Using the Scenario Viewer
The Scenario Viewer is the first screen you see when you open the application. Once you have selected a Center, Staff Type, and Contact Type combination, the Scenario View main grid displays.
The grid looks like a spreadsheet, with a month or week label for each column and information for each row (for example, staff levels, shrinkage assumptions, staff efficiency metrics, contact information, service quality performance, and financial performance information).
The very top of the screen lists the scenario file name that is in use (for example, Current Year Plan.cbg). Below the file name is the text menu: File, Edit, Input, Optimize, Results, and Help, accessible by mouse, or by pressing the ALT key in combination with the underlined letter of the command.
Below the text menu is a row of labeled buttons for major Genesys Decisions features. These buttons include New, Open, Save, Export, Print, Undo, Settings, Staff, Forecast, Learning, Financials, Staff Plan, Hire, ET/UT, Analysis, Trends, Reports, Publish, and Help.
Below the buttons, drop-down boxes allow you to specify the Center, Staff Type, and Contact Type with which you wish to work. Click the down arrow in the box and select the desired element. The Display Options settings are located to the far right of this same row.
Use the scroll bars at the bottom and right of the screen to navigate to non-visible parts of the data grid.
Scenario and history cells will have a different background color. See Changing the Default Color Settings for information about changing default system colors.
Scenario View Main Grid Elements
The elements on the main grid are grouped into major categories. The categories can be collapsed or expanded by using the Collapse/Expand button at the top left-hand side of the grid. The categories are described in the following table.
|Agents||Agent new hires, attrition, transfers, extra time, and other staffing level information|
|Agent Shrinkage||Shrinkage factor percentages, FTE level information, and total shrinkage.|
|Staff Totals||Required workstations, clerical staff levels, and supervisory staff levels.|
|Agent Efficiency||Occupancy, calls per hour, and other efficiency metrics.|
|Inbound Contacts||Contact volumes and handle times for the workgroup and for the Contact Type total (that is, across all workgroups that handle the contact type).|
|Inbound Service Quality||Service quality metrics for the workgroup including calls handled, service level, average speed of answer, and abandon rate.|
|Inbound Sales Performance||Revenue per sale, base sales conversion rate, new hire adjusted sales conversion rate, and units sold.|
|Outbound Contacts||Contact volumes and handle times for the workgroup and for the contact type total (that is, across all workgroups that handle the contact type.|
|Outbound Sales Performance||Total Attempts, Contacts, Confirms, Abort Rate, and Drop Rate.|
|Email Contact||Email volumes and handle times for the workgroup and the contact type totals (that is, across all workgroups that handle this contact type).|
|Email Service Quality||Service quality metrics for Email at a contact type and contact group level.|
|Instant Messaging Contact||Instant messaging volumes and handle times for the workgroup and the contact type totals (that is, across all workgroups that handle this contact type).|
|Instant Messaging Service Quality||Service quality metrics such as ASA, ABN, Service Level, and IM Handled at a contact type total and contact group total.|
|Casework Contact||Casework volumes and handle times for the workgroup and the contact type totals (that is, across all workgroups that handle this contact type).|
|Casework Service Quality||Service quality metrics for casework at a contact type and contact group level.|
|Financials||Summary revenue and cost information. Additional detail is available on Genesys Decisions custom reports.|
|Per Contact Financials||Financial information on a per-call basis.|