PEC-WFM/Current/Supervisor/WhtIfWndw - Revision history

Mhachey: Published

2020-08-28T12:48:04Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:37:46Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:49:29Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T15:29:21Z

Published

New page

{{Article
|Standalone=No
|DisplayName=What-If Window
|TocName=What-If Window
|Context=Analyze how changes in statistics affect other factors by using what-If scenarios.
|ComingSoon=No
|Platform=PureEngage
|Role=Supervisor
|Application=Workforce Management
|Section={{Section
|alignment=Vertical
|structuredtext=Use the What-If window to {{Link-SomewhereInThisManual|topic=WhtIfWndw|anchor=CalcWhatIfScs|display text=immediately analyze}} how changes in some statistics would affect other factors.

To open the What-If window:

#Select an activity in the '''Performance Intra-Day''' module.
#Select a timestep in the data grid.
#Click the '''What if''' button on the '''Actions''' toolbar.

Once the window is open, you can change certain values shown in the window to perform what-if calculations.

'''<tt></tt>'''
|Status=No
}}{{Section
|sectionHeading=Statistics in the What-If window
|alignment=Vertical
|structuredtext=Statistics presented in the '''What-If''' window are as follows (these statistics are present in all views, and are fully described {{Link-SomewhereInThisManual|topic=PerformanceMdl|anchor=PerformanceMdlTable|display text=in the Performance overview}}):

*Interaction Volume
*AHT
*Abandoned Interactions
*Service Level
*Deferred Service Level
*Actual Queue
*ASA
*Coverage
*Required Staffing
*Variance
*Headcount

{{{!}}
{{!}}'''Interaction volume'''
{{!}}Initial value is the forecasted interaction volume taken from {{Link-SomewhereInThisManual|topic=MstrFrcstVws|anchor=top|display text=Master Forecast}}. Enter a value greater than zero.
{{!}}-
{{!}}'''AHT (Average Handle Time)'''
{{!}}Initial value is the forecasted AHT taken from {{Link-SomewhereInThisManual|topic=MstrFrcstVws|anchor=top|display text=Master Forecast}}. Enter a value greater than zero.
{{!}}-
{{!}}'''Abandoned Interactions (percentage)'''
{{!}}Initial value is the scheduled abandoned calls percentage. Enter a value greater than 0 and less than 100. If you do not enter a value, the abandoned calls percentage is not included in the what-if calculation.
{{!}}-
{{!}}'''Service level (percentage)'''
{{!}}Initial value is the scheduled service level percentage. Enter a value greater than 0 and less than 100. If you do not enter a value, service level is not included in the what-if calculation.
{{!}}-
{{!}}'''ASA (Average Speed of Answer)'''
{{!}}Initial value is the scheduled average speed of answer. Enter a value greater than zero. If you do not enter a value, ASA is not included in the what-if calculation.
{{!}}-
{{!}}'''Coverage<tt></tt> (formerly Scheduled Staffing)<tt></tt>'''
{{!}}Initial value is the scheduled coverage. Enter a value greater than zero.
{{!}}-
{{!}}'''Service time (sec)'''
{{!}}Taken from Master Forecast. Configured in {{Link-SomewhereInThisManual|topic=SBWSpcSLObjv|anchor=top|display text=Staffing Build Wizard}}.
{{!}}-
{{!}}'''Average time to abandon (sec)'''
{{!}}Taken from Master Forecast. Configured in {{Link-SomewhereInThisManual|topic=SBWSpcSLObjv|anchor=top|display text=Staffing Build Wizard}}.
{{!}}-
{{!}}'''Indirectly Occupied Time (%)'''
{{!}}Taken from Master Forecast. Configured in {{Link-SomewhereInThisManual|topic=SBWPrvTrgDt|anchor=top|display text=Staffing Build Wizard}}.
{{!}}-
{{!}}'''Maximum Occupancy (%)'''
{{!}}Taken from Master Forecast. Configured in {{Link-SomewhereInThisManual|topic=SBWSpcSLObjv|anchor=top|display text=Staffing Build Wizard}}.
{{!}}}The window also shows the following parameters from your forecast, if a forecast has been built (otherwise, these indicators are empty):

*Service time
*Average time to abandon
*Indirectly occupied time
*Maximum occupancy
|Status=No
}}{{Section
|sectionHeading=Calculating what-if scenarios
|anchor=CalcWhatIfScs
|alignment=Vertical
|structuredtext=To calculate what-if scenarios, you must have the following:

*Published forecast values for interaction volume and AHT (which initialize the window's first two fields), abandonment, service level, ASA, indirectly occupied time, and maximum occupancy.
*A published schedule that allows staffing suitability calculations. (This initializes the window's Coverage field.)

You can calculate what-if scenarios for the group of service-level statistics (abandoned calls, service level, and average speed of answer (ASA)), or for the coverage level.

===Calculating abandoned calls, service level, and ASA===

#Enter values into the '''Interaction volume''' and '''AHT''' text boxes.
#Enter values into the '''Coverage''' text box.
#:For successful calculations, enter values in all of these text boxes.
#Click the '''Calculate''' button next to the '''Service level''' text box.

The window shows the expected impact of your changes on the Abandoned calls, Service level, and ASA. If a box is empty, there is no data for the appropriate statistic for that timestep.

===Calculating coverage scenarios===

#Enter values into the '''Interaction volume''' and/or '''AHT''' text boxes.
#Enter values into the '''Abandoned calls''', '''Service level''', and/or '''ASA''' text boxes. For successful calculations, enter a value in at least one of these text boxes.
#Click the '''Calculate''' button next to the '''Coverage''' text box.

The window shows the expected impact of your changes on Coverage.

====Closing the What-If window====
When you have completed your calculations, click '''Close'''.
|Status=No
}}
}}

@@ Line 50: / Line 50: @@
 {{!}}-
 {{!}}'''Service level (percentage)'''
-{{!}}Initial value is the scheduled service level percentage. Enter a value greater than 0 and less than 100. If you do not enter a value, service level is not included in the what-if calculation.
+{{!}}Initial value is the scheduled service level percentage. Enter a value greater than 0 and less than 100. If you do not enter a value, the service level is not included in the what-if calculation.
 {{!}}-
 {{!}}'''ASA (Average Speed of Answer)'''
@@ Line 59: / Line 59: @@
 {{!}}-
 {{!}}'''Service time (sec)'''
-{{!}}Taken from Master Forecast. Configured in {{Link-SomewhereInThisManual|topic=SBWSpcSLObjv|anchor=top|display text=Staffing Build Wizard}}.
+{{!}}Taken from Master Forecast. Configured in {{Link-SomewhereInThisVersion|manual=Supervisor|topic=StffgBldWzd|anchor=SBWSpcSLObjv|display text=Staffing Build Wizard}}.
 {{!}}-
 {{!}}'''Average time to abandon (sec)'''
-{{!}}Taken from Master Forecast. Configured in {{Link-SomewhereInThisManual|topic=SBWSpcSLObjv|anchor=top|display text=Staffing Build Wizard}}.
+{{!}}Taken from Master Forecast. Configured in {{Link-SomewhereInThisVersion|manual=Supervisor|topic=StffgBldWzd|anchor=SBWSpcSLObjv|display text=Staffing Build Wizard}}.
 {{!}}-
 {{!}}'''Indirectly Occupied Time (%)'''
-{{!}}Taken from Master Forecast. Configured in {{Link-SomewhereInThisManual|topic=SBWPrvTrgDt|anchor=top|display text=Staffing Build Wizard}}.
+{{!}}Taken from Master Forecast. Configured in {{Link-SomewhereInThisVersion|manual=Supervisor|topic=StffgBldWzd|anchor=SBWPrvTrgDt|display text=Staffing Build Wizard}}.
 {{!}}-
 {{!}}'''Maximum Occupancy (%)'''
-{{!}}Taken from Master Forecast. Configured in {{Link-SomewhereInThisManual|topic=SBWSpcSLObjv|anchor=top|display text=Staffing Build Wizard}}.
+{{!}}Taken from Master Forecast. Configured in {{Link-SomewhereInThisVersion|manual=Supervisor|topic=StffgBldWzd|anchor=SBWSpcSLObjv|display text=Staffing Build Wizard}}.
 {{!}}}The window also shows the following parameters from your forecast, if a forecast has been built (otherwise, these indicators are empty):

@@ Line 5: / Line 5: @@
 |Context=Analyze how changes in statistics affect other factors by using what-If scenarios.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Supervisor
 |Application=Workforce Management

PEC-WFM/Current/Supervisor/WhtIfWndw - Revision history

Mhachey: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"