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Scenario Coverage View

Use the Scenario Coverage view to compare a schedule's staffing coverage with the forecast (calculated and required) staffing data. See the toolbar image here and the button descriptions below.

Master Schedule Scenarios coverage toolbar

Graphs and tables show you coverage for each weekday in the selected week, along with totals for the whole week and scenario. Overstaffed and Understaffed timesteps appear in a distinctive color.

Displaying the Scenario Coverage View

To display the Scenarios view:

  1. From the Home menu on the toolbar, select Schedule.
  2. From the Schedule menu on the toolbar, select Scenarios.
    The Schedule Scenarios table appears.
  3. Open a scenario by double-clicking its name in the table list or by selecting its name and clicking Open Publish button .
    The scenario's name appears on the toolbar, as a menu.

    To display the open scenario's Coverage view:
  4. From the scenario_name menu on the toolbar, select Coverage.
  5. In the Objects pane, select a single business unit, a single site within a business unit, a multi-site activity, activity group, or a single activity within a site.

Using the Daily Graphs and Tables

The Coverage view displays the following information for days of the week:

Graphs Display coverage information for each day, with a data point for each timestep. Select from the Chart Type drop-down menu to display calculated staffing, required staffing, or both (advanced). A blank graph indicates a closed site (or no scheduled activity) for the day.
Tables Display overstaffing and understaffing totals for each day, with respect to calculated and/or required staffing. Contractual constraints and other configured parameters can reduce a schedule's optimization.
Legend Explains the significance of each color used in the graphs.

Reading the Totals Table

The Totals table (at the lower right) displays overstaffing and understaffing totals for the selected week and for the whole schedule scenario, with respect to calculated and/or required staffing.

Customizing the Scenario Coverage View

Use the following controls (at top of the working pane) to customize the schedule coverage data:

Chart Type

Select the type of graphs that you want to be displayed:

Advanced Graphs present both calculated and required information. Calculated information appears as an area graph with overstaffing/understaffing data, and required staffing appears as a linear graph.
Calculated Graphs present calculated information with overstaffing/understaffing data.
Required Graphs present required information with overstaffing/understaffing data.


Use the standard date-selection controls to move to other weeks within the scenario's date range.

Toolbar Buttons

Use the buttons on the toolbar (these commands also appear in the Actions menu) for the following:

Icon Name Description
WM 851 icon-use-multi-site-activities.png Use Multi-site Activities Controls whether WFM Web's calculation of aggregated information includes multi-site activities. You can select this button only if you first select a multi-site activity, Business Unit, or Enterprise in the Objects tree.

If you set this button to On,  WFM retains your last selection—in the current view and for all other views that contain multi-site activities—preventing you from having to click it every time you want to display data for the selected multi-site activity.

Publish button Publish Opens the Publish Schedule Wizard, where you can publish a portion of the selected scenario to the Master Schedule, or extract a portion of the Master Schedule to the selected scenario.
Add/remove scenario elements button Add/Remove scenario elements Opens the Add/Remove Scenario Elements Wizard, where you can add activities, and add or remove agents, for the current schedule scenario.
Build schedule button Build schedule Opens the Schedule Build Wizard, which builds a complete schedule for the selected site.
Rebuild schedule button Rebuild schedule Opens the Schedule Rebuild Wizard, where you can modify and rebuild schedules, while optionally leaving intact any agent schedules that you have edited since the last build/rebuild.
validate schedule button Validate schedule Opens the Review Messages window, which lists scheduling warnings for a selected site. Warnings will only be visible if you have built a schedule for this scenario and you saved any warnings that were generated.
Close button Close Closes the open scenario (and prompts you to save unsaved data).

How Understaffing and Overstaffing Are Calculated

Any timestep can be subject to either understaffing or overstaffing. WFM calculates these conditions by evaluating Coverage against Forecast.

  • Understaffing—The Forecast is greater than the Coverage. There are too few agents on duty.
  • Overstaffing—The Forecast is less than the Coverage. There are too many agents on duty.
Coverage is an estimate of the agents’ contributions to the presented activities, and is displayed in the time format (hh:mm). These contributions are based on the agents' scheduled activities for each time interval, and on any schedule items that affect these scheduled activities for an interval (such as a break that occurs during only part of an interval).

Totals are calculated by summing understaffing/overstaffing for all activities for a given time range (because each single understaffing/overstaffing value is for one timestep).

This page was last edited on May 6, 2021, at 13:10.
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