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Staffing Build Wizard

Use the Staffing Build Wizard to build staffing data for a selected single-site activity or multi-site activity, based on parameters that you provide.

Important
Before using this wizard to build a staffing forecast, take these required actions:

This is Video 3 in a 4-video series. You can watch Video 2 here or, when you are ready to publish the forecast scenario, watch Video 4.

To build staffing data:

  1. On the Scenario Staffing View toolbar, click the Build button.
    The Staffing Build Wizard's first screen, Provide Target Date, opens.
  2. Fill in the Provide Target Date screen and then click Next.
  3. Fill in the Provide Target Options screen and then click Next.
  4. The screen that appears next depends on what kind of activity you are staffing. If you are staffing:
  5. Fill in each screen that opens, and then click Finish.
    The wizard closes and the Scenario Staffing View opens.
  6. Alternatively, if you selected Compare results with previous on the second wizard screen, the Scenario Build Results window opens.

The types of activities mentioned in the procedure above are described as follows:

  • Immediate activity—Work activities that are handled by agents immediately, such as voice calls.
  • Deferred activity—Backlog activities, such as email, that use special forecasting calculations.
  • Fixed-Staff activity—Non-CTI activities that do not use Workforce Management service objectives.

Forecast Staffing Build Wizard Screens

The Staffing Build Wizard screens are described in the following topics.

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This page was last modified on May 29, 2018, at 04:42.