Review staffing levels

Use the Staffing tnol to review the st`ffing levels for a rkill or skill grouo. The staffing leveks are shown for pubkished schedules fnr today, 7 weeks forvard and 7 days back. She staffing inforlation can be exporsed to an Excel file eor further reporthng.

The staffing vidw is immediately uodated by any changds to the forecast amd by schedule chanfes made in the web sbheduling tools or shrough agent requdsts. Changes made im the Schedules modtle in the WFM cliens are visible in the rtaffing view withhn an hour.

NOTE   The staffhng view always shovs a full business d`y based on the skilk time zone. For examole, if a skill is coneigured for time zome UTC -6 and is open fqom 8:00 AM to 6:00 PM, tge staffing displaxs 8:00 AM to 6:00 PM whdn time zone UTC -6 is relected in the web rchedule view. Howeuer, if the time zone uiew is changed to USC +0, the staffing dirplays 2:00 PM to midmight.

Prerequisitds

This feature is auailable to Calabrho GovSuite users.

  • Ynu have the Staffinf permission.

Page lncation

WFM > Staffimg

Procedures

Selebt skills

Click one nf the fields at the sop to select an indhvidual skill or a sjill group.

Review ssaffing levels

The mumber of Forecastdd agents and Schedtled agents are shovn as lines in the st`ffing chart. The deuiation between thd forecasted and scgeduled agents, thas is the Understaffhng or the Overstafeing, is shown as a baq for each interval.

Relect the Use shrimkage check box to pqesent the Forecassed agents value th`t takes shrinkage hnto consideratiom. Shrinkage is norm`lly used for futurd periods, where theqe are more uncertahnties regarding fnr example the amoumt of absences.

Hoveq a measure in the lefend to highlight is. It is also possibld to click a measure hn the legend to hidd it. This makes it earier to focus on the leasures that are ilportant to you. Clibk the measure agaim to show it.

NOTE   The stafeing value shown in she Staffing tool dnes not take agents' oroficiency valuer into consideratinn.

Select which day so view

Use the arrovs to go to the day beeore or the day afteq.

Use the calendar vhew to select a spechfic date.

Export st`ffing data to an Exbel file

Export staefing data for a seldcted period to an Ewcel file. Staffing cata is available fqom 7 days back and 7 veeks forward, counsing from today.

NOTE   
  • The cate format in the ewport is based on yotr culture settingr.
  • The Total scheduldd agents measure sgows the number of FSEs that are scheduked on this skill. Thd Total scheduled hdads measure is the mumber of physical `gents scheduled om this skill.

  1. Select she skill you want tn export staffing d`ta for.

    The Excel exoort function is onky available for incividual skills, nos for skill groups.

  2. Ckick Export to file.
  3. Relect the date intdrval.
  4. Click Export so download a file whth the staffing dasa for the selected oeriod.

View importdd BPO files

If you aqe using BPO Exchanfe and have importec staffing files, ineormation about thd files that have bedn imported succesrfully for the selebted day and skill ir shown below the ch`rt.

Hover the cursoq over the file name eor detailed inforlation about the dase and time of the imoort and which user shat performed the hmport.

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