Sites
Contents
This page provides links to topics that explain how to create and manage sites.
Sites can be equivalent to switches, which are defined in Genesys Configuration Manager and imported into WFM.
You can create sites in WFM 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.
Go to Configuration > Organization and select Sites to complete the following tasks:
- Create new sites
- Edit sites
- Delete sites
- Associate agents with sites
- Distribute agents between teams.
Site properties
When you create a site or select an existing one, the properties for that site are displayed in the Site Properties pane. At the top of this pane, you can view additional configuration settings for the site, by selecting Teams or Agents.
The fields in the Properties pane are:
- Name—Enter a name for a new site or edit the existing one. The name must be unique in the WFM environment.
- Associated Switch—A read-only field that shows the switch associated with the site as configured in Genesys Administrator.
- Maximum Number of Seats—The maximum number of seats in the center. This places a limit on the number of agents that Workforce Manager can schedule at any given time. Some combinations of activity sets and task sequences might conflict with this constraint. In cases of conflict, Scheduler gives priority to the activity set.
- Time Zone—The default time zone. To change it, select the desired time zone from the drop-down list.
- Business Unit—The business unit, with which the site is associated.
- Alarm Threshold—The number of minutes before or after a Schedule State Group is scheduled to occur before an agent is considered severely non-adherent. Can be set to any integer between 0-1440 (24 hours). The default value is 5 minutes.
- Allow auto-approval of schedule trades—Check this box to enable auto-approval of this trade type. Clear it to require manual approval of all agent schedule trades.
- Allow Agents to create Shared Transport—Check this box to enable agents on this site to create and modify shared transport groups.
- Paid Breaks are mandatory—Check this box to make paid breaks mandatory during scheduling. By default, the check box is cleared. (See Tip below.)
- Suppress Break-related warnings while scheduling—Check this box to suppress break-related warnings during scheduling. By default, the check box is cleared. (See Tip below.)
The following check boxes exist while you are creating a new site. After the site is saved these check boxes are no longer visible:
- Generate default Schedule State Groups and Exception Types—Check this box to enable WFM to create default schedule state groups and exception types.
- Associate existing exceptions with site—Check this box to enable WFM to verify that none of the newly created exception types for the site's BU have the same name as an existing exception type. If there is duplication, WFM adds a new site to its associated sites. If no duplication exists, a new exception type is created.
Managing sites
Manage the sites in your enterprise by using the following controls to create, edit, and delete sites in this pane:
Search field—Enter the search criteria. For example, the name of a site.
New—Click to add a new site.
Delete—Click to delete an existing site.
Copy—Click to copy the selected site.
Help—Click to open a Help topic for the Sites pane.
Creating sites
To create a site:
- In the Configuration module, select Organization > Sites.
- In the Sites pane, click New .
- On the Properties pane, in the Name field, enter a name for the site.
The name must be unique in the WFM environment. - In the Maximum Number of Seats field, enter the maximum number of seats in this site.
- From the Time Zone drop-down list, select a time zone for the site.
- From the Business Units drop-down list, select the business unit, with which you want to associate this site.
- In the Alarm Threshold field, enter a value for the alarm.
- See Alarm Threshold, for information about this parameter.
- Check the Allow auto-approval of schedule trades if you want the agents in this site to have automatic approval for any schedule trade requests. If not, leave the check box empty.
- Check the Allow Agents to Create Shared Transport if you want the agents in this site to be able to make shared transport requests. If not, leave the check box empty.
- Check the Generate default Schedule State Groups and Exception Types if you want WFM to create default schedule state groups and exception types. If not, leave the check box empty.
- Check the Associate existing exceptions with site if you want WFM to verify that none of the newly created exception types for the site's BU have the same name as an existing exception type. If not, leave the check box empty.
- Click Save Now
.
For help with configuration of your new site, see Site properties.
Copying sites
To create a new site by copying an existing one:
- In the Sites pane, select a site and click Copy .
- In the Properties pane, rename the new site and configure the properties, if required.
Although some of the configuration settings transfer from the original to the copy, you must do the rest of the configuration as described in Site properties and Associating agents with sites.
Editing sites
To configure a site or edit its configuration:
- In the Sites pane, select it.
- Enter the appropriate settings as described in Site properties.
- Settings on the Agents pane are described in Associating agents with sites.
Deleting sites
To delete an site:
- In the Sites pane, select the site you want to delete.
- Select Delete .
- When the Confirmation dialog opens, click Yes to continue or No to retain the selected site and it's properties.