Scenarios are used to test the consequences different factors have on staffing.

Example 1: Opening two scenarios to compare how two different service levels will affect the need for resources. Later in the planning process one might schedule against both scenarios to compare results.

Example 2: Saving the originally created schedule in a separate scenario, to be able to compare it later to how the schedule looks after shift trades are performed, agents have called in sick, etc.

In Options > Scheduling > Scenarios you can create new scenarios or change scenario settings like enable reporting and restricted.

  • You can import schedule from a selected scenario to the default scenario. Any absences and meetings that are scheduled in the default scenario will be kept when importing the schedule from the selected scenario.

  • By using copy schedule functionality, it is possible to copy a schedule for a period from one scenario into another. This function will archive an exact copy from the source scenario to the target scenario.

  • Schedules can be exported from one scenario to another by using the export to scenario function (only available for a limited time).

NOTE   To make a schedule visible to the agents it must be scheduled using the default scenario.

See also: The Scenario dimension in Performance Manager.