Workforce Management Web for Supervisors (Classic) Help

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Article	Description
Article	Description
Activities	This topic provides links to procedures for configuring activities.
Add Calendar Items Wizard	Use this wizard to choose the activities and agents that will be associated with the calendar items you are adding. Calendar items are things like availability, days off, exceptions, shifts, time off, and working hours.
Add Overhead Wizard	Use the Add Overhead Wizard to to add planned or unplanned overhead to forecasts. WFM uses this data to forecast shrinkage in schedules.
Add/Remove Scenario Elements Wizard	Learn how to use this wizard to modify the data in scenarios.
Adding Breaks and Meals to Shifts	Define the rules for assigning breaks and meals to shifts within shift sequences.
Adherence	Use the Adherence view to monitor real-time agent adherence to the schedule, display the data in either a table (Details view) or pie chart (Graphical view).
Adherence Reports	Choose from three different reports to view adherence details and statistics at the business unit, site, team, or agent level, or on a per-channel basis.
Adherence Views	View and customize detailed agent adherence data in a table or graphical format.
Adjusting and splitting volumes	Set parameters in the forecast scenarios properties to adjust and split the volumes data.
Agent Contracts and Rotating Patterns	Where union or contractual requirements exist, assign contracts and/or rotating patterns to agents. Contracts are similar to employment contracts and Rotating Patterns consist of rotating work weeks, work days, work hours, and/or work activities.
Agents	View and configure agent properties, and assign Activities, Contracts, or Rotating Patterns to agents.
Agents Time Off	Manage time-off rules and time-off types for an agent.
Associating Agents with Rotating Patterns	Associate agents with the Rotating Patterns to assign consistent work weeks, days, hours, and/or activities.
Audit Reports	Use the Audit reports to track the actions performed by supervisors while working in the Calendar and Master Schedule.
Availability Patterns	Use Availability Patterns to define the default settings for the days and hours that contracts can be scheduled.
Building staffing	Build staffing data, by defining the number of agents in forecast scenarios.
Building staffing for multiple activities	Build staffing data for multiple activities based on default forecasting objectives.
Building volumes	Set parameters that will be used to build volumes data in forecast scenarios for one or multiple activities.
Business Units	Use these controls to create business units (BU) that 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.
Calendar	Add and edit agents' exceptions, preferences, and time off using the Calendar view's settings dialogs, and wizards.
Calendar Reports	Use the various Calendar reports to display calendar items data, such as time off, days off, shifts, rotating patterns, availability, working hours, exceptions, and preferences.
Cleanup Master Schedule Window	Only when necessary, safely remove data for a certain date range and/or agents' schedule data from the Master Schedule.
Colors	Configure the color scheme that WFM uses in the Schedule views to display schedule items.
Commit/Rollback Multiple Wizard	Use the wizard to commit or roll back pending schedule changes for selected agents on selected dates.
Common controls in the UI	Learn about the controls that are commonly used throughout the views in the WFM Supervisor application.
Common forecasting tasks	Find out which common tasks can be completed in more than one Forecasting view.
Configuration	This topic list the views available in the Configuration module.
Configuration Reports	Use the Configuration reports to summarize the configuration settings for the Activities and Shared Transport objects.
Configuring Bidding Periods	Enable agents to bid for time off within a specified period.
Contract Constraints	Define basic scheduling parameters for new or existing employment contracts.
Contract Shifts, Agents, and Profiles	Assign and manage shifts, agents, and profiles in contracts.
Contracts	Use the Contracts views to create and manage contracts.
Contracts Site Settings	Configure settings for sites that are associated with contracts.
Creating Activity Sets and Groups	Use Activity Sets to facilitate multi-skilled scheduling, and Activity Groups to facilitate contact center performance monitoring and reporting.
Date Selectors	Use the date selectors to set the start date, month, and first work day for the data that displays in various views in the interface.
Day Off and Weekend Rules	Configure day-off and weekend rules while creating and editing contracts.
Default forecasting objectives	Use Default forecasting objectives to configure default target service levels or staffing requirements for different types of activities.
Delete Multiple Wizard	Use the wizard in either Schedule Scenarios or the Master Schedule to delete items from multiple agents' schedules, simultaneously.
Edit Multiple Wizard	Use this wizard to edit one or more agents' schedule items at once.
Editing Schedule Items	When modifying individual agent's schedules, use various WFM wizards and dialogs to edit schedule items.
Exception Types	Manage part day and full day Exception types, which define periods of time when agents are engaged in non-work activities, such as training or meetings.
Filtering Agents and Teams	In the Configuration > Shared Transport view filter a list of agents or teams. agents and teams.
Filtering, Options, and Preference Statuses	Learn how to filter the items that appear in the Calendar Items view, show or hide columns in the table, and change the status of agent preferences in the Calendar.
Find Events	Use the wizard to search through historical data for periods of time that represent anomalies and use this information to build accurate forecast scenarios.
Finding Agents in Tables	Use the Find Agents feature to quickly find agents in large tables.
Forecast Reports	Use these reports to display the anticipated activity and staff requirements data in tabular or graph format.
Forecast Scenario Overheads View	In this view, edit predefined overhead data that WFM uses to forecast shrinkage while scheduling and manage overhead that is associated with Schedule State Groups.
Forecast Scenarios	Manage and publish forecast scenarios created by you and others (if shared).
Forecast Scenarios View	Use this view to open and manage forecast scenarios created by you and others (if shared).
Forecast Templates	Configure and manage forecast templates that you can use to create forecasts for sites or business units that have little or no historical data.
Forecasts	Use the Forecast views to create and edit forecast scenarios and publish optimal scenarios to the Master Forecast.
Forecasts	Find out what's in the Forecast menu and sub menus, and learn how to work with forecasts and historical data.
Getting started	Learn about the basic features in WFM before you begin making forecast predictions. .
Getting started	Get an overview of the task that supervisors can perform using WFM and learn about some preliminary task that you can do to get started.
Graph View Options	This topic describes how to customize the display of the Scenario Graphs view, the Master Forecast Graphs view, or the Historical Data Graphs view.
Historical Data	This topic lists the views in Historical Data. Configure settings to define how interaction volumes within historical data is displayed in the grid. Configure the settings to display for historical data in a line graph.
Import	Manually import historical data into WFM.
Individual and Team Schedule Reports	Configure these reports to display data for each agent's schedule and each team's schedule, individually.
Insert Multiple Wizard	Use the wizard in either Schedule Scenarios or the Master Schedule to add items into multiple agents' schedules, simultaneously.
Inserting Schedule Items	When modifying individual agent's schedules, use various WFM wizards and dialogs to insert schedule items.
Intra-Day Schedule Rebuild Wizard	Use the wizard to rebuild an Intra-Day schedule for multiple days (selected dates or a date range) for a site, team, or an agent.
Logging in and out	Learn how to log in and switch between the classic Supervisors UI and the latest Forecast UI, and what you can change in user settings.
Logging In and Out	Type or copy the WFM Web URL into a browser and log in to start working in Web for Supervisors.
Managing overlays and events	Create and manage overlays and overlay events.
Managing shrinkage data	Manage the shrinkage data for activities in forecast scenarios, in some cases by applying templates.
Managing templates	Learn how use forecast templates to create forecasts for sites or business units that have little or no historical data.
Marked Time	Use Marked Time to identify periods of time that are not already accounted for that WFM should track and display in the schedule and reports.
Master Forecast	View statistics, staffing, and overhead data in the Master Forecast and customize the statistics display in graph or table format.
Master Forecast Cleanup and Graph Options	Learn about options to customize the display of the Master Forecast Graphs view and how to remove information from the Master Forecast for specific dates and activities.
Master Forecasts	Learn how to use the settings and understand and manage the data, and find events in the Master Forecast views.
Master Schedule
Master Schedule Agent-Extended View	Display and edit a single agent's schedule for a week or the schedule planning period.
Master Schedule Changes Approval	View and approve pending schedule changes made by others.
Master Schedule Coverage View	Compare the Master Schedule's staffing coverage with the forecast (calculated and required) staffing data.
Master Schedule Intra-Day View	Manage agents' schedule details for a specific day in the Master Schedule.
Master Schedule Intra-Day: Accessibility and Dialogs	Make it easy for impaired users to select commands, and customize settings in the Master Schedule Intra-Day view dialogs.
Master Schedule Intra-Day: Performance Data Target	Choose a target for which to track the performance data that WFM displays in Intra-Day schedules.
Master Schedule Overtime Requirement View	Enter and edit overtime requirements into the Master Schedule.
Master Schedule State Group Totals	Display coverage statistics for each timestep in a selected day to assist in determining the cause of schedule overstaffing or understaffing.
Master Schedule Summary View	Configure the display of Master Schedule statistics in a summary view.
Master Schedule Weekly View	Configure summary tables to display the total paid hours, working start/end times, or shift names for selected agents.
Meeting Scheduler	Use the Meeting Scheduler to create ad hoc meetings, add participants, and set the date and other details.
Meetings	Use the Meeting Planner to configure and manage meetings that you know about in advance, or for reoccurring meetings.
Modify Individual Agents' Schedules	Insert and edit, and move schedule items for a particular agent.
Multi-Site Activities	Create and configure multi-site activities, which are regular activities within multiple sites in the same business unit, for tracking and reporting purposes.
New Forecast Wizard	Set general parameters and select activities to create forecast scenarios that can be used as master forecasts.
New Schedule Scenario Wizard	Create and populate schedule scenarios, choosing the optimal scenario as a basis for the master schedule.
Notifications	Create and manage notifications that alert users of schedule and time-off changes.
Optimizing the UI display	Get recommendations for optimizing the WFM GUI display.
Organization	This page lists the objects you can configure in your organization.
Overlays	Configure and manage forecast overlays that act as factors, helping you to track events that might affect interaction volumes.
Overlays	Learn how overlays impact forecast predictions, and understand overlay properties and data.
Overtime Bidding	Learn how using Overtime Offers that enable agents to bid on the overtime hours they most prefer can help with meeting your overtime requirements.
Performance	Learn how to display performance statistics for business units, sites, and activities.
Performance	Learn how to display performance statistics for business units, sites, and activities.
Performance Alerts View	This topic describes how to configure visual alert notifications for unacceptable performance.
Performance Alerts View	This topic describes how to configure visual alert notifications for unacceptable performance.
Performance Intra-Day View	View WFM performance statistics in both summarized and detailed displays in a grid.
Performance Intra-Day View	Use the Intra-Day view to display performance statistics (both summarized and detailed) in a grid.
Performance Monitor View	Use this view to monitor each performance statistic, displayed in a horizontal bar graph and based on the most recent timestep.
Performance Monitor View	Use the Monitor view to display performance statistics for the most recently completed timsetep.
Performance Reports	Use the Performance Reports to summarize site performance measures in tabular and/or graph formats.
Policies	Use Policy objects to configure the rules that govern the work schedules of contact-center agents. WFM considers these rules (defined as policies for each site) when making forecasts and setting up schedules.
Policies Reports	Use the Policies Reports to summarize data about policy objects.
Publishing and Extracting Forecasts	Use a wizard to transfer unpublished forecast scenarios to Master Forecasts, or to extract Master Forecast information to forecast scenarios.
Publishing and Extracting Schedules	Use a wizard to transfer unpublished (or previously-published) schedule scenarios to the Master Schedule, or to extract Master Schedule information to schedule scenarios.
Reports	View and generate a variety of WFM reports.
Reports List	Please let
Reports Scheduler	Use Report Scheduler to schedule reports and then, view and edit those schedules.
Required and split staffing methods	Set the required staffing values and learn how to split multi-site activities staffing data between its associated activities.
Required Staffing Wizard	Define required staffing values in forecast scenario by using the wizard.
Review Requests and Messages Dialogs	Find out how to view and what kind of information you'll find in the Review Batch Requests and Review Calendar Messages dialogs.
Reviewing Messages
Role Privileges	Assign role privileges to users, enabling them to perform various actions or tasks in WFM modules and views.
Roles	Create and assign user security roles to control general access privileges and permissions.
Rotating Patterns	Create and manage rotating weekly patterns. Rotating patterns consist of rotating work weeks, working days, working hours, and/or work activities.
Rotating Patterns Properties	Configure properties and other settings in rotating weekly patterns. Rotating patterns consist of rotating work weeks, work days, work hours, and/or work activities.
Scenario Agent-Extended View	View and edit a single agent's schedule for a week or for the schedule planning period.
Scenario Coverage View	Compare a schedule's staffing coverage with the forecast (calculated and required) staffing data.
Scenario Graphs View	Configure the settings to display selected forecast scenarios data in a line graph.
Scenario Intra-Day View	Manage schedule details for agents and profiles, for a selected scenario on a specific day.
Scenario Intra-Day: Edit Comments Dialog Box
Scenario Intra-Day: Options Dialog Box	Configure the options for the type of data you want to display in Scenario > Intra-Day schedules.
Scenario Intra-Day: Performance Data Target	Choose a target to see the performance data in the Schedule Intra-Day views.
Scenario Intra-Day: Review Messages (Save) Dialog Box
Scenario Intra-Day: Wizards and Dialogs	Use the wizards and dialogs in the Scenario Intra-Day view to publish/extract schedule data, set the performance target, edit comments and other options, and review messages.
Scenario Profiles/Bidding View	Assign agents to schedules that you created by using profiles.
Scenario Staffing View	Edit calculated and required staffing in selected Forecast scenarios.
Scenario State Group Totals	Display the coverage statistics for every timestep in a selected day.
Scenario Summary View	Open the view to display a summary of statistics about the current schedule scenario.
Scenario Volumes View	Build or edit the selected forecast scenario's interaction volumes and average handle times.
Scenario Weekly View	Open the view to display a summary table of total paid hours, working start/end times, or shift names.
Scenarios	Learn how to perform all of the basic tasks to help you manage forecast scenarios.
Schedule Bidding	Learn how to create schedule bidding scenarios that contain no agent names, and distribute those schedules to agents, enabling them to rank and bid on their most desired and least desired schedules.
Schedule Build Wizard	Use the wizard to build schedules for selected sites, based on selected forecast scenarios that include all activities and agents defined for those sites.
Schedule Filter Dialog
Schedule Marked Time Reports	Configure these reports to display data related to Marked Time for enterprises, business units, sites, teams, or agents. WFM uses Marked Time to identify and track periods of time that are not already accounted for. For more information, see Marked Time.
Schedule Rebuild Wizard	Use the wizard to change the agents, teams, and/or dates in built schedules.
Schedule Reports	View and generate a variety of WFM Schedule reports.
Schedule Scenarios	Learn about the different views within the Scenarios view and the type of data you'll find in each of them. Then, open and manage new and existing schedule scenarios.
Schedule State Groups	Learn about Schedule State Groups, schedule states, and Genesys states.
Schedule State Reports	Configure these reports to display the Schedule states data from schedule scenarios or Master Schedules for teams or agents.
Schedule Trade and Bidding Reports	Configure these reports to display schedule trade and schedule bidding data.
Schedule Validation	View and manage warning and error messages that were generated the last time the schedule was built, validated, or rebuilt.
Schedule Validation and Summary Reports	Configure these reports to display schedule validation warning messages and schedule summary data.
Scheduled Budget and Agent Comments Reports	Configure these reports to display data related to agents daily pay and agent comments in the schedule.
Schedules	Get an overview of WFM scheduling, including access security, scheduling tasks, using profiles, using schedule scenarios and master schedules, and dealing with schedule changes.
Security and accessibility	Learn about Workforce Management's security and accessibility features.
Shared Transport	Create and manage shared transport.
Shift synchronization	Configure shift synchronization and learn how it impacts schedule planning periods, contracts, team, and days off.
Shifts	Create and manage shifts that define basic workday parameters.
Shrinkage in scenarios	Learn about the types of data you'll find in the Shrinkage grid, how to navigate it, and customize it.
Sites	This page provides links to topics that explain how to create and manage sites.
Staffing Budgeting Information	This topic describes how to enter the paid hours and wage you want to use in the forecast.
Staffing Build Wizard	Use the wizard to build forecast staffing data for a single-site or multi-site activity, based on set parameters.
Staffing Build Wizard for Multiple Activities	Build staffing data for multiple activities based on default forecasting objectives.
Staffing in scenarios	Learn about the types of data you'll find in the Staffing grid, how to navigate it, and customize it.
Staffing Split Wizard	When staffing forecasts, use the wizard to split a multi-site activity's staffing results between its associated activities.
Statistics	Learn about the objects, types, and filters in statistics properties, and other optional settings that can be used when adding statistics to activities.
Statuses Filter Dialog
Swap Agent Schedules Wizard	Use the wizard to swap agents' schedules, when necessary.
Task and Shift Sequences	Use task sequences to enable agents to work only on a specified set of tasks, and use shift sequences to configure and manage shift items, such as meals and breaks.
Templates	Learn when and how to use different template types and understand the template data.
The Supervisor's window	Learn how to use the Web for Supervisors controls, icons, modules, and views to customize the GUI display.
Time Zones	View a list of time zones in WFM and learn how to configure Daylight Saving Time.
Time-Off Bidding	Get an overview of how WFM automates time-off bidding requests and assignments, and learn how to configure time-off bidding periods.
Time-Off Limits	Use the Time-Off Limits feature to control the number of agents allowed to take time off, thereby ensuring your service level objectives are not adversely affected.
Time-Off Rules	Learn how to use time-off rules to control how agents' time-off hours are accrued and awarded, and define options for time-off requests.
Time-Off Types	Configure and manage multiple time-off types.
Trading	Understand the criteria for the schedule trade proposals included in the list of Trades.
Users	Configure user properties, security roles, privileges, and access rights. Users are supervisors and other persons who are not agents.
Volumes Build Wizard	Use the wizard to build volume data for one or more selected activities in forecast scenarios.
Volumes in scenarios	Learn about the types of data you'll find in the Volumes grid, how to navigate it, and customize it.
Volumes Split Wizard	Use the wizard to split volumes in forecast scenarios for multi-site activities.
Weekly Schedule Reports	Configure these reports to display the weekly schedule data for agents, activity staffing, teams , and coverage.
What-If Window	Analyze how changes in statistics affect other factors by using what-If scenarios.
What-If Window	Analyze how changes in statistics affect other factors by using what-If scenarios.