Scenario Summary View
Use the Scenario Summary view to display statistics about the current schedule scenario. See the toolbar image here and the button descriptions below.
The Summary view provides standard date-selection controls and two data panes: a graph and a table.
Displaying the Scenario Summary View
To display the Scenarios view:
- From the Home menu on the toolbar, select Schedule.
- From the Schedule menu on the toolbar, select Scenarios.
- The Schedule Scenarios table appears.
- Open a scenario by double-clicking its name in the table list or by selecting its name and clicking Open .
- The scenario's name appears on the toolbar, as a menu.
To display the open scenario's Summary view:
- From the <scenario_name> menu on the toolbar, select Summary.
- In the Objects pane, select the appropriate item from the Activities tree.
You can select a single business unit, a single site within a business unit, a multi-site activity, an activity group, or a single activity within a site. Making the selection populates the Data grid.
Use this drop-down list to select the Time Step increment to display in the grid. Select from one of these three values (in minutes): 15, 30, or 60.
Graph and Data Panes
This view displays its data in a graph (upper portion of the view) and a table (lower portion), instead of on separate tabs.
The Graph pane provides a linear graph for each statistic that you select, with data points for individual timesteps across the selected day.
Show data for
From the Show data for drop-down list:
- Select the statistic you want to graph.
The options correspond to the Data grid's available columns (except that Difference Calculated and Difference Required cannot be graphed).
- Select the Show Required check box to display that data on the graph.
The graph is redrawn to match your drop-down list selection from the Show data for drop-down list. Timesteps are shown from left to right. Quantities from bottom to top show the number of interactions, the number of agents, or the expense amount (for Budget).
The Data pane provides a scrollable grid that displays aggregate and per-timestep statistics. The grid's first row displays a daily total or average for each statistic. Each of the remaining rows displays statistics for one timestep.
The grid provides columns that display the following statistics and quantities.
- Click the Options button to display or hide each of these available columns.
|Time Step||The start time for each timestep, configured by the Granularity setting.|
|Coverage [Scheduled]||The scheduled staffing coverage for an activity or multi-site activity. Schedule coverage is calculated and displayed in fractional units. For example, if any agent is scheduled to work on three Activities in a 15-minute timestep, that agent may count as 1/3 toward the coverage of each activity.
The way the scheduling engine splits an agent’s time among the activities the agent can work on depends on many factors. Examples include the open hours of each activity, the volume and handle time of each activity, and some other factors such as whether an agent has granted items in the Calendar, such as time off or exceptions for any or part of the day.
|Headcount [Scheduled]||The number of agents scheduled (agents scheduled to be seated).|
|Service Level Percentage Scheduled||The service level percentage that can be achieved given the staffing coverage—assuming that other planned metrics (such as interaction volumes and Average Handling Time) remain unchanged.|
|Service Level Percentage Forecasted||The service level percentage that can be expected to be achieved based on the number of agents forecast.
This may differ than the original service level objective that was stated when the staffing forecast was built due to agent rounding. For example, WFM may forecast a staffing requirement of 12 agents to meet a service level objective of 80% of interactions answered within 20 seconds, but Service Level Percentage Forecast may report a higher number, such as 83.48%. This is because 12 was the minimum number of agents required to meet the 80% service level objective but, with that number of agents, the contact center can be expected to achieve a slightly better service level than 80%. With one less agent (11 agents), the contact center would not be expected to achieve the 80% service level.
|Interaction Volume Scheduled||The number of interactions that can be handled based on the schedule coverage—assuming that other planned metrics remain unchanged.|
|Interaction Volume Forecasted||The expected number of interactions, according to the Master Forecast.|
|AHT Scheduled||The Average Handling Time per interaction, based on the schedule—assuming that other planned metrics remain unchanged.|
|AHT Forecasted||The expected Average Handling Time, according to the Master Forecast.|
|Budget Scheduled||The budget for the scheduled coverage for the selected day and timesteps, based on the full-time-equivalent (FTE) paid hours per day and the salary specified in the Forecast scenario that was published to the Master Forecast for this date. (This statistic appears only if you have the access rights to view agents' wage fields.)|
|Budget Forecasted||The budget for the calculated staffing for the selected day and timesteps, based on the full-time-equivalent paid hours per day and the salary specified in the Forecast scenario that was published to the Master Forecast for this date. (This statistic appears only if you have access rights to view agents' wage fields.)|
|Staffing Calculated||The required number of agents as calculated by WFM, based on the forecast interaction volumes, AHT, and applicable service objectives.|
|Staffing Required||Optional field. The required number of agents as defined by the user, either by explicitly entering forecast targets or by using a template.|
|Difference Calculated||The difference between Coverage [Scheduled] and Staffing Calculated.|
|Difference Required||Optional field. The difference between Coverage [Scheduled] and Staffing Required.|
|ASA Scheduled||Optional field. The Average Speed of Answer that you should achieve on this activity, with the number of agents currently scheduled for this activity.|
|ASA Forecasted||Optional field. The totals/average row for ASA Forecast reports a weighted average, calculated across the open hours and weighted by Forecast IV|
|Deferred Service Level Scheduled||Optional field. The service level percentage that can be achieved given the deferred staffing coverage—assuming that other planned metrics (such as interaction volumes and Average Handling Time) remain unchanged.|
|Deferred Service Level Forecasted||Optional field. The service level percentage that can be expected to be achieved, based on the number of deferred activities forecast.|
|Deferred Service Level Difference
[Scheduled minus Forecasted]
|Optional field. The difference between the Scheduled Deferred Service Level and Forecasted Deferred Service Level statistics.|
|Scheduled Queue||The scheduled number of interactions in the backlog queue at the end of the period.|
|Difference [ASA Scheduled
minus ASA Forecasted]
|Optional field. ASA Scheduled minus ASA Forecasted|
|Occupancy Scheduled||Optional field. The Occupancy that you should achieve on this activity, with the number of agents currently scheduled.|
|Occupancy Forecasted||Optional field. The Occupancy objective that you should be able to achieve when staffing with the number of agents from the staffing forecast|
|Difference [Occupancy Scheduled
minus Occupancy Forecasted]
|Optional field. Occupancy Scheduled minus Occupancy Forecasted|
|Difference [S/L Scheduled
minus S/L Forecasted]
|Optional field. S/L Scheduled minus S/L Forecasted|
|Difference [IV Scheduled
minus IV Forecasted]
|Optional field. IV Scheduled minus IV Forecasted|
|Difference [AHT Scheduled
minus AHT Forecasted]
|Optional field. AHT Scheduled minus AHT Forecasted|
|Difference [Budget Scheduled
minus Budget Forecasted]
|Optional field. Budget Scheduled minus Budget Forecasted|
Using the Actions Toolbar
Use buttons on the toolbar (or commands from the Actions menu) for the following:
|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.|
|Opens the Add/Remove Schedule Elements Wizard, where you can add activities and agents to, or remove them from, the current schedule scenario.|
|Build schedule||Opens the Schedule Build Wizard, where you can build a complete schedule for the selected site.|
|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||Opens the Review Messages window, which lists scheduling warnings for a selected site. Warnings will only be visible if you have already built a schedule for this scenario and saved any warnings that were generated.|
|Close||Closes the open scenario (and prompts you to save unsaved data).|
|Options||Opens the Options dialog box for enabling or hiding individual statistics.|
|Use Multi-Site Activities||This button becomes enabled when you select a multi-site activity or business unit in the Objects tree. Clicking this button displays data for the selected multi-site activity.
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.