This guide provides instructions for setting up a new CommunityWFM Essentials instance including the parameters necessary for your overall reporting structure, the source of your contact data, and user profile data for forecasting and scheduling purposes, so you can begin generating your forecasts and schedules.

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Getting Started

Welcome to Essentials! You have successfully logged in.

The tabs at the top of the screen are the primary hub of Essentials. There are seven tabs for Administrators and Schedulers, six for agents, and four for supervisors.

Administrator and scheduler view:

Supervisor view:

Agent view:

To begin your set up, go to the Settings tab.

Basic Setup - Settings

The Settings tab is where you find most of the links necessary for configuring Essentials to manage your workforce accurately. The source of your data collection, people, scheduling templates, and business rules are all parts of the basic setup. Most aspects of setup and configuration build upon previously configured items. We have arranged the layout of this guide to ensure an efficient setup.

Data Sources

Data sources define the source of historical and real-time data for use in forecasting and real-time adherence reporting. Administrators configure queues, real-time agent phone states, and other fundamental source data.

To get started, hover over the Settings menu, and choose Data sources.

This Data Source page shows Contact volume and Average handle time for all configured collection points combined, for the current day.

At the bottom are four tiles: Setup, Report, Revise, and Import.

 

Your basic data collection parameters should already be established, and your system should be ready to collect data. Do not change the Basic Properties or Connection information contained in Setup, unless specifically directed to do so.

First, you will need to import vital data connections, called collection points.

This screen allows you to:

• Import historical contact volume & average handle time (AHT) for already defined collections points for a specified date range.
• Import collection points (queues, skills, etc.) directly from the data source.
• Review the import log of previously imported activities for a date range.

First, click Collection points. This option displays any collection points not previously imported from the data source. Click Import on each line you want to import.

Next, click Contact volume to bring in historical contact volume & AHT for your imported collection points.

Enterprise Model

After completing the data sources, set up the Enterprise Model. You can locate the Enterprise model in the Settings menu.

In this section, you define your physical location and other parameters, such as hours of operation and service targets.

The main screen gives an overview of your People & licenses count, as well as an overview of your People & activities.

The left side navigation pane shows your Enterprise Model structure, organized by Site, and Activity levels. The activities represent the contacts your agents handle during their scheduled shifts.

Essentials automatically creates new activities for each new queue imported by your data source. Once created, you can customize some settings.

Clicking on an activity takes you to Steps to Success where you can customize the activity. By default, an activity inherits the site’s properties (in this example, from Richardson, TX), but each setting can be customized.

Properties

Properties allows you to set the media type for the activity, such as telephone, email, chat, etc.

Work Habits & Hours

Work habits & hours allows you to define the hours of operation by day of the week, if different from the site.

Collection Points

Collection Points are set up during the import process.

Forecast Targets and Defaults

Forecast Targets and Defaults allows you to define your service metric (service level or average speed to answer [ASA]) and shrinkage percentages (discretionary and non-discretionary), if different from the site.

In the Extras section, you can review and edit people assigned to the activity and generate a report with today’s contact volume and AHT.

You have now completed setting up the Enterprise Model.

Applications Settings

Adherence Thresholds

Under the Settings menu, navigate to Application Settings, then Adherence Thresholds.

Select click here to create a new adherence threshold.

You will define one adherence threshold as the Default by checking the box above Save.

After completing Step 1, click Save to move to Step 2, where you define adherence thresholds intervals.

Click New then tailor your adherence threshold by minutes and color.

Minutes defines when the adherence line changes to the selected color. You can create multiple intervals.

Scheduling Setup

Essentials uses schedule templates along with break sets as the fundamental building blocks of scheduling. We will create break sets before continuing to schedule templates.

Break sets

A break set is a container that defines off-phone events, such as a break or lunch, which can be scheduled on a recurring basis within a schedule template.

Break set behaviors:

• Can be used in multiple schedule templates.
• Events are created on the quarter-hour only :15, :30, :45, :60.
• Typically, you will create a unique break set for each schedule template duration. For example, a 4-hour shift may have a break set with a single break, whereas a 9-hour shift may have a break set with 2 breaks and a 60-minute lunch.
• Earliest Start and Latest Start are configured for each defined event.
• Events can optimized within the window of opportunity configured for each off-phone event configured in the break set.

Under the Settings Menu, navigate to Schedule templates, then Break sets.

Click any existing break set to review or edit the properties. Note: if the ‘Delete’ button is disabled, this means an existing schedule template is using the break set.

Select Click here to create a new break set.

Basic properties: Give your new break set a Name and optionally, a more detailed Description.

Click Save.

Configure off-phone intervals: Click New to add a new off-phone event to your break set.

In the pop-up:

• Enter the Interval name that will appear on schedules.
• Enter the Duration of the event.
• Enter Early start in hours from the start of the shift.
  (Enter the time in hours from the start of the shift as a decimal value (1.50 = 90 minutes; 2.5 = 150 minutes). Expressing the time in hours allows the break set to be used for all shift start times).
• Enter Late start in hours from the start of the shift.
• Select Event Type from the drop-down list.
• Repeat the process for each unique off-phone interval to include in break set.

Below is an example of a completed break set with two fifteen-minute breaks and one thirty-minute lunch.

After completing off-phone intervals, test your break set to see how it will behave in a real-world schedule scenario.

1. Select a duration from the Test schedule duration drop-down.
2. Select a Test schedule start time.
3. Click Generate sample.

Review how your off-phone intervals might fall within your schedule. If break and lunch windows overlap, it may result in unexpected behaviors. To make adjustments, return to step 2.

*Note: if you wish to enforce a FIXED time for an off-phone event within a schedule template, set this up in the schedule template configuration section.

Schedule Templates

The foundation of an agent schedule is the schedule template. Schedule templates are assigned to agents with an effective date. Schedules generated under normal circumstances will reflect the schedule template assigned to an agent for the specified schedule date range.

What this means:

• Agents without an assigned schedule template will not receive a schedule.
• Agents assigned a schedule template with an effective date LATER than the scheduled date range, will not receive a schedule.
• Agents can have current and future schedule template assignments, enabling schedulers to run “What-If” scenarios without impacting the current production schedule.

Under Settings, navigate to Schedule templates, then Schedule templates.

Click on an existing schedule template to review or edit the properties or select Click here to create a new schedule template.

Template Types

There are three schedule template types in Essentials, allowing the creation of almost any schedule scenario.

• Fixed
• Rotating
• Common Day Floating

Understanding the capabilities of each template type is essential!

Some scheduling approaches may require a mixture of template types, whereas some environments may use a single type of schedule template.

 

Fixed Schedule Templates

A fixed schedule template has the following behaviors—
• The start and end times of the schedule are not optimized.
• The start and end times can be different for each scheduled day.
• The duration of the schedule can be different for each scheduled day.
• Split shifts can be defined within a fixed schedule template by creating multiple entries for a single day.
• Break sets can be different for each scheduled day.
• Off-phone events from within the break set can be fixed to specific times.

To create a fixed schedule template:

Click Select next to Fixed.

Give your new schedule template a name and optionally, a more detailed description.

From the drop-down menu, choose to Create a 24-hour schedule or Specify schedule boundaries (and enter time boundaries).

Click Save then Next.

Select a Break set assignment and the Work type for this day of the week. Click the Save icon, then add any additional shifts for that day.

Refresh to review the schedule.

To copy the same schedule to other days of the week, use the checkboxes below the calendar. If there are different schedules for different days, use the tabs to enter the information for the other days. After completing all days, click Finish.

Common Day Floating Schedule Template

A Common Day Floating Schedule Template has the following behaviors—

• Uses optimization to pick workdays / off days and establishes uniform schedule start times, end times, and optionally off-phone start times for all scheduled days for the scheduled week.
• Days scheduled (work patterns) are influenced by forecasted requirements, assigned activities, agent availability, and schedule preferences. The template’s workday patterns are chosen from the defined list of options by the scheduling engine at the time of generating the weekly schedule. If Monday–Friday is not defined as an option in the workday patterns, then the schedule generated cannot be Monday–Friday.
• Consistent start times for each scheduled day.
• Start times of shifts are determined by a range of potential times.
• Consistent schedule duration for each scheduled day.
• Agents can be assigned a different set of shifts each week, based upon the requirements and the schedules assigned to other agents.
• Off-phone events defined in assigned break sets can optionally be consistent or optimized daily.

The Common Day Floating template is typically used in environments that have agent schedule flexibility, thus achieving a more robust coverage of business needs.

Common Day Floating Schedule Template Setup

Rotating Schedule Template

A Rotating schedule template has the following behaviors—

• It is a container that rotates through multiple Fixed and Common Day Floating Schedule Templates.
• A single schedule template ‘Step’ can be defined to occur for multiple weeks prior to progressing to the next schedule template ‘Step’.
• Commonly used in environments where agents work alternating day/night shifts, or rotating weekend shifts.
• Commonly used to provide optimal schedule options while still providing schedule consistency.

Rotating Schedule Template Setup

People Setup

There are three ways to add agents to Essentials:

1. Import agents from data source

2. Import agents from an Excel spreadsheet

3. Manually create agents through the People hub

Add your supervisors before your agents so you can assign agents to their supervisors during the setup process.

To manually add new people, go to Settings > People > People > New Person.

Complete the following required fields (peach background)

• First name

• Last name

• Hire date

• Tiebreak value (can leave at 0 – not used with Essentials)

The following fields are recommended

• Assigned supervisor

• Assigned site

• Work type

• Time zone

• Application role (Agent, Supervisor, Scheduler, Administrator)

The following fields are optional

• Middle initial

• Employee ID

• Title

• Email address

• Employee classification

When finished, click Save. If you plan to add more people, click Save and add another one.

Saving brings you to the Steps to Success for your new person and a list of previously created profiles.

Complete the setup of your person using the Steps to Success tiles.

 

Properties

Basic properties allows you to enter/review general information about the Agent. Within this screen, you can edit:

• Name
• Hire date
• Tiebreak value
• Employee ID
• Title
• Email address
• Assigned supervisor

Click the User Login credentials tab to enter the Username and Password for the Agent.

Activity assignments

Activity Assignments is where you assign activities (contact types).

Check or uncheck activities to represent the work performed by the agent during their work shifts.

Scheduling setup

Scheduling Setup is where you assign a schedule template to the agent, and can complete the optional setup of the Agent’s availability, day off preferences, and start time preferences. These optional steps can be completed by the agents.

 

Optional Scheduling Setup steps:

Availability

Availability allows the agent to define hours that they are available to work on each day of the week. This restricts the output of the schedules when creating an optimized schedule.

In this example, Natasha is only available to work during the hours of 9:00 am to 4:00 pm, Monday through Friday, due to her children’s school schedule. After this is created, saved, and approved, it takes effect based on the assigned effective date.

Day Off Preferences

Select the Preference Priority Setting Options

• Prioritize the day off preferences over the start time preferences
• Prioritize the start time over the day off preferences
• Do not prioritize either start time or day off, but instead use the most favorable combination

Next, define the Day Pattern Rule, choosing from:

• Preferring consecutive days off over any specific days off.
• Preferring specific days off over consecutive days off.

Agents have a total of 100 points to allocate across the preferred days off. For each day, higher values indicate a more desired day off. Click Save when complete.

Start Time Preferences

In this section, agents define preferred start times by day. Select Click here to create a new start time preference to add an entry on any given day. Defined start times can be copied to other days on the right side of the screen.

Use the up and down arrows to rank the preferences.

Adherence setup

Adherence Setup is where you can enter the Agent’s phone login ID for adherence tracking purposes.

Forecast Setup

Quick Forecasting uses your default forecast settings to generate a complete forecast for the date range you specify. Service Objective and Shrinkage values are defined in the Enterprise Model. Agent activity assignments, utilized in developing multi-skill requirements, are defined in the agent profiles. This leaves the Forecast Profiles as the remaining step.

Select Click here to create a new forecast profile and complete the basic properties.

You must have an assigned Default forecast profile to use the Quick forecast. When creating the forecast profiles, select Yes for Use this profile for quick forecasting? for the forecast you wish to use for quick forecasting.

Only one forecast can be designated as the default for quick forecasts.

Next, select the profile type.

Forecast Profiles

Dynamic Profile

Dynamic forecast profiles are the most commonly used type. Dynamic forecast profiles allow you to specify how many weeks of the most recent contact volume & AHT history to use in calculating the upcoming forecast.

For example, a dynamic forecast profile using the past 4 weeks would use the most recent 4 weeks in a rolling manner, meaning when a new week begins, the forecast profile will dynamically adjust to the most recent 4 weeks.

Static Profile

Static forecast profiles allow users to target specific weeks in history for an upcoming forecast. You can select any number of weeks from the calendar for inclusion in a forecast.

Static forecast profiles are most commonly used in scenarios where there is a holiday. For example, when you are forecasting for a week that includes a Monday holiday that will change the distribution of volume throughout the week. In this scenario, you could choose previous weeks of history where a Monday holiday occurred to generate a forecast that more closely resembles expectations.

Now you have set up the necessary parameters to use the Essentials application!
Please review the Essentials Process Guide to review how to create and publish forecasts, how to create, publish and modify agent schedules, and running reports.