You can select the same source week multiple times For

The Campaign Mode 61

Opening a Scheduling Period

To open an existing scheduling period:

Step Action

1 Click the scheduling period in the Work on a Campaign window.

2 Click OK.

Note: If Open is unavailable (appears dimmed), you might not

have access rights to the scheduling period. See your system administrator for access privileges.

—End—

Campaign Mode/Scheduling Period Modules

The following modules are available in Campaign mode:

Note: Additions and changes to these modules apply only to the

scheduling period for which they are entered. You can only modify data at the organization or campaign where it is entered.

Icon Description

Operations—Use the Operations module to set information

about the campaign, including the campaign’s queues and their associated skills, the campaign’s hours of operation, and the organizations participating in the campaign. See"The Operations Module" (page 157).

Activities—Use the Activities module to view your campaigns’

Activity Types, as well as the Activities that fall under the Activity Types. See"The Activities Module" (page 160).

Work Rules—Use the Work Rules module to add or change

shifts, shift activities, and work rules for the campaign or scheduling period. See"The Work Rules Module" (page 160).

Employees—Use the Employees module to add, delete, and

change information about the campaign’s employees. Also, use it to review and change individual employees’ schedules, work patterns, and skills. See"The Employees Module" (page 160).

Forecast—Use the Forecast module to project Contact

Volume and Average Handle Time (AHT) for the open scheduling period using historical data. See"The Forecast Module" (page 164).

62 Forecasting and Scheduling Work Modes

Icon Description

Service Goals—Use the Service Goals module to set goals

using the Service Level or Average Speed to Answer (ASA) and contact abandonment level. See"The Service Goals Module" (page 177).

Agent Requirements—Use the Agent Requirements module

to view the number of agents required to meet the forecasted contact volume and service goals throughout the work week. See"The Agent Requirements Module" (page 182).

Calendar—Use the Calendar module to generate the

schedule for the scheduling period based on the best fit between the agent requirements and work patterns. See"The Calendar Module" (page 188).

Pulse—Use the web application’s Tracking module, Pulse

section, Pulse tab to review the data gathered by your automatic call distributor (ACD), and compare it to the forecasted and required numbers. See"The Pulse Module" (page 212).

What If Mode

Forecasting and Scheduling automatically saves changes to its database at the time they are made. If you want to make changes that are not saved, you can use the What If mode. This is a special mode of Forecasting and Scheduling that copies your current information into a separate database. You can then make any changes you want to the data without affecting your original data.

The data in the What If database, including your changes to it, will remain as you leave it until the data is resynchronized with the active database.

Note: What If mode uses a single Forecasting and Scheduling

database, which is named BPWHATIFDB. Any Forecasting and Scheduling client can access this database.

When a Forecasting and Scheduling client is using the What If database, it is locked until that user leaves What If mode.

To enter What If mode:

Step Action

1 From the File menu, select Enter What If Mode.

2 You are asked if you want to synchronize the What If data with your current data.

What If Mode 63

Or

• Choose No to leave the What If database untouched—that is, it will be the same as it was the last time a user exited from What If mode.

3 You are notified that you are in What If mode. Click OK. The What

If Mode is displayed on the status bar until you return to normal

operation.

—End—

To leave What If mode:

Step Action

1 From the File menu, select Exit What If Mode.

2 You are switched back to your normal database. Your normal database is not updated. Click OK to acknowledge the change, or click Cancel to remain in What If mode.

—End—

What If Mode in the Web Application

You can also enter What If mode when you are logged into the web application.

To enter What If mode, click the Enter What If text at the top of the web application window.

The colors used in the display change to signify that you are in What If mode, and the modules, sections, and tabs available are limited to those that can be used in What If mode (the Pulse tab under the Tracking module’s Pulse section, and the Reports module).

What If mode in the web application allows you to use the following reports:

• Management Reports — Employee Information

• Performance Reports

— Daily Comprehensive Performance — Daily Forecast Assessment

64 Forecasting and Scheduling Work Modes

— Monthly Forecast Assessment Summary — Monthly Service Goals Assessment Summary — Service Goals Assessment

— Staffing Number Assessment by Interval

• Staffing Reports

— Daily Planned Time Assessment by Employee — Employee Calendar Events

— Employee Schedule by AgentID — Employee Schedule by Date — Employee Schedule by Employee — Employee Shift Assignments

— Planned Activity Cost (Unburdened) — Planned Media Cost (Unburdened) — Planned Staffing Numbers by Interval — Planned Time Assessment

— Weekly Planned Time Assessment by Employee

• Time Off Reports

— Absence Hours and Absence Shrinkage for Employee by Time — Absence Hours and Absence Shrinkage for Employee Filter by

Employee

— Absence Hours and Absence Shrinkage for Employee Filter by Organization

— Absence Hours and Absence Shrinkage for Employee Filter by Time — Absence Numbers for Employee by Time

— Absence Numbers for Employee Filter by Employee — Absence Numbers for Employee Filter by Organization — Absence Numbers for Employee Filter by Time

— Time Off Allocations by Time

— Time Off Requests for Employee by Time

— Time Off Requests for Employee Filter by Organization — Time Off Requests for Employee Filter by Time

What If Mode 65

— Time Off Summary for Employee Filter

• Work Force Planning Reports — Daily Profile Requirements — Profile Requirements

67