Difference between revisions of "PEC-WFM/Current/Supervisor/NwFrcstWz"

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|Context=Set general parameters and select activities to create forecast scenarios that can be used as master forecasts.
 
|Context=Set general parameters and select activities to create forecast scenarios that can be used as master forecasts.
 
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|Platform=PureEngage
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|Platform=GenesysEngage-cloud
 
|Role=Supervisor
 
|Role=Supervisor
 
|Application=Workforce Management
 
|Application=Workforce Management
 
|Section={{Section
 
|Section={{Section
 
|alignment=Vertical
 
|alignment=Vertical
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|structuredtext={{NoteFormat|Starting in this release, WFM has a new interface for the Forecast module. If you have landed on this page by accident and are using the new Supervisors interface, see the "Scenarios" page in the ''{{Link-SomewhereInThisVersion|manual=|topic=Welcome|anchor=|display text=Workforce Management Supervisor Help - BROKEN LINK - }}'', which describes the new {{Link-SomewhereInThisVersion|manual=|topic=ForecastMdl|anchor=|display text=Forecast module - BROKEN LINK - }}.|2}}
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|structuredtext={{NoteFormat|Starting in this release, WFM has a new interface for the Forecast module. If you have landed on this page by accident and are using the new Supervisors interface, see the "Scenarios" page in the ''{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=SupervisorHelp|topic=FrcstScn|display text=Workforce Management Supervisor Help}}'', which describes the latest {{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=SupervisorHelp|topic=ForecastMdl|display text=Forecast module}}.|2}}
  
 
{{AnchorDiv|FrstScnro}}
 
{{AnchorDiv|FrstScnro}}
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Use the '''New Forecast Wizard''' (NFW) to create a new forecast scenario. Defining a forecast scenario involves naming the forecast, defining a forecast date range, adding comments (optional), and selecting the activities the forecast will cover. You also have the option of basing the scenario on an existing forecast or building the numbers later.
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Use the '''New Forecast Wizard''' to create a new forecast scenario. Defining a forecast scenario involves naming the forecast, defining a forecast date range, adding comments (optional), and selecting the activities the forecast will cover. You also have the option of basing the scenario on an existing forecast or building the numbers later.
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{{AnchorDiv|CrtFrstWthWiz}}
 
{{AnchorDiv|CrtFrstWthWiz}}
  
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==Creating forecast scenarios==
 
This is Video 1 in a 4-video series. When you are ready to build volumes for the scenario, watch {{Link-SomewhereInThisManual|topic=VlmBldWiz|anchor=BdlVlmsDtWz|display text=Video 2}}.
 
This is Video 1 in a 4-video series. When you are ready to build volumes for the scenario, watch {{Link-SomewhereInThisManual|topic=VlmBldWiz|anchor=BdlVlmsDtWz|display text=Video 2}}.
 
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#Select the '''Forecast''' tab.
 
#Select the '''Forecast''' tab.
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#Select {{Link-SomewhereInThisManual|topic=FSFrcstScnVw|anchor=top|display text='''Scenarios'''}} from the '''Views''' menu.
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#Select {{Link-SomewhereInThisManual|topic=FSFrcstScnVw|anchor=top|display text=Scenarios}} from the '''Views''' menu.
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#Click '''New''' [[File: WM_851_icon-new.png|link=]] on the '''Forecast Scenarios''' view toolbar.<br>  The first of the '''New Forecast Wizard's''' screens, {{Link-SomewhereInThisManual|topic=NFWGnrlParams|anchor=top|display text=General Parameters}}, opens.
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#Click '''New''' [[File: WM_851_icon-new.png|link=]] on the '''Forecast Scenarios''' view toolbar.<br>  The first of the '''New Forecast Wizard's''' screens, {{Link-SomewhereInThisVersion|manual=Supervisor|topic=NwFrcstWz|anchor=NFWGnrlParams|display text=General Parameters}}, opens.
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#Fill in the '''General Parameters''' screen and then click '''Next'''. The {{Link-SomewhereInThisManual|topic=NFWSlctActv|anchor=top|display text=Select Activity}} screen opens.
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#Fill in the '''General Parameters''' screen and then click '''Next'''. The {{Link-SomewhereInThisVersion|manual=Supervisor|topic=NwFrcstWz|anchor=NFWSlctActv|display text=Select Activity}} screen opens.
 
#Select one or more activities and then click '''Finish'''.
 
#Select one or more activities and then click '''Finish'''.
  
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After you create a scenario, you can build interaction volume, AHT, and staffing forecasts, add comments, and publish the scenario. For details, see {{Link-SomewhereInThisManual|topic=FrcstScn|anchor=top|display text=Forecast Scenarios Overview}}.
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After you create a scenario, you can build interaction volume, AHT, and staffing forecasts, add comments, and publish the scenario. For details, see the {{Link-SomewhereInThisManual|topic=FrcstScn|anchor=top|display text=Forecast Scenarios}} overview.
 
|Status=No
 
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}}{{Section
 
}}{{Section
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|sectionHeading=Terminology review
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|sectionHeading=Defining general parameters
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|anchor=TerminologyReview
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|anchor=NFWGnrlParams
 
|alignment=Vertical
 
|alignment=Vertical
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|structuredtext=To better understand WFM forecasting and scheduling views and dialog boxes, it is helpful to review certain WFM terminology.
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|structuredtext=Use the General Parameters screen in the New Forecast Wizard to define your new forecast's name, dates, and other basic information.
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<ol>
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<li>In the '''Name''' text box, enter a name for the forecast scenario.</li>
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<li>If you want to base this scenario on one that already exists, select the existing scenario (or the Master Forecast) from the '''Based on''' drop-down list. Otherwise keep '''None''' to create a scenario with no forecast numbers. You can then use the {{Link-SomewhereInThisManual|topic=VlmBldWiz|anchor=top|display text=Volumes Build Wizard}} to populate the forecast.<br><br>  Basing your new scenario on an existing scenario is a convenient way to build forecasts with frequently used settings. The wizard takes the dates activities from the source scenario, and applies them to the new scenario. You can then change these parameters.</li>
 +
<li>In the '''Start date''' and '''End date''' text boxes, enter the scenario's start and end dates.<br>  You can type directly into each text box, use the up or down arrow to modify the displayed date, or click the button at right to display a calendar.
  
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{{AnchorDiv|Actvs}}
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{{NoteFormat|The scenario's date range cannot be more than two years.|2}}</li>
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===Activities===
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<li>If you want to fill the new scenario with data from the source ('''Based on''') scenario, select the '''Copy Data''' check box.<br>  If you did not select a value from the '''Based on''' drop-down list, this check box is disabled.</li>
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''Activities'' are work items that are tracked and managed using Genesys Workforce Management. On a general level, example activities are answering inbound calls, responding to email, completing after-call work, performing scheduled callbacks, and participating in chat sessions. When you create forecasts and schedules, these activities are typically associated with a specific product, such as inbound calls for product A, inbound calls for product B, and so on. In the Configuration Utility, activities are associated with skills. You define separate activities for each site or business unit.
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<li>If you want this scenario to be available to other WFM users, select '''Shared'''.</li>
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<li>If you want to enter comments about this scenario, use the '''Comments''' text box.</li>
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{{AnchorDiv|Sts}}
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<li>Click '''Next''' to proceed to the next screen.</li>
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===Sites===
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</ol>
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''Sites'' can be equivalent to switches, which are originally defined in Genesys Administrator and then imported into WFM via WFM Server. See "Creating Switch Objects" in ''[https://docs.genesys.com/Documentation:GA:user:CfgSwitch:8.5.2#t-1 Genesys Adminsitrator Extension Help]''.  
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|Status=No
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}}{{Section
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You can also create sites that are unrelated to a switch. This is appropriate when switches do not correlate with your company's organization. For example, a single location could be divided into multiple entities to reflect divisions along business unit lines.
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|sectionHeading=Selecting activities
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|anchor=NFWSlctActv
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Sites can use ''activity sets'', which provide a means to combine activities into groups for multi-skilled scheduling. During that time:
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|alignment=Vertical
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|structuredtext=Use the Select Activity screen in the New Forecast Wizard to finish defining your new forecast.
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*Agents can only work on the activities defined for the activity set.  
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<ol>
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*Scheduler cannot schedule meals at times that would interrupt the activity set.
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<li>Expand the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=ForecastMdl|anchor=Sts|display text=applicable sites}} or {{Link-SomewhereInThisVersion|manual=Supervisor|topic=ForecastMdl|anchor=BsnUnt|display text=business units}}.</li>
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<li>Select the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=ForecastMdl|anchor=Sts|display text=single-site}} or {{Link-SomewhereInThisVersion|manual=Supervisor|topic=ForecastMdl|anchor=MltiSte|display text=multi-site activities}} that you want to be included in this forecast. These are activities previously defined in the WFM Web.<br>  You can expand business units to display their sites and multi-site activities, and you can expand sites to display their activities. You can select any number of activities.<br><br>  By default, all activities are selected when this screen opens. Clear the check boxes for any activities that you do not want to include in this forecast scenario.<br><br>  If you selected a value from the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=NwFrcstWz|anchor=NFWGnrlParams|display text=General Parameters}} screen's '''Based on''' drop-down list, the activities that were in the source scenario are selected in the '''Activities''' list. You can select any additional activities, or clear selected ones, to customize this forecast scenario.
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Business units cannot use activity sets.
 
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{{AnchorDiv|BsnUnt}}
 
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===Business units===
 
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A ''business unit'' consists of a set of sites that may be grouped together because the agents at the sites perform the same activity, or for ease of management.
 
  
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{{AnchorDiv|MltiSte}}
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{{NoteFormat|You can add activities to a forecast after it has been created.|2}}</li>
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===Multi-site activities===
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<li>Click '''Finish''' to generate the new forecast.</li>
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''Multi-site activities'' combine activities at some or all of the sites in a business unit, as well as independent sites, for tracking purposes.
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</ol>
 
|Status=No
 
|Status=No
 
}}
 
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Latest revision as of 17:05, August 4, 2020

This topic is part of the manual Workforce Management Web for Supervisors (Classic) Help for version Current of Workforce Management.

Set general parameters and select activities to create forecast scenarios that can be used as master forecasts.

Related documentation:
Tip
Starting in this release, WFM has a new interface for the Forecast module. If you have landed on this page by accident and are using the new Supervisors interface, see the "Scenarios" page in the Workforce Management Supervisor Help, which describes the latest Forecast module.

Use the New Forecast Wizard to create a new forecast scenario. Defining a forecast scenario involves naming the forecast, defining a forecast date range, adding comments (optional), and selecting the activities the forecast will cover. You also have the option of basing the scenario on an existing forecast or building the numbers later.


Creating forecast scenarios

This is Video 1 in a 4-video series. When you are ready to build volumes for the scenario, watch Video 2.

To use the New Forecast Wizard:

  1. Select the Forecast tab.
  2. Select Scenarios from the Views menu.
  3. Click New WM 851 icon-new.png on the Forecast Scenarios view toolbar.
    The first of the New Forecast Wizard's screens, General Parameters, opens.
  4. Fill in the General Parameters screen and then click Next. The Select Activity screen opens.
  5. Select one or more activities and then click Finish.
After you create a scenario, you can build interaction volume, AHT, and staffing forecasts, add comments, and publish the scenario. For details, see the Forecast Scenarios overview.

Defining general parameters

Use the General Parameters screen in the New Forecast Wizard to define your new forecast's name, dates, and other basic information.

  1. In the Name text box, enter a name for the forecast scenario.
  2. If you want to base this scenario on one that already exists, select the existing scenario (or the Master Forecast) from the Based on drop-down list. Otherwise keep None to create a scenario with no forecast numbers. You can then use the Volumes Build Wizard to populate the forecast.

    Basing your new scenario on an existing scenario is a convenient way to build forecasts with frequently used settings. The wizard takes the dates activities from the source scenario, and applies them to the new scenario. You can then change these parameters.
  3. In the Start date and End date text boxes, enter the scenario's start and end dates.
    You can type directly into each text box, use the up or down arrow to modify the displayed date, or click the button at right to display a calendar.
    Tip
    The scenario's date range cannot be more than two years.
  4. If you want to fill the new scenario with data from the source (Based on) scenario, select the Copy Data check box.
    If you did not select a value from the Based on drop-down list, this check box is disabled.
  5. If you want this scenario to be available to other WFM users, select Shared.
  6. If you want to enter comments about this scenario, use the Comments text box.
  7. Click Next to proceed to the next screen.

Selecting activities

Use the Select Activity screen in the New Forecast Wizard to finish defining your new forecast.

  1. Expand the applicable sites or business units.
  2. Select the single-site or multi-site activities that you want to be included in this forecast. These are activities previously defined in the WFM Web.
    You can expand business units to display their sites and multi-site activities, and you can expand sites to display their activities. You can select any number of activities.

    By default, all activities are selected when this screen opens. Clear the check boxes for any activities that you do not want to include in this forecast scenario.

    If you selected a value from the General Parameters screen's Based on drop-down list, the activities that were in the source scenario are selected in the Activities list. You can select any additional activities, or clear selected ones, to customize this forecast scenario.
    Tip
    You can add activities to a forecast after it has been created.
  3. Click Finish to generate the new forecast.
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