Brian.Marshall.IX: Published

2022-09-23T14:57:24Z

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WikiSysop at 12:45, August 4, 2022

2022-08-04T12:45:52Z

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

2020-07-25T02:39:17Z

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

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

2020-07-15T11:50:41Z

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

Bgrenon: Published

2020-06-08T14:19:41Z

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{{Article
|Standalone=No
|DisplayName=Building staffing
|TocName=Building staffing
|Context=Build staffing data, by defining the number of agents in forecast scenarios.
|ComingSoon=No
|Platform=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=In Workforce Management (WFM), you'll use the '''Build Staffing''' wizard in the '''Scenarios Staffing''' view to build staffing data in forecast scenarios for a selected single-site activity or multi-site activity, based on parameters that you provide.

To open this view, click '''Forecast''' > '''Scenarios'''. The '''Scenarios''' view opens, displaying a list of scenarios in a table. {{Link-SomewhereInThisManual|topic=ScnStffgVw|anchor=DsplStfVw|display text=Open a scenario}}; You'll see the '''Volumes''' view by default. Switch to the '''Staffing''' view by clicking the drop-down menu beside the scenario's name.

{{AnchorDiv|BfBgn}}
===Before you begin===
Before using the '''Build Staffing''' wizard to build a staffing forecast, take these required actions:

*Use the {{Link-SomewhereInThisManual|topic=VlmBldWiz|anchor=top|display text=Build Volumes wizard}} to build interaction volumes and AHT for activities and/or multi-site activities.
*If you plan to use templates, {{Link-SomewhereInThisManual|topic=MngTmpls|anchor=NwTmplWz|display text=create them}}.

Be aware that even if there is IV and AHT data for child activities, this wizard does not build a staffing forecast for the parent multi-site activity.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Building staffing data
|anchor=Typs
|alignment=Vertical
|Media=
|image=
|structuredtext=You must understand the difference between the following types of activities (mentioned in this procedure) so you can enter/choose optimal values for the activity you are staffing:

*'''Immediate'''—Work activities that are handled by agents immediately, such as voice calls.
*'''Deferred'''—Backlog activities, such as email, that use special forecasting calculations.
*'''Fixed-staff'''—Non-CTI activities that do not use Workforce Management service objectives.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Step 1: Build staffing data
|anchor=Stp1
|alignment=Horizontal
|Media=Image
|image=WM_900_stfg-wiz_stp1.png
|structuredtext=#In the scenario's '''Staffing''' view {{Link-SomewhereInThisManual|topic=ScnStffgVw|anchor=StfgTlbr|display text=toolbar}}, click '''Build''' [[File: WM_900_build_volumes.png|link=]].
#;The '''Build Staffing''' dialog opens.
#Enter the target date range in the '''Start date''' and '''End date''' fields.
#;The scenario's start and end date displays, by default.
#In the {{Link-SomewhereInThisManual|topic=StffgBldWzd|anchor=IndOccTm|display text=Indirectly occupied time}} section, click one of two radio buttons:
#*'''Use value'''—Enter a value (for example, <tt>0</tt> to <tt>99</tt>%).
#*'''Use template'''—Click '''Edit''' [[File: WM_900_edit_icon.png|link=]].
|structuredtextwide={{AnchorDiv|UseTmpl}}
====Selecting templates====
When the '''Select Templates''' dialog opens:

#Select a template by clicking the down arrow in the name field.
#Enter the start and end dates or click the calendar icon to select them.
#Remove the check mark from the days of the week that are not applicable to this template.
#Click '''Add template''' to add more templates, if necessary.
#;If there are no templates available you must create them. See {{Link-SomewhereInThisManual|topic=StffgBldWzd|anchor=BfBgn|display text=Before you begin}}.
#Enter a value in the {{Link-SomewhereInThisManual|topic=StffgBldWzd|anchor=InitQuVl|display text=Initial queue}} field.
#;This setting displays, only if you are staffing a deferred activity or multi-site activity.
#Select {{Link-SomewhereInThisManual|topic=StffgBldWzd|anchor=CmpRslts|display text=Compare results against previous}} if you want to compare this staffing build with an existing one. Otherwise, leave the check box as is.
#Click '''Next'''.
#;Step 2 of the dialog opens.
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Step 2: Choose a method
|anchor=Stp2
|alignment=Horizontal
|Media=Image
|image=WM_900_stfg-wiz_stp2.png
|structuredtext=The settings you see in the '''Build Staffing''' wizard Step 2 depend on the type of activity you are staffing.

#If you are staffing:
#*An {{Link-SomewhereInThisManual|topic=StffgBldWzd|anchor=Typs|display text=Immediate}} activity, select the build method. See either {{Link-SomewhereInThisManual|topic=StffgBldWzd|anchor=SrvcRqmts|display text=Defining service requirements}} or {{Link-SomewhereInThisManual|topic=StffgBldWzd|anchor=StfgRqmts|display text=Defining staffing requirements}}.
#*A {{Link-SomewhereInThisManual|topic=StffgBldWzd|anchor=Typs|display text=Deferred}} activity, see {{Link-SomewhereInThisManual|topic=StffgBldWzd|anchor=MMSLObjvs|display text=Defining multimedia service level objectives}}.
#*A {{Link-SomewhereInThisManual|topic=StffgBldWzd|anchor=Typs|display text=Fixed-staff}} activity, see {{Link-SomewhereInThisManual|topic=StffgBldWzd|anchor=StfgRqmts|display text=Defining staffing requirements}}.
#Fill in each screen that opens, and then click '''Finish'''.
#If you selected {{Link-SomewhereInThisManual|topic=StffgBldWzd|anchor=CmpRslts|display text=Compare results with previous}} in Step 1 of the '''Build Staffing''' dialog, the '''Scenario Build Results''' window opens.

'''Next step:'''

*Publish the scenario to the Master Forecast. For details, see {{Link-SomewhereInThisManual|topic=FrcstScn|anchor=Pblsh|display text=Publishing the forecast scenario}}.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Defining service requirements
|anchor=SrvcRqmts
|alignment=Vertical
|Media=
|image=
|structuredtext=If you select '''Service requirements''' for the build method in the '''Build Staffing''' wizard, use the following settings to define service level objectives when staffing {{Link-SomewhereInThisManual|topic=StffgBldWzd|anchor=Typs|display text=Immediate activities}}. When you select an objective's check box, you enable the text boxes for these target levels.

In some cases, you might want to use a template if the values for the objective are different for certain time steps. Otherwise, WFM uses the single value that you configure and applies it across all open hours of the activity.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=
|anchor=
|alignment=Horizontal
|Media=Image
|image=WM_900_stfg_sl-objs.png
|structuredtext=#In {{Link-SomewhereInThisManual|topic=StffgBldWzd|anchor=Stp2|display text=Step 2}} of the '''Build Staffing''' dialog, select the check box(es) for one or more of the following:
#*'''Use service level objective answered in sec'''—Specify the percentage of calls to be answered in a specific number of seconds. For example, 80% of calls must be answered in 20 seconds.
#**'''Immediate work'''—Enter a value (%) or
#**'''Use template'''—Click '''Edit''' to select a template from a list.
#*'''Use average speed of answer objective'''—Specify the average amount of time it takes for an agent to answer a call.
#**'''ASA in "sec"'''—Enter a value (seconds) or
#**'''Use template'''—Click '''Edit''' to select a template from a list.
|structuredtextwide=#Continued...
#*'''Use estimated average time to abandon in sec'''—This is not a service objective. It's a parameter that helps define the queuing system used when WFM builds staffing requirements. This value represents the average time it takes for impatient callers to abandon the call.
#**'''Use abandoned interaction objective'''—Check this box to enable it and
#**'''Maximum percent of interactions abandoned'''—Enter a value (%).
#*'''Use occupancy objectives'''—The total amount of time the agent is actually working on an activity as a percentage of the total amount of time the agent is available to work on an activity. See the {{Link-SomewhereInThisManual|topic=StffgBldWzd|anchor=Exmpl|display text=example}}.
#**'''The maximum occupancy rate (%)'''.—Enter a value (%) or
#**'''Use template'''—Click '''Edit''' to select a template from a list.
#When all requirements are defined, click '''Build'''.
#;WFM Web calculates staffing and displays the data in the {{Link-SomewhereInThisManual|topic=ScnStffgVw|anchor=top|display text=Staffing view}}. An error message appears if WFM Web cannot complete the calculation.

{{AnchorDiv|Exmpl}}
====Example—Occupancy objectives:====
Assume an agent has a shift from 8am-5pm, with a 30-minute lunch and 2x15-min breaks. Although the agent's total shift duration is 9 hours, the total amount of time the agent is actually available for work is 8 hours, after subtracting the time for the lunch and breaks.
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Defining staffing requirements
|anchor=StfgRqmts
|alignment=Vertical
|Media=
|image=
|structuredtext=If you select '''Staffing requirements''' for the build method in the '''Build Staffing''' wizard, use the following settings to define how staffing requirements are built for {{Link-SomewhereInThisManual|topic=StffgBldWzd|anchor=Typs|display text=Immediate activities}}, if you do not define any service objective, or for {{Link-SomewhereInThisManual|topic=StffgBldWzd|anchor=Typs|display text=Fixed-staff activities}}.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=
|anchor=
|alignment=Horizontal
|Media=Image
|image=WM_900_stfg_stfg-rqmts.png
|structuredtext=#In {{Link-SomewhereInThisManual|topic=StffgBldWzd|anchor=Stp2|display text=Step 2}} of the '''Build Staffing''' dialog, select one of the following options:
#*'''Number of agents at each timestep'''—Enter a value for the number of agents.
#*'''Average activity handling time in "sec"'''—Enter a value (seconds).
#*'''Use staffing template'''—Click '''Edit''' to select a template from a list.
#When all requirements are defined, click '''Build'''.
#;WFM Web calculates staffing and displays the data in the {{Link-SomewhereInThisManual|topic=ScnStffgVw|anchor=top|display text=Staffing view}}. An error message appears if WFM Web cannot complete the calculation.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Defining multimedia service level objectives
|anchor=MMSLObjvs
|alignment=Vertical
|Media=
|image=
|structuredtext=If you select '''Multimedia service level objectives''' for the build method in the '''Build Staffing''' wizard, use the following settings to define service level objectives when staffing {{Link-SomewhereInThisManual|topic=StffgBldWzd|anchor=Typs|display text=Deferred activities}}, such as responding to emails. Use either one of the following procedures:
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=
|anchor=
|alignment=Horizontal
|Media=Image
|image=WM_900_stfg_mm-sl-objs.png
|structuredtext=#In {{Link-SomewhereInThisManual|topic=StffgBldWzd|anchor=Stp2|display text=Step 2}} of the '''Build Staffing''' wizard:
#*Enter a value (%) for '''Deferred work''' or
#*Select '''Use service level template''' and click '''Edit''' to select a template from a list.
#Enter '''Time based on''':
#*'''Hours''' and select either '''Non-interrupted time''' or '''Interrupted time''' or
#*'''Business days''' and enter an integer greater than <code>0</code>.
#When all objectives are defined, click '''Build'''.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Understanding the build staffing settings
|anchor=SBOpts
|alignment=Vertical
|Media=
|image=
|structuredtext=Use '''Build Staffing''' dialog to specify the settings described below.

{{AnchorDiv|IndOccTm}}
===Indirectly occupied time===
Indirectly occupied time (IOT) is a parameter that helps to define the queuing model that WFM uses when building a staffing forecast. WFM considers a certain pool of agents in its queuing model when determining how calls will be distributed from the queue to agents. IOT affects the availability of agents to handle calls. For example, if you enter a value for IOT, such as <tt>10</tt>%, an agent will not be in the agent pool <tt>10</tt>% of the time (because the agent is off the phone).

Alternatively, you can define IOT by using a {{Link-SomewhereInThisManual|topic=StffgBldWzd|anchor=UseTmpl|display text=template}}.

{{AnchorDiv|CmpRslts}}
===Compare results against previous===
If you selected the '''Compare results against previous''' check box in the Build Staffing wizard Step 1, WFM compares the results obtained from the wizard with the previous staffing scenario results.

If you selected a {{Link-SomewhereInThisManual|topic=StffgBldWzd|anchor=Typs|display text=Deferred activity}}, the '''Initial queue''' field displays. Enter an integer value that is <tt>0</tt> or greater, or leave this value empty and the build process will assume that the value is <tt>0</tt>.

After you have completed the steps in the wizard, the Staffing Build Results window opens, showing a comparison of the new and previous calculated staffing in a graph.

Where the new calculated staffing results in:

*An increased number of agents, the graph shows the area in dark blue.
*A decreased number of agents, the graph shows the area in rose.

Click '''Save''' to keep the new calculated staffing in your scenario or '''Discard''' to return to the original calculated staffing values.

{{AnchorDiv|InitQuVl}}
===What is the initial queue value?===
The initial queue value is used in the {{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Administrator|topic=CCPerf|display text=Contact Center Performance Report}} > '''Queue''' > '''Forecasted''' column for the first day of the new forecasting period after you publish the Master Forecast. For example, if you have published the Master Forecast for 02/02 - 08/02, the Forecasted column for 09/02 displays the backlog value that is proposed in the Staffing Forecast Build wizard for 09/02 in the '''Initial queue''' field.

The '''Initial queue''' field is visible only for Deferred activity types.
|structuredtextwide=
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|Status=No
}}
}}

@@ Line 19: / Line 19: @@
 *If you plan to use templates, {{Link-SomewhereInThisManual|topic=MngTmpls|anchor=NwTmplWz|display text=create them}}.
 Be aware that even if there is IV and AHT data for child activities, this wizard does not build a staffing forecast for the parent multi-site activity.
 |Status=No
 }}{{Section

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 |Context=Build staffing data, by defining the number of agents in forecast scenarios.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Prereq=
 |Section={{Section

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

Brian.Marshall.IX: Published

WikiSysop at 12:45, August 4, 2022

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"