PEC-WFM/Current/SupervisorHelp/RqdStffgWiz - Revision history

Mary.hachey@genesys.com: Published

2021-04-22T13:15:34Z

Published

Mary.hachey@genesys.com: Published

2021-04-22T13:14:04Z

Published

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

2020-07-25T02:39:03Z

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

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

2020-07-15T11:50:54Z

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

Bgrenon: Published

2020-06-08T14:19:30Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Required and split staffing methods
|TocName=Required and split staffing methods
|Context=Set the required staffing values and learn how to split multi-site activities staffing data between its associated activities.
|ComingSoon=No
|Platform=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=Workforce Management (WFM) provides different methods to staff (define the number of agents required for) {{Link-SomewhereInThisManual|topic=ScnStffgVw|anchor=top|display text=forecast scenarios}}, such as Required and Split Staffing.

Required staffing is a user-defined data series that you build, by using the {{Link-SomewhereInThisManual|topic=RqdStffgWiz|anchor=RqdStfg|display text=Required Staffing wizard}}. The {{Link-SomewhereInThisManual|topic=RqdStffgWiz|anchor=SpltStfg|display text=Split Staffing wizard}} enables you to split the number of agents required for a multi-site activities (MSA) into specific amounts for each activity within the MSA.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Using required staffing values
|anchor=RqdStfg
|alignment=Vertical
|Media=
|image=
|structuredtext=Use the '''Required Staffing''' wizard to define required staffing values in a forecast scenario's {{Link-SomewhereInThisManual|topic=ScnStffgVw|anchor=top|display text=Staffing view}}.

Here's what you should know about required staffing and how you can use it:

*Required staffing data is user-defined staffing requirements for a forecast scenario.
*If you have compiled calculated-staffing values, you can set required staffing to the same values as calculated staffing.
*Forecasts can contain both calculated and required data. You can build schedules by using either set of data.
*Required staffing can be composed of a combination of template values, manually entered amounts, and calculated staffing values.

{{NoteFormat|Before selecting the template in this wizard, {{Link-SomewhereInThisManual|topic=MngTmpls|anchor=NwTmplWz|display text=create templates}} as needed.|2}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=
|anchor=
|alignment=Horizontal
|Media=Image
|image=WM_900_rqrd-stffg.png
|structuredtext=====Setting the required staffing====

#In the navigation bar, click '''Forecast''' > '''Scenarios'''.
#;The '''Scenarios''' view opens.
#Beside the scenario you want to staff, click '''Actions''' [[File: WM_900_action-icon.png|link=]] and then, select '''Open'''.
#At the top, near the scenario name, click the '''Volumes''' drop-down menu and select '''Staffing'''.
#In the '''Activities''' pane, select an activity or multi-site activity and click '''Required''' [[File: WM_900_stfg-reqrd-icon.png|link=]].
#;The Required Staffing wizard opens.
#Choose one of four build methods:
#*'''Load calculated staffing'''
#*'''Load calculated staffing, adjusted by'''
#*'''Load calculated staffing adjusted using shrinkage'''
#*'''Use templates'''
|structuredtextwide=*Select '''Load calculated staffing''' to apply calculated staffing to required staffing with no changes.
*Select '''Load calculated staffing, adjusted by''' and enter a percentage to adjust calculated staffing before applying it to required staffing. Valid values are from -99 to 999.
*Select '''Load calculated staffing adjusted using shrinkage''' and click '''Edit''' [[File: WM_900_edit_icon.png|link=]] to adjust calculated staffing, before applying it to required staffing.
*#When the '''Select shrinkage profile''' dialog opens, select the check box beside the profiles you want to use, or select the top-most check box to select all profiles.
*#Click '''OK''' to return to the '''Required Staffing''' dialog.
*#;The '''Load calculated staffing adjusted using shrinkage''' field is updated with the number of profiles you selected.
*Select '''Use templates''' and click '''Edit''' to apply one or more staffing templates
*#When the '''Select Template''' dialog opens, click the down arrow in the empty field to select a template.
*#To add another template, click '''Add template'''.
*#For each template, enter a start and end date, or use the {{Link-SomewhereInThisManual|topic=CmnCntrls|anchor=DtSlctrs|display text=date selectors}} to set these fields.
*#Deselect the check boxes for the week days that are not applicable.
*#Click '''OK''' to return to
*#;The '''Use templates''' field is updated with the number of templates you selected.

In the '''Required Staffing''' dialog, click '''Load''' and when the loading process is complete, click '''OK'''.
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Splitting the staffing data
|anchor=SpltStfg
|alignment=Vertical
|Media=
|image=
|structuredtext=Use the '''Staffing Split Wizard''' to split staffing from a multi-site activity (MSA) '''Staffing forecast''' scenario.

A multi-site activity (virtual activity set) has one or more associated activities (existing activities). After building calculated and required staffing for a multi-site activity, you can then use this wizard to split the result between associated activities.

{{NoteFormat|The '''Staffing Split Wizard''' is available only within a '''Forecast Scenario'''. You must add a multi-site activity to the forecast scenario for them to be available for splitting in '''Staffing Split Wizard'''.|2}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=
|anchor=
|alignment=Horizontal
|Media=Image
|image=WM_900_split-stffg.png
|structuredtext=====Splitting staffing for a multi-site activity====

#In the navigation bar, click '''Forecast''' > '''Scenarios'''.
#;The '''Scenarios''' view opens.
#Beside the scenario you want to staff, click '''Actions''' [[File: WM_900_action-icon.png|link=]] and then, select '''Open'''.
#At the top, near the scenario name, click the '''Volumes''' drop-down menu and select '''Staffing'''.
#In the '''Activities''' pane, select multi-site activity and click '''Split''' [[File: WM_900_split_volumes.png|link=]].
#;The Split Staffing wizard opens.
#Using the check box, select the multi-site activity that you want to be split between associated activities.
#;You can select several multi-site activities within the same business unit.
#Select '''Use AHT forecast''' if you want WFM Web to consider average handling time forecasts when performing the split and then, click '''Next'''.
#;Step 2 of the wizard opens.
|structuredtextwide=====Step 2: Selecting activities within MSA====

#At the bottom of the pane, select '''Split required also''', if you also want to split required staffing.
#Select the local (target) activities into which you want to split the multi-site activities.
#Click '''Next'''.
#;Step 3 of the wizard opens.

====Step3: Specify budgeting data====

#If you want each activity to have the same values, in the top row:
##Select '''Working hours''' and enter the number of working hours
##Select '''Hourly wages''' and enter the number of hourly wages.
##Click '''Set all'''.
#If you want activities to have different values, enter '''Working hours''' and '''Hourly wages''' for each activity, individually.
#Click '''Split'''.
#;WFM Web displays a progress dialog while it splits the activities.
#When the split process is complete, click '''OK'''.

You can click '''Cancel''' in this dialog at any time if you want to cancel the split.
|FAQHeading=
|Status=No
}}
}}

@@ Line 96: / Line 96: @@
 #If you want each activity to have the same values, in the top row:
-##Select and enter the '''Working hours''' (corresponds to paid hour/day).
+##Select and enter the '''Working hours''' (paid hours per day).
 ##Select and enter the '''Hourly wages'''.
 ##Click '''Set all'''.

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |alignment=Vertical
 |structuredtext=Workforce Management (WFM) provides different methods to staff (define the number of agents required for) {{Link-SomewhereInThisManual|topic=ScnStffgVw|anchor=top|display text=forecast scenarios}}, such as Required and Split Staffing.
 Required staffing is a user-defined data series that you build, by using the {{Link-SomewhereInThisManual|topic=RqdStffgWiz|anchor=RqdStfg|display text=Required Staffing wizard}}. The {{Link-SomewhereInThisManual|topic=RqdStffgWiz|anchor=SpltStfg|display text=Split Staffing wizard}} enables you to split the number of agents required for a multi-site activities (MSA) into specific amounts for each activity within the MSA.
 |Status=No
 }}{{Section
@@ Line 23: / Line 16: @@
 |anchor=RqdStfg
 |alignment=Vertical
 |structuredtext=Use the '''Required Staffing''' wizard to define required staffing values in a forecast scenario's {{Link-SomewhereInThisManual|topic=ScnStffgVw|anchor=top|display text=Staffing view}}.
@@ Line 35: / Line 26: @@
 {{NoteFormat|Before selecting the template in this wizard, {{Link-SomewhereInThisManual|topic=MngTmpls|anchor=NwTmplWz|display text=create templates}} as needed.|2}}
 |Status=No
 }}{{Section
 |alignment=Horizontal
 |Media=Image
@@ Line 72: / Line 59: @@
 In the '''Required Staffing''' dialog, click '''Load''' and when the loading process is complete, click '''OK'''.
 |Status=No
 }}{{Section
@@ Line 78: / Line 64: @@
 |anchor=SpltStfg
 |alignment=Vertical
 |structuredtext=Use the '''Staffing Split Wizard''' to split staffing from a multi-site activity (MSA) '''Staffing forecast''' scenario.
@@ Line 85: / Line 69: @@
 {{NoteFormat|The '''Staffing Split Wizard''' is available only within a '''Forecast Scenario'''. You must add a multi-site activity to the forecast scenario for them to be available for splitting in '''Staffing Split Wizard'''.|2}}
 |Status=No
 }}{{Section
 |alignment=Horizontal
 |Media=Image
@@ Line 116: / Line 96: @@
 #If you want each activity to have the same values, in the top row:
-##Select '''Working hours''' and enter the number of working hours
+##Select and enter the '''Working hours''' (corresponds to paid hour/day).
-##Select '''Hourly wages''' and enter the number of hourly wages.
+##Select and enter the '''Hourly wages'''.
 ##Click '''Set all'''.
 #If you want activities to have different values, enter '''Working hours''' and '''Hourly wages''' for each activity, individually.
@@ Line 125: / Line 105: @@
 You can click '''Cancel''' in this dialog at any time if you want to cancel the split.
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=Set the required staffing values and learn how to split multi-site activities staffing data between its associated activities.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Prereq=
 |Section={{Section

PEC-WFM/Current/SupervisorHelp/RqdStffgWiz - Revision history

Mary.hachey@genesys.com: Published

Mary.hachey@genesys.com: 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"