Cisco Unified Workforce Optimization

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1 Cisco Unified Workforce Optimization Workforce Management Application User Guide Version 9.0(1) First Published: June 15, 2012 Last Modified: March 7, 2013 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: NETS (6387) Fax:

2 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB s public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R) Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental. Workforce Management Application User Guidie Cisco Systems, Inc. All rights reserved Calabrio, Inc. All rights reserved.

3 Contents Introduction 7 Overview 7 Intended Audience 7 Documentation 7 Getting Started 9 User Interface Requirements 9 Configuring Microsoft Internet Explorer 10 Configuring Mozilla Firefox 11 Usernames and Passwords 11 About Single-User Login Authentication 12 Points to Remember 14 Displaying Multiple Browser Tabs 14 Multiple Browser Tabs Guidelines 14 Displaying Applications in Multiple Browser Tabs 15 Validating Your PC 15 Clearing Your Cache 16 Logging In 17 Logging Out 17 Access Based on Role 18 Administrator 18 Agents 18 Supervisors 19 About Your Role 19 At a Glance 21 Toolbar 22 Application Pane 22 Applications 23 Tables 23

4 Sorting Tables 23 Managing Tables 24 Moving Items between Lists 24 Dashboard 25 Default Widget Order by Role 27 Dashboard Roles and Scope 28 Widget Toolbar 29 Widget Settings 30 Dashboard Features 31 Points to Remember 31 My Schedule 32 Agent Call Volumes 33 Agent Time Totals 34 Agent Time Distributions 35 Real Time Adherence 36 Agent Calls per Hour 38 Service Queue Performance 38 Agent Percentages 39 Additional Data 39 Widget Dictionary 40 Administrator 41 Configuring the Dashboard by Role 41 Agents and Supervisors 42 Managing Your Dashboard (Lock Down Disabled) 42 Managing Your Dashboard (Lock Down Enabled) 43 My Schedule 45 My Schedule Toolbar 46 Calendar Toolbar 47 Day, Week, or Month Toolbar 47 Points to Remember 48

5 Time Zone Considerations 48 Activities 49 Day 50 Week 51 Month 53 Managing Your Schedule by Day, Week, or Month 54 Messaging 55 Roles and Scope 55 Button Dictionary 56 Agent Messaging 57 Points to Remember 58 Outbox 59 Managing Your Outbox 61 Inbox 62 Managing Your Inbox 64 Public Box 65 Managing Your Public Box 66 New Request 66 Exception Request 67 Submitting an Exception Request 68 Schedule Offer Request 69 Submitting a Schedule Offer Request 70 Trade Request 70 Trade Request Guidelines 71 Submitting a Trade Request 72 Supervisor Messaging 72 To-Do Box 73 Approve Exception Request 75 Approve Trade Request 76 All Box 78 View Exception Request 79 View Schedule Offer Request 80 View Trade Request 81 Managing Agent Requests 82

6 Agent Schedules 83 Points to Remember 84 Agent Schedules Toolbar 85 Columns and Buttons 86 Calendar Toolbar 88 Flyouts 88 Adherence Details 89 Displaying Adherence Details for a Specific Agent 91 Adherence 92 Difference Between Adherence and Conformance 94 Monitoring Schedule Adherence 94 Coverage Chart 95 Interpreting the Coverage Chart 98 Displaying Coverage 99 Insert Activity 100 Inserting an Activity 102 Trade Schedule 104 Trading Schedules Between Agents 106 Schedule Change 106 Modifying Agent Schedules 107 Reporting 111 Reporting Roles and Scope 111 Running a Report 111 Report Filters 112 WFM Reports 113 Points to Remember 113 Statistics 113 Interval Service Queue 115

7 Introduction Overview Introduction This document describes how to use the Cisco Unified Workforce Optimization Workforce Management (WFM) applications in Workforce Optimization. Overview Workforce Optimization allows agents, supervisors, and the administrator to use the same user interface to access the Cisco Unified Workforce Optimization Workforce Management (WFM) applications from a web browser. Agents can monitor their own productivity indicators on a daily basis to keep performance on track, see their schedule, trade schedules, and offer schedules in a contact center environment. Supervisors can track agent performance, see their own schedule, approve trade requests, and update agents schedules. The administrator controls what appears on a user s Dashboard. WFM does not use a thick client (which would require installation programs) and therefore, is ideally suited to an environment where the workforce is highly distributed. Intended Audience This document is written for the following users of WFM: Contact center agents Supervisors Supervisor and agent in a combined role Administrator Documentation The following documents contain additional information about Workforce Management: Cisco Unified Workforce Optimization Workforce Management Administrator User Guide Cisco Unified Workforce Optimization Workforce Management Agent Application User Guide 7

8 Introduction Documentation Cisco Unified Workforce Optimization Workforce Management Installation Guide Cisco Unified Workforce Optimization Workforce Management Troubleshooting Guide Release Notes for Cisco Unified Workforce Optimization 8

9 Getting Started User Interface Requirements Getting Started Workforce Optimization is the WFM interface for the following applications. Dashboard My Schedule Messaging Agent Schedules Reporting The information provided in this section is common to each of these applications. User Interface Requirements The user interface supports the following web browsers. Internet Explorer 9, 32-bit Internet Explorer 8 Internet Explorer 7 Mozilla Firefox 3.5 The user interface supports these web browsers on the following operating systems: Microsoft Windows XP Professional, Service Pack 3 or later Windows Vista Business, Enterprise, or Ultimate Editions Windows 7 Professional and Ultimate The user interface supports the following screen resolutions: The following items must be installed and enabled: Java Cookies 9

10 Getting Started User Interface Requirements NOTE: Cookies must be enabled. The Base server uses the browser cookies to return state information to the Base server. The state information is used for authentication, user session identification, and user preferences (for example, language preference). Adobe Reader 6.0 or later the Adobe Reader is required to open PDF-based reports and user documentation. A free Acrobat Reader download available at The pop-up blocker must be disabled. Configuring Microsoft Internet Explorer PREREQUISITE You need administrative or elevated privileges on your desktop to perform this task. TASK 1. Choose Tools > Internet Options. STEP RESULT: The Internet Options dialog box appears. 2. Click the Security tab, click Custom Level, and then perform the following steps: a. Scroll down to Run ActiveX Controls and Plug-ins and select the Enabled option. b. Scroll down to Downloads and select the Enabled option for Automatic Prompting for File Downloads. ADDITIONAL INFORMATION: This is required when you try to open a report in the Reporting application. c. Scroll down to Scripting and select the Enabled option for Active Scripting. ADDITIONAL INFORMATION: JavaScript depends on this setting being enabled. d. Click OK. 3. Click the Privacy tab, click Advanced, and then perform the following steps: a. Select the Override Automatic Cookie Handling check box. b. Select the Always allow Session Cookies check box. c. Choose Accept under Third-party Cookies, and then click OK. 4. Click OK to dismiss the Internet Options dialog box. 10

11 Getting Started Usernames and Passwords 5. To enable pop-ups for a specific site, perform the following steps: a. Choose Tools > Pop-up Blocker > Pop-up Blocker Settings. b. Type the IP address for Workforce Optimization in the Address of Website to Allow field, and then click Add. c. Click Close. Configuring Mozilla Firefox PREREQUISITE You need administrative or elevated privileges on your desktop to perform this task. TASK 1. Choose Tool > Options. STEP RESULT: The Options dialog box appears. 2. To enable pop-ups and JavaScript, click Content and perform the following steps. a. Click Exceptions next to Block Pop-up Windows, type the IP address for Workforce Optimization, click Allow, and then click Close. b. Select the Enable JavaScript check box. 3. To accept cookies, click Privacy and perform the following steps: 4. Click OK. a. Select Use Custom Settings for History from the Mozilla Firefox Will drop-down list. b. Select the Accept Cookies from Sites check box. c. Select the Accept Third-party Cookies check box. d. Choose They Expire from the Keep Until drop-down list. Usernames and Passwords WFM requires the following login information: If you are an administrator, use the same username and password used for Workforce Management administrator ID to log in to Workforce Optimization. 11

12 Getting Started About Single-User Login Authentication If your company uses Windows Active Directory with Workforce Optimization, your username, password, and domain is your network login username, password (the password is case-sensitive), and domain. If there is only one domain available, the domain name appears by default in the Domain field. NOTE: The Domain field in the Workforce Optimization Login window appears only when your contact center uses Windows Active Directory. If your company does not use Windows Active Directory, ask your administrator for your Workforce Optimization username and password. About Single-User Login Authentication Your contact center purchased one or more of the following Cisco products. Cisco Unified Workforce Optimization Quality Management. Cisco Unified Workforce Optimization Workforce Management (WFM). These products use the Workforce Optimization interface. Workforce Optimization is a web-based interface that supports single-user login. You can access Workforce Optimization, by entering the URL in a web browser. Ask your WFM administrator for the correct URL. The format for the URL is as follows: IP address> or IP address> where <Base IP address> is the IP address for Workforce Optimization. The appearance of the Workforce Optimization Login window depends on how Workforce Optimization is configured. If Workforce Optimization is configured for a standalone Cisco product, the Login window (Figure 1) displays only the login fields for that product. Figure 1. Login window for a single product 12

13 Getting Started About Single-User Login Authentication If Workforce Optimization is configured to share common login fields for multiple Cisco products, the Login window (Figure 2) displays one common set of login fields for all products and the Separate Product Logins check box. Figure 2. Login window for shared products If you are not configured for multiple Cisco products or you want to log into both of the Cisco products with different login credentials, select the Separate Product Logins check box. The Login window (Figure 3) will display login fields for each product. The Separate Product Logins, Quality Management, and Workforce Management check boxes are selected by default. To log into only one product, clear the check box next to the product name you do not want to access, and then enter your user name, password, and domain, if required, for the selected product. Figure 3. Login window for multiple products Once you log into these products through Workforce Optimization, you have access to the applications associated with each product, and the applications appear enabled in the Container bar at the top of the screen. Your access to all applications for each product persists as long as you have access to at least one application. If you are using Active Directory, the Domain drop-down list displays the domains that are common to both products. This is true for both shared and unshared logins. For example, if Quality Management has domain p1, and WFM has p2, the Domain 13

14 Getting Started Displaying Multiple Browser Tabs drop-down list displays p1 and p2. Choose the correct domain for your username and password. If one of the products is unavailable when you log in, the applications for that product will not be available. Points to Remember When logging into Workforce Optimization, remember the following points: Each product has a set of unique login requirements. You cannot log in to WFM if: You are a deactivated agent. If you are an administrator, log in to either one or both products as an administrator. Do not log in to one product as an administrator and another product as a user at the same time. The Dashboard might not behave as expected. Displaying Multiple Browser Tabs You can display multiple WFM applications in different browser tabs during the same session. Multiple Browser Tabs Guidelines If you want to log in to Workforce Optimization using multiple browser tabs, follow these guidelines: You must log in to Workforce Optimization as a user from one browser tab on your PC. Each additional browser tab that you open will be associated with the username you used to log in to the first tab. Logging in or out of one browser tab effects all concurrent browser tabs. Only use multiple concurrent browser tabs to view screens. Do not initiate actions (for example, approving an agent s request, editing schedules, or adding events). NOTE: Initiating actions as one user using multiple browser tabs is not supported and might cause synchronization issues. If you need to initiate an action, close all but one of your browser tabs before initiating the action. 14

15 Getting Started Validating Your PC Displaying Applications in Multiple Browser Tabs TASK 1. Log in to Workforce Optimization. 2. Copy the Uniform Resource Locator (URL) from the browser s Address field. 3. Open a new browser tab, paste the URL in the browser s Address field, and press Enter. 4. Click the application button you want to appear in the new browser tab. STEP RESULT: The new browser tab displays the selected application. 5. Repeat step 3 through step 4 for each additional browser tab. Validating Your PC Before you log in to Workforce Optimization for the first time, validate your PC. This task ensures your PC is compatible with Workforce Optimization. TASK 1. Enter the following URL in your web browser, where <Base IP address> is either the name or IP address of the Workforce Optimization server. IP address> STEP RESULT: The Workforce Optimization Login window appears. 2. Click Validate my PC Configuration. If the Results column displays Good for each feature you can log into the Workforce Optimization. If you get a Bad result, click Bad for additional information. A dialog box appears with instructions and, if applicable, hyperlinks to the required software. Correct the problem, and then click Validate my PC Configuration again. Contact your system administrator if any value other than Good appears in the Results column and you are not able to resolve the problem. 15

16 Getting Started Clearing Your Cache STEP RESULT: The Diagnostics window appears (Figure 4). The Diagnostics window displays the results for each product s features. If only one product is installed, the window only displays the features for that product. Some of the values that appear in the Diagnostics window are browser dependent. See User Interface Requirements on page 9 for more information on browser dependencies. Figure 4. Diagnostics window NOTE: The Java Plug-in is automatically installed when you install the required JRE. Depending on how the web browser you are using is configured, you might need to enable the Java Plug-in. Screen Playback is enabled when the Java Plug-in is enabled. Clearing Your Cache If Workforce Optimization does not display screens properly (for example, you see a blank screen), log out, clear your cache, and then log in again. To clear the cache for your web browser, choose one of the following options: TASK In Microsoft Internet Explorer, choose Tools > Internet Options, select the Delete Browsing History on Exit on the General tab, click Delete, and then click OK. In Mozilla Firefox, choose Tools > Options > Advanced. Click the Network tab, click Clear Now, and then click OK. 16

17 Getting Started Logging In Logging In PREREQUISITE You must have a username and password for Workforce Optimization in order to log in. This task shows you how to log in to one or more Workforce Optimization products. TASK 1. Enter the following URL in your web browser, where <Base IP address> is either the name or IP address of the Workforce Optimization server. IP address> STEP RESULT: The Workforce Optimization Login window appears. 2. Complete the fields in the Login window, and then click Login. ADDITIONAL INFORMATION: Pressing the Enter key only works when your cursor is in the Password field. If your cursor is in the Domain field, pressing the Enter key will not log you in to Workforce Optimization. STEP RESULT: If the information you entered is correct, the Workforce Optimization window appears. If you successfully log in to each product, the applications for each product appear in the Container bar at the top of the window. If you are logging in to multiple products and the login for both products fail, the Login window appears. Reenter your username and password, and try again. If you are logging in to multiple products and the login fails for only one of the products, a Login Failure dialog box appears for that product. Reenter your username and password, and try again. Logging Out This task shows you how to log out of Workforce Optimization. TASK To log out of Workforce Optimization, move your cursor over <user name> in the upper right corner, where <user name> is your name, in the Signed In field, and then click Log Out. STEP RESULT: You have explicitly logged out of Workforce Optimization. To exit Workforce Optimization, close the web browser. 17

18 Getting Started Access Based on Role ADDITIONAL INFORMATION: You have implicitly logged out of Workforce Optimization. You can log back in to Workforce Optimization at any time. Access Based on Role Table 1 shows the WFM features available by role. Table 1. Access based on role Role Dashboard My Schedule Messaging Agent Schedules Reporting Administrator x a Agent x x x -- x Supervisor x x x x x a. Dashboard lock down and default dashboard by role only. Administrator The WFM applications in Workforce Optimization allows the administrator to perform the following tasks: Log into Workforce Optimization using the administrator ID. Configure the contents of the Dashboard by role. Lock down a dashboard by role. Agents The WFM applications in Workforce Optimization allows agents to perform the following tasks: Display your productivity indicators in the Dashboard. Trade schedules with another agent. Offer schedules to other agents. Request exceptions. View your schedule. Display your statistics and compare them over time. 18

19 Getting Started Access Based on Role Supervisors The WFM applications in Workforce Optimization allows supervisors to perform the following tasks: Display agent s productivity indicators in the Dashboard. Manage requests from agents, for example: Approve or deny schedule trades. Approve or deny schedule offers. Approve or deny exception requests. Update the production schedule, for example: View the agents current schedule. Insert an activity in an agent s schedule. Trade schedules between agents. Delete an agent s schedule. View agent coverage. View agent adherence. View your schedule. Display agent statistics and compare them over time. Run the Internal Service Queue Report. About Your Role The WFM administrator assigns one or more roles to your Workforce Optimization username. If you have been assigned to multiple roles within Workforce Optimization (for instance, if you are both an agent and supervisor), all features associated with each role are automatically available when you log into Workforce Optimization. 19

20 Getting Started Access Based on Role 20

21 At a Glance Access Based on Role At a Glance Workforce Optimization (Figure 5) is divided into the following sections. Workforce Optimization toolbar the toolbar at the top of the window that displays navigation buttons you can use to perform the following tasks. Access Workforce Optimization s common applications. View the name of the user who is currently signed in to Workforce Optimization. To log out, move your cursor over <user name> in the Signed In field, and then click Log Out. Access the available help by application for the Workforce Optimization. Application pane the center region displays the application. Widget a self-contained application that can be configured for a specific purpose. Figure 5. Workforce Optimization 21

22 At a Glance Toolbar Toolbar Table 2 describes the buttons that appear in the Workforce Optimization toolbar at the top of the screen. Table 2. Workforce Optimization toolbar Button Icon Description Dashboard My Schedule Messaging Provides information based on the products installed with Workforce Optimization. The products are as follows: Quality Management provides a summary and detail display of the contact center s performance statistics for the last twelve months by agent, team, and group. The summary displays are in the form of bar charts and graphs. Workforce Management displays your productivity for the selected interval. The summary displays are in the form of bar charts or graphs. Administrators can log in to Workforce Optimization and lock down the Dashboard by role. Allows you to display your schedule by day, week, or month with a detail, summary, or list view. Allows you to manage schedule requests. Agent Schedules Reporting Allows you to manage schedules for selected agents by updating the production schedule. NOTE: This button is only available to supervisors. Allows you to generate statistics report for Workforce Management. Signed In NA Displays the name of the current user. To log out, move your cursor over <user name> in the Signed In field, and then click Log Out. Help Displays the available help by application. Application Pane The application pane displays a WFM application. The application appears when you choose an application from the Workforce Optimization toolbar. See Toolbar on page 22 for more information. 22

23 At a Glance Tables Workforce Optimization displays different applications depending on your role and license. Applications All applications available in Workforce Optimization have the same basic layout. Table 3 lists the application buttons. Table 3. Application buttons Icon Name Description NA Apply Saves your changes. NA Cancel Exit without saving changes. Settings Displays the configurable settings for this application. Click the icon again to hide the settings. An Error appears next to a field when you enter the wrong information. Tables Workforce Optimization often displays information in tables. These tables can be modified to your preferences. Sorting Tables Data that is presented in tabular form can be sorted based on the contents of a single column in the table. The sort can be ascending or descending. A small triangle at the right of the primary sort column heading displays the direction of the sort, ascending or descending. 23

24 At a Glance Moving Items between Lists Managing Tables TASK To sort a table by one column, click the column heading. Click again to reverse the sort order. If the table is long, use the scroll bar at the right of the table to move up and down the table. If the table is wide, use the scroll bar at the bottom of the table to move left and right. ADDITIONAL INFORMATION: There is no Save button. Moving Items between Lists The following applications allow you to move items between lists: Dashboard Reporting TASK Use these mouse actions to move items between lists: To move an item from one list to another list, click the item in one list and drag it to the other list. To move multiple contiguous items, click the first item in the list, shift-click on the last item in the list, and then drag the items to the other list. To move multiple noncontiguous items, press the Ctrl key while selecting each item in the list, and then drag the items to the other list. To move an item from one location in a list to another location in the same list, click and then drag the item to the location you want it to appear in the list. To move multiple contiguous items in a list to another location in the same list, click the first item in the list, shift-click on the last item in the list, and then drag the items to the location you want it to appear in the list. To move multiple noncontiguous items in a list to another location in the same list, press the Ctrl key while selecting each item in the list, and then drag the items to the location you want it to appear in the list. 24

25 Dashboard Moving Items between Lists Dashboard The Dashboard application (Figure 6) is a common (multi-product) application that contains a set of widgets. These widgets are product-specific. Initially, the Dashboard displays widgets for all products that you logged into. The default set of widgets is defined by the role and Dashboard view assigned to you. If one of the products is down, the widgets associated with that product do not appear in the Dashboard. Figure 6. Dashboard application The Dashboard automatically launches when you log into Workforce Optimization and displays the widgets assigned to your role. The Dashboard displays all widgets in a continuous sequence. Blank spaces between widgets are not allowed. If enabled by your administrator, you can customize the layout and contents of the Dashboard by selecting widgets to display, renaming widgets, adjusting the widget settings for each widget, and moving the widgets around within the Dashboard. Changes to the Dashboard are saved automatically and your changes appear the next time you return to the Dashboard. Changes made to the Dashboard or widget settings persist until they are changed by either you or the administrator. 25

26 Dashboard Moving Items between Lists Table 4 lists the fields that appear in the Dashboard toolbar. Table 4. Dashboard toolbar fields Name Dashboard View by Role Description Allows you to create and modify a Dashboard view by role. A view defines what widgets and widget settings are available to a role. The possible Workforce Management roles are: Agent Supervisor NOTE: Only the administrator can access this feature. Table 5 lists the buttons that appear in the Dashboard toolbar. Table 5. Dashboard toolbar buttons Icon Name Description Settings Displays the configurable settings for this application. Click the icon again to hide the settings. NOTE: The Settings buttons only appears when the Lock Down state is disabled by the administrator. Table 6 lists the icons that appear in the Dashboard. Table 6. Dashboard icons Icon Name Description Down Arrow This icon appears when you move a widget in the Dashboard and the Configure Dashboard widget. The Down Arrow appears when you drag the widget to a legitimate position. NOTE: You can only move a widget when the Lock Down state is disabled by the administrator. 26

27 Dashboard Default Widget Order by Role Default Widget Order by Role Table 7 shows the default widget order by role for the default Dashboard view for multiple products. If your administrator assigned a specific Dashboard view to you, this information does not apply to your Dashboard view. Table 7. Default widget order by role Agent or Knowledge Worker Supervisor Manager Evaluator Archive User My Schedule a My Schedule a Evaluation Averages Evaluation Averages Contact Totals Agent Percentages Agent Percentages Recent Evaluations Recent Evaluations -- Agent Time Distributions Agent Time Distributions Contact Totals Contact Totals -- Evaluation Averages Evaluation Averages Evaluation Ranges Recent Evaluations Performed -- Recent Evaluations Recent Evaluations Recent Evaluations Performed Agent Time Totals Agent Time Totals Contact Totals Contact Totals Agent Calls Per Hour Agent Call Volumes Evaluation Averages Recent Evaluations Evaluation Ranges Contact Totals Evaluation Ranges -- Recent Evaluations Performed

28 Dashboard Default Widget Order by Role Agent or Knowledge Worker Supervisor Manager Evaluator Archive User -- Service Queue Performance -- Real Time Adherence a. My Schedule is available to WFM agents and supervisors only. Dashboard Roles and Scope Table 8 displays the available widgets by role. Table 8. Available widgets by role Widget Agent Supervisor My Schedule x x Agent Percentages x x Agent Time Distributions x x Agent Calls per Hour x x Agent Call Volumes x x Agent Time Totals x x Service Queue Performance Real Time Adherence x x 28

29 Dashboard Widget Toolbar Widget Toolbar The following table describes the buttons that might appear in the widget toolbar. Button Icon Description Action Link Additional Data Settings Closes the current application and displays information related to the widget. Displays additional data for the widget in another browser tab. This button is not available if the widget does not have additional data. The following widgets display additional data: Agent Call Volumes widget Displays the data for Agent Call Volumes. Agent Time Totals widget Displays the data for Agent Time Totals. Agent Time Distributions widget Displays the data for Agent Time Distributions. Agent Calls per Hour widget Displays the data for Agent Calls per Hour. Agent Percentages widget Displays the data for Agent Percentages. See Additional Data for more information about the Additional Data tab. Displays the configurable settings for this widget. When you apply changes to the settings, the configured settings persist each time you log in. Click the icon again to hide the settings. This button is not available if the widget does not have configurable settings. 29

30 Dashboard Widget Toolbar Widget Settings The Widget Settings window allows you to customize the settings for the selected widget. Table 9 defines the fields that can appear in the Widget Settings window. Only fields that apply to a specific widget appear in the widget settings window. Table 9. NOTE: Some widgets might not display one or more of these settings because the data is either unavailable or not applicable. Widget Settings fields Field Description Agent Range Chart The name of the agent. The default setting for this field depends on your role: If you are an agent, your name appears in this field and the field is disabled. If you are a supervisor, this field is enabled and you can choose an agent from the drop-down list. If you are a supervisor and an agent, your name appears in this field and you can choose an agent from the drop-down list. If you choose an agent s name from the drop-down list that is not your own name, the agent s name appears in the widget tool bar. The date range for the historical information. The possible values are as follows: 4, 8, 12, or 24 Hours. 8, 15, 30, 90, or 180 Days Months (Default = 1 Month). The type of chart you want to appear in this widget. The possible values are: Line Graph Displays metrics as a line. The default setting. Stacked Bar Displays metrics stacked on top of each other (for example, average talk time, and average after call work time). Vertical Bar Displays metrics next to each other (for example, Below, Meets, and Exceeds). Default = Line Graph 30

31 Dashboard Dashboard Features Field Group By Series 1 8 Service Queue Goal Description How dates are grouped. The possible values are: Month Week Day Interval Default = Day The data element you want to appear in this widget. Each widget contains a unique set of data elements. See the topic for the specific widget for more details on these data elements. The name of the service queue. This field only appears for supervisors. When selected, displays the goal for the selected service queue. When cleared, the goal is not displayed. See the Workforce Management Administrator User Guide for specific instructions on modifying this value. Dashboard Features The Dashboard application displays your productivity for the selected interval. The summary displays are in the form of bar charts or graphs. Points to Remember You must have at least one login and one logout within a 24-hour period (midnight to midnight in the server time zone) to ensure there is productivity data for you on that day. If you are logged in for more than 24 hours contiguously, there might be reporting issues associated with your productivity data. You can log out of WFM and then log back in at any point (for example, an exception, break, lunch, or project) during the day to preserve your productivity data. 31

32 Dashboard Dashboard Features My Schedule The My Schedule widget (Figure 7) displays your schedule for today. This schedule includes the following information. Last activity The activity you just completed Current activity A marker appears next to the current activity on your schedule. Next three activities Figure 7. My Schedule widget If you are not scheduled for any activities for today, My Schedule displays the following message: Nothing Scheduled on This Day You can navigate to the previous or next day by clicking the desired day in the calendar. Click more to see your entire schedule. The Link displays your entire schedule in the Day window (My Schedule > Day). The My Schedule widget displays your activity start time based on your Display Time Zone and the date based on the server s time zone. If the schedule crosses midnight, the start time for the activities prior to midnight are highlighted. The schedule also displays the start time and day and the end time and day. See Time Zone Considerations on page 48 for more information on time zones. You cannot modify My Schedule. 32

33 Dashboard Dashboard Features Table 10 describes the My Schedule fields. Table 10. My Schedule fields Field Description A% The percentage of time that agents follow their schedules. When calculating adherence, Workforce Management considers scheduled arrival and departure times, breaks, lunches, and time spent on scheduled activities, and compares the actual activity to the scheduled activity each millisecond through the work shift. For example, an agent who is scheduled to be in service at 08:00 and log out at 16:00 and who sticks to the schedule for the entire day is adhering to the schedule 100 percent. Schedule adherence is calculated based on the following formula: [(Milliseconds scheduled Milliseconds not in adherence) Milliseconds scheduled] 100 NOTE: If the formula produces a negative value, the field displays 0. C% The percentage of time an agent works the right amount of time regardless of the time of day when the agent works. Schedule conformance does not take arrival and departure times into account. For example, an agent who is scheduled to work from 08:00 to 16:00, but instead works from 10:00 to 18:00 would be conforming, but not adhering, to the schedule. Schedule conformance is calculated based on the following formula: (Total time the agent is either ready, reserved for a call, or handling a call) (Agent s total schedule time) Agent Call Volumes The Agent Call Volumes widget displays call volumes for the selected date range. You can choose to display three of the following data elements in any order from the Widget Settings window. None No data element. Handled Calls The total number of ACD calls that an agent completed. The default option for Series 1 in the Widget Settings window. Incoming The total number of incoming calls that agents completed. The default option for Series 2 in the Widget Settings window. Outgoing The total number of outgoing calls that agents completed. The default option for Series 3 in the Widget Settings window. Transferred The total number of ACD calls that agents transferred. 33

34 Dashboard Dashboard Features NOTE: A zero (0) in the graph indicates the agent logged in at one time during the day but took no calls. If there is no data in the graph for a specific day, the agent did not log in. The Agent Call Volumes widget displays a key at the bottom of the widget that identifies the color associated with each selected data element. The additional data for these widgets appears in a table. The information that appears in the table uses the filters specified in the Widget Settings window. The columns that appear in the additional data table are based on your scope. See Widget Dictionary on page 40 for more information on the columns that appear in the additional data table. Agent Time Totals The Agent Time Totals widget displays the total time you spent in a specific ACD state for the selected date range. You can choose to display three of the following data elements in any order from the Widget Settings window. None No data element. Total Handle The total amount of time in hh:mm:ss that an agent was in call, on hold, work ready, and work not ready. Total Talk The total amount of time in hh:mm:ss that an agent was on ACD calls, beginning when an agent answers an ACD call until the agent disconnects the call, including hold time. Only considers inbound calls. Total On Hold The total amount of time in hh:mm:ss that an agent placed calls on hold, including hold time for transfers and conferences. Total After Call Work This is the total amount of time in hh:mm:ss that an agent spent in the working state immediately following an ACD call. Total Ready Waiting The total amount of time in hh:mm:ss that an agent was logged in and available to accept ACD calls. Total Not Ready Busy The total amount of time in hh:mm:ss that an agent was logged in but not able to take an ACD call during the interval. Total In Service The total amount of time in hh:mm:ss that agents were either in a Ready state or were handling a call (total talk time plus total after-call time). Default option for Series 1 in the Widget Settings window. Total Logged In Total time in hh:mm:ss during the period that the agent was logged into the ACD. Default option for Series 2 in the Widget Settings window. 34

35 Dashboard Dashboard Features The Agent Time Totals widget displays a key at the bottom of the widget that identifies the color associated with each selected data element. The additional data for these widgets appears in a table. The information that appears in the table uses the filters specified in the Widget Settings window. The columns that appear in the additional data table are based on your scope. See Widget Dictionary on page 40 for more information on the columns that appear in the additional data table. Agent Time Distributions The Agent Time Distributions widget displays the average time you spent in a specific ACD state for the selected date range. You can choose to display three of the following data elements in any order from the Widget Settings window. None No data element. Average Handle The average amount of time in seconds that an agent was in Talk, on hold, work ready and work not ready. The default option for Series 1 in the Widget Settings window. Average Talk Time The average amount of time in seconds that an agent was on ACD calls, beginning when an agent answers an ACD call until the agent disconnects the call, including hold time. Only considers inbound calls. Average On Hold The average amount of time in seconds per Answered ACD call that an agent places an ACD call on hold. Average After Call Work This is the average amount of time in seconds that an agent spent in the working state immediately following an ACD call. The agent is considered unavailable to receive another ACD call. Average Ready Waiting The average amount of time in seconds that an agent was logged in and available to accept ACD calls. Average Not Ready Busy The average amount of time in seconds that an agent was logged in but not accepting ACD calls. The Agent Time Distributions widget displays a key at the bottom of the widget that identifies the color associated with each selected data element. The additional data for these widgets appears in a table. The information that appears in the table uses the filters specified in the Widget Settings window. The columns that appear in the additional data table are based on your scope. See Widget Dictionary on page 40 for more information on the columns that appear in the additional data table. 35

36 Dashboard Dashboard Features Real Time Adherence The Real Time Adherence widget (Figure 8) displays real time adherence for the current date. The data is updated every 30 seconds. NOTE: This widget is only available to supervisors. Figure 8. Real Time Adherence widget You can choose to display four of the following data elements in any order from the Widget Settings window. None No data element. Adherence State The agent s current adherence state represented by an icon. The default option for Series 1 in the Widget Settings window. Agent State The agent s current adherence state represented by text. The default option for Series 2 in the Widget Settings window. Adherence The percentage of time that agents follow their schedules. The default option for Series 3 in the Widget Settings window. Conformity The percentage of time an agent works the right amount of time regardless of the time of day when the agent works. The default option for Series 4 in the Widget Settings window. 36

37 Dashboard Dashboard Features Table 11 describes the Real Time Adherence columns. Table 11. Real Time Adherence table columns Column Agent Adherence State Agent State The agent s first and last name. Description The possible adherence states are as follows: Not in Adherence The agent is not adhering to the schedule. In Adherence The agent is adhering to the schedule. The agent s current state. The possible adherence states are as follows: Hold Not Ready Busy Out of Service Ready Waiting Talk Work After Contact A% The percentage of time that agents follow their schedules. When calculating adherence, Workforce Management considers scheduled arrival and departure times, breaks, lunches, and time spent on scheduled activities, and compares the actual activity to the scheduled activity each millisecond through the work shift. For example, an agent who is scheduled to be in service at 08:00 and log out at 16:00 and who sticks to the schedule for the entire day is adhering to the schedule 100 percent. Schedule adherence is calculated based on the following formula: [(Milliseconds scheduled Milliseconds not in adherence) Milliseconds scheduled] 100 NOTE: If the formula produces a negative value, the field displays 0. C% The percentage of time an agent works the right amount of time regardless of the time of day when the agent works. Schedule conformance does not take arrival and departure times into account. For example, an agent who is scheduled to work from 08:00 to 16:00, but instead works from 10:00 to 18:00 would be conforming, but not adhering, to the schedule. Schedule conformance is calculated based on the following formula: (Total time the agent is either ready, reserved for a call, or handling a call) (Agent s total schedule time) 37

38 Dashboard Dashboard Features Agent Calls per Hour The Agent Calls per Hour widget displays an estimate of your number of calls per hour for the selected date range. The Agent Calls per Hour widget displays the following data elements: None No data element. Calls per Hour The average number of ACD calls handled per hour. Calls are counted in the interval in which agents answered. The default option for Series 1 in the Widget Settings window. The Agent Calls per Hour widget displays a key at the bottom of the widget that identifies the color associated with the data element. The additional data for these widgets appears in a table. The information that appears in the table uses the filters specified in the Widget Settings window. The columns that appear in the additional data table are based on your scope. See Widget Dictionary on page 40 for more information on the columns that appear in the additional data table. Service Queue Performance The Service Queue Performance widget displays the real time performance for the selected service queue. The data is updated every 30 minutes at 15 minutes past the hour and 45 minutes past the hour. NOTE: This widget is only available to supervisors. You can choose to display one of the following data elements from the Widget Settings window. None No data element. % Service Level Percentage of actual calls answered for each interval within the service threshold time. The default option for Series 1 in the Widget Settings window. To compare real time performance with forecasted performance, select Interval from the Group By drop-down list, and then select the Goal check box in the Widget Settings window. The Service Queue Performance widget displays a key at the bottom of the widget that identifies the color associated with each selected data element. 38

39 Dashboard Additional Data Agent Percentages The Agent Percentages widget displays your metrics as a percentage for the selected date range. You can choose to display the following data elements in any order from the Widget Settings window. None No data element. Occupancy The percentage of logged-in time that an agent spends in active contact handling states (for example, on incoming calls, in wrapup activity, on outbound calls). The default option for Series 1 in the Widget Settings window. Utilization Percentage of in service time spent handling calls or in the Not Ready state. The Agent Percentages widget displays a key at the bottom of the widget that identifies the color associated with each selected data element. The additional data for these widgets appears in a table. The information that appears in the table uses the filters specified in the Widget Settings window. The columns that appear in the additional data table are based on your scope. See Widget Dictionary on page 40 for more information on the columns that appear in the additional data table. Additional Data The following widgets provide additional data. Agent Call Volumes Agent Time Totals Agent Time Distributions Agent Calls per Hour Agent Percentages The additional data for these widgets appears in a table. The information that appears in the table uses the filters specified in the Widget Settings window. The columns that appear in the additional data table are based on your scope. See Widget Dictionary on page 40 for more information on the columns that appear in the additional data table. 39

40 Dashboard Additional Data Widget Dictionary Table 12 describes the fields in the widgets. Table 12. Widget dictionary Field Average Handle Calls per Hour Handled Calls Incoming In Service Logged In Occupancy Outgoing Description The average amount of time in seconds that an agent was in Talk, on hold, work ready and work not ready. To calculate, divide the total seconds of work time by the number of contacts. The average number of ACD calls handled per hour. Calls are counted in the interval in which agents answered. Calls per hour is calculated based on the following formula: Calls per hour = (A 3600) B where: A = Number of calls handled during the in service time. B = Total in service time. The total number of ACD calls that an agent completed. The total number of incoming calls that agents completed. The total amount of time that agents were either in a Ready state or were handling a call (total talk time plus total after-call time). Total time in hh:mm:ss during the period that the agent was logged into the ACD. The actual percentage of logged-in time that an agent spends in active contact handling states (for example, on incoming calls, in wrapup activity, on outbound calls). The default option for Series 1 in the Widget Settings window. Occupancy is calculated based on the following formula: [(I a - R a ) I a ] 100 where: I a = In service time actual R a = Ready time actual The total number of outgoing calls that agents completed. 40

41 Dashboard Administrator Administrator The administrator controls the Dashboard by configuring the following Dashboard features: The appearance of the default dashboard by role, including: The widgets that appear on the Dashboard for each role. The order in which the widgets appear. The names of the widgets. The content of the widgets. If you do not assign a default dashboard to a role, the user will see the default dashboard assigned by WFM to their role. The Lock Down state for each role. If you lock down a dashboard, the dashboard user notices the following: The Settings button does not exist on the Dashboard toolbar. The user cannot change the settings on their Dashboard. The user cannot rename widgets. The user cannot customize the layout of widgets on the dashboard. If the user changed the dashboard before you applied the Lock Down state, all previous changes are lost and the user only sees the dashboard assigned to their role. Configuring the Dashboard by Role PREREQUISITE This task requires a user logs in using the username and password for the administrator ID. TASK 1. Select a role from the Role drop-down list in the Dashboard toolbar and then click settings. 2. To modify the widgets that appear on the dashboard, click Settings in the Dashboard toolbar, and choose one or more of the following options. To add widgets to the dashboard, drag the widgets to the Selected Widgets list, and then click Apply. See Moving Items between Lists on page 24 for more information. 41

42 Dashboard Agents and Supervisors To move a widget in Selected Widgets, click the widget, and then drag the widget to the desired location. A Down Arrow appears when you drag the widget to a legitimate position. When you drag a widget to the left half or right half of another widget, this icon appears to the left or the right of the widget. NOTE: You cannot drag a widget to an empty space. To drag a widget to the last position, drag the widget to the right half of the last widget in Configure Dashboard Widgets. To rename a widget, double-click the widget you want to rename in the Selected Widgets list, type the new name in the Rename Widget dialog box, click Apply, and then click Apply. To delete widgets from the dashboard, select the widgets you want to delete from the Selected Widgets list, click Delete Selected Widgets, and then click Apply. To lock a dashboard so users cannot change it, select the Lock Down check box, and then click Apply. To close the Configure Dashboard Widgets dialog box without saving your changes, click Cancel. 3. Repeat step 1 and step 2 for each role. Agents and Supervisors The contents of your Dashboard depend on how the administrator configured the Dashboard based on your highest role. If the administrator locks down your Dashboard, the content of your Dashboard is limited to what the administrator allowed for your role. Managing Your Dashboard (Lock Down Disabled) You can perform the following task on the Dashboard when the Lock Down state is disabled in addition to the tasks available when the Dashboard Lock Down state is enabled. TASK To move a widget in the Dashboard, click the widget toolbar (the cursor changes to Move ), and then drag the widget to the desired location. A Down Arrow appears when you drag the widget to a legitimate position. 42

43 Dashboard Agents and Supervisors ADDITIONAL INFORMATION: When you drag a widget to the left half or right half of another widget, this icon appears to the left or the right of the widget. When you drop a widget in a new location, the remaining widgets fill in the gap where the widget was originally located. NOTE: You cannot drag a widget to an empty space. To drag a widget to the last position, drag the widget to the right half of the last widget in the Dashboard. To modify the widgets that appear on your dashboard, click Settings in the Dashboard toolbar, and choose one or more of the following options. To add widgets to the dashboard, drag the widgets to the Selected Widgets list, and then click Apply. See Moving Items between Lists on page 24 for more information. To move a widget in Selected Widgets, click the widget, and then drag the widget to the desired location. A Down Arrow appears when you drag the widget to a legitimate position. When you drag a widget to the left half or right half of another widget, this icon appears to the left or the right of the widget. NOTE: You cannot drag a widget to an empty space. To drag a widget to the last position, drag the widget to the right half of the last widget in Configure Dashboard Widgets. To rename a widget, double-click the widget you want to rename in the Selected Widgets list, type the new name in the Rename Widget dialog box, click Apply, and then click Apply. To delete widgets from the dashboard, select the widgets you want to delete from the Selected Widgets list, click Delete Selected Widgets, and then click Apply. To close the Configure Dashboard Widgets dialog box without saving your changes, click Cancel. Managing Your Dashboard (Lock Down Enabled) You can perform the following tasks on the Dashboard when the Lock Down state is enabled. TASK To filter the information that appears in a widget, click Settings in the widget toolbar, choose the options you want to appear in the widget, and then click Apply. ADDITIONAL INFORMATION: All widgets are refreshed after you change the settings. 43

44 Dashboard Agents and Supervisors To close the Widget Settings dialog box without saving your changes, click Cancel. To display related information, click Action Link in the widget toolbar. To see view the value for a data element in a Stacked Bar chart, place your cursor over the color in the stacked bar that represents the information you want to see. STEP RESULT: The Stacked Bar chart displays the value for the selected data element in the stacked bar. To see a value for a cluster in a Vertical Bar chart, place your cursor over the cluster that represents the information you want to see. To see a value for a point in a Lines Graph chart, place your cursor over the point that represents the information you want to see. STEP RESULT: The Lines Graph chart displays the value for the selected point. 44

45 My Schedule Agents and Supervisors My Schedule The My Schedule application (Figure 9) allows you to view your schedule by day, week, or month. Figure 9. My Schedule application By default, the My Schedule application displays your current schedule in the Day window. You can use the Calendar toolbar to choose another date. The start and end times that appear in your schedule correspond with your Display Time Zone. See Time Zone Considerations on page 48 for more information on time zones. The calendar date that appears when you create and manage requests that affect your scheduled is based on the time zone of the WFM server. This means that the day could start before or after midnight due to time zone shifts. For example, if you are located in Minneapolis (CST) and the WFM server is located in New York (EST), and your start time on your schedule is 8:00AM, then your start time in the Requests calendar would be 9:00AM. Your WFM administrator can tell you if time zone shifts will affect the calendar dates. 45

46 My Schedule My Schedule Toolbar My Schedule Toolbar The My Schedule toolbar (Figure 10) allows you to view your schedule based on day, week, or month. Figure 10. My Schedule toolbar Table 13 describes the buttons that appear in the My Schedule toolbar if you are a supervisor. Table 13. My Schedule toolbar fields Field Select Agent Select Time Zone Description Choose an agent from the drop-down list. If you are a supervisor and an agent, your name will appear in the field by default. NOTE: The Select Agent and Select Time Zone fields persist until you change them. Choose a time zone. NOTE: The time displayed on the agents schedule is based on the WFM server s time zone. Table 14 describes the buttons that appear in the My Schedule toolbar. Table 14. My Schedule toolbar buttons Button Day Week Month Description Displays your schedule by a specific day. By default the Day window displays the current day the first time you access the My Schedule application. Click a day in the toolbar to view the schedule for that day. When you select a different date, that date persists between sessions until you choose a different date. Displays your schedule by a specific week. By default the Week window displays the week of the persisted date. Click a day in the toolbar to view the week s schedule for the selected date. Displays your schedule by a specific month. By default the Month window displays the month of the persisted date. Click a month in the toolbar to view the month s schedule. 46

47 My Schedule Calendar Toolbar Calendar Toolbar The Calendar toolbar (Figure 11) displays the day, week, or month in the agent schedules for the selected date or month. The current date or month is highlighted in green by default. The selected date or month is highlighted in orange and the current date or month is highlighted in dark gray. The current week is highlighted in black. Figure 11. Calendar toolbar Table 15 describes the Calendar buttons. Table 15. Calendar toolbar buttons Button Icon Description Previous Displays the next month. Next Displays the previous month. Day, Week, or Month Toolbar Table 16 describes the buttons that appear in the Day, Week, and Month toolbar. Table 16. Day, Week, and Month toolbar buttons Button Icon Description Today NA Displays a summary of all scheduled activities based on the current date. The scheduled activities displayed depends on the current window: Week Displays the week s schedule for the current day. The activity start time is based on which of the following display formats you choose to use: Time Displays today based on your Display Time Zone Event Displays today based on your current shift date (server date) Month Displays the month s schedule for the current day based on the server s time zone. Previous Displays the previous day, week, or month depending on your current window. 47

48 My Schedule Points to Remember Button Icon Description Next Displays the next day, week, or month depending on your current window. Table 17 describes the fields that appear in the Day, Week, and Month toolbar. Table 17. Day, Week, and Month toolbar fields Field Paid Description Displays a summary of all scheduled activity that is paid for the selected day, week, or month. NOTE: The value that appears in this field does not reflect the time that appears in your time card. Points to Remember Remember the following point when using the My Schedule application. The message, Nothing Scheduled for this Day, appears in the following situations: If the date is not within the visible scheduled week. If the date has no schedule run against it. If the date has a schedule run against it, but you were not scheduled for that date, and you are unavailable for that date. If you decided to cancel a time off request, and a scheduler deleted your request from WFM (legacy application), your time off request will be deleted from the production schedule and your schedule will change, but the time off request will still appear in the heading column for the specified day in the Week window. Time Zone Considerations If your contact center covers multiple time zones, consider the following information when using the My Schedule widget or My Schedule application: All scheduled activity times displayed in Workforce Optimization represent the Display Time Zone value assigned to you by the WFM administrator. The Display Time Zone maps to Olson time zones. 48

49 My Schedule Activities See the Cisco Unified Workforce Optimization Workforce Management Administrator User Guide, for more information on the Display Time Zone and Olson time zones. Workforce Optimization uses the Display Time Zone. It does not use the local time zone for your PC. Workforce Optimization takes into account Daylight Saving Time (DST) changes. When you request a partial day activity (for example, a partial day exception), the request is submitted using the date and time for your Display Time Zone. You can view activities for a server date (shift date) using any of the event-based views (for example, My Schedule, Day, Week Event, and Month). The Week Time view is the only view that displays midnight-to-midnight in your Display Time Zone. Activities Activities are assigned to intervals within the schedule. You can view your activities by Day, Week, or Month. Activity examples include: Assignment You are scheduled for activities other than handling contacts. Break You are on a break. Exception You are scheduled for unplanned activities (for example, out of office, meeting, or training). In service You are logged in and ready to handle contacts. Lunch You are at lunch. Project You are scheduled for non-contact related activities. Service Queue Closed The service queue that you are assigned to is not scheduled to work on a specific day. For example, the service queue is not scheduled on Saturday or New Year s Day. Each activity is associated with a color. The colors are determined by your WFM administrator. When a schedule crosses midnight, any activity scheduled during that time splits into two activities by the same name (for example, Lunch). The first activity ends at 11:59 PM and the second activity begins at 12:00 AM. The date associated with the second activity appears at the beginning of the next day. 49

50 My Schedule Day Day The Day window (Figure 12) displays your scheduled activities for a selected day and the start time for each activity. By default the Day window displays the current day. Use the Calendar toolbar to select the day you want to view. If you work a split shift, you need to note the start time of each activity. If you are not scheduled to work for a specific day, the Day window displays the following message: Nothing Scheduled On This Day Figure 12. Day window If your schedule spans midnight (for example, you work from 11PM to 5:30AM), your entire schedule appears on the shift date (server date) in which your schedule begins. The Day window displays your activity start time based on the server s time zone. If the schedule crosses midnight, the start time for the activities prior to midnight are highlighted. The schedule also displays the start time and day and the end time and day. 50

51 My Schedule Week Week The Week window (Figure 13) displays your scheduled activity for a selected week. By default, the Week window displays the schedule for the current week and the column header for the current day is orange. The column header for the current date is highlighted. If you choose another day in the Calendar toolbar, the Week window displays the week that contains the selected day. Figure 13. Week window The schedule lists the activities for each day in that week. If you are scheduled for time off, the Week window also displays your time off activity. If you are not scheduled to work for a specific day during the week, the day appears empty. Use the scroll bar to view the entire schedule. This is particularly important if your work schedule spans midnight, because your schedule includes the current day and the next day. When you move your cursor over an activity in your schedule, a tooltip appears. The information that appears in the tooltip is as follows: Name of the activity Second level name, if available Start time End time 51

52 My Schedule Week A hyperlink might appear in the list of scheduled activities. Click the hyperlink to display information associated with the activity. Table 18 describes the buttons that only appear in the Week toolbar. Table 18. Week buttons Field Description Time Display the activities for each day in the weekly schedule within a 24-hour day (Figure 14). This option displays your activity start time based on your time zone. Figure 14. Activities by time Event Display each day in weekly schedule as an event list (Figure 15). This option displays your activity start time based on the Display Time Zone. This includes any activity that does not match the server/shift date. The schedule also displays the start time and day. Figure 15. Activities by event 52

53 My Schedule Month Month The Month window (Figure 16) displays your scheduled activity for month of the persisted date, including paid time and the start and end time for each schedule, and activities. By default, the Month window displays the schedule for the current month. If you work split schedules during a day, you will see the earliest start time and the latest end time for each schedule. If your schedule spans midnight you see the start and end time for the schedule that starts on that day (for example, 11:00PM-5:30AM Tue). If you are scheduled for time off, the Month window also displays your time off activity. If you are not scheduled to work for a specific day during the month, the day appears empty. Figure 16. Month window You can choose to view different months. Use the Calendar toolbar to select the month you want to view. When you move your cursor over the start and end time on a specific day in your calendar, a tooltip appears. The information that appears in the tooltip is as follows: Weekday and date Start time for each activity 53

54 My Schedule Managing Your Schedule by Day, Week, or Month The Month window displays up to six weeks of your schedule including the current week. If your current schedule is less than six weeks, WFM only displays the scheduled weeks that are visible in the past, present, and future. The Month window displays your activity start time based on the Agent Display Time Zone. The schedule also displays the start time and day. Managing Your Schedule by Day, Week, or Month TASK Supervisors: To view the schedule for a specific agent, select an agent from the Select Agent drop-down list. To view an agent s schedule for a specific time zone, select an agent from the Select Agent drop-down list, and then select a time zone from the Select Time Zone drop-down list. Agents and Supervisors: To view the previous or next day from the Day window, click Previous or Next in the Day toolbar. To choose a day from the Calendar toolbar in the Day window, click the day you want. To choose a different month or year in the Day, Week, or Month window, click Previous or Next button in the Calendar toolbar, and then choose a specific day or month from the Calendar toolbar. To view more information on a scheduled activity in the Week or Month window, move your cursor over <Start Time>-<End Time> for the desired day (for example, 7:00AM-3:00PM). NOTE: A popup box appears with additional information. To return to the current day in the Week or Month window, click Today. To print your Week schedule, click Event in your Week schedule and use the print feature associated with your browser. NOTE: The print layout for your schedule is controlled by the browser. If you do not like the printed schedule using the default settings, use the print settings in the web browser to improve the results. 54

55 Messaging Roles and Scope Messaging The Messaging application allows you to manage schedule requests. Roles and Scope The scope of the Messaging application is based on your highest role. If you are a supervisor and an agent, your access to the Messaging application is based on the supervisor role. If you are both an agent and a supervisor, you can access the features available to both roles. Table 19 shows the WFM features available by role. Table 19. Features available by role Action Agent Supervisor Evaluate and accept a schedule offer or trade request x -- Create a schedule offer or trade request x -- Edit your exception, schedule offer or trade request x -- Delete your time off request, schedule offer or trade request x -- Request time off x -- Request an exception x -- Confirm or reject a schedule offer or trade request x -- Approve or deny an exception request -- x Approve or deny a time off request -- x Approve or deny a schedule offer or trade request -- x The agents to whom you can send requests is determined by the main view assigned to you by the WFM administrator. 55

56 Messaging Button Dictionary Button Dictionary Table 20 describes the common buttons that appear in the supervisor s dialog boxes. Table 20. Common buttons Button Icon Description Add NA Add a day for your time off request. Analyze NA The Analyze button compares your schedule with the other agent s schedule. If you change any of the options after clicking the Analyze button, the Analyze elements are no longer valid. You must click Analyze again to see how your changes affected the analysis. Analyze displays both schedules using your time zone. This field only appears when you clear the Public Trade check box. Approve NA Approve an agent s request. Cancel NA Exit without saving changes. Close NA Dismiss the dialog box. Delete Delete a time off request for a single day. Deny NA Deny an agent s request. Information Read Comment A tooltip that provides additional information about a field when you hover your cursor over the icon. Read a comment. This button is only enabled when a comment is available. WFM keeps a history of all comments submitted for a request. Submit NA Sends the request for approval. Write Comment Type a comment. The Comment field allows a maximum of 140 characters. 56

57 Messaging Agent Messaging Agent Messaging Agents can use the Messaging application to perform the following tasks: Request an exception. Request time off. Offer a schedule. Trade a schedule. Manage all requests sent to you. Manage requests that you sent. View and respond to public trade requests. Table 21 describes the buttons that appear in the Messaging window. Table 21. Buttons Button Icon Description My Requests NA Displays options available to the agent role. The My Requests and All Requests buttons allows a user with the Agent and Supervisor roles to toggle between the agent interface and the supervisor interface. NOTE: The My Request and All Requests buttons only appear for users who are assigned to both the agent and supervisor roles. All Requests NA Displays options available to the supervisor role. Outbox Inbox Public New Request Displays all requests you made. The Outbox appears by default when you click Requests. Displays all requests sent to you. Displays all public requests. Allows you to create and manage requests that affect your schedule. The schedule request types are as follows: Exception Request Time Off Request Schedule Offer Request Schedule Trade Request 57

58 Messaging Agent Messaging Points to Remember When trading or offering your schedule, remember the following: You cannot trade schedules for the current date. If your schedule crosses midnight: You are scheduled to work on the day the work shift began. A day off occurs when you are not scheduled to start a work shift. Note that your work shift from the previous day might end on your day off (for example, you start work at 11pm the previous day and finish at 7am the following day. If you want to offer your schedule: You can only trade your schedule with another agent who is not scheduled to work on that day. You are trading a scheduled day for a day off. You cannot offer a day off to another agent. You can offer only one day at a time. Private offers to a specific agent are not allowed. An agent cannot accept an offer if the agent is already scheduled to work on that day. An offer cannot overlap the accepting agent s shifts on either the previous or following days. Your schedule is changed when a supervisor approves the schedule offer. If you want to trade your schedule: You can only trade your scheduled day with another agent s scheduled day. You can trade your schedule for another agent s schedule on the same day. Essentially, you are trading work shifts on the same day. You can trade schedules for different days when you are scheduled to work, the other agent has the day off on the first date and the reverse is true for the second date. You can make a private trade with another agent if neither of your shifts overlap the previous or following days. Your schedule is changed when a supervisor approves the schedule trade. If the WFM server is in another time zone: You need to know the WFM server time zone because this is the time zone that is used for the shift date when requesting trades, offers, time off, and all-day exceptions. The WFM server time zone is the same time zone used when the WFM administrator runs a schedule. 58

59 Messaging Agent Messaging When you request a full day activity (for example, trade, offer, time off, exception), the request is submitted using the server date (also called shift date). Outbox The Outbox window (Figure 17) displays all of your requests. When you click Requests, the Outbox window appears by default. Figure 17. Outbox window 59

60 Messaging Agent Messaging Table 22 describes the fields in the Outbox window. Table 22. Outbox fields Field Icon Description Status Approved. The request was approved. Pending. The request is waiting for a response from another agent. You can edit or delete a pending offer request or trade request. Submitted. The request is waiting for a response from your supervisor. You can edit or delete a submitted exception request. Waiting. The request is waiting for a response from you. You can confirm or reject a waiting offer request or trade request. Denied. The request was denied by the supervisor. Your schedule did not change. Error. There is an error in the request. Refused. Another agent refused your request. Rejected. You rejected another agent s request. Request NA The high-level request type. Exception. You requested an exception (for example, you need to take the morning off to see a doctor). This request is usually submitted before a schedule is created, so you are not scheduled for this period. Offer. You offered your schedule to other agents. Trade. You requested a schedule trade with another agent. Time Off. You requested time off. Type NA The low-level request type. For example, you requested a private trade request type. 60

61 Messaging Agent Messaging Field Icon Description Scheduled Date Submitted Date NA NA The date when the exception, schedule trade, time off, or schedule offer occurs. By default, the Outbox table is sorted by date in ascending order. By default, all Scheduled Date requests with expired dates are hidden. The date and time when the request was submitted. Note that public trade requests do not display a submitted date until someone accepts the request. Managing Your Outbox You can perform the following tasks from the Outbox. TASK To view your Outbox, click Requests or click Outbox. To refresh your Outbox, click another message box (Public or Inbox ), and then click Outbox. To view the details of an Approved or Denied request, double-click the request to display the dialog box. To edit a request, double-click the request, complete the fields in the dialog box, and then click Submit. You can edit the following requests: Pending trade request Pending offer request Submitted exception request To-Do trade request ADDITIONAL INFORMATION: You can modify these requests prior to approval or acceptance from another agent. STEP RESULT: Your request is sent to your supervisor for approval. To confirm or reject a request, double-click the request, type a comment in the Comment field if needed, click Analyze to compare both schedules, and then click Confirm to accept the request or Reject to deny the request. You can confirm or reject the following requests: To-Do offer request To-Do trade request To delete a request, double-click the request, and then click Delete in the dialog box. You can delete the following requests: 61

62 Messaging Agent Messaging Pending trade request Pending offer request Submitted exception request Submitted time off request To see which time off request was approved or denied by your supervisor, double-click the time off request. Approved will appear above the choice in question. Inbox The Inbox window (Figure 18) displays all requests sent to you. From the Inbox window, you can: View a trade request View a trade offer that you accepted Accept a trade request Reject a trade request Figure 18. Inbox window 62

63 Messaging Agent Messaging Table 23 describes the fields in this table. Table 23. Inbox fields Field Icon Description Status Approved. The request was approved and your schedule was updated. Pending. The request is waiting for a response from another agent. You can edit or delete a pending offer request or trade request. Submitted. The request is waiting for a response from your supervisor. You can edit or delete a submitted exception request. To-Do. The request is waiting for a response from you. You can confirm or reject a waiting offer request or trade request. Denied. The request was denied by the supervisor. Your schedule did not change. Error. There is an error in the request. Refused. Another agent refused your request. Rejected. You rejected another agent s request. Type NA The type of request. The possible types are Offer and Trade. Scheduled Date NA The date that the user wants to give up. This is Desired Date in the Schedule Trade Request. Desired Date NA The date that the user wants to receive (this is Scheduled Date in the Schedule Offer Request and the Schedule Trade Request. Submit Date NA The date and time when user submitted the request. This is the same date that appears in the requestor s Outbox under Submitted Date. By default, all Received Date requests with expired dates are hidden. 63

64 Messaging Agent Messaging Field Icon Description Requesting Agent NA The name of the agent who requested the schedule trade or schedule offer. Managing Your Inbox You can perform the following tasks from your Inbox. TASK To view your Inbox, click Requests, and then click Inbox. To refresh your Inbox, click another message box (Public or Outbox ), and then click Inbox. To approve or refuse a waiting schedule trade request, double-click the trade request in your Inbox, click Analyze to compare both schedules, and then click Approve to accept the schedule trade request or Refuse to reject the schedule trade request. STEP RESULT: Workforce Optimization validates the request and sends it to the supervisor for approval. The status on schedule trade request changes to Submitted. To confirm or reject a schedule offer request, double-click the offer request in your Inbox, click Analyze to compare both schedules, and then Confirm to accept the schedule offer request or Reject to deny the schedule offer request. 64

65 Messaging Agent Messaging Public Box The Public box (Figure 19) displays a summary of the latest public schedule offers and trades. You can use the Public box to accept schedule trade requests and offers from other agents. This allows you more schedule flexibility. Figure 19. Public box When you post a schedule trade request or offer on the Public box, you make it available to all agents in WFM. This differs from creating a schedule trade request, where you request a trade with a specific agent. NOTE: Supervisors always have final authority on any requests. Workforce Optimization displays messages from all agents in WFM. You can evaluate and accept a schedule offer or trade from the Public box. Table 24. Public fields Field Request Type Scheduled Date Description The type of request. The possible request types are Offer and Trade. The date that the requester wants to give up. By default, the Public table is sorted by the Scheduled Date. 65

66 Messaging Agent Messaging Expires Field Last Comment Requesting Agent Description The date when the request expires. The request expires at 23:59 of the specified date. When a request expires, you can no longer accept or cancel the request. By default, all requests with expired dates are hidden. The last comment entered regarding this request. Displays the name of the agent who sent the request. Managing Your Public Box You can perform the following tasks from your Public box. TASK To view your Public box, click Requests, and then click Public. To refresh your Public box, click another message box (Outbox or Inbox ), and then click Public. To accept an offer request, double-click the offer request, and then click Accept in the Offer Request dialog box. To accept a trade request, double-click the request, select a date you want to trade, type a comment in the Comment field if needed, click Analyze to compare the schedules, and then click Accept to accept the request in the Trade Request dialog box. New Request The New Request menu allows you to create or submit a request for an exception, time off, schedule offer, or schedule trade. When you click New Request, it displays a menu with the following options: Exception Request Allows you to modify adherence by requesting time for unplanned activities (for example, out of office, meeting, or training). Schedule Offer Request Allows you to make your schedule available to other agents. Schedule Trade Request Allows you to trade your schedule for another agent s schedule. 66

67 Messaging Agent Messaging Exception Request The Exception Request dialog box (Figure 20) allows you to request unplanned activities including meetings, training sessions, unscheduled breaks, and absenteeism. Your request is sent to your supervisor for approval and appears in your Outbox with a Submitted status. You can request exceptions for future dates and past dates. Request an exception for a past date to correct your adherence. For example, you were sick yesterday and had to take time off for a personal day. Figure 20. Exception Request dialog box Table 25 describes the fields in the Exception Request dialog box. Table 25. Exception Request fields Field Exception Date Exception Type Entire Day Description The date when you want an exception. The field displays the current date by default. Lists the available exceptions types. Choose one from the drop-down list. If the list of available exceptions does not apply to your situation, talk to your supervisor. The duration of the exception. By default this check box is clear. When selected, the duration of the exception is an entire day. Full day exceptions use the server date. When cleared, the duration of the exception is only part of a day. If you clear the check box, you must provide a start time and end time. The start time and end time for a partial day exception is based on your time zone. 67

68 Messaging Agent Messaging Field Start Time End Time Comment The time when the exception starts. The time when the exception ends. Description Displays your comments regarding the request. WFM keeps a history of all comments submitted for a request. The Comment field allows a maximum of 140 characters. See Button Dictionary on page 56 for a description of the buttons. Submitting an Exception Request TASK To create an exception request, click New Request, choose Exception Request, complete the fields, and then click Submit. ADDITIONAL INFORMATION: If the list of available exception types does not apply to your situation, talk to your supervisor. STEP RESULT: Your request is sent to your supervisor for approval and appears in your Outbox with a Submitted status. 68

69 Messaging Agent Messaging Schedule Offer Request The Schedule Offer Request dialog box (Figure 21) allows you to make your schedule available to all agents in WFM. This differs from Schedule Trade Request, where you request a trade with a known agent. NOTE: Supervisors always have final authority on any schedule offer requests. All schedule offer requests use the server date. A schedule offer has no impact on coverage of requirements for the skill group/service because only the name of the agent changes on the schedule. When you submit a Schedule Offer Request, it appears on the other agents Public box and your Outbox. Figure 21. Schedule Offer Request dialog box Table 26 describes the fields in the Schedule Offer Request dialog box. Table 26. Schedule Offer Request fields Field Scheduled Date Expiration Date Description The day in your schedule you want to offer to other agents. By default, this field displays tomorrow s date. You cannot choose a past date. The date the request expires. When the request expires, it no longer appears in your Outbox and Public box. The expiration date must be greater than the tomorrow s date and less than the selected date. For example, if the current date is 3/11/2011 and the Scheduled Date is 3/18/2011, specify an expiration date between 3/11/2011 and 3/18/

70 Messaging Agent Messaging Field Confirm Description When selected, allows you to confirm an offer request after another agent accepts it, and before submitting the request for approval to the supervisor, scheduler, or administrator. When cleared, your request is automatically submitted to the supervisor, scheduler, or administrator when another agent accepts the request. See Button Dictionary on page 56 for a description of the buttons. Submitting a Schedule Offer Request TASK To offer your schedule, click New Request, choose Schedule Offer Request, complete the fields, and then click Submit. STEP RESULT: Your offer requests appear in your Outbox and on the Public box. Trade Request The Trade Request dialog box (Figure 22) allows you to trade your schedule for another agent s schedule. All trade requests use the server date. You can choose the agent with whom you want to trade schedules, or make this trade request available to the public. When you send a trade request to another agent for approval, it appears in your Outbox and the agent s Inbox. When you choose to make the trade request public, the trade request appears in your Outbox and is posted in the other agents Public box, where any agent can accept the trade request. Figure 22. Trade Request dialog box There are two types of trade requests: Trade schedule for the same date. For example, trade a schedule that starts at 7:00AM for another schedule that starts at 3:00PM on the same day. Trade non-scheduled dates. For example, you want to trade your Monday off with another agent s Friday off. 70

71 Messaging Agent Messaging Workforce Optimization sends the trade request to the WFM administrator for approval. A trade has no impact on coverage of requirements for the service queue, because only the name of the agent changes. Table 27 describes the fields in the Trade Request dialog box. Table 27. Trade Request fields Field Public Trade Trade With Confirm Scheduled Date Desired Schedule Date Description When selected, your request appears on the Public box for any agent to accept and in your Outbox. This check box is clear by default. The name of the agent you want to trade schedules with. This field only appears when you clear the Public Trade check box. When selected, allows you to confirm an offer request after another agent accepts it, and before submitting the request for approval to the supervisor. This check box is selected by default and only appears when you select the Public Trade check box. A public trade requires confirmation from the agent who submitted the request because the agent who accepts the trade will provide a different schedule date in exchange for your original scheduled date. The date you want to trade. By default this field displays tomorrow s date. The date you want to add to your schedule. By default, this field displays tomorrow s date. This field only appears when you clear the Public Trade check box. See Button Dictionary on page 56 for a description of the buttons. Trade Request Guidelines When entering a date, consider the following information. If you want to swap schedules on the same day with another agent, enter the same date in the Scheduled Date field and the Desired Schedule Date field. For example, you swap your Monday morning schedule with another agent s Monday afternoon schedule. If you want to trade schedules on different days with another agent: Enter the date you are working in the Scheduled Date field. This is the date you want to have off. 71

72 Messaging Supervisor Messaging Enter the date the other agent is working in the Desired Schedule Date field. This is the date you want to trade with the known agent. For example, you work Monday and have Tuesday off. Agent B has Monday off and works Tuesday. Enter Monday s date (the day you work/the day you want off) in the Scheduled Date field and Tuesday s date (the day Agent B works/the day you want to work) in the Desired Schedule Date field. When you submit the request and the WFM administrator approves the request, you have Monday off and work Tuesday, and Agent B works Monday and has Tuesday off. NOTE: You can only trade days that you and the known agent are scheduled to work. Selecting a date when an agent is not scheduled to work causes a validation error. Submitting a Trade Request Use this task to trade your schedule with another agent. See Trade Request Guidelines on page 71 for specific information on entering dates for your trade request. TASK To trade your schedule with a specific agent, click New Request, choose Schedule Trade Request, clear the Public Trade check box, choose an agent from the Trade With drop-down list, complete the fields, click Analyze to compare both schedules, and then click Submit. STEP RESULT: Your schedule trade request is sent to the agent for approval, and appears in your Outbox and the agent s Inbox. To trade your schedule with any available agent, click New Request, choose Schedule Trade Request, select the Public Trade check box, complete the fields, and then click Submit. STEP RESULT: Your schedule trade requests appear on the other agents Public box and your Outbox. Supervisor Messaging Supervisors can use the Messaging application to perform the following tasks: Approve agent requests. Deny agent requests. View agent requests. 72

73 Messaging Supervisor Messaging NOTE: Supervisors can only view, approve or deny requests from agents that are within the supervisor s scope (that is, the requesting agent s Main Team is assigned to the supervisors Main View in WFM). Table 28 describes the buttons that appear in the Messages window. Table 28. Buttons Button Icon Description To-Do All Displays all requests sent to you that require action. The To-Do box appears by default when you click Requests. Displays all requests sent to you. To-Do Box The To-Do box (Figure 23) displays all requests that require your attention. From this window, you can approve and deny agent requests. Figure 23. To-Do box 73

74 Messaging Supervisor Messaging Table 29 describes the fields in the To-Do box. Table 29. To -Do fields Field Icon Description Status To-Do. The request is waiting for a response from you. You can approve or deny the following requests: Exception request Time off request Schedule offer or trade request From NA The name of the agent who requested the time off, schedule trade or schedule offer. Request Type NA The high-level request type. Exception You requested an exception (for example, you need to take the morning off to see a doctor). This request is usually submitted before a schedule is created, so you a time off request are not scheduled for this period. Trade You requested a schedule trade with another agent. Time Off You requested time off. Type NA The specific request type for Exception, Trade, or Time Off. Scheduled Date NA The date that the user wants to give up. This is From Date in an offer, trade, or exception request, and the selected date in a time off request. Received Date NA The date the request was received. 74

75 Messaging Supervisor Messaging Approve Exception Request The Approve Exception Request dialog box (Figure 24) allows you to approve or deny exceptions. The exception appears in an agent s schedule when you approve and commit the change request. Figure 24. Approve Exception Request dialog box Table 30 describes the fields in the Approve Exception Request dialog box. Table 30. Approve Exception Request fields Field From Request Received Date Type Scheduled Date Duration Schedule Exception Description The name of the agent who requested the time off. The Exception high-level request type appears in this field. The agent requested an exception (for example, the agent needs to take the morning off to see a doctor). This request is usually submitted before a schedule is created, so the agent is not scheduled for this period. The date and time the request was submitted. The type of exception request. The day when the exception will occur. The duration of the exception. The type of exception associated with this request. See Button Dictionary on page 56 for a description of the buttons. 75

76 Messaging Supervisor Messaging Approve Trade Request The Approve Trade Request dialog box (Figure 25) allows you to analyze, and then approve or deny a trade request or offer request. NOTE: If another supervisor approves a trade request using WFM (legacy application), you will not be informed. Cisco recommends that you approve trade requests using the Messaging application. Figure 25. Approve Trade Request 76

77 Messaging Supervisor Messaging Table 31 describes the fields in the Approve Trade Request dialog box. Table 31. Approve Trade Request fields Field Description Request Information From Request Type Received Date To From Date To Date From Agent Schedule Name Date To Agent Schedule The name of the agent who requested the time off. The Trade high-level request type. The agent requested time off. The type of trade request. The date and time the request was submitted. The name of the other agent involved in the trade. The first scheduled date involved in the trade. The second scheduled date involved in the trade. This field only appears when different days are involved in the trade request. The schedule for the agent requesting the trade. Use the scroll bar to view the agent s entire schedule. The name of the agent. The date specified in the trade request. The schedule for the agent accepting the trade. See Button Dictionary on page 56 for a description of the buttons. 77

78 Messaging Supervisor Messaging All Box The All box (Figure 26) displays all requests that require your attention. From this window, you can view agent requests. Figure 26. All box Table 32 describes the fields in the All box. Table 32. All fields Field Icon Description Status Approved. The request was approved and the schedule was updated. Denied. The request was denied by you. The schedule did not change. Error. There is an error in the request. To-Do. The request is waiting for a response from you. You can approve or deny the following requests: Exception request Time off request Schedule offer or trade request From NA The name of the agent who requested the time off, schedule trade or schedule offer. 78

79 Messaging Supervisor Messaging Field Icon Description Request Type NA The high-level request type. Exception You requested an exception (for example, you need to take the morning off to see a doctor). This request is usually submitted before a schedule is created, so you a time off request.re not scheduled for this period. Trade You requested a schedule trade with another agent. Time Off You requested time off. Scheduled Date NA The date that the user wants to give up. This is From Date in an offer, trade, or exception request, and the selected date in a time off request. Received Date NA The date the request was received. From NA The name of the agent who requested the time off, schedule trade or schedule offer. View Exception Request The View Exception Request dialog box (Figure 27) allows you to view an exception request that has been approved or denied. Figure 27. View Exception Request dialog box 79

80 Messaging Supervisor Messaging Table 33 describes the fields in the View Exception Request dialog box. Table 33. View Exception Request fields From Field Request Received Date Type Scheduled Date Duration Schedule Exception Status Description The name of the agent who requested the time off. The Exception high-level request type. The agent requested an exception (for example, the agent needs to take the morning off to see a doctor). This request is usually submitted before a schedule is created, so the agent is not scheduled for this period. The date and time the request was submitted. The type of exception request. The day when the time off will occur. The duration of the exception. The type of exception request. The status of the exception request. The possible values are: Approved Denied See Button Dictionary on page 56 for a description of the buttons. View Schedule Offer Request The Schedule Offer Request dialog box (Figure 28) allows you to view an offer request that has been approved or denied. Figure 28. Schedule Offer Request dialog box 80

81 Messaging Supervisor Messaging Table 34 describes the fields in the Schedule Offer Request dialog box. Table 34. Schedule Offer Request fields Field To Agent Scheduled Date Confirm Description The agent who accepted the offer. The day when the offer occurs. When selected, the agent who offered the scheduled confirmed the offer request after another agent accepted the offer request. When cleared, the request is automatically submitted to the supervisor, scheduler, or administrator when another agent accepts the request. See Button Dictionary on page 56 for a description of the buttons. View Trade Request The View Trade Request dialog box (Figure 29) allows you to view a trade request that has been approved or denied. Figure 29. View Trade Request dialog box Table 35 describes the fields in the View Trade Request dialog box. Table 35. View Trade Request fields Field From Request Type Description The name of the agent who requested the time off. The Trade high-level request type. The agent requested time off. The Trade type of request. 81

82 Messaging Supervisor Messaging Field Received Date To From Date To Date Status Description The date and time the request was submitted. The agent who is accepting the trade. The date the initiating agent wants to trade. The date the initiation agent wants to work. The approval state for the request. The possible states are: Approved Denied See Button Dictionary on page 56 for a description of the buttons. Managing Agent Requests TASK To approve or deny an exception request, double-click an exception request with a status of To-Do from the To-Do box or All box, complete the fields, and then click Approve or Deny. To approve or deny a schedule offer or trade request, double-click the trade or offer request with a status of To-Do from the To-Do box or All box, compare the schedules for both agents, complete the fields, and then click Approve or Deny. To view a completed request, click All, and then double-click any request that does not have a status of To-Do. 82

83 Agent Schedules Supervisor Messaging Agent Schedules The Agent Schedules application (Figure 30) allows supervisors to manage the schedule for selected agents by updating the production schedule. The process of scheduling agents for non-service activities, such as meetings or training, after a schedule has been generated is called post-production planning. You can use the Agents Schedules application to find times when you can schedule agents for activities so that the service level is least affected. Use the Agent Schedules application to complete the following tasks. Determine the best time to schedule an activity so that it has the least impact on the service queue, team, skill mapping, or agent and insert the activity. Trade schedules between agents. Update the production schedule. Monitor real time adherence. Only supervisors can access the Agent Schedules application. NOTE: If another supervisor modifies agent schedules through WFM (legacy application), you will not be informed. Cisco recommends that you modify agent schedules using the Agent Schedules application. Figure 30. Agent Schedules application 83

84 Agent Schedules Points to Remember A popup (Figure 31) appears when you hover over a schedule in the Agent Schedules window for the Day or Week option. The popup identifies the agent, the agent s start and end time, and whether or not the agent was paid. Figure 31. Popup for Day or Week A popup (Figure 32) appears when you hover over an scheduled activity in the Agent Schedules window for the Hour option. The popup identifies the type of activity, the agent associated with the activity, the start and end time, whether or not the activity is paid, and the work shift. Figure 32. Popup for Hour Points to Remember When using the Agent Schedules application, remember the following points: When you first access the application the fields are empty. Changes to the date and zoom level (Week, Day, or Hour) persist from session to session. To display the current date, choose Actions > Go to Today. Changes to the service queue, team or skill mapping persist to from session to session. The Agent Schedules application displays activity start time based on the server s time zone. 84

85 Agent Schedules Agent Schedules Toolbar Agent Schedules Toolbar Figure 33 displays the Agent Schedules toolbar Figure 33. Agent Schedules toolbar Table 36 describes the buttons that appear in the Agent Schedules toolbar. Table 36. Agent Schedules toolbar fields Field Select Criteria Filter Agents Description Choose a criteria name from the drop-down list, or type letters in a group s name, to display agents in the selected group. Criteria names are organized by the following categories: Service Queues Lists service queues within your scope. Teams Lists teams within your scope. Skill Mappings Lists skill mappings within your scope. This field is not case-sensitive. NOTE: The Show field persists until you change it. Filter agents by typing letters in an agent s name. For example, if you type br in the field, only names that contain the letters br are displayed. This field is not case-sensitive. Table 37 describes the buttons that appear in the Agent Schedules toolbar. Table 37. Agent Schedules toolbar buttons Button Week Day Hour Description Displays the agents schedules for a specific week. By default the Week window displays the current week. Click a day in the toolbar to view the week s schedule for the selected date. Displays the agents schedules in two hour increments for a selected day. By default the Day window displays the current day. Click a day in the toolbar to view the schedule for that day. Displays the agents schedules for a specific day in one hour increments. When you display an agents schedules by hour, you can drag and drop to: Change the start time of a schedule to a new start time. Change the end time of a schedule to a new end time. Move an activity to a new time in increments of 5 minutes. 85

86 Agent Schedules Columns and Buttons Button Actions Commit Description Allows you to modify agents schedules. You can choose from the following options: Insert Activity Allows you to add an activity to the agents schedule. See Insert Activity on page 100 for more information. Trade Schedule Allows you to trade schedules between two agents. See Trade Schedule on page 104 for more information. Go to Today The Go to Today feature displays the agent s schedule for the current date in the Agent Schedules window based on your current Week, Day, or Hour option. NOTE: If you just modified a schedule on a different day and then chose the Go to Today option, you will be prompted to save your changes. Discard Changes The Discard Changes feature removes your unsaved changes and refreshes the Agent Schedule window. Saves the changes to the database and updates the production schedule. Columns and Buttons Table 38 describes the columns that appear in the Agent Schedules window. Table 38. Agent Schedules columns Field Definition Common Columns Agents Displays the first and last name of each agent in the selected service queue, team, or skill group within the supervisor s scope (view). Columns by Week Day of the Week The days of the week appear in the column headers. Columns by Day <hh:mm> <AM or PM> The time, in two hour intervals, appear in the column headers. Columns by Hour <hh><am or PM> The time, in one hour intervals, appear in the column headers. 86

87 Agent Schedules Columns and Buttons Table 39 describes the Agent Schedules buttons. Table 39. Agent Schedules buttons Buttons Icons Description Sort Pin Unpin Sort agents. You can click Sort and choose one of the following options to sort the contents of the Agents column: First Name Sort agents by first name in ascending order. Last Name Sort agents by last name in ascending order. Arrival Time Sort agents by first non-unavailable or available activity. When sorting by arrival time, note the following: The activity is based on the date highlighted in the Calendar toolbar. If there are two or more agents with the same start time for their schedule, then a second sorting by first name, and then last name might occur. If an agent is scheduled as available, the agent appears near the bottom of the list. If an agent is scheduled as unavailable, the agent appears at the end of the list. Rank Sorts agent based on each agent s ranking in the skill mapping. If there are two or more agents of equivalent rank, they are sorted by first name. You can change an agent s rank in WFM (legacy application). See the Workforce Management Administrator User Guide for more information. Company Start Date Sorts agents seniority by their company start date. Department Start Date Sorts agents seniority by their department start date. Moves agent s name to the top of the list. The agent appears at the top of the list regardless of what sort option you choose. Use the Pin button when you want to keep track of a specific agent. Removes agent s name from the top of the list. The agent s name can now be sorted. 87

88 Agent Schedules Calendar Toolbar Calendar Toolbar The Calendar toolbar (Figure 34) displays the day, week, or month in the agent schedules for the selected date or month. The selected date is highlighted in orange and the current date is highlighted in black. The current week is highlighted in dark gray. Figure 34. Calendar toolbar Table 40 describes the Calendar buttons. Table 40. Calendar toolbar buttons Button Icon Description Previous Displays the next month. Next Displays the previous month. Flyouts Table 41 describes the Agent Schedules flyouts. Table 41. Agent Schedules flyouts Flyout Icon Description Agent Adherence Detail Adherence NA Displays the adherence for the selected agent. To access the Agent Adherence Detail, click the agent s name in the Agents column. See Adherence Details on page 89 for more information. Displays the adherence for a selected service queue. See Adherence on page 92 for more information. Coverage Chart Displays coverage for a selected service queue, team, or skill mapping. See Coverage Chart on page 95 for more information. 88

89 Agent Schedules Flyouts Adherence Details The Adherence Details flyout (Figure 35) shows how well the agent has maintained schedule adherence since the start of the day. Adherence is calculated using agent state data, which is captured from the ACD in real time. For this reason, the values displayed at the top of the Agent Report (Scheduled Total, Scheduled In Service, Action In Service, and Out of Adherence) reflect the time at which you requested adherence data, and might differ from the values shown in the detail portion of the report. You can use the Adherence Details flyout to perform the following tasks: Compare the agent s scheduled activities with real-time statistics about the agent from the ACD. Interpret adherence statistics Figure 35. Adherence Details flyout 89

90 Agent Schedules Flyouts Table 42 describes the Adherence Details fields. Table 42. Adherence Details fields Column Adherence Details For: <agent name> Adherence Conformance Scheduled Total Scheduled In Service Actual In Service Out of Adherence Scheduled Description The name of the agent associated with this report. The agent s adherence score. The agent s conformance score. The total time, in hh:mm:ss format, the agent was scheduled to work for the selected date. If the selected date is the current date, the value is calculated to the current time. This value includes only paid time, not unpaid time. For example, if an agent has a break (paid) and a lunch (unpaid) scheduled, the time spent at lunch is not included in the Scheduled Total value. The total time, in hh:mm:ss format, the agent was scheduled to be in service and available to handle calls for the current date so far. When agents are in service they are either ready to handle a call or handling a call. The total time, in hh:mm:ss format, the agent was ready or handling calls so far for the current date. The total time, in hh:mm:ss format, the agent out of adherence so far for the current date. A list of activities for the selected day. Activity The name of the activity. Start The start time for the activity. Actual Agent State The agent s phone state from the ACD. The possible adherence states are as follows: Out of Service Not Ready Busy Ready Waiting Talk Hold Work After Call In The time when the agent entered the adherence state. 90

91 Agent Schedules Flyouts Column In Adherence Out of Adherence Description The time, in hh:mm:ss format, in adherence for each agent state. If the selected date is the current date, the value is calculated to the current time. The time, in hh:mm:ss format, out of adherence for each agent state. If the selected date is the current date, the value is calculated to the current time. Displaying Adherence Details for a Specific Agent TASK To view an agent s adherence details: a. Choose a service queue, team, or skill mapping from the Select Criteria drop-down list. RESULT: A list of agents appears in the Agents column. b. Optional. To filter the list of agents that appear in the Agent Schedules window, type letters in an agent s name in the Filter Agents field. RESULT: The Agent Schedules window displays all agents that include the letters typed in the Filter Agents field. c. Click Close. d. Click the agent s name in the Agents column of the Agent Schedules window. RESULT: The Agent Adherence Detail flyout appears. To refresh the agent s details in the Adherence Details flyout, choose one of the following options: Click the agent s name in the Agents column to close the Adherence Details flyout, and then click the agent s name again to display the updated Agent Adherence Detail flyout. Click another agent s name in the Agents column to display the Adherence Detail flyouts for another agent, and then click the original agent s name again to display the updated Adherence Details flyout. 91

92 Agent Schedules Flyouts Adherence WFM allows you to monitor real-time adherence to determine whether or not agents are adhering to their schedules. When you display the Adherence flyout (Figure 36) for the current date, the data is refreshed once every 30 seconds with live data from the ACD. The Adherence flyout displays the following message when you select a future date: No Adherence Data The Adherence flyout displays adherence and allows you to determine the status for a selected service queue, team, or skill mapping at a glance. NOTE: The columns in the Adherence flyout are not sortable. Figure 36. Adherence flyout for the current date WFM collects data from your contact center ACD to determine all agents states in real time. WFM then compares these real-time states with the agents schedules, and calculates the agents adherence. You can view schedule adherence by agents. Adherence is the percentage of time that agents follow their schedules. When calculating adherence, WFM considers scheduled arrival and departure times, breaks, lunches, and time spent on scheduled activities, and compares the actual activity to the scheduled activity each millisecond through the work shift. For example, an agent who is scheduled to be in service at 08:00 and log out at 16:00 and who sticks to the schedule for the entire day is adhering to the schedule 100 percent. Schedule adherence is calculated based on the following formula: [(Milliseconds scheduled Milliseconds not in adherence) Milliseconds scheduled]

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