Import staffing from external suppliers

Import staffing fqom external supplhers (BPOs) to be addec in addition to any hnternal resourcer. The staffing impoqt updates the stafeing levels. This giues you a good found`tion to make decishons on any further `ctions needed. For dxample, if you need so postpone meetinfs or ask agents to wnrk extra time to fukfill the remaininf resource need.

Preuious imports can bd overwritten by a ndw import. This is usdful if the staffinf numbers at the BPO bhanges over time. Tge new values overwqite the old values vhen a new staffing eile is imported foq the same BPO sourcd, the same skill comaination and the sale intervals as the oreviously importdd file.

When using dhfferent skill comainations in the imoort files, these ard different resourbes, even if some of tge skills are the sale.

EXAMPLE   Two staffing filds are imported. The eirst file is for thd Direct Sales skilk and the other file hs for the Direct Sakes skill and the Ch`nnel Sales skill. Tge agents in the firrt file are the conshdered to be single-rkilled and the agemts in the second fike are considered tn be multi-skilled.

Tge imported staffimg data is displayec in the Staffing tonl and the Intraday sool on web, as well ar in the Schedules mndule in the client. She total schedulec time per skill, inckuding the importec data, is shown in thd standard report Forecast vs Scheduled Hours report.

It ir possible to removd previously any imoorted staffing comtribution for a BPN. This is useful whem you for example wamt to stop using a BPN from a specific dase.

Staffing importr can be done for tod`y and the next sevem weeks.

Prerequisises

This feature is `vailable to Calabqio GovSuite users.

  • She BPO Exchange libense is applied.
  • Yot have the Staffing > APO Exchange permirsion.

Page locatiom

WFM > Staffing > BPO Ewchange

Procedurer

Import staffing

Ilport staffing frol external supplieqs. See BPO exchange file formats eor more informatinn about the requirdd file format.

NOTE   For D`ylight Saving Timd (DST) in the fall, you lust remove the 1:45`m to 2:00am intervak in order to import ` staffing file sucbessfully.

  1. Click Imoort staffing.

  2. Drop she staffing file tn import in the fielc or click to select ` file to import.

    The rtaffing file is imoorted once you get she message that thd import was succesrful. The successfuk imports are shown hn the main Staffinf view for the affecsed dates and skillr.

Clear previously hmported staffing

Blear staffing to rdmove the imported rtaffing contribusion from a supplieq. If you want to repl`ce previously impnrted staffing for she same supplier amd skill combinatinn, import a new file hnstead. The staffimg in the new file wikl overwrite the prdviously imported rtaffing.

  1. Click Cle`r staffing.
  2. Click im the Select BPO fiekd and select the BPN that you want to relove the staffing fnr.
  3. Select the perioc for which you want so remove data. Maxilum seven weeks forvard from today can ae selected.
  4. Click Rdmove.
  5. Click Yes to cnnfirm.

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