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

2020-07-25T02:36:52Z

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

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

2020-07-15T11:51:03Z

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

Bgrenon: Published

2020-06-08T14:19:35Z

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{{Article
|Standalone=No
|DisplayName=Managing overlays and events
|TocName=Managing overlays and events
|Context=Create and manage overlays and overlay events.
|ComingSoon=No
|Platform=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=Workforce Management (WFM) makes it easy to forecast and manage overlays and events in the '''Forecast''' > {{Link-SomewhereInThisManual|topic=Overlays|anchor=top|display text=Overlays}} view, by enabling you to:

*{{Link-SomewhereInThisManual|topic=MngOvrlys|anchor=CrtgOvrly|display text=Create}} and {{Link-SomewhereInThisManual|topic=MngOvrlys|anchor=DltgOvrly|display text=delete}} overlays
*View and {{Link-SomewhereInThisManual|topic=MngOvrlys|anchor=EdtgOvrly|display text=edit}} overlay data
*{{Link-SomewhereInThisManual|topic=MngOvrlys|anchor=AddEvnt|display text=Add}} and {{Link-SomewhereInThisManual|topic=MngOvrlys|anchor=DltEvnt|display text=delete}} overlay events
*View and {{Link-SomewhereInThisManual|topic=MngOvrlys|anchor=EdtEvnt|display text=edit}} event data
*Select overlay data to {{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=SupervisorHelp|topic=MngOvrlys|anchor=SltCpyPs|display text=copy and paste}}
*{{Link-SomewhereInThisManual|topic=MngOvrlys|anchor=ClcltDstrb|display text=Calculate the distribution}} in overlays

{{NoteFormat|You must have the '''Overlays''' security permission to see '''Overlays''' in the '''Forecast''' menu. Without this permission, you cannot create overlays and events, nor access '''Overlays''' using a bookmarked URL. See "Forecast Role Privileges" in the ''{{Link-SomewhereInThisVersion|manual=Supervisor|topic=FrcstRlP|anchor=|display text=Workforce Management Web for Supervisors (Classic) Help}}''.|2}}

{{AnchorDiv|CrtgOvrly}}
==Creating overlays==
Use the '''New Overlay''' wizard to guide you through a simple two-step process.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=
|anchor=
|alignment=Horizontal
|Media=Image
|image=WM_900_crt_overlay.png
|structuredtext=====Creating an overlay====

#In the '''Forecast''' > '''Overlays''' view, select a business unit or site.
#In the toolbar, click '''New overlay'''.
#;The '''New Overlay''' dialog opens.
#In the '''Overlay name''' field, enter a name for the overlay (limited to 127 characters).
#Choose the statistic for this overlay: '''IV''' or '''AHT'''.
#In the '''Spread over''' field, enter a value, specifying either '''Days''', '''Hours''', or '''15 Minutes'''.
#;Valid values are between <tt>1</tt> (default) and <tt>999</tt>.
#Next, choose one of the following settings (choosing some settings in this section, will disable others):
#*Select '''Impact Forecast values and totals''' (default), if you want this overlay to change the forecast's values and totals. Then, choose one of the following:
#**'''Always use the entered distribution'''
#**'''Always calculate disregarding impacts and distribution'''
#*Select '''Redistribute Forecast without changing total''', if you want this overlay to preserve the forecast's totals for a specific period, while changing the distribution of values inside that period. Then, choose one of the following:
#**'''Always use the entered distribution'''
#**'''Always calculate disregarding impacts and distribution''' {{AnchorDiv|UsEntDist}}
|structuredtextwide=If you choose '''Impact Forecast values and totals''' and then, '''Always use the entered distribution''' in step 6, enter values for {{Link-SomewhereInThisVersion|manual=SupervisorHelp|topic=MngOvrlys|anchor=RlsImpct|display text=Initial impact and Ending impact}}. Click '''Next'''.

====Wizard step 2====

#In the '''Select activities''' dialog, expand the business units or sites to select activities and/or multi-site activities for this overlay.
#Click '''Create'''.
#Click '''OK''' in the confirmation dialog.

You can click '''Cancel''' at any time to discard the settings and close the '''New Overlay''' wizard. Clicking '''Cancel''' in the progress dialog, causes WFM to close the dialog and refresh the grid.

{{AnchorDiv|RlsImpct}}
===Rules for initial and ending impact===
Keep the following information in mind when entering values for initial and ending impact in the procedure {{Link-SomewhereInThisVersion|manual=SupervisorHelp|topic=MngOvrlys|anchor=CrtgOvrly|display text=Creating overlays}}:

*The '''Initial impact''' and '''Ending impact''' fields accept values from <code>-100</code> to <code>9999</code>.
*If you do not enter a value for both initial and ending impact, WFM creates 0.00 values in the Distribution grid.
*If you enter a value in only one of the impact fields and the spread over value is 1, WFM creates the distribution with the specified value.
*If you enter a value in only one of the impact fields and the spread over value is greater than 1, a validation message appears.
*If you enter different values in the impact fields and spread over is 1, a validation message appears.
*If you enter the values in both impact fields and spread over is 2, WFM creates the distribution with the specified values.
*If you enter the values in both impact fields and spread over is greater than 2, WFM creates the distribution by specifying the impact field values for the first and last timestep and calculates the remaining timesteps values by using a formula.
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Editing overlays
|anchor=EdtgOvrly
|alignment=Vertical
|Media=
|image=
|structuredtext=In the Overlay Distribution grid, you can move from cell to cell by using the Enter or Shift+Enter keys on the keyboard.

Click a cell in the grid and on the keyboard, press:

*Enter to move the focus to the cell below the one selected.
*Shift+Enter to move the focus to the cell above the one selected.

If you select a cell in the '''Average''' or '''Total''' row, you can use Enter to move down one cell, but you cannot use Shift+Enter to move up one cell.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=
|anchor=
|alignment=Horizontal
|Media=Image
|image=WM_900_edtg_overlays.png
|structuredtext=====Editing an overlay====

#In the '''Forecast''' > '''Overlays''' view, select a business unit or site.
#;The overlays for this object are displayed in a table.
#In the '''Overlays''' table, select the overlay you want to edit.
#;The '''Data''' pane opens, displaying four tabs.
#Click a tab to change its settings.
#Edit one or more of the tabs and click '''Save'''.
#;Alternatively, click '''Cancel''' at any time to discard any changes you've made.
|structuredtextwide={{NoteFormat|When editing values in the overlay's '''Distribution''' tab, you can copy and paste data from an Excel sheet by using Ctrl+C and Ctrl+V. See {{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=SupervisorHelp|topic=MngOvrlys|anchor=SltCpyPs|display text=Selecting data to copy and paste}}.|2}}

===Editing the Spread over value in the Properties tab===
If you change the '''Spread over''' value in the {{Link-SomewhereInThisManual|topic=Overlays|anchor=PrptsTb|display text=Properties tab}} WFM enables you to update the distribution values directly.

After verifying the change to '''Spread over''' and clicking '''Save''', you'll see the following message in the '''Confirmation''' dialog: ''The distribution was reset due to the changes in spread over. Do you want to enter a new distribution?''
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=
|anchor=
|alignment=Horizontal
|Media=Image
|image=WM_900_edit-ovrly_spread-ovr.png
|structuredtext=====Changing the distribution====

#Click '''Yes'''.
#;The distribution tab opens enabling you to proceed.
#When you are finished making changes, click '''Save'''.
#;WFM verifies that the new spread over and distribution values were successfully saved.

If you do not want to change the distribution, click '''No'''. The '''Confirmation''' dialog closes and WFM saves the new spread over value.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Deleting overlays
|anchor=DltgOvrly
|alignment=Horizontal
|Media=Image
|image=WM_900_dltg_overlays.png
|structuredtext={{AnchorDiv|Step3}}
====Deleting an overlay====

#In the '''Forecast''' > '''Overlays''' view, select a business unit or site.
#;The overlays for this object are displayed in a table.
#In the table, select the overlay that you want to delete.
#In the toolbar, click '''Delete''' [[File: WM_900_scenario_delete.png|link=]].
#When the confirmation dialog opens, click '''Delete''' to proceed or '''Cancel''' to cancel the action.

====Deleting multiple overlays====

#Select the overlays you want to delete (using the check box beside each overlay).
#Complete steps 3 and 4 in {{Link-SomewhereInThisManual|topic=MngOvrlys|anchor=Step3|display text=Deleting an overlay}}.

====Deleting all overlays in the table====

#Select the top-most check box in the column header (near the '''Name''' column header).
#Complete steps 3 and 4 in {{Link-SomewhereInThisManual|topic=MngOvrlys|anchor=Step3|display text=Deleting an overlay}}.

If you are deleting a single overlay, the confirmation dialog contains the overlay name. If you are deleting multiple overlays, the confirmation dialog states the number of overlays being deleted.
|structuredtextwide={{AnchorDiv|AddEvnt}}
==Adding overlay events==
Use the selected overlay's '''Events''' tab to add and manage overlays events.

{{NoteFormat|There are three types of events. For a description of each, see {{Link-SomewhereInThisManual|topic=MstrFrcstVws|anchor=EvntsExplnd|display text=Understanding event types}}.|2}}
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=
|anchor=
|alignment=Horizontal
|Media=Image
|image=WM_900_addg_ovly_events.png
|structuredtext=====Adding an overlay event====

#In the '''Forecast''' > '''Overlays''' view, select a business unit or site.
#;The overlays for this object are displayed in a table.
#In the '''Overlays''' table, select an overlay.
#In the '''Data''' pane, click the '''Events''' tab.
#Click '''Add event'''.
#;The '''New Event''' dialog opens.
#In the '''Event name''' field, enter a name for the event.
#In the '''Impact start date''' and '''Impact start time''' fields, enter the date and time, or keep the default date and time.
#In the '''Strength''' field, you can enter a value or keep the default. The range is <tt>0</tt> to <tt>999999999.99</tt>.
#Alternatively, you can disable the value in the '''Strength''' field by selecting '''Disregard historical data'''.
#;If '''Disregard historical data''' is ''not'' selected, WFM considers historical data when processing events.
#Click '''Create'''.
#When the confirmation dialog opens, click '''OK'''.
#;Alternatively, click '''Cancel''' at any time to cancel the action.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Editing events
|anchor=EdtEvnt
|alignment=Horizontal
|Media=Image
|image=WM_900_edtg_ovly_events.png
|structuredtext=====Editing an overlay event====

#In the '''Forecast''' > '''Overlays''' view, select a business unit or site.
#;The overlays for this object are displayed in a table.
#In the '''Overlays''' table, select an overlay.
#In the '''Data''' pane, click the '''Events''' tab.
#In the row of the event you want to edit, click '''Actions''' and select '''Edit'''.
#;The '''Edit Event''' dialog opens.
#Make the necessary changes and then, click '''Save'''.
#When the confirmation dialog opens, click '''OK'''.
#;Alternatively, click '''Cancel''' at any time, if you want to cancel the action and discard the changes.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Deleting events
|anchor=DltEvnt
|alignment=Horizontal
|Media=Image
|image=WM_900_dltg_ovly_events.png
|structuredtext=====Deleting an overlay event====

#In the '''Forecast''' > '''Overlays''' view, select a business unit or site.
#;The overlays for this object are displayed in a table.
#In the table, select an overlay.
#In the '''Data''' pane, click the '''Events''' tab.
#In the row of the event you want to edit, click '''Actions''' and select '''Delete'''.
#When the '''Delete Event''' confirmation dialog opens, click '''Delete''' to proceed or '''Cancel''' to cancel the action.
|structuredtextwide={{AnchorDiv|ClcltDstrb}}
==Calculating distribution in overlays==
This procedure describes how to use the wizard to calculate an overlay's distribution. The wizard icon is enabled only if '''Always use the entered distribution''' is selected in the overlay's properties. See {{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=SupervisorHelp|topic=MngOvrlys|anchor=CrtgOvrly|display text=Creating overlays}}.
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=
|anchor=
|alignment=Horizontal
|Media=Image
|image=WM_900_calc_ovrly_distr.png
|structuredtext=====Calculating an overlay's distribution using the wizard====

#In the '''Forecast''' > '''Overlays''' view, select a business unit or site.
#;The overlays for this object are displayed in a table.
#In the '''Overlays''' table, select an overlay (that has '''Always use the entered distribution''' selected).
#Click '''Calculate Distribution''' [[File: WM_900_ovrly_calc-distrb-icon.png|link=]].
#;The wizard open at Step 1.
#Select an activity or multi-site activity and then, click '''Next'''.
#;Step 2 of the wizard opens.
|structuredtextwide=====Wizard step 2====

#Enter the '''Start''' and '''End date''' for the historical date range (use the up/down arrows or click the calendar to select a date).
#;By default, WFM displays the start and end date of the historical date range for the selected activity.
#To select events, choose one of two radio buttons:
#*'''Use all applicable events'''—Do nothing if you want all events to be considered when distribution is calculated. This button is selected by default.
#*'''Select events'''—Click this button if you want to select specific events.
#*#Click '''Edit''' [[File: WM_900_edit_icon.png|link=]].
#*#;The {{Link-SomewhereInThisManual|topic=MngOvrlys|anchor=SlctEvnts|display text=Select Events}} dialog opens.
#*#Click the check box beside an event if it should be considered for calculations and then, click '''OK'''.
#*#;Clicking the top-most check box selects all events in the list.
#;The wizard returns to Step 2 and the '''Select events''' field shows the number of events you selected.
#Click '''Calculate'''.
#;When processing is complete, the '''Distribution''' tab shows the distribution for this overlay.

Click '''Cancel''' at any time in the wizard to cancel all actions and close the wizard dialog.

{{AnchorDiv|SlctEvnts}}
===Selecting overlay events in the wizard===
When selecting events in the '''Calculate Distribution''' wizard:

*If the selected activity does not have overlay events, you'll see the message ''You do not have any overlay events''.
*The dialog displays only events that fall within the selected historical date range.
*You can clear the events you selected in the '''Select Events''' dialog, by clicking '''x''' in the '''Select events''' field when the wizard returns to Step 2.
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Selecting data to copy and paste
|anchor=SltCpyPs
|alignment=Vertical
|Media=
|image=
|structuredtext={{NoteFormat|If you are unable to copy/paste, ask your administrator to confirm that HTTPS secure connections to WFM are being used in your environment.|2}}

In the Overlays Distribution grid, WFM enables you to use key combinations on the keyboard to select data for copying and pasting. You can copy/paste within the grid and to/from a document (for example, Excel or NotePad).

===Shift+arrow keys===
Click a cell in the grid and press:

*Shift+up arrow key to select additional cells above the selected cell.
*Shift+down arrow key to select additional cells below the selected cell.
*Shift+right arrow key to select additional cells to the right of the selected cell.
*Shift+left arrow key to select additional cells to the left of the selected cell.

You must select the '''Total/Average''' row and the '''Time step''' column separately. They cannot be selected with other rows or columns in the grid.

===Shift+Page Up, Shift+Page Down===
Click a cell in the grid and press:

*Shift+Page Up to select all cells above the selected cell.
*Shift+Page Down to select all cells below the selected cell.

===Ctrl+A===

*Click any cell in the grid and press Ctrl+A—All cells in the grid are selected.
*Click any cell in the '''Time step''' column and press Ctrl+A—All cells in the column are selected.
*Click anywhere in the '''Total/Average''' row and press Ctrl+A—The entire row is selected.

===Drag mouse or touch pad===

*Click any cell in the grid and hold down the right mouse key while dragging the mouse right, left, up, down, or any combination of directions. The range of cells is selected.
*Click any cell in the '''Time step''' column and hold down the right mouse key while dragging the mouse up or down. The range of cells in the column is selected.
*Click anywhere in the '''Total/Average''' row and hold down the right mouse key while dragging the mouse left or right. The entire row is selected.

You must select the '''Total/Average''' row and the '''Time step''' column separately. They cannot be selected with other rows or columns in the grid.

===Shift+ mouse-click===

*Hold down the Shift key and click any cell in the grid. Using the mouse, click anywhere in the grid up or down. The range of cells is selected.
*Hold down the Shift key and click any cell in the '''Time step''' column. Using the mouse, click anywhere in the column, up or down. The range of cells is selected.
*Hold down the Shift key and click anywhere in the '''Total/Average''' row. Using the mouse, click anywhere in the column, right or left. The entire row is selected.

You must select the '''Total/Average''' row and the '''Time step''' column separately. They cannot be selected with other rows or columns in the grid.

===Ctrl+C, Ctrl+V===
Select cells in the grid, and press:

*Ctrl+C to copy values in the grid. The message ''Copied to clipboard'' appears. Click '''X''' to close it.
*Crtl+V to paste values in an Excel spreadsheet or a text editor such as, NotePad.

If more cells are copied than there are cells to paste into, WFM extends the number of cells/column/rows to accommodate the data being pasted.
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 |Context=Create and manage overlays and overlay events.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
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PEC-WFM/Current/SupervisorHelp/MngOvrlys - Revision history

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"