Avaya WFM Administration Guide PDF

Avaya Aura Workforce Optimization
Workforce Management Administration Guide

Release 12.0
May 2013
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Contents
Workforce Management Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Solution Packages . . . . . . . . . . . . . .
Architecture . . . . . . . . . . . . . . . . .
Framework High Level Architecture . . . . .
Servers . . . . . . . . . . . . . . . . . .
Database Server . . . . . . . . . . . .
Application Server . . . . . . . . . . .
Integration Server . . . . . . . . . . .
Reports Server . . . . . . . . . . . . .
Pop-up Server . . . . . . . . . . . . .
Integration Server Architecture. . . . . . .
Report Framework Architecture . . . . . .
Pop-Up Server Architecture . . . . . . . .
Databases . . . . . . . . . . . . . . . .
Workforce Management Solution Data Flows
Scorecards Data Flow . . . . . . . . . . .
User Interfaces . . . . . . . . . . . . . .
Unified Administration and Management . .
Unified User Management . . . . . . . .
Unified Organizational Structure . . . . .
Unified Activities Structure . . . . . . .
Understanding Your License . . . . . . . . .
Licensing Types . . . . . . . . . . . . . .
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26
Navigating in Workforce Management . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Starting the Workforce Optimization Solution
Getting Around in Workforce Management . .
Expanding Pages . . . . . . . . . . . .
Expanding and Collapsing Lists . . . . . .
Selecting Items in a Drop-Down Menu . .
Expanding Truncated Text . . . . . . . .
Sorting Data . . . . . . . . . . . . . .
Printing a Page . . . . . . . . . . . . .
Web Application Modules . . . . . . . . . .
Changing Your Password . . . . . . . . .
The System Management Module. . . . .
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27
28
30
31
32
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34
34
38
39
Contents
The Organization Management Module .

The User Management Module . . . . .
The Forecasting and Scheduling Module
The Tracking Module . . . . . . . . .
The Interactions Module . . . . . . . .
The Performance Management Module .
The Learning Module . . . . . . . . .
The Request Management Module . . .
The Reports Module . . . . . . . . . .
Setting Preferences . . . . . . . . . . .
Sending Pop-Up Messages . . . . . . . .
Providing Target Information . . . . . .
Providing Message Information. . . . .
Message Templates . . . . . . . . .
Sending the Message . . . . . . . . .
Receiving Pop-Up Alert Messages . . . . .
Message Templates . . . . . . . . . .
Reading Messages . . . . . . . . . .
Navigation Icons . . . . . . . . . .
Header. . . . . . . . . . . . . . .
Controls . . . . . . . . . . . . . .
Body. . . . . . . . . . . . . . . .
What If Mode . . . . . . . . . . . . . .
Getting Help. . . . . . . . . . . . . . .
Logging Out . . . . . . . . . . . . . . .
Launching Framework Pages Externally . .
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Managing Organizations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Organizations . . . . . . . . . . . . . . . . .
Skills . . . . . . . . . . . . . . . . . . . .
Creating and Editing Skills. . . . . . . . .
Importing Skills . . . . . . . . . . . . .
Exporting Skills . . . . . . . . . . . . . .
Special Days . . . . . . . . . . . . . . . .
Creating and Editing Special Days . . . . .
Work Queue Attribute Definition . . . . . . .
Creating and Editing Work Queue Attributes
Work Queues . . . . . . . . . . . . . . . .
Work Queue Settings . . . . . . . . . . . . .
Creating or Editing Work Queues . . . . . . .
Work Queue Attributes . . . . . . . . . . .
Editing Work Queue Attributes . . . . . . . .
Work Queue Group Mapping . . . . . . . . .
Editing Work Queue Group Mappings . . . . .
Parent Work Queue Mapping . . . . . . . . .
Work Queue Configuration . . . . . . . . . .
Work Queue Name . . . . . . . . . . . .
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Confidential and Proprietary Information of Verint Systems Inc.
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61
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74
76
Contents
Editing Work Queue Configurations . . . . . . . . . .

Work Queue Flow Editor. . . . . . . . . . . . . .
Save a Work Queue Flow . . . . . . . . . . . . .
Add or Remove Organizations . . . . . . . . . . .
Add a Queue to the Canvas . . . . . . . . . . . .
Remove a Queue from the Canvas . . . . . . . . .
Add a Chain . . . . . . . . . . . . . . . . . . .
Remove a Chain . . . . . . . . . . . . . . . . .
Convert a Chain to Multi-Chain . . . . . . . . . .
Create a Resolution Process Group . . . . . . . . .
Remove a Resolution Process Group . . . . . . . .
Change a Queues Membership in a Process Group .
Export Chains . . . . . . . . . . . . . . . . . .
Import Chains . . . . . . . . . . . . . . . . . .
Arrival Patterns . . . . . . . . . . . . . . . . . . .
Importing Arrival Patterns . . . . . . . . . . . . .
Creating or Editing Arrival Patterns . . . . . . . .
Organization Activities Settings . . . . . . . . . . . . .
Introducing Activities, Special Activities, Activity Types,
Activities . . . . . . . . . . . . . . . . . . . . .
Special Activities . . . . . . . . . . . . . . . . .
Activity Types . . . . . . . . . . . . . . . . . .
Viewing Activity Types . . . . . . . . . . . . . .
Viewing Activities . . . . . . . . . . . . . . . . . .
Viewing Special Activities. . . . . . . . . . . . . . . .
4
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Adherence .
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Working with Adherence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Mapping Employees to Data Sources . . . . . . . .
Using the Agents Tab . . . . . . . . . . . . . .
Adding and Editing Employee Mappings . . . .
Creating and Editing Reason Codes . . . . . . . . .
Uploading Mappings from a File . . . . . . . . .
Mapping Reason Codes to Activities . . . . . . . . .
Uploading Mappings from a File . . . . . . . .
Selecting Alternate Activities for Adherence Mapping .
Viewing Adherence . . . . . . . . . . . . . . . .
Adherence Details . . . . . . . . . . . . . .
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. 102
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. 114
Viewing Dashboards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
115
Configuration Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

6
Managing Time Off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Configuring Time-Off Settings . . . .
Settings . . . . . . . . . . . . .
Employee Workflow Options . . .
Time Off Management Activation.
Time Off Year. . . . . . . . . .
Time Off Calendar Colors . . . .
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117
. 118
. 118
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. 119
. 119
. 120
Contents
Time Off Management Policies . . . . . . . . . .

Shift Bidding . . . . . . . . . . . . . . . . . .
Shift Bidding Policies . . . . . . . . . . . . . .
Shift Swap . . . . . . . . . . . . . . . . . . .
Shift Swap Policies . . . . . . . . . . . . . . .
Shift Requests & Changes . . . . . . . . . . . .
Shift Requests & Changes Policies . . . . . . . .
Setting Time-Off Request Validation Rules . . . . . . .
Time Off Request Validation Rules . . . . . . . . .
Approved Time Off Withdrawal Validation Rules . . .
Setting Organizations Time-Off Pools . . . . . . . . .
Creating and Editing Time-Off Pools . . . . . . . .
Time Off Waitlist . . . . . . . . . . . . . . . .
Time Off Allocation Hours and Blackout Dates . .
Configuring Auto Processing . . . . . . . . . . . . .
Creating or Editing Auto Processing Rules. . . . . .
Viewing a Groups Time-Off Activity . . . . . . . . . .
Importing Allocated Time-Off Hours . . . . . . . .
Managing Time-Off Requests . . . . . . . . . . . . .
Viewing Requests . . . . . . . . . . . . . . . . .
Filtering Requests. . . . . . . . . . . . . . . .
Customizing the Columns Displayed for Requests .
Request Alert Email Links . . . . . . . . . . . .
Managing Time-Off Requests. . . . . . . . . . . .
Managing Time-Off Requests One by One . . . .
Managing Time-Off Requests as a Group . . . . .
Creating a New Time-Off Request . . . . . . . . .
Withdrawing Approved Time-Off Requests . . . . .
Waitlisting . . . . . . . . . . . . . . . . . . . .
Purging Requests . . . . . . . . . . . . . . . . .
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Managing Shift Swapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Configuring Shift Swap Settings . . . . . . . . . . .
Settings . . . . . . . . . . . . . . . . . . . . .
Shift Swap . . . . . . . . . . . . . . . . . . .
Shift Swap Policies . . . . . . . . . . . . . . .
Setting Shift Swap Request Validation Rules . . . . . .
Shift Swap Request Validation Rules . . . . . . . .
Managing Shift-Swap Requests . . . . . . . . . . . .
Filtering Requests. . . . . . . . . . . . . . . .
Customizing the Columns Displayed for Requests .
Request Alert Email Links . . . . . . . . . . . .
Working with Shift Swap Requests . . . . . . . . .
Working with Shift Swap Requests One by One . .
Working with Requests as a Group . . . . . . . .
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. 120
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. 181
. 181
Contents
Managing Shift Bidding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Configuring Shift Bidding Settings . . . . . . . . . .
Settings . . . . . . . . . . . . . . . . . . . . .
Shift Bidding . . . . . . . . . . . . . . . . . .
Shift Bidding Policies . . . . . . . . . . . . . .
Setting Shift-Bidding Request Validation Rules . . . . .
Shift Bidding Request Validation Rules . . . . . . .
Setting Shift-Bidding Request Filing Rules . . . . . . .
Configuring Auto Processing . . . . . . . . . . . . .
Managing Shift-Bid Auctions . . . . . . . . . . . . .
Settings Tab . . . . . . . . . . . . . . . . . . .
Creating a New Auction . . . . . . . . . . . . .
Updating Existing Auctions . . . . . . . . . . .
Closing an Existing Shift Bid Auction . . . . . . .
Deleting an Existing Shift Bid Auction . . . . . .
Definition of Some Terms . . . . . . . . . . . .
Schedules Tab: Viewing and Modifying Bonus Points .
Employees Tab . . . . . . . . . . . . . . . . . .
Adding Employees to an Auction Serially . . . . .
Bid Options Tab . . . . . . . . . . . . . . . . . .
Understanding Bid Rank Information . . . . . . .
Sorting and Filtering Shift Bid Requests . . . . .
Managing Shift Bidding Requests . . . . . . . . . . .
Filtering Requests . . . . . . . . . . . . . . . . .
Customizing the Columns Displayed . . . . . . . .
Request Alerts . . . . . . . . . . . . . . . . . .
Managing Requests . . . . . . . . . . . . . . . .
Managing Shift-Bidding Requests One by One . .
Managing Shift-Bidding Requests as a Group . . .
Purging Requests . . . . . . . . . . . . . . . . . .
. 183
. 184
. 184
. 185
. 185
. 186
. 187
. 188
. 189
.190
. 190
. 191
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. 192
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.196
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.211
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Managing Shift Requests and Changes . . . . . . . . . . . . . . . . . . . . . . . . . .
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Configuring Shift Request & Change Settings . . .

Settings . . . . . . . . . . . . . . . . . . .
Shift Requests & Changes . . . . . . . . . .
Shift Requests & Changes Policies . . . . . .
Setting Shift Requests & Changes Validation Rules .
Shift Requests & Changes Validation Rules . . .
Setting Shift Requests & Changes Filing Rules . . .
Configuring Auto Processing . . . . . . . . . . .
Managing Shift Requests & Changes . . . . . . .
Viewing Requests . . . . . . . . . . . . . . .
Filtering Requests . . . . . . . . . . . . . . .
Customizing the Columns Displayed . . . . . .
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. 223
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. 224
. 224
. 225
. 225
. 227
. 229
. 230
. 233
.237
. 243
Contents
Request Alerts . . . . . . . . . . . . . . . . .
Managing Requests . . . . . . . . . . . . . . .
Managing Shift Requests & Changes One by One
Managing Shift-Bidding Requests as a Group . .
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. 244
. 244
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. 246
. 246
Managing Volumes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
248
Volumes . . . . . . . . . . . . . . .
Work . . . . . . . . . . . . . . . .
Employee Selection . . . . . . . .
Filters . . . . . . . . . . . . . .
Work Page Pane . . . . . . . . .
History . . . . . . . . . . . . . . .
Employee Selection . . . . . . . .
Filters . . . . . . . . . . . . . .
History Page Pane . . . . . . . .
Work Queues . . . . . . . . . . . . .
Work Queue Configuration . . . . . .
Linked Queue Configuration . . . .
Arrival Patterns . . . . . . . . . . .
Importing Arrival Patterns . . . . .
Creating or Editing Arrival Patterns
11
Administering Reports
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Access Rights to Reports . . . . . . .

Deploying Custom Reports . . . . . .
Enabling Users to Use Adhoc Reports .
Report Dump . . . . . . . . . . . .
Tables Used by Report Dump. . . .
Reports Dependent on Report Dump
Real-Time Reporting for Adherence .
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Using the Systems Management Module . . . . . . . . . . . . . . . . . . . . . . . . .

Integration . . . . . . . . . . . . .
Understanding Integration Server .
Server Architecture . . . . . . .
Adapters and Interfaces. . . . .
Integration Server Features . . . .
Managing Integration Server. . . .
The Integration Sections Layout .
Using the Log Tab . . . . . . . . . .
Log Viewer . . . . . . . . . . . .
Log Manager . . . . . . . . . . .
Viewing an Audit Trail . . . . . . .
Media Types . . . . . . . . . . .
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Contents
Data Sources . . . . . . . .
Transformation Operations .
WIT Configuration. . . . .
WIT Transformation . . . .
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Using Integration Server Integration Packages . . . . . . . . . . . . . . . . . . . . .
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Integration Packages. . .
Enabling Adapters . . . .
Adapter Types . . . .
Integration Package Tabs.
The Configure Tab. . .
The Data Source Tab .
The Workflow Tab . . .
Components . . . . .
Adapter . . . . . .
Batch Extender . . .
Continuous Extender
Converter . . . . .
Flow Control . . . .
Timer . . . . . . .
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Administering Forecasting and Scheduling . . . . . . . . . . . . . . . . . . . . . . . .
322
Changing Forecasting and Schedulings Administrative Settings . . . . . . . . . . . . . . . . . 323

A
System-Wide Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324

Using SSL Globally. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324
Database Backup Policies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .324

Chapter 1
Workforce Management
Overview
This chapter describes the various solution packages that include Workforce
Management and the high-level architecture of Workforce Management.
Solution Packages
To meet the needs of a broad spectrum of enterprises, the Workforce Management
portion of the Workforce Optimization Solution is available in pre-packaged solutions
that deliver different levels of functionality.
The Operational Series Workforce Management Package is comprised of functionality
designed to optimize employee performance, reduce risk, and automate manual
processes such as forecasting and scheduling. It includes:
Forecasting and SchedulingClient software used for daily and weekly forecasting
and scheduling.
Web-Enabled Self-ServiceA standard, web-based interface module for employees,
supervisors, and administrators.
Advanced AdherenceReal-time employee adherence tracking, adherence
management capabilities for monitoring adherence to schedule for deferred media,
including aux codes and non-phone-based activities, as well as enabling
management of adherence exceptions.
Basic ScorecardsPre-defined role-appropriate scorecards with pre-packaged
Workforce Management and Quality Key Performance Indicators (KPIs), which
display actual performance information on a daily basis.
CoachingAllows contact centers to make employee coaching a part of daily
operations. It provides out-of-the-box workflow for scheduling, delivering, and
Chapter 1 - Workforce Management Overview
Solution Packages
tracking employee coaching that is integrated with individual quality monitoring

evaluation scores and key performance indicators (KPIs).
Our Advanced Series Workforce Management Package builds on the Operational Series
functionality, and focuses on optimizing enterprise performance by raising first call
resolution rates, increasing enterprise revenue generation, and ensuring consistent
customer experiences.
In addition to those functions included in the Operational Series, the Advanced Series
includes:
Time Off Management (TOM)A web-based module allowing employees to request

and supervisors to manage employees time-off and vacation requests.
This module is also an option for the Operational Series.
Advanced ScorecardsA superset of the scorecards found in Basic Scorecards, as

well as the ability to display trend information compared to goals.
An even deeper level of functionality for Scorecards is provided with KPI Design, which
provides users with the ability to define additional data sources types, source measures,
KPIs, and to connect custom adapters from these additional data sources.
Strategic PlannerAllows you to plan long term for multi-skilled contact center and
enterprise back-office environments, assess the operational and financial benefits
and impacts of different scenarios before making decisions, increase forecasting
accuracy with sophisticated analysis of historical data, plan your resources to
reflect projected customer demand and corporate objectives, develop optimal
staffing plans that minimize costs while meeting service goals, and provide
executives with the information they need to review and rapidly approve budgets
and plans.
Our Strategic Series Workforce Management Package builds on the Advanced Series
functionality.
In addition to those functions included in the Advanced Series, the Strategic Series
includes:
Learning Lesson ManagementEnables employees and supervisors to access

on-demand learning, to enhance their skills, and to increase their productivity and
performance.
Content Produceran application comprised of editing, authoring, and conversion
tools to develop interactive clips for internal training and assessment.

11
Solution Packages
Optional functions for the above packages include among other functions:
Multi-ContactEnables forecasting and scheduling for additional media other than

phone, such as chat, e-mail, etc.
Shift BiddingA web-based module facilitating automated shift bidding.
Multi WeekEnables you to schedule over a multi-week period rather than one
week at a time.
OperationsAllows volume control and workload management, particularly with the
financial services arena.
ProjectsNominally part of the Multi-Contact functions, this separately licensed
feature expands the solutions functionality to meet the needs of
non-customer-facing activities in the financial services and banking arenas.
Queue HoppingAllows you to schedule employees to work on different queues at
different times.
Our Performance Management Series Workforce Management Package is similar to the

Advanced Series Workforce Management Package. It includes:
Strategic Planner
Volume Capture (part of the Operations functions mentioned above)
Pulse
Alerts
Standard reports
Ad-hoc reports
Advanced Adherence
KPI Design (includes all the functionality of Basic Scorecards and Advanced
Scorecards)
The Workforce Management Express package is designed specifically for centers with up
to 150 seats, it combines many of the workforce management capabilities used by large
contact centers into a prepackaged, affordable solution thats easy to use and fast to
deploy.
Impact 360 Express Workforce Management can help reduce overstaffing and overtime,
provide employees with the schedules they actually prefer, identify time-off
opportunities, and reduce shrinkage. Whats more, it can automate routine
administrative tasks, freeing your supervisors to coach their staff.
With Impact 360 Express Workforce Management, your smaller contact center can
simplify and automate the complex task of forecasting and scheduling, enhance
employee morale, and increase productivity. Its a smart solution that can deliver a
return on investment quickly.
Forecasting and Scheduling Impact 360 Express Workforce Management

integrates with your ACD and uploads historical data directly from its database. You
can use this data to forecast future contact volume and handle times for daily or
weekly projections. You also can set up profiles to model contact volume behavior
for recurring events and circumstances.
Impact 360 Express Workforce Management helps you produce optimal schedules
down to the quarter hour by balancing defined shift rules, work patterns, breaks,

12
Solution Packages
off-phone times, targeted service-level goal, and employee skills, proficiencies, and
preferences. By better aligning staffing levels with contact volumes, it can help
drive down costs.
Planning, Adherence, and Management Impact 360 Express Workforce

Management tracks key operational metrics so you can take corrective action right
away. This intra-day functionality provides a real-time, graphical view of forecasted,
actual, and predicted contact volume, handle time, service-level statistics, and
other critical information. You can configure email alerts to notify users of deviations
from plan and adjust your staffing accordingly.
Whats more, Impact 360 Express Workforce Management can provide a complete
picture of adherence. You can simultaneously compare your employees actual
activities against their schedules, review a breakdown of adherence per activity, and
manage exceptions, helping minimize shrinkage in your center. Supervisors can
receive instant alerts for out-of-adherence states, helping them correct problems
right away. An advanced adherence exception management function shows
employee exceptions graphically across the entire day in real time, allowing
supervisors to approve or deny them in one-minute increments.
Better still, Impact 360 Express Workforce Management can enable you to perform
what-if analyses to assess different staffing strategies, such as full time versus part
time. This can help you make informed decisions using data that would be very
difficult if not impossible to evaluate using spreadsheets.
Agent Self-Service Employees can easily manage and contribute to their own
schedules without impacting service levels. They can request preferences for start
times (by day), overtime, and days off in the week, and view published schedules
using their browser-based interface. They can also post, negotiate, and request full
or partial-day shift swaps via an online swap board which is monitored by an
automatic conflict checker and forwarded to managers for quick and easy
processing. This can build morale and retention while allowing your managers to
focus on coaching.
Reporting Impact 360 Express Workforce Management includes out-of-the-box
reports on center activity, adherence, performance, staffing, time off, and more. It
also provides audit trail functionality that shows system administrators the changes
made to the system, such as modifications to schedules, roles, permissions,
forecasts, employee attributes, and more.
Multi-ContactThis optional functionality enables forecasting and scheduling for
additional media other than phone, such as chat, e-mail, etc.
Shift Bidding This optional functionality introduces greater fairness in awarding
shifts by automatically factoring in seniority, rank, and unique tie-breaking bonus
points to assign shifts. Supervisors can allocate bonus points to staff to recognize
extra effort, and employees can choose to use them to elevate their position in the
bid. The system also immediately informs employees of the chances of getting their
shifts, setting expectations ahead of time.
Time-off Manager Using this optional functionality, you can streamline routine
tasks associated with time-off requests. Employees can request, be wait-listed,
withdraw, and view the status of their time-off requests. Requests can be routed for
approval by managers or automatically processed based on rules you define.

13
Architecture
This guide assumes at a minimum that you have the Operational Series. Modules and
functions that are either optionally available or are only available in the Advanced Series
or Strategic Series are appropriately identified in the text.
Verint Systems Workforce Optimization Solution includes the functions described in this
Workforce Management guide. For that reason, you will at times see the product referred
to as the Workforce Optimization Solution and at other times as Workforce Management.
Architecture
This section describes the different servers and databases used in the Framework and
their basic functions.
It contains the following topics:
Framework High Level Architecture, page 15
Servers, page 16
Integration Server Architecture, page 17
Report Framework Architecture, page 18
Pop-Up Server Architecture, page 19
Databases, page 20
Workforce Management Solution Data Flows, page 21
Scorecards Data Flow, page 22
User Interfaces, page 23
Unified Administration and Management, page 23

14
Architecture
Framework High Level Architecture

The high level architecture of the Framework is shown here.
The different servers that might be used in the Framework include:
Microsoft SQL Server Database Server
BEA Weblogic, or the Application Server, to manage the business logic
Cognos Reports Server, to manage reporting
Pop-up Server
Integration Server
The different databases that might be used in the Framework include:
The operational database for employee, contact, and schedule information
The data warehouse, for Scorecards implementations
The What-If database

NOTE
The What-If database is not shown in the diagram and is discussed later.
The Framework supports logical servers and multiple server machines. Each logical
server is a set of functions. Multiple servers can be combined on a single machine. For
example, you can run the Application server and Integration Server on one machine.
The Pop-up server is typically run on the Application server.
Alternately, there could be multiple machines for one function. For example, you could
have multiple Integration or Application servers if you have a large number of users. For
scalability in a larger implementation (more than 2500 users), there might be more than

15
Architecture
one application server. Multiple application servers are synchronized using AppLink
software.
Servers
In the Scorecards Framework, different servers are used to serve different functions.
Database Server
The Scorecards framework supports Microsoft SQL Server.
Application Server
While there are several server applications, the primary one is the application server,
also known as the production server, which is based on BEA Weblogic. This server hosts
the Workforce Optimization applications and is the centerpiece of the Workforce
Management package. All applications, including Forecasting and Scheduling, access
information through the Application server.
Integration Server
The Integration Server provides seamless information flow between the Workforce
Management package and contact center data sources and applications. The
architecture and function of the integration server is explained in the next topic.
Reports Server
The Reports server is based on Cognos ReportNet. This reporting engine comes with a
web-based reporting tool.
The Reports Framework and Server and the Workforce Management Reporting
architecture and information flow are detailed in another topic.
Pop-up Server
This server sends pop-up alert messages based on alert rules or when initiated by a
user. The Pop-up server and the application server are normally installed on the same
computer. The Pop-up server listens on port 5060 for connections from the application
server and pop-up clients. This is a well known port reserved for Session Initiation
Protocol (SIP) servers. If this port is in use, select another port.
The server is part of the Pop-up Notification System, which allows intrusive notifications
to be sent directly to the employees desktop. This mechanism is in addition to the
emails used in the WFO Notification system.
The various components of the Pop-up Notification System are discussed in another
topic.

16
Architecture
Integration Server Architecture

Integration Server runs individual adapters used for importing data into the Workforce
Management databases.
The Workforce Management web applications System Management modules
Integration section gives you access to Integration Server, an open integration platform
that provides seamless information flow between the Framework and contact center
data sources and applications.
Integration Server consists of the following main software components:
The Integration Server service

The Workforce Management web applications System Management modules
Integration section. This section is used to configure Integration Server.
Integration packages, interfaces, and adapters.
In the following diagram, each box within the Integration Server server represents a
running process.
Each process is an individual Java Virtual Machine (JVM). These processes will appear as
separate java.exe processes in the Windows Task Manager

17
Architecture
Report Framework Architecture

The Workforce Management Report Framework is a web-based enterprise report
management and distribution multi-tier system. The reporting architecture relies heavily
on the infrastructure and interfaces provided by the Framework and by the report server
that hosts the reports. Currently, Cognos ReportNet is used as the report server.
Key components involved in the process of producing and viewing of report data are:
User interface components within Workforce Management that support navigation

through report objects, scheduling of reports, report access right setting, running
reports, and viewing reports.
Report parameter controls that simplify the process of entering parameter values.
Cognos ReportNet services that implement enterprise report management, report
running, and the report distribution system.
The Workforce Management Report Framework packages that implement a java
interface between the Workforce Management user interface and Cognos ReportNet.
The Report Security component.
A Web server (Apache Tomcat), which the Report Framework uses to communicate
with Cognos ReportNet.
The Production database, which contains report subschema (tables, stored
procedures, row data, composite report data) used to configure the Report
Framework, manage report objects, and produce report instances.
A report data dump component, which is used on a regular basis or on demand to
produce composite report data and persist them in the production database.
A report viewer, which is a web-based Cognos product used to view report data.
The Report Framework supports three types of information flow:

18
Architecture
Managing report objects

Cognos ReportNet takes a SOAP request, parses it, produces an output SOAP
response about properties of required report object(s), and then passes it back to
the Report Framework. This stream is then passed on to the related report page,
and is then served to the Web client through the BEA Weblogic Server.
Viewing report data

Cognos ReportNet takes an HTTP request, parses it, and uses the report output data
to produce a report instance. The report instance is then passed to the browser
through the Report Viewer.
Running adhoc reports

The Report Framework starts Cognos ReportNet Query Studio application using
single sign-on.
Pop-Up Server Architecture

The following diagram shows the various components of the Pop-up Notification System
and the communication protocol between them. The Pop-up server and the Application
server (shown in the diagram as WFO Server) are installed on the same computer. The
Pop-up client, which is a standalone application, is installed on employee desktops.
The Pop-up server and the Application server are normally installed on the same
computer. The Pop-up server listens on port 5060 for connections from the Application
server and pop-up clients. This is a well known port reserved for Session Initiation
Protocol (SIP) servers. If this port is in use, select another port.
NOTE
SIP is a protocol used for establishing sessions on the internet by applications such
as VOIP Calls, Presence, and Instant Messaging. It uses e-mail style addresses to
identify users.
The host name and port number are used to configure the Pop-up and DNS Server.

19
Architecture
Pop-up clients by default listen on a TCP port 2701. The Pop-up server opens a
connection to the pop-up client on this port. If this port is in use, the user must select
another port.
The port number will be used when installing the pop-up client.
The pop-up feature enables users to get real time alerts. The server can handle two
types of notifications.
On Demand Manual
A user logs on to the Workforce Managementweb application and sends a Pop-up

notification using the Send Message button.
Rule Based - Automatic
The Workforce Management administrator configures Alert Rules. When such a

rule is triggered, Pop-up notifications are sent automatically.
The features of the Pop-up Notification System include:
.NET Pop-up client running on employee desktop to view messages
HTML rendering of messages
Message with Single Sign-On URL
Message priority
Message managing deleting
SIP Messaging Protocol, Open Source Implementation (SIP Foundry)
DNS, SSL, and NAT/Firewall Support
Load Balancing and failover of SIP servers
Databases
There are three databases used:
1
BPMAINDB
The operational database contains all employee and organization data and it is the
primary database for information. This is the production database and is required
for all installations. BPMAINDB stores critical information such as security,
employees, organization, and all other application data as well as queue statistics,
scheduling information and history, and time records.
BPWHATIFDB
This database is used to create an exact copy of BPMAINDB and is used by
schedulers to test theories. They can use this database to explore different ways of
producing schedules or obtaining statistical information using data from the
operational database. Information can be saved in the What-If database and can be
accessed by other users.
This functionality is available only for users of Workforce Management.
BPWAREHOUSEDB
The warehouse database contains performance statistics that are extracted from
the data sources. It is only installed and used with Scorecards.

20
Architecture
Workforce Management Solution Data Flows

Integration Server extracts basic call data from the ACD or other data source and
provides it to the web application. This data includes:
call volumes
AHT, backlog (for deferred contacts)
service levels
abandons
employee log-on/log-off times
employee state changes
personal performance statistics for each employee
The operational database (BPMAINDB) contains all employee and organization data,
and it is the primary database for information.The warehouse database
(BPWAREHOUSEDB) contains performance statistics that were extracted from the
data sources. It is only installed and used with Scorecards.
Integration Server also manages the flow of data between the BPMAINDB database
and the BPWAREHOUSEDB database through synchronization processes.
All Forecasting and Scheduling-specific data is viewed and manipulated through
Forecasting and Scheduling.
All other data is managed and configured through a browser-based interface (referred to
in this training guide as the web application) that allows direct access to the application
server.
There is a synchronization between BPMAINDB and BPWHATIFDB as well, which is
triggered by Forecasting and Scheduling. New data created in the What-If database

21
Architecture
stays in What-If; each time the synchronization is triggered, it overwrites existing

content from the What-If database first.
NOTE
There is no connectivity between the training environment database and

servers and the production database and servers, providing a true safe
environment where employee, manager, and scheduler training can take
place.
Scorecards Data Flow

The following diagram shows the Scorecards data flow within the solution.
Integration Server runs the data source adapters that periodically connect to data
sources and import measures from them. Raw data (source measures) is extracted from
different data sources (ACD, Forecasting and Scheduling, Impact 360 Recording, or any
other source). It is saved in the BPWAREHOUSEDB using an Extract-Transform-Load
(ETL) process.
A calculation engine runs on the raw data and calculates the KPI formulas that have
been defined in the system.
A user can then log in to the system, and access his/her Scorecards data with a
Scorecards view that matches the users role.
The Integration adapters ensure that any changes made to the operational database,
including editing of system entity definitions, are updated to the warehouse periodically
or on request.
The ETL process consists of the following steps:
1
Extracting data from a source system.
Transforming data to work in Scorecards:
Employee Mapping
Date

22
Organization
Measure
Architecture
Loading metrics to source measures in the Scorecards warehouse database.
Calculation is a nightly process that uses configured formulas to calculate Key

Performance Indicators (KPIs).
For example, to calculate Average Handle Time:
1
Source measures (Talk Time, Average Call Wait Time, Hold Time, Calls Handled) are
loaded by adapters.
The Scorecards - Calc Engine adapter calculates the Average Handle Time KPI.
Aggregation is also handled at this step
By Time (week, month, etc.)
By Organization
The ETL and Calculate processes are handled by the Integration adapters.
User Interfaces
The main user interfaces (UI) used in the Workforce Management solution are found in:
the web application, described starting on page 28

The web application is used for:
Administration of the system
Running reports
Viewing schedules
Managing requests for time-off, shift swaps, shift bids
Viewing performance scorecards
Viewing and managing adherence
Viewing and managing contact center statistics (Pulse)
Forecasting and Scheduling
Strategic Planning, described in the Workforce Management Strategic Planning

Guide
Unified Administration and Management

To make the Workforce Management solution as easy as possible to use, there are
certain key areas that have been unified for database administration and management.
These include:
Unified User Management
Unified Organizational Structure
Unified Activities Structure

23
Architecture
Unified User Management

Workforce Management has a unified user management system, where all users are
entered into one database and passwords are managed in the web application.
Legend:
LDAP Lightweight Directory Access Protocol (protocol to enable user security
management across multiple applications)
CRM Customer Relationship Management (software to organize and manage customer
info)
ERP Enterprise Resource Planning (software to manage business processes across an
enterprise)
F&S Forecasting and Scheduling
Ad Adherence
TOM Time Off Management
SS Shift Swapping
Sc Scorecards
LM Lesson Management
Unified Organizational Structure

Organizational structures are also unified for ease in granting scope of access to
employee and organization data, as well as ease of set-up and administration.

24
Understanding Your License
Unified Activities Structure

Activities are defined using Forecasting and Scheduling and used throughout the
Workforce Management solution, simplifying activity management.

Your license is used to enable your access to specific features in the overall product. For
example, even though the entire suite is installed, applications such as Scorecards or
eLearning will not be available unless you have licenses for them.
Your license governs the usage of the system in the following areas:
Applications/Features limits the applications available to you.

Number of entities limits the number of entities supported by the licensed
application. Some examples of these entities include employees that the system can
handle, or the number of integration packages that are supported.
Limits may be imposed on each of the licensed product features of the solution:
Total number of users allowed to use the Workforce Management solution

Total number of active (non-terminated) employees managed by the Workforce
Management solution
Total number of units of a specific module licensed by your organization. For
example, the number of RTA integration packages licensed. If an application or a
module provides some functionality with respect to a piece of hardware, such as an
ACD switch, this limit on an application tells with how many ACD switches one will
be able to use that module.
Expiration date on a features functionality
Licensing information is encapsulated in an XML file which contains encrypted

information.

25
A sample XML license file is shown here:
It contains the following information:
Licensees Name
One or more licensed items (application or feature)
An expiration date for each licensed item and attributes such as Employees, Seat, or
Units
Licensing Types
Licensing is seat-based. Seats refers to the number of concurrently scheduled
employees.
In seat-based licensing, if your current schedules, published or unpublished, exceed the
number of seats for which you are licensed, all users will see one or both of the following
error messages displayed on the login page:
<x> seats are scheduled from <y> to <z>. Your license does not allow
more than <n> seats. Please contact your system administrator for
assistance
<x> seats are published from <y> to <z>. Your license does not allow
more than <n> seats. Please contact your system administrator for
assistance
If either message displays, contact your sales representative to rectify the problem.

26
Chapter 2
Navigating in Workforce
Management
Starting the Workforce Optimization Solution
There are two ways to start the web application in Workforce Management, depending
on how your system is configured:
Single sign-on
When your system has been configured for single sign-on, you do not log into
Workforce Management, or indeed, any of the Impact 360 applications, such as
eLearning, Quality Monitoring version 10 SP3, or Impact 360 Recording. All
authentication is done when you log into Windows on your computer.
Application-dependent sign-on
You must log into each Impact 360 application independently.
To start Workforce Management:

1
Open your web browser and type the URL of the server location where Workforce
Management is installed.
If your system is configured for single sign-on, the login page is displayed and the
Trusted Login check box is checked. You do not need to sign in to the application,
only click on Login. You can then start working with Workforce Management.
If your system is not configured for single sign-on, the Login page opens, a portion
of which is shown below:
Chapter 2 - Navigating in Workforce Management
Getting Around in Workforce Management
Type your Username and Password (both are case-sensitive), then click Login.
Workforce Management opens to the default page for your role or the one you have
selected in Preferences.
If users have forgotten their password, and provided your companys networking and
security environment permits, they can click Reset Password. The system will prompt
them for certain data to identify them (the same data specified in the section
Self-Identification (XXX) of the Workforce Management Administration Guide), and if an
e-mail address has been registered for them, it will send a temporary password to their
e-mail address. They can use this temporary password to log in; the system will then
require them to change the temporary password and log in using the new password they
have selected.
If an e-mail address is not registered for them, they will be instructed to contact their
system administrator either to reset their password or register an e-mail address for
them, so they can reset it themselves.

Workforce Management uses a web-browser-based interface with a navigation bar and
multiple levels of tabs.
The topmost level of navigation consists of modules, such as the following:
At the far right end of the modules, a button ( ) allows you collapse and truncate the
module navigation level from two lines to one, which can be useful depending on your
screens size.
Hovering your cursor over a module displays a window showing all the sections into
which functions are grouped under the module, such as:
My Dashboards
My Schedule
My Requests
The next level down of navigation is referred to as a tab, such as the following:

28
General controls are located above the navigation bar:

Click Refresh to update the data on your page.
Click Print to print a copy of the current page.
Click Send Message to send a pop-up alert to selected target users.
Click Enter What If to enter What If mode.
Click Preferences to open the Preferences window.
Click Help to open the Workforce Optimization Solution Help system and
display help for the current page.
Click Logout to log out of the Workforce Optimization Solution.
Navigate by hovering your cursor over the appropriate module to display the sections
and their tabs, and click the tab you want to use.
Note that the modules, sections, and tabs available change depending on the users role
and your license.
TIP
If you resize your browser window, the rightmost buttons on the button bar may
be hidden. Resize your browser window, scroll horizontally, or change your screen
resolution to see them.
TIP
If you find yourself frequently changing among two or three tabs, you can open
multiple sessions in separate browser windows to make your access to these tabs
quicker and easier.

29
Expanding Pages
Some pages in Workforce Management use two panes with a selection list on the left
and an action page on the right.
Either side of these pages can be expanded by clicking one of the arrow buttons
between the panes.
Click the button facing right to expand the left pane into a summary list.
Click the button facing left (
) to expand the right pane into a full page display.

30
To return to the original display, click the single-arrow button to the side of the
display. To switch the pages displayed, click the double-arrow.
The pane on the right may consist of one or more groupings, referred to as containers,
as shown below:
Each container has its own title and can be collapsed or expanded. Containers may
contain multiple collapsed levels.
Expanding and Collapsing Lists

Some lists in the Workforce Optimization Solution have controls that allow you to
expand the list completely, or to collapse it.
Click right-facing button to expand the list.
Click the down-facing button to collapse the list.

31
For example, the following graphic shows the Organization Scope list in both its
expanded and collapsed form:
Expanded
Collapsed
Selecting Items in a Drop-Down Menu

You set the value of some items in the Workforce Optimization Solutions web interface
using drop-down menus. There are two types of drop-down menus:
single-selection
You can only select one item from the drop-down menu.
multi-selection
You can select one or more items, using the Ctrl key to select non-adjacent items or
the Shift key to select a contiguous range of items.
The type of drop-down menu is indicated with the following buttons:

Single-selection
Multi-selection
Once youve finished multi-selecting, click
again.
If the items you have selected cannot be fully displayed in the selection box, position your
cursor over the selection for a few seconds (known as hovering). The selected items will be
displayed as a tool-tip. This same technique can be used for both single and
multi-selections.

32
Expanding Truncated Text

Some windows in the Workforce Optimization Solution automatically truncate text in the
Content Title area of the window. To indicate that the text has been truncated, the
system adds an ellipsis (...) to the end of the displayed text.
To expand the text so you can see it in its entirety, position your cursor over the text for
a few seconds (referred to as hovering). The full text then appears in a pop-up box, as
shown in the following figure:
Sorting Data
Many of the Workforce Optimization Solutions pages contain columns of information
that can be sorted.
To sort information:
Click the name of the column to be sorted. The column head turns darker and a
small arrow
indicates the sort order of the column.

33
Web Application Modules
To reverse the sort order, click the name of the column again.
Printing a Page
To print a page:
1
Click Print on the navigation bar. The Print dialog box opens.
On the Options tab, select Print frames as laid out on screen.
Click Print.

This section provides a short overview of Workforce Managements functional modules.
Some of the modules discussed in this chapter are, by default, only visible for certain
roles (administrators, agents, managers, etc.). For example, the System Management
module is only seen by administrators. Moreover, some modules are options, and are
only visible if licensed. In your role, you may not need or have access to these modules
by default. They are included in this chapter only for the sake of completeness.
The Workforce Management web application is divided into the following modules:
My Home
Entering and viewing activities, schedules, and

personal data.
System Management
System-wide settings for Workforce Management,

including general settings, data sources,
self-identification setup, integration servers, log
entries, license, and version information.
Organization Management
Settings for organizations, including holidays setup,

activities setup, request management setup,
scorecard setup, and more.
User Management
Data profile, schedule viewing, user management,

access rights, and, as part of the Advanced Workforce
Management solution, time-off management for each
employee.
Forecasting and Scheduling
Schedule building, flexible forecasting and scheduling

based on your contact center rules and needs, virtual
contact center management, seamless integration
with your automated call distributor (ACD), queueand group-level performance analysis and monitoring
with easy-to-read graphs, and robust employee
management tools.

34
Tracking
Employees time record information, adherence

information, adherence exception management (in
the Advanced Workforce Management solution),
tracking your contact center performance, and alert
rules, which are used to specify those events in
Workforce Management that generate alerts to
specified users.
Performance Management
Scorecards for your organization and your employees.

Because Scorecards can form part of several different
Impact 360 packages, Scorecards use is covered in
separate guides, Scorecards Administration Guide and
Scorecards Users Guide.
eLearning
This module, part of the Advanced Workforce

Management solution, allows you to work with
lessons, assignments, reviews, and
competencies. Learning has its own help
system and documentation set. For more
information, please see the following guides:
Coaching
eLearning Administrator Guide
eLearning Student Guide
This module allows contact centers to make

employee coaching a part of daily operations. It
provides out-of-the-box workflow for
scheduling, delivering, and tracking employee
coaching that is integrated with individual
quality monitoring evaluation scores and key
performance indicators (KPIs). For more
information, please see the following guides:
Coaching Administration Guide
Coaching Users Guide
Request Management
Part of the Advanced Workforce Management solution.

Manager-level functions for processing time-off
requests, shift-swap requests, and shift bidding
requests.
Reports
Workforce Managements report selection and creation

module. Reports are documented in a separate guide,
the Framework Reports Guide.
The following material provides a brief overview of each module and its functions. Please
see the appropriate chapter for additional in-depth information.
The My Home Module
The My Home module is mostly used by employees, managers, and schedulers for
entering and viewing activities, schedules, and personal data, accessing their own
scorecards, and accessing their learning activities.
It provides access to the functions shown in the following screenshot:

35
The various sections and tabs are described below:

My Dashboards
Allows you to display timely information in the form of graphic

reports.
My Schedule
Allows users to:
Summary
View the current weeks schedule in an abbreviated format,

a time off summary, shift swap summary, and a shift
bidding summary.
Personal
View detailed schedule information in a format best suited

for printing.
Group
View schedule summary information for each day in a

selected range for multiple employees in their own
organizations and other organizations as specified in the
Time Off settings.
My Requests
Allows employees to view and manage their time-off, shift

swap, and shift bidding requests (the latter is a time-off and
shift bidding are separately licensed optional feature)
My Requests
View their personal requests.
My Time Off Calendar
View personal Time Off information in Calendar View.
My Time Off Report
View details on the time off they have taken and the time
off they have scheduled.
Swap Board
View and create Shift Swap postings.
My Bid Options
View available biddable schedules for a campaign and

create Shift Bid Requests. Shift bidding is a separately
licensed optional feature.

36
Policies
My Time
View Time Off, Shift Swap, and Shift Bidding Policies, as

well as Auto-Processing and Filing Rules information.
Employees use the My Time section, available as part of the

Advanced Workforce Management solution, to view their
adherence.
Schedule
View a schedule of employee activities.
Time Record
Start and change employee activities, and end their shifts.
Log History
View a history of employee activities.
My Adherence
Allows you to see employees adherence data (how well

they are conforming to their assigned schedule) in a graphic
form. In addition, it shows a summary of the data for the
day.
Volumes
Allows you
to:
Work
Track workload of various types as it arrives, is completed,

and pending (backlogged) through the day and week.
History
View the employee history by Type and VCT Work Queue.
My Scorecards
Allows users to view their scorecards. This section is

documented in a separate guide, the Scorecards User Guide.
My eLearning
Allows employees to view advanced eLearning tools that deliver

customized lessons to their desktop. These lessons are
designed to increase their performance and competency rank.
This section is documented in a separate guide, the
Competency-based Learning Student User Guide.
Coaching
Allows contact centers to make employee coaching a

part of daily operations. It provides out-of-the-box
workflow for scheduling, delivering, and tracking
employee coaching that is integrated with individual
quality monitoring evaluation scores and key
performance indicators (KPIs). This section is
documented in a separate guide, the Coaching
Administration Guide.
My Profile
Allows you to review and update your personal information:
Schedule Preferences
Employees can specify or change their preferences on how

they are scheduled. These are their general preferences,
and are not related to a specific week or scheduling period.
Personal Information
View your personal information and update your password.

37
As administrator, by default you can also use the:

My
Scorecards section to access your scorecards. (See the Scorecards Users Guide
for more information.)
My
eLearning section to access your learning activities. (See the eLearning Student
Guide for more information.)
Personal
Information tab of the My Profile section to review your personal

information and change your password if desired.
Changing Your Password

Use the Login Data container of the My Profile section to change your password.
To change your password:
1
Expand the Login Data container if necessary.
Click the selector icon to the right of the Password field (
).
A pop-window appears, as shown in the following illustration:
Type a new password and confirm it. Remember, passwords are case-sensitive.
Click Set to save your new password.
Click Save at the bottom of the Personal Information pane to save all changes
made, including any password changes.

38
The System Management Module

Use the System Management module to view system messages and manage your
Workforce Management settings.
It provides access, depending on your license, to the various sections and functions
shown in the following screenshot:
The majority of these sections and tabs are documented in the Enterprise Suite User
Management Guide. This guide, the Workforce Management Administration Guide,
covers:
Display and manage your system integration
servers (Integration Server) status, including
adapters.
Integration
Version
Alerts Setup
Display information about the version and

schema numbers of the various components
of Workforce Management.
Configure parameters for Alerts in Workforce
Management.
General Settings
- Configure general parameters for the Alerts
Mail Settings
- Set configuration parameters for e-mail sessions
subsystem in Workforce Management.

in the Alerts subsystem of Workforce
Management.
Pop-up Settings
- Set configuration parameters for pop-up alerts in
the Alerts subsystem of Workforce Management.

39
The Organization Management Module

The sections and tabs included in the Organization Management module are shown
below:
The majority of these functions are documented in a separate guide, the Enterprise
Suite User Management Guide.
This guide covers:
Organizations
Create and view organizations and modify some of

their attributes:
Skills
View and create types of employee skills.
Special Days
Create and edit organization-wide holidays,

including their start and end dates and whether
they are paid.
Security
View and manage security settings for roles and

self-identification:
Self Identification
Queues
Specify which employee information will be used

for users to self identify. Identification is required
for employees to register themselves as users
(referred to as Self Registering). In addition, there
might be circumstances when changing a password
requires employees to identify themselves first.
View and manage your queues and their mappings:
Settings
Create and edit information about your queues.
Work Queue Group

Mapping
Map queues and data sources.
Parent Work Queue

Mapping
Allows you to map normal queues to a parent

queue.

40
Work Queue
Configuration
Only visible if you are licensed for Financial

Services Operations. Allows you to define a normal
queue as a VCT Queue and link it to an
organization.
Arrival Patterns

Services Operations. Allows you to view and edit
the patterns that have been created. The purpose
of the arrival pattern is to be a close representation
of the distribution of intraday work to be done.
Activities
View organization-wide activities, and set up

adherence and time collector mappings:
Activity Types
View organization-wide activity types.
Activities
View organization-wide activities, including their

activity and earning types, whether they are paid,
and other information.
Adherence Mapping
Map scheduled activities to other adhering

activities.
Time Collector
Mapping
Map the reason code of a data source with an

organization's activities. Use when an employee's
adherence to scheduled activities is determined by
the data source
Request Management
Set up time-off management (part of the Advanced

Workforce Management solution, and an option for the
Operational Workforce Management solution), shift
swapping, and shift bidding (optional for both
solutions):
Settings
View and manage organization settings for time-off

management, workflow, shift swap, and shift
bidding.
Validation
Set validation rules for time-off, shift swap, and

shift bidding requests.
Filing Rules
Create and view Request Filing Rules.
Time Off Pools
Allocate time-off hours and black-out days for a

organization.
Auto Processing
Create and view organization-specific

auto-processing rules for employee requests.
Purging
Purge (remove) requests from the database.
Work Rules
Set up work rules for use in Forecasting and

Scheduling. This section and the tabs associated with
it are described in the Workforce Management
Schedulers Guide.

41
Scorecards
Set up Scorecardss scorecards. This section and the

tabs associated with it are described in the
Scorecards Administration Guide.
Coaching
Set up Coaching sessions types and results. This

section and the tabs associated with it are described in
the Coaching Administration Guide.
Dashboards
Setting up dashboards.
The User Management Module

The User Management module allows you to view and update certain information
about employees.
Most of the tabs shown above are discussed in the Enterprise Suite User Management
Guide. The tabs discussed in this guide include:
Schedule Preferences
Set preferences for one or more employees for start time, days
off, overtime, and voluntary time off.
Time Off
View and update employees' time-off information.
Skills
View and update employees skill assignments, proficiency, and

number of chat sessions, for use in Forecasting and Scheduling.
Work Rules
Assign work rules to one or more employees, for use in

Forecasting and Scheduling.
Staffing Profile
View and update staffing profiles, for use in Forecasting and

Scheduling.
The Forecasting and Scheduling Module

The Forecasting and Scheduling module brings much of the functionality of the
Forecasting and Scheduling client application into the web application.

42
This module is primarily used by those assigned the scheduler role; it is documented in
the Workforce Management Schedulers Guide.
The Tracking Module

The Tracking module is used to view the time records for individuals or groups of
individuals, work with adherence, track a contact centers performance, and configure
rules for alerting specific users when potential problems occur.

43
This guide covers the following:

Roster
Allows employees schedule and time-off summary

data to be viewed.
Schedules
Not visible by default for administrators. Allows

employees' schedule information to be viewed.
Time Summary
Shows the time-off summary data for each of the

selected employees.
Adherence
A performance assessment tool that lets managers

and schedulers analyze employee adherence to
schedules at any point during the day or to assess
trends and potential problems.
Quick View
Not visible by default for administrators. Displays

a snapshot of the current adherence information
of selected employees.
Adherence
Allows you to view employee adherence to

schedules. Out of adherence time periods for the
selected day are displayed next to the employee's
name.
Day Details
Not visible by default for administrators. Shows

the time recorded for each selected employee on
the selected date.
Pulse
Not visible by default for administrators. Helps

managers and schedulers track contact center
performance. Also provides a place for them to enter
historical data into the application and edit it.
Pulse
Not visible by default for administrators. Helps

managers and schedulers track their contact
center performance. It collects their contact
center data throughout the day from their ACD
and compares their actual performance with
forecast and required values, enabling them to
analyze their performance and apply corrections
as needed.
History
Not visible by default for administrators. Allows

managers and schedulers to enter historical data
into the application and edit it.
Alert Rules
Allows you to view alert rules for three different

scopes: organizations, campaigns, and the system as
a whole. This section contains the following tabs:
Organization
View alert rules pertaining to an organization.
Campaign
View alert rules pertaining to a campaign.

44
System
Notifications
View alert rules pertaining to the Workforce

Management system.
This section, and its two tabs, Messages and

Recipients, are described in the Enterprise Suite
Framework Administration Guide.
As mentioned previously, there are two "flavors" of adherence available: Basic

Adherence, which allows Real-time employee adherence tracking for phone-based
activities; Advanced Adherence, which extends Basic Adherence by adding adherence
management capabilities for monitoring adherence to schedule for phone media,
including aux codes and non-phone-based activities. Advanced Adherence also enables
management of adherence exceptions.
At the present time, the Operational Workforce Management, Advanced Workforce
Management, Strategic Workforce Management, Workforce Management Express, and
Performance Management Workforce Management solutions all include Advanced
Adherence. Basic Adherence is available as an option for some other packages.
If your license includes the Operations features, you might see an additional section,
Volumes, and its Work and History tabs. This section and its tabs are not, however,
visible by default for administrators. These are described in Managing Volumes.
As administrator, by default you only have access to the Adherence tab of the
Adherence section, and the Alert Rules section of this module. Additional tabs in the
Adherence section, and the entire Pulse section, are, by default, not visible for
administrators.
You may not need access to the additional sections, but some information on them is
included in this guide for informational purposes.

45
The Interactions Module

If Impact 360 Recording has also been implemented in your organization, such as in the
Workforce Optimization Solution, this module provides employees, managers, and
supervisors with the ability to select and automatically log into the relevant Impact 360
Recording server.
Clicking the Interactions module displays a page containing the Quality section with a
server selector:
Click the selector to display the list of possible servers, and click the server to which you
want to connect.

46
Impact 360 Recording is then launched in a separate browser window. Please consult
the relevant Impact 360 Recording documentation for information on using Impact 360
Recording.
The Performance Management Module

Please refer to the Scorecards Configuration and Maintenance Guide for details on
Scorecards-specific administration functions. Refer to the Scorecards Users Guide for
information on using the Performance Management module.
The Learning Module

This module, part of the Advanced Workforce Management solution, allows you to work
with lessons, assignments, reviews, and competencies. Learning has its own help
system and documentation set. For more information, see the following guides:
eLearning Administration Guide
eLearning Student Guide

47
The Request Management Module

The Request Management module gives administrators and managers access to
functions for processing employee time-off requests, shift-swap requests, and shift
bidding requests (an optional feature).
As shown, it contains the following sections and tabs:

Employee Requests
View and manage Employee Requests.
Time Off Calendar
Contains detailed Time Off Information for two months.
Schedule Auctions
Manage shift bid auctions, a separately licensed feature:
Settings
View or modify Shift Bid Auction settings.
Schedules
View or modify Biddable Schedules.
Employees
View or modify the employees (bidders) associated with

a Shift Bid Auction.
Bid Options
View available biddable schedules or create bids for

employees.
The Reports Module

Use the Reports module to run, view, and control access to Workforce Managements
reports.

48
Setting Preferences
The use of the reports, how to run and view them, and their contents are covered in a
separate guide, the Workforce Management Reports Guide. It covers the following
section and tab of the Reports module:
Requests & Results
Display report results and reset parameters:
Instances
Parameters
List instances of a selected report and view

their results.
Change parameters and run a selected report.
This guide, on the other hand, covers the administrative portions of the Reports
module:
Set up and modify access rights to selected
reports. See page 261.
Deploy (or undeploy) custom reports. See
page 262.
In addition, it covers an essential component of the reporting structure, Report Dump.
See page 264.
An additional section, Ad Hoc Reports, is available to users with the role Adhoc Query
Analyst. This section enables such users to create or edit ad hoc reports using the
Cognos Query Studio and is not documented in this guide.
Setting Preferences
You can set your viewing preferences by clicking Preferences on the navigation bar.
These settings remain in effect until you change them.

49
Setting Preferences
These settings affect only your display. Some of the preference settings shown may not
be applicable to you, depending on your license.
Preferences allow you to choose the following display options:

General:
Default Languageavailable languages are determined by your license and made

available by your administrator through the Licensed Languages container of the
System Management modules Administration sections General sidebar element. If
only one language is available, this option is not displayed.
Default Regional Formatsets the default format for:
Date (short and long formats, order, separator)
Time (12 or 24 hour and relevant symbols, separator, leading zero)
Currency (symbol, number settings)
Number settings (000 separator, decimal point character)
First day of week (in calendars)
The localized setting will be used anywhere dates, times, currency figures and
numbers are displayed.
Default Time Zoneactivity times and schedules are displayed to you in this time
zone.
User Interface:
Use Accessibility Compliance Modeallows the user interface to be displayed

using certain alternate mechanisms prescribed by a U.S. Federal standard. These

50
Setting Preferences
mechanisms are designed to facilitate access to the system by all users, regardless
of their abilities or disabilities.
Repeat Header Every N Rowsthe frequency a table or report header will be

displayed as you scroll through a list. Type a number in the text box. A blank box
sets the number to the default, 30. Enter a zero (0) if you dont want the header to
repeat.
Default Rows in a pagefor pages that support pagination, the number of rows
to display by default for tabular data.
Navigation:
Default Screen at Loginthe screen that first appears each time you log in.
Show Navigation Imagestoggles the display of the images shown above the
module names in the navigation bar. Suppressing the display of the images allows
more information to be displayed on your monitor, somewhat reducing the need to
scroll.
Show 2nd Level Navigationtoggles the display of the navigation sections below
the module name.
Customize Modulesthe controls allow you to customize the display order of the
modules.
Activity Manager / Adherence:
My Time Record Sort OrderChoose Ascending or Descending for the display

order of time records.
Adherence Auto-Refresh (Today Only)Choose a time, such as 2 minutes,
that determines the frequency at which adherence information is automatically
refreshed. The setting No Auto-refresh disables the automatic refresh of
adherence data.
Adherence Timeline Collapsed ViewChoose which of the four timelines
available on the Adherence tab of the Tracking module is displayed when the
timelines are collapsed. See Viewing Adherence on page 113 for additional
information.
Schedule:
Show Unavailability Events in Schedulesdetermines whether calendar

events of type Unavailability are displayed in the schedule areas (My Schedule
module, the Personal tab, described in the Workforce Management Agents Guide,
and User Management module, Schedules tab, described in the Workforce
Management Managers Guide).
Show Timeoff Events in Schedulesdetermines whether time-off events are
displayed in the schedule areas (My Schedule module, the Personal tab,
described in the Workforce Management Agents Guide, and User Management
module, Schedules tab, described in the Workforce Management Managers
Guide).

51
Sending Pop-Up Messages

You can use the Send Pop-up Message button to send pop-up alerts to other
employees.
When you click the Send Pop-up Message button, the Send Pop-up Message pop-up
window opens.
To create a new alert message, you need to provide the pop-up alert target information
(to whom) and the message itself.
Providing Target Information

You can send pop-up alerts to employees in a number of ways:
1
You can select employees by name, by checking the Employees check box. To
select specific employees, click the employee icon. The employee selector screen
appears. Select the employees as desired and click Save.
You can send pop-up alerts to all employees selected by an existing filter or one that
you create or edit at the time of sending the alert by checking the Employee Filter
check box.
You can send pop-up alerts to employees using their Workforce Management login
names, separated one from the other by semi-colons, by checking the Additional
users by login names (semicolon separated) check box.
You can send pop-up alerts to employees by role, checking the Additional users
by role check box, and selecting the desired role from the drop-down list.
You can send pop-up alerts to employees using their Windows login names,
separated one from the other by semi-colons, by checking the Additional delivery
targets (semicolon separated) check box, provided you have specified these in
the Pop-up Address field on the Profiles tab of the User Management module.

52
You can select targets using one or more of the above methods, if desired.
Providing Message Information

To provide the message information:
1
Insert the subject line and the message text in the available text boxes.
Select the delivery template from the drop-down list.
Message Templates
Three different templates are used for pop-up messages:
Normal
Normal pop-up messages display a banner at the bottom right of the screen. This
banner resembles a sheet of ruled note paper, and shows the subject of the
message against a yellow background, and the sender and the date and time the
message was sent against a white background. Clicking the banner opens a
separate window showing the entire message.
High
Messages sent using the High template are meant to be read immediately. For that
reason, no banner is displayed, but the message is displayed in a separate window.
Confidential
Confidential pop-up messages display a banner at the bottom right of the screen.
This banner resembles a sheet of ruled note paper, and shows the text
Confidential message received... against a yellow background. To maintain the
confidentiality of the message, the sender and the date and time the message was
sent are not displayed. Instead, the text ***CONFIDENTIAL*** is displayed.
Clicking the banner opens a separate window with a button that enables the reader
to show the entire message (an additional level of security).
Sending the Message

To send the pop-up alert message:
1
Click Send Pop-up Message to send the alert message.
Click Done if you want to close the form without sending the message.
The form closes and you return to the web application.

53
Receiving Pop-Up Alert Messages

The pop-up messages you receive can be sent to you in two different ways:
As a result of alerts that your administrator has configured. Alerts can be sent for
such conditions as one of your KPIs being out of range, or your being out of
adherence.
When an administrator, manager, supervisor, or scheduler uses the Send Pop-up
Message button at the top of the web application window.
Message Templates
As described previously, three different templates are used for pop-up messages:
Normal
Normal pop-up messages display a banner at the bottom right of the screen. This
banner resembles a sheet of ruled note paper, and shows the subject of the
message against a yellow background, and the sender and the date and time the
message was sent against a white background. Clicking the banner opens a
separate window showing the entire message. Click
to close the message or click
to delete the message. If you take no action, the banner fades away, but the
message is not lost; pop-up messages are kept for the duration of your session
within Workforce Management.
High
Messages sent using the High template are meant to be read immediately. For that
reason, no banner is displayed, but the message is displayed in a separate window.
Confidential
Confidential pop-up messages display a banner at the bottom right of the screen.
This banner resembles a sheet of ruled note paper, and shows the text
Confidential message received... against a yellow background. To maintain the
confidentiality of the message, the sender and the date and time the message was
sent are not displayed. Instead, the text ***CONFIDENTIAL*** is displayed.
Clicking the banner opens a separate window with a button that enables the reader
to show the entire message (an additional level of security). Click
to close the
message or click
to delete the message. If you take no action, the banner fades
away, but the message is not lost; pop-up messages are kept for the duration of
your session within Workforce Management.
Reading Messages
As mentioned previously, you can click the message banner (for Normal and Confidential
messages) to open the message in a separate window.
If the banner is no longer visible, you can click the
icon on the Windows taskbar.

54
The window that opens displays an Alerts tab, consisting of the following message
elements:
Navigation icons
Header
Controls
Body
Navigation Icons
Icons are displayed for each message. Icons for the first and last message are always
displayed. When more than ten messages exist for the current session, an icon
resembling multiple pages is shown, allowing you to move from one group of ten to the
next.
Clicking on the icon labeled 11-21 above would change the navigation display to the
following:
When you select a particular message icon, the color changes to red for High template
messages, and yellow for Normal and Confidential template messages.

55
Header
The message header is displayed just below the navigation icons. It resembles the
pop-up banner described previously, and varies according to the message template:
Normal
High
Confidential
Controls
Message controls are displayed to the right of the message header. All messages,
regardless of the template used, have a
Delete button. Click the
Delete button
to delete a message.
In addition, Confidential messages have the
Show button. Click the
Show
button to display the sender and message body of a confidential message. (Until you
click this button, the sender is displayed as the string *****, and the message body as
the string ***Confidential***.)
Body
The message body is found below the message header area. Messages are shown in
plain text for both Normal and High template messages.
HTML tags can be used in the message text.

56
What If Mode
Confidential messages are not shown in plain text until you click the
Show button
described previously. Instead, the string ***** is shown in place of the sender (in the
window header), ***CONFIDENTIAL*** in place of the text, and the string
Confidential message received... is shown in place of the subject.
What If Mode
A special mode exists in both the web application and Forecasting and Scheduling that
allows you to work with hypothetical schedule information without inadvertently altering
the contents of your production database. For more information on What If mode,
please see the chapter on Forecasting and Schedulings Work Modes in the Workforce
Management Schedulers Guide.
Getting Help
Help for each Workforce Optimization Solution web page is available by clicking the Help
link on the navigation bar.
Click the About button to view statements about intellectual property, open source
attribution, and the user license.
Click the Close button to return to the main page.
Logging Out
You can log out of the Workforce Optimization Solution at any time.
To log out of the Workforce Optimization Solution:
Click Logout on the navigation bar.
Launching Framework Pages Externally

You can create shortcuts to a number of pages in the Framework. These shortcuts can
be used on your companys portal or as a Favorite entry for your browser.

57
The pages for which you can create these shortcuts are listed in the following table:
Page
Screen Code
My Scorecards
SCORECARDS_MY_SCORECARD_PAGE
My Coaching
MY_COACHING_SESSION_LIST
My Learning>Current Assignments
ELEARNING_STUDENT_CURRENT_ASSIGNMENTS
My Adherence
MYTIME_ADHERENCE
The HTML used to open these pages can have one of two forms:
1
http://<hostname>:<port_number>/wfo?screen=<screen_code>
http://<hostname>:<port_number>/wfo/control/signin?screen=
<screen_code>
where:
<hostname> is the name of the computer on which the Workforce Optimization
Suite is running.
<port_number> is the port number on the host computer on which the Workforce
Optimization is listening.
<screen_code> is one of the values listed in table above in the Screen Code
column.
For example:
http://mymachine:7001/wfo?screen=MYTIME_ADHERENCE
http://mymachine:7001/wfo/control/signin?screen=
MYTIME_ADHERENCE
The first format (lacking the text /control/signin) opens the particular page in a new
browser window, without a navigation toolbar.
The second form (containing the text /control/signin) opens the particular page in the
current browser window.
Two more pages can be called in a fashion similar to that described above:
Page
Screen Code
Tracking>Roster>Schedules
PEOPLE_SCHEDULE_FS
Tracking>Adherence>Adherence
TIMERECORDS_ADHERENCE_FS
An additional URL suffix must be provided for these two pages, allowing the page when
opened to display the people in the default filter to be preselected. This additional suffix
consists of the parameter &autoSelectDefaultFilter=true.
For example, the following URL would open the Tracking>Roster>Schedules page in
the current browser, with those people in the pages default filter preselected for
display:
http://<hostname>:<port_number>/wfo/control/signin?screen=
PEOPLE_SCHEDULE_FS&autoSelectDefaultFilter=true

58
Similarly, the following URL would open the People>Schedules page in a new browser
window (without a navigation toolbar), with those people in the pages default filter
preselected for display:
http://<hostname>:<port_number>/wfo?screen=
PEOPLE_SCHEDULE_FS&autoSelectDefaultFilter=true
If the parameter &autoSelectDefaultFilter=true is omitted from either of the two
formats shown above, the screens are presented with the default filter selected, but no
people within the filter are selected. You will have to manually select the people you wish
to view.

59
Chapter 3
Managing Organizations
This chapter provides information about setting up organizations, their pay policies, and
organization-related components of Workforce Management.
It covers the following sections and tabs of the Organization Management module:
Organizations
Create and view organizations and modify some of

their attributes:
Skills
View and create types of employee skills.
Special Days
Create and edit organization-wide holidays,

including their start and end dates and whether
they are paid.
Work Queue Attribute

Definition
Create and edit custom queue attributes for each

organization.
Work Queues
Settings
View and manage your queues and their mappings:
Create and edit information about your queues.
Chapter 3 - Managing Organizations
Organizations
Queue Attributes
Assign attribute values to custom queue attributes

for each organization.
Queue Group Mapping
Map queues and data sources.
Parent Queue Mapping
Allows you to map normal queues to a parent

queue.
Work Queue
Configuration

Services Operations. Allows you to define a normal
queue as a VCT Queue and link it to an
organization.
Work Queue Flow

Editor
View, create and edit process workflows consisting

of multiple, linked queues.
Arrival Patterns

Services Operations. Allows you to view and edit
the patterns that have been created. The purpose
of the arrival pattern is to be a close representation
of the distribution of intraday work to be done.
Activities
View organization-wide activities, and set up

adherence and time collector mappings:
Activity Types
View organization-wide activity types.
Activities
View organization-wide activities, including their

activity and earning types, whether they are paid,
and other information.
Special Activities
Override certain system-defined activity attributes

for an organization. Use of special activities
enables you to customize activities for an
organization and its subsidiaries without affecting
the activities of sibling or parent organizational
units.
Adherence Mapping
Map scheduled activities to other adhering

activities.
Time Collector
Mapping
Map the reason code of a data source with an

organization's activities. Use when an employee's
adherence to scheduled activities is determined by
the data source
Organizations
Use this page to create, view and edit organizational structures and associated
information within Workforce Management. This section discusses the following tabs:
Skills
Special Days
Work Queue Attribute Definition

61
Organizations
Skills
Administrators can use the Skills tab to create, copy, edit, delete, import, or export
employee skills. The tab consists of two panes: an organization selection pane, and a
workpane. The workpane displays the following columns of information for the selected
organization:
Skill: the name of the skill.
Media Type: The type of media associated with the skill, such as phone or email.
Description: An optional description of the skill.
Owner Organization: The organization owning the skill.
Creating and Editing Skills

Use this tab to create a new skill or edit an existing skill.
The left pane consists of an organization selector. The right pane allows you to specify or
edit the following:
Organization Name (this drop-down selector allows you to override the

organization selected in the left pane)
Name
Description (optional)
Media Type (use the drop-down selector to choose the media type)
Click Save to save any values you have edited.

Click Cancel to cancel any changes you have made and return to the Skills tab.
Click Revert to revert any values you have edited but not saved to their original values.

62
Organizations
Importing Skills
Use this pop-up window to import skills from an external file into Forecasting and
Scheduling. The window is divided into two containers:
File setup
Fields and column numbers
The File Setup container allows you to:
Specify the name of the file to import. (You can use the Browse button to find and
select the file.)
Select the delimiter character used in the file. (Tab, Comma, or Semicolon)
The number of lines to ignore at the start of the file.
The other container displays checkboxes for the fields to be imported (Skill Name,
Media Type, Description, and Organization), as well as, for each field, a box in
which you can enter the column number within the import file containing the value to be
imported for that field.
Click Import to import the skills, or Cancel to return to the Skills tab without
importing the skills from the external file.
Exporting Skills
Use this pop-up window to export skills to an external file from Workforce Management.
The window is divided into two containers:
File Setup
Organization Name
The File Setup container allows you to select the delimiter character to be used in the
file. (Tab, Comma, or Semicolon)
The number of lines to ignore at the start of the file.
The Organization Name container displays checkboxes for the organizations for which
the skills are to be exported.
Click Export to export the skills, or Done to return to the Skills tab without exporting
the skills to the external file.
Special Days
Administrators can use the Special Days tab to add, edit, or delete special days, such
as holidays, and copy them to other organizations. These are used in time intervals to
ensure employees receive the appropriate pay. For managers and schedulers, this tab is
read-only.
Be sure to set the year in the upper right of the page.

63
Organizations
Creating and Editing Special Days

Use this page to create new special days or change an existing one:
To create a new special day:
1
Select an organization in the left pane.
Click Create New Special Day. The New Special Day page opens.
Type the special day's name.
Select Paid Holiday if the special day is paid, or Unpaid Holiday if it is not.
If your administrator has enabled the creation of blackout days for organizations,
you can also select Blackout Day, which marks that day as blacked out for the
selected organization.
Click the date range selector icon

to select the special day's Start Day and End
Day, and, optionally, start and end times.
Click one of the radio buttons under Apply to Sub-Orgs, for applying these
settings to suborganizations (children of this parent organization):
Apply to this org only: The settings only apply to the selected organization.
Apply to sub-orgs (no override): The settings apply to the selected

organization and its sub-organizations. These settings cannot be overriden in
one of those sub-organizations.
Apply to sub-orgs (allow override): The settings apply to the selected

organization and its sub-organizations. These settings can be overriden in one of
those sub-organizations.
Click Save. The new special day is listed.

64
Organizations
Work Queue Attribute Definition

Administrators can use the Work Queue Attribute Definition tab to view, add, edit, or
delete custom work queue attributes by organization. This tab lists queue attributes
defined for the currently selected organization as well as any attributes defined for
parent organizations.
Users with the permission to edit an organization will be able to edit attribute definitions.
Users with the permission to view an organization will only be able to view attribute
definitions.
You can define the following queue attribute data types:
Text: accepts free-form text attribute data.
Numeric: accepts any numeric attribute data.
Drop down list: enables you to define drop-down list values, which can be selected
when defining the attributes for each queue.
Date: accepts date attributes.
Creating and Editing Work Queue Attributes

To create and edit work queue attributes, you must have permission to edit the
organization.
If editing a work queue attribute that has already been linked to a specific queue, you are
limited in your editing capabilities. You can only change the attribute name for any
attribute type. For drop-down attribute types, you can only add additional drop down
values, i.e., you cannot remove or change existing drop-down values.
Use this page to create a new queue attribute or change an existing attribute:
To create a new queue attribute:
1
Click Create. The New Work Queue Attribute Definition page opens.

65
Type the work queue attribute Name.
Provide a Description of the attribute.
Select the attribute Type from the following options:
Text: accepts free-form text attribute data.
Numeric: accepts any numeric attribute data.
Organizations
Drop down list: enables you to define drop-down list values, which can be
selected when defining the attributes for each queue.
Date: accepts date attributes.
If you are defining a drop-down list attribute:

a. Click Add.
b. Enter a value for the Distinct Drop Down Values text box.
c. Repeat this procedure for each drop-down value you require.
Click Save. The new queue attribute is added or the existing attribute is updated.
Work Queues
The Work Queues section lets you create queues, define custom work queue
attributes, edit information about them, and assign or unassign queue groups to the
queue. The queues you define here are used in Forecasting and Scheduling and
associated with Forecasting and Schedulings campaigns.
In Workforce Management, queues are essentially a mechanism used to aggregate a
volume of work. Queues can be identical to an ACD queue, but are not necessarily
limited to a one-to-one mapping. See the information on distributed and virtual queues
beginning on page 68 for more information.

66
Work Queue Settings
Work Queue Settings

This tab consists of two panes:
an organization selection pane
the workpane
The workpane displays for the selected organization the following in a tabular format:
the work queues name
an optional description of the work queue
the work queues owner organization
the media for the work queue
the type of work queue (Distributed, Normal, Process, or Virtual)
the data source groups mapping for the work queue (displays a comma-separated
list of the group names)
Buttons at the bottom of the workpane allow you to:
create a work queue
edit a work queues settings
copy a work queue
delete a work queue
To copy a work queue:

1
Select the work queue to be copied on the selection pane. The organization of the
queue must match in both the left and right panes.
The workpane refreshes to display the selected work queue.
Click Copy work queue. The new work queue is saved and the screen refreshes to
display it. (The new work queues name consists of the name of the copied work
queue with the text Copy of prefixed to it.)
To delete a work queue:

1
Select the work queue to be deleted on the selection pane.

The workpane refreshes to display the selected work queue.
Click Delete work queue. Confirm the deletion by clicking OK.

67
Work Queue Settings
Creating or Editing Work Queues

Use this tab to create and edit information about your work queues.
To create a work queue:

1
Select the organization in the left pane for which you want to create the queue.
Click Create Queue.
Type a queue name and a short description.
Select the media for the work queue from the drop-down list.
NOTE
When creating a Process queue, select a media type of Resolution.
Select the type of the work queue from the drop-down list:
Distributed
Distributed work queues are used in multi-site scheduling in Forecasting and
Scheduling. Distributed queues are another type of parent queue. They
aggregate contact statistics from multiple mapped normal (child) queues, and
are used in distributed campaign operations. Like virtual queues, distributed
queues enable you to easily aggregate data from multiple data sources to use
for centralized forecasting. With distributed queues in a distributed campaign
structure, you can then allocate the forecast among the normal child queues,
allowing for decentralized scheduling.
Refer to the chapter on multi-site scheduling in the Workforce Management
Forecasting and Scheduling Guide for more information.
Normal
Normal work queues collect contact statistics from data source groups and can
be used in regular campaign operations. Most work queues are Normal queues.
If you do not have a Multi-Site license, all of your work queues are Normal
queues.
Process

68
Work Queue Settings
Process work queues are used to identify and define a resolution process. A
resolution process refers to a particular path of linked queues that can be
assigned and are used to define an over-arching service goal. Traditional service
goals only apply to a specific queue, whereas resolution process goals define the
target handling time for all of the queues, in totality, in the defined path.
NOTE
To schedule, recalculate, or analyze Process queues, you must select the Enable
LQF option on the calendar in the Forecasting and Scheduling module. Otherwise,
linked volumes are not generated. Refer to the Workforce Management
Schedulers Guide for more information.
Use the Work Queue Flow Editor to link or chain process queues into a resolution
process. Refer to Work Queue Flow Editor on page 77 for additional information.
Virtual
Virtual queues are a type of parent queue. They aggregate contact statistics
from multiple mapped normal (child) queues, and are used in virtual campaign
operations. Virtual queues enable you to easily aggregate data from multiple
data sources by mapping groups from each data source to a normal queue, then
mapping multiple normal queues, possibly from several data sources, to a single
virtual queue.
Click Save. The new work queue is saved.

NOTE
Work queues whose media is Phone Outbound can only be Normal or Virtual
queues.
To edit a work queue:

1
Select the organization in the left pane for which you want to edit a queue.
Select the queue to be edited on the selection pane.
Click the Edit work queue button.

The page refreshes to show details for the selected queue.
Type a work queue name and a short description.
Select the media for the work queue from the drop-down list. (Can only be changed
if the work queue is not in use.)
Select the type of the work queue from the drop-down list (Distributed, Normal,
Process, or Virtual). (Can only be changed if the work queue is not in use.)
if desired, use the Organizations drop-down to change the work queues owner
organization.
Click Save. The changes to the work queue are saved.
Work Queue Attributes

the workpane

69
Work Queue Settings
the queues name
the queues organization
each custom attribute defined for the queue/organization combination

NOTE
You define the attributes and their data types using Organization
Management > Work Queue Attribute Definition.
The Edit button at the bottom of the workpane allows you to edit the custom attribute
values displayed.
Editing Work Queue Attributes

Use this page to assign custom work queue attribute values to each queue by
organization.
Click at the top of a column to sort by that column. Click again to reverse the sort order.
To edit custom work queue attribute values:
1
Select a custom work queue attribute.
Click Edit.
Update the custom work queue attribute values as required.
Click Save. The custom work queue attribute values are saved.
Work Queue Group Mapping

the workpane
the queues name
an optional description of the queue
the queues owner organization
the media for the queue
the type of the queue (Distributed, Normal, Process, or Virtual)
the data source groups mapping for the queue (displays a comma-separated list of
the group names)
NOTE
The data sources in the selector on the Work Queue Mapping page will be limited
to data sources that are associated with the selected organization and its
ancestors, as well as those data sources of types that are not configured with a
data source.

70
Work Queue Settings
edit a queue groups mappings
delete a queue group mapping
To delete a queue group mapping:

1
Select the owner organization of the queue group to be deleted on the organization
selection pane.
Select the queue in the workpane.
Editing Work Queue Group Mappings

Use this tab to map work queues:
To map work queues:

1
Select on the left the owner organization of the work queue to be edited.
Select the work queue that has to be edited in the selection pane. Only Normal
queues can be used to map data source groups.
Select the data source for which groups are to be assigned. The default selection is
All Data Sources.
The left list displays the groups for the selected data source. Those queues that are
already mapped will show the text Mapped in the column to the right.
The right list displays all the groups that are currently assigned to the queue.
Assign/unassign groups to the queue using the assignment box.
Click Save Mapping.

71
Work Queue Settings
Click Go to Data Source Group Definition to go directly to the data source group
list page.
NOTE
You can assign groups only to queues whose type is Normal (has no subqueues
and is not the subqueue of another queue).
Parent Work Queue Mapping

If your site is licensed for distributed multi-site scheduling, you will see the Parent
Work Queue Mapping tab, which you use to map normal or process queues to
distributed or virtual queues and view such mappings.
the workpane
the queues name
an optional description of the queue
the queues owner organization
the media for the queue
the type of the queue (Distributed, Process or Virtual)
the parent queue mapping for the queue (a comma-separated list of the mappings)
edit a parent work queue mapping
delete a parent work queue mapping
To delete a parent work queue mapping:

1
Select the owner organization of the queue group to be deleted on the organization
selection pane.
Select the queue in the workpane.

72
Work Queue Settings
To map normal work queues to a parent queue:

1
Select, in the selection pane at the left, the owner organization of the work queue to
be mapped.
In the selection pane, select the work queue that is to be edited.

The left list displays the available normal work queues from which you can select.
The right list displays all the selected work queues that are currently assigned to the
parent queue (the parent queue is the queue that is selected in the selection pane).
Assign/unassign queues to the queue using the assignment box.
Click Save Mapping.
To revert your changes, click Revert, or click Cancel to return to the Parent Queue
Mappings tab without saving your changes.
To sort the list of queues by name, click the header (the word Queue) of the assignment
box.
NOTE
Only normal and process queues are allowed to be mapped to a parent queue.
Only distributed or virtual queues are allowed to be parent queues.
Process queues are used to identify and define a resolution process, which refers to a
particular path of linked queues that can be assigned and are used to define an
over-arching service goal.
Distributed queues are used in campaigns where calls are distributed among multiple
sites using a percent allocation method. This type of queue can only be added to a
campaign that has at least one defined sub-campaign.
Virtual queues are used in campaigns where calls are distributed among multiple sites
using a dynamic method of distribution. Only certain types of ACDs support dynamic
distribution, such as Cisco, Genesys, Avaya BSR, and Look Ahead Interflow. You can add

73
Work Queue Settings
this type of queue only to a stand-alone campaign. Campaigns that are sub-campaigns
or that allow sub-campaigns cannot have virtual queues.
Work Queue Configuration

Use the Work Queue Configuration tab to view the VCT Work Queues linked to your
organizations.
Organizations are listed in the Selection pane on the left, and the associated work
queues on the right, in a tabular format. You must select the organization and queue
you want to view in this pane.
Only individual queues can be selected to view the corresponding information in the
data pane. Groups of queues cannot be selected.

74
Work Queue Settings
The Queues pane displays the following columns:
Name
Description
Type
Activity Handling Time (in seconds)
Arrival Pattern
LQF Only
All VCT Chains for the corresponding VCT queue are triggered (active) only during Linked
Queue Forecasting and Scheduling and not during manual entry or during automated
VCT feed import. When the LQF Only checkbox is unchecked, VCT chains for the current
queue are active both during data entry or VCT file import, and also during linked queue
forecasting and scheduling.
To schedule, recalculate, or analyze LQF queues, you must select the Enable LQF option
on the calendar in the Forecasting and Scheduling module. Otherwise, linked volumes are
not generated. Refer to the Workforce Management Schedulers Guide for more
information.
A VCT Work Queue not only has volumes associated with it, but also captures employee
level productivity data at a finer intraday granularity. This work queue is then available
for employees, managers, and supervisors to enter VCT data or productivity tracking
data either through the Work and History tabs of My Volumes section of the My
Home module, or Volumes section of the Tracking module, or through the Operations
Event File Import and Transform adapter.

75
Work Queue Settings
There are three types of patterning supported:
Operational HoursArrivals for each day are distributed evenly over the
organizations hours of operation.
Named PatternsArrivals for each day are distributed based on definitions you
provide.
No PatternArrivals are converted to volumes as is, at the times they actually
occur, without any spread. This pattern can be used if you want volumes to follow
the true arrival pattern, and if arrivals are frequent during the organizational hours.
Work Queue Name

Work queues are listed in the data pane on the right. You must select the organization in
the Selector pane on the left, and the work queue you want to view in the right pane.
To view information, click one work queue to highlight it. Only individual work queues
can be selected to view the corresponding information in the data pane. Groups of work
queues cannot be selected.
Editing Work Queue Configurations

This pane is used to specify the parameters for a VCT work queue. There are three types
of VCT work queues:
1
Work Completed, WIP and Inventory: This work queue type has all the VCT
Event types of CHECKIN, CHECKOUT and ARRIVAL enabled.
Work Completed and Inventory: This work queue type has only ARRIVAL and
CHECKIN events enabled; a CHECKOUT event of equivalent value is automatically
generated for each CHECKIN event, so there is no WIP, only Work Completed.
Work Completed: This work queue type has only the CHECKIN event enabled,
which in turn generates an ARRIVAL and a CHECKOUT of equivalent values.
The parameters you can specify are:
As of: Use this date selector to view and/or set the Activity Handling Time for a
specific date.
Use Volume Capture: Select this option to specify the work queue as a VCT work
queue.
If you select Use Volume Capture, the following additional parameters are displayed:
Type: Select the work queue type:
Work Completed, WIP and Inventory
Work Completed and Inventory
Work Completed
Show on Work Page: Allows you to distinguish a manual entry VCT queue from an
automated queue without requiring the creation of sub-organizations to hide the

76
Work Queue Settings
automated VCT queues. If checked, that queue is displayed on the tab My

Home:My Volumes:Work as well as Tracking:Volumes:Work.
Activity Handling Time (in seconds): Enter the activity handling time (in
seconds) for the work queue. Click the pencil icon to the right of the field to enter
effectivity dates for the Activity Handling Time.
Arrival Pattern: Select the Arrival Pattern Type:
Operational Hours
Named Patterns
No Pattern
LQF Only: All VCT Chains for the corresponding VCT queue are triggered (active)
only during Linked Queue Forecasting and Scheduling and not during manual entry
or during automated VCT feed import. When the LQF Only checkbox is unchecked,
VCT chains for the current queue are active both during data entry or VCT file
import, and also during linked queue forecasting and scheduling.)
Work Queue Flow Editor

Use the Work Queue Flow Editor tab to visually review, create, and edit complete VCT
workflow processes. The tab enables you to build workflows via a drag-and-drop canvas
that graphically represents the workflow. Use the graphical canvas to:
Draw a chain from a source queue to a target queue to establish a workflow

relationship. A chain is the flow of work from one queue to another.
Draw a multi-chain from a source queue to multiple target queues to establish their
workflow relationship. A multi-chain supports multiple target queues.
Configure the attributes for how work flows from one queue to the next, which
includes the quantity of work.

77
Work Queue Settings
Organizations are listed in the Organization Name list on the left. After you select an
organization, all its eligible queues display in the Target Queues list.
The Target Queues list displays all eligible queues for the selected organization.
Eligible queues are those that have been configured for VCT.
The canvas provides the following features:
Normal Mode: The default editing mode, use to add queues to the workflow,
reposition queues in the workflow, delete chains, etc.
Draw Chain Mode: click the Draw Chain icon
the icon again to return to Normal mode.
to enter Draw Chain mode. Click
Zoom In/Out: Use the +/- icons to control the level of detail displayed.
Select Multiple Elements: Click and drag to create a selection box that selects
multiple items enclosed by the box simultaneously.
Queue Scoping: For workflows that have already been defined, only the queues to
which you have access will display on the canvas.
Color Coding & Symbols: Each process group (see below) is represented by a
unique color. Furthermore, the drawing canvas identifies the following elements
graphically:
Chain proportion percentage is represented on the chain element. In the

example below, the proportion is 75%.
Source queue is connected by a line element.
Target queue is connected by a line that terminates with an arrow.
Membership in resolution process groups is represented on the queue element

by the process group color code. When a queue belongs to multiple resolution
process groups, each color is represented proportionally; in the example below,
"Queue Example 1" belongs to three resolution process groups and "Queue
Example 2" belongs to a single resolution process group.
When you select an element on the canvas, its corresponding properties display below
the canvas on the Properties tab. Not all properties for an element are editable from
this tab; to update additional properties, refer to the definition tab for that element.

78
Work Queue Settings
The following table lists the properties you can edit by element type:
Element
Property
Description
Queue
Member of Process
Resolution process(es) to which the queue

belongs. A resolution process consists of a
grouping of linked queues which comprise a
service goal.
Chain /
Multi-Chain
Source Event
The event from the source queue that will

cause the work item to flow from the source
queue to the target queue.
Target Event
The work event arriving at the target queue

from the source queue.
Proportion Type
The type of work considered when calculating

workflow from one queue to another. The
proportion may be a fixed percentage, a
forecasted percentage, or a relative period.
Proportion
The volume of work that should flow from the

source queue to the target queue.
Bundle Size
This field is applicable if employees working on

items in the source work queue check in items
but the items arent sent to the employees
working on the target work queue until the
required bundle size is reached.
Lag (Hrs:Mins)
Delay in the creation of the forecast for target

queues in a linked queue forecasting chain. If
there is a delay in processing that isnt being
modeled by an activity, it can be modeled
through bundle lag.
Name
Name of the resolution process group.
Resolution Process
Save a Work Queue Flow

At any point while building or modifying the workflow, click Save to make your changes
permanent. When you save the workflow, the system validates the entire work queue
flow. If problems are encountered, the flow is not saved and the errors are reported on
the Errors tab. Correct any reported errors and then attempt to save the workflow
again.
Add or Remove Organizations

If you have access to multiple organizations, use this dialog box to add or remove
organizations, which changes the queues displayed to you.

79
Work Queue Settings
Add a Queue to the Canvas

Drag and drop the queue from the Target Queues list to the drawing canvas, located to
the right of the work pane.
Remove a Queue from the Canvas

You can remove a queue in either Draw Chain or Normal mode. Before removing a
queue, you must remove any chains to which it belongs.
1
Select the queue you want to remove.
Click Remove Queue.

The queue is removed. If the queue belonged to process resolution groups, the
groups are automatically updated. If the queue constituted the sole member of a
group, the group is automatically removed.
Add a Chain
After you have added two or more queues to the canvas:
1
Set the canvas to Draw Chain mode by clicking the Draw Chain icon, located in the
upper right of the canvas (
).
Hover your mouse over the source queue. The canvas highlights the source queue.
Click and drag to the target queue. The canvas highlights the target queue and
draws a directional chain that represents the workflow relationship between the
queues.
Remove a Chain
You can remove one or more chains in either Draw Chain or Normal mode. To remove
one or more chains, select the chain(s) you want to remove and then press the DELETE
key on your keyboard. To select multiple elements, hold down the CTRL key.
Convert a Chain to Multi-Chain

1
Select an existing chain and the click Convert to Multi-Chain.

The system adds a blue diamond-shaped icon to the chain.
From the diamond-shaped icon, draw a chain to a new queue to complete the
multi-chain.

80
Work Queue Settings
Create a Resolution Process Group

1
Select two or more existing queues on the drawing canvas. To select multiple
elements, do one of the following:
Hold down the CTRL key and click each element.
OR
Click and drag across the canvas to selection box encompassing multiple
elements.
Click Create Process.

The process group is created.
On the Properties tab, assign a meaningful Name to the process group.
Remove a Resolution Process Group

1
In the Resolution Processes list, select the process group you want to remove.
Click Delete Process.

The process group is delete.
Change a Queues Membership in a Process Group

1
Select a queue on the drawing canvas.
Double click the Member of Process value on the Properties tab.

A list of resolution process groups displays, which includes the queues current
membership.
Adjust the membership as required.
Do one of the following:
To save your changes, click OK.
To discard your changes, click Cancel.
Export Chains
Exporting one or more chains creates a CSV (Comma-Separated Values) file that defines
the workflow definition.
1
Click Export....
The Export dialog box is displayed.
Provide the following export parameters:
Destination File: Location and name of the export file you will create. The file
name must have an extension of CSV.
Include Parent Chains: If your site is licensed for distributed multi-site
scheduling, you can elect to include distributed or virtual queues.

81
Work Queue Settings
To export the workflow, click Export.
To cancel the export, click Cancel.
Import Chains
Importing one or more chains enables you to define the workflow chain(s) in a CSV file
and then import the definition into the work queue flow editor. Use of column headings
in the CSV file is optional.
Import File Format
Column
Description
Is Multi-Chain
Yes or No to indicate if the row is part of a multi-chain

element or is a single chain element.
Source
Source queue name for the chain.
Target
Target queue name(s) for the chain. To designate multiple

target queues, each queue should be delimited by a
semicolon, e.g., "Queue1;Queue2;Queue3".
Source Event
Defines the event from the source queue that will cause
the work item to flow from the source queue to the target
queue. Use one of the following values:
Target Event
Arrival
Check-in
Check-out
The work event arriving at the target queue from the

source queue. Use one of the following values:
Proportion Type
Arrival
Check-in
Check-out
The type of work considered when calculating workflow

from one queue to another. Use one of the following
values:
Fixed Allocation
Forecast History Period
Relative Period
Proportion Period
Number of weeks considered when calculating workflow

from one queue to another.
Proportion
The volume of work that should flow from the source

queue to the target queue. Use an integer between 1 and
100.

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Work Queue Settings
Column
Description
Bundle Size
This field is applicable if employees working on items in

the source work queue check in items but the items arent
sent to the employees working on the target work queue
until the required bundle size is reached. When used, the
bundle size must be greater than zero.
Lag (Hrs:Mins)
Delay in the creation of the forecast for target queues in a

linked queue forecasting chain. Use integer values
formatted as HH:MM.
The following logic applies to chain import:
Queues are matched based on Source and Target queue names.
Source queue should be a member of the currently selected organization.
Target queue can be any queue that is defined in Target Queue List of the queue
workflow editor.
If Target queue is not currently listed in the organizations Target Queue List, use
the queue workflow editor to add the queues parent organization to the context of
Target Queue List.
To import chains:
1
Click Import....
The Import dialog box is displayed.
Provide the following import parameters:
Destination File: Location and name of the CSV file you will import, which
adheres to the specifications above.
Has Column Header Line: Select if your CSV file has a header row; clear if no
header is used in the file.
Preview Import: Select to view an preview of the import chain results; clear if
you do not wish to preview the import.
Delete Existing Chain in Organization: Select to replace the existing chains
in the workflow with the chain definitions in the CSV file; clear to add the chain
definitions to the workflow.
To continue with the import, click Import.

The system validates the data found in the CSV file and reports any errors
detected. If you wish to continue with the import despite the errors, click
Continue Import. Otherwise, click Cancel, correct the errors found in your
CSV file, and try the import again.
If you requested to preview the import, you will see how the system mapped the
data found in the CSV file to the imported chain(s). If you are satisfied with
mapping of your CSV values, click Continue Import. Otherwise, click Cancel,
adjust your CSV file, and try the import again.
To cancel the import, click Cancel.

83
Work Queue Settings
Arrival Patterns
Use the Arrival Patterns tab to view and edit the patterns that have been created. The
Operations Arrival Processing adapter can be configured to use an arrival pattern
defined here to convert ARRIVAL VCT Events into volumes by applying the arrival
pattern to the sum of ARRIVALS over a defined window. The purpose of the arrival
pattern is to be a close representation of the distribution of intraday work to be done.
From this tab, the following options are available from the options displayed in the lower
right of the pane:
Import Click this option to import a new pattern.
CreateClick this option to manually create a new pattern.
EditSelect an existing pattern and click this option to change the pattern's
settings.
DeleteSelect an existing pattern and click this option to delete the pattern.
Importing Arrival Patterns

Clicking the Import button opens a page that allows you to import a pattern created
from information contained in an external source file. The fields in the source file can
be delimited either by Tab characters or commas.

84
Work Queue Settings
The page contains two areas:
File Setup
Use the fields in this section to specify the following:
Field
Description
File to Import
The path and name of the external file to be imported.
Name
The name assigned to the pattern.
Alignment Date
The date the pattern was created.
Duration (in days)
The number of days for which the pattern applies.
Delimiter
Use the drop-down menu to select either Tab or Comma as the

field delimiter used in the file.
Field Name and Column Number

Use the Field Name checkboxes and Column Number fields to specify the fields to be
imported, as follows:
Checkbox or Field
Description
Date
Used to identify the column in the external file that contains the
date.
Time
time.
Weight
Specifies the percentage allocation for each 15-minute interval.
Column Number
Specifies the order (1, 2, 3, etc.) in the external file of the date,
time, or weight column.

The following fields can be edited:

85
Field
Organization Activities Settings
Description
Name
A pattern name that you assign.
Description
A description of the pattern. This field is optional and provided

for your convenience.
Alignment Date
The starting day of week of the pattern. It is recommended

that you select a date in history prior to or coinciding with the
oldest import date.
Duration (in days)
Default frequency of
import
The frequency with which you are running the Operations

Data Management adapter. Typically, the Operations Data
Management adapter is run at the end of the day, in which case
this parameter should be set to one day. If you are running the
adapter every three hours, it should be set to three hours.
Daily Pattern
The quarter-hour distribution percentage of the pattern.

Use these pages to set up and use activities and activity types, to create special
activities, to map adhering activities to each other, and to map activities and data source
reason codes.
The next section introduces and defines activities, special activities, and activity types.
Introducing Activities, Special Activities, Activity Types, and

Adherence
Activities are the basic building blocks of Workforce Management. They specify the
scheduled work as well as the actual work. When employees log onto the system and
perform any kind of work, activities specify the scheduled work and capture the
employees adherence to their schedules.
Activities
Activities represent work that employees can perform. Each activity has a name, a
description, a setting specifying if the activity is paid, a color, a code, a tolerance, and an
activity type.
If an activity is marked as paid, any time an employee logs into this activity, the
resulting entry will also be marked as paid. A manager can override the paid/unpaid
status of any time entry on the Day Details page.
The color and code of an activity are used to display schedules and time records on
the Calendar, Schedule Viewing screens, Adherence screen, and other screens.
An activitys tolerance specifies how long an employee can be out of adherence to a
scheduled activity before an exception appears. For example, the Phone activity is

86
assigned a tolerance of 5 minutes. An employee is scheduled to log onto the Phone

activity at 9:00 a.m. Instead, he logs on at 9:05 a.m. He was not adhering for 5
minutes and the tolerance is 5 minutes, so no adherence exception will be
displayed. However, if the employee logged in at 9:10 a.m., the full 10 minutes from
9:00 a.m. to 9:10 a.m. would show up as an exception.
Finally, every activity must have an activity type.
Special Activities
A special activity is a default, system-defined activity defined at either the System
organization or Root organization and which has a special meaning in the system. You
must be licensed to use special activities.
The use of special activities enables you to override certain activity attributes for certain
activities at the organization level. Use of special activities is particularly useful for call
center service providers, which can customize an activity for an organization without
affecting that organizations siblings.
You can override all properties for only one special activity: Vacation. In other words,
the Vacation activity can be replaced completely with a different activity from the
organization.
The following other special activities can be partially overriden (only two attributes per
activity can be overriden):
Unknown Activity
Shift/Overtime Gap
No Activity
Voluntary Time Off
Coaching
Learning Break
The attributes that can be overriden for the above activities are:
Adherence Tolerance Minutes
Maximum Time In Activity
Both the fully- and partially-overridable activity settings automatically flow down to
child organizations.
Activity Types
Activity types are folders that contain similar activities; they make selecting an activity
easier for My Time users. Each activity type has a name, a description, and a setting
specifying whether or not My Time users can see this activity type.

87
Workforce Management comes preconfigured with the following activity types:
Absence Activities (such as vacation or jury duty)
Assigned Work Activities (such as phone or research)
Desktop Monitoring (if included in your license)
Learning Activities
Planned Events (such as training or a staff meeting)
Shift Events (such as lunch or a coffee break)
For example, Assigned Work Activities could contain the Phone activity and the
email activity. It should be marked visible to My Time users since employees are
expected to log into these activities through the My Time module.
Absence Activities might contain the Sick activity and Jury Duty activity. This activity
type would be marked as not visible to My Time users as employees are not expected
to log into the Sick activity. Instead, managers would create records containing the
Sick activity when an employee calls in sick.
Viewing Activity Types

Use the Activity Types tab to list the Activity Types for each organization. Each activity
type serves as an organizer for activities. They are used to make selection of activities
simpler in other parts of Workforce Management.
Activity types can be added and modified here, or in Forecasting and Scheduling.

88
Workforce Management comes preconfigured with the following activity types:
Absence Activities (such as vacation or jury duty)
Assigned Work Activities (such as phone or research)
Desktop Monitoring (if included in your license)
Learning Activities
Planned Events (such as training or a staff meeting)
Shift Events (such as lunch or a coffee break)
To create an activity type:
1
Select the activity type in the right pane.
Click Create Activity Type. The Activity Type Details window is displayed.
Fill in as appropriate the fields described in the following table:
Field
Description
Owner Organization
Name of the organization to which the Activity Type is

assigned.
Name
Name of the Activity Type.
Description
Description of the Activity Type.
Visible in My Time
Specifies if the activity type is visible to users of the My

Time section.
Time Off With Accrual
Check this option to enable time off accrual for all

activities created under this activity type. This setting is
applicable to time off activities only.

89
Field
Description
Schedule of Accrual
This setting determines the period at which hours are

accrued for the activity (Daily, Weekly,
Semi-Monthly, Monthly, Yearly).
If the Accrual Schedule is set to Monthly, hours are
accrued at the start of each month, based on the
specified accrual day of the month.
Accrual Policy
This option affects the calculation of accrued time off

hours until the next accrual schedule, and can be set for
an activity type or individual activity.
As an illustration, if an employee joins on 1st March
2009 and that employee's accrual schedule is 12 hours
per year accrued on 1st Jan, the accrued hours until the
next accrual schedule will change, based on the which
of the following options is selected:
Allot all hours on start date: All 12 hours will be
allotted to the employee immediately, even though
the employee was not in the organization on 1st of
Jan 2009 and 12 hours will be accrued on Jan 1st
2010. This option is the default when an activity or
activity type is created (activities that follow the
older model of employee time off hours should use
this option).
Allot prorated hours on start date: Nine hours

will be allotted to the employee based on the fact
that nine months are left until the next accrual
schedule; 12 hours will be accrued on Jan 1st 2010.
Earn all hours on next accrual schedule: No

hours are allotted on the start date; the employee
will accrue 12 hours on Jan 1st 2010.
Earn prorated hours on next accrual schedule:

No hours are allotted on the start date; the
employee will accrue nine hours on Jan 1st 2010
having worked for nine months at the time of
accrual.
(The accrual rate can be set for each employee
individually from the Profiles tab of the User
Management module.)
Click Save to create the activity type and return to the Activity Types page.
Click Cancel to abandon any changes you made and return to the Activity Types page.
Click Revert to undo any unsaved changes on the page
To edit an activity type:
1

90
Click Edit Activity Type.
Change the settings for the Name, Description, and Visible in My Time
parameters as desired.
Click Save to save your changes and return to the Activity Types page.
Click Cancel to abandon any changes you made and return to the Activity Types page.
Click Revert to undo any unsaved changes on the page.
To delete an activity type:
1
Click Delete Activity Type.
Click OK to delete the Activity Type, or Cancel to return to the Activity Types page
without deleting the Activity Type.
Viewing Activities
Use this tab to list the activities for each organization. Activities represent types of work
an employee can perform. Activities are added and modified here, or in Forecasting and
Scheduling.
NOTE
If you have used special activities to override the properties for any time-off
activities, the override value will be displayed. However, override values are not
identified on this page.

91
To create an activity:
1
Click Create Activity. The Activity Details window is displayed.
Fill in the fields described in the following table as appropriate:
Section
Field
Description
Activity Details
Owner Organization
Name of the organization to

which the activity is
assigned.
Name
Name of the activity.
Description
Description of the activity.
Activity Type
The Activity Type to which

this activity belongs.
Paid
Specifies if the activity is

paid.
Color
The color used to display

schedules and time records
on the Adherence page.
Activity Code
The code used for displaying

the activity.
Time Off
Whether this activity can be

used for time off.
Media
The media to which this

activity is mapped.
Work Queue Hopping
Displayed if you are licensed

for queue hopping. Check
this box only if the activity
can be used for shifts and the
activity is linked to one or
more media. The media are
used as a filter for the types
of queues that can be linked
to the activity. You must also
assign one or more queues to
a queue hopping activity.
Work Queues
Displayed if you are licensed

for queue hopping. Allows
you to select those queues to
assign to the queue hopping
activity, as mentioned
previously.

92
Section
Field
Description
Scheduling Usage
Use in Shift (Primary Activity)
Specifies if the activity can

be used in a shift.
Use in Shift Event

be used in a shift event.
Use in Calendar Event

be used in a calendar event.
Unavailability

be used in an unavailability.
Resource Constraint
Specifies the maximum

number of employees that
can be working this activity
at the same time.
Cell Group Size
Specifies a number by which

the number of employees
working this activity at the
same time must be divisible.
Can be Scheduled Within a Shift

from Another Campaign

be scheduling within a shift
from another campaign.
Used in Request

be used in a request.
Request Management Usage

93
Section
Field
Description
Time Off With Accrual
Specifies if a time-off activity

has been specified as having
an allotted number of hours
per week or per month for
the owner organization.
Schedule of Accrual
This setting determines

the period at which hours
are accrued for the
activity (Daily, Weekly,
Semi-Monthly,
Monthly, Yearly).
If the Accrual Schedule is set
to Monthly, hours are
accrued at the start of each
month, based on the
specified accrual day of the
month.
Accrual Policy
This option affects the

calculation of accrued
time off hours until the
next accrual schedule,
and can be set for an
activity type or individual
activity.
As an illustration, if an
employee joins on 1st
March 2009 and that
employee's accrual
schedule is 12 hours per
year accrued on 1st Jan,
the accrued hours until
the next accrual
schedule will change,
based on the which of
the following options is
selected:

94
Section
Field
Description
Allot all hours on

start date: All 12 hours
will be allotted to the
employee immediately,
even though the
employee was not in the
organization on 1st of
Jan 2009 and 12 hours
will be accrued on Jan
1st 2010. This option is
the default when an
activity or activity type
is created (activities that
follow the older model of
employee time off hours
should use this option).
Allot prorated hours

on start date: Nine
hours will be allotted to
the employee based on
the fact that nine
months are left until the
next accrual schedule;
12 hours will be accrued
on Jan 1st 2010.
Earn all hours on next

accrual schedule: No
hours are allotted on the
start date; the employee
will accrue 12 hours on
Jan 1st 2010.
Earn prorated hours

on next accrual
schedule: No hours are
allotted on the start
date; the employee will
accrue nine hours on
Jan 1st 2010 having
worked for nine months
at the time of accrual.
(The accrual rate can be set

for each employee
individually from the
Profiles tab of the User
Management module.)

95
Section
Field
Description
Activity Manager Usage
Adherence Tolerance Minutes
The number of minutes an

employee can be out of
adherence in the scheduled
activity before an exception
is created. This Out of
adherence exception will
show on the Adherence
page and will create an Out
of adherence alert for that
scheduled activity if an
applicable alert rule has been
defined and enabled.
Maximum Time In Activity
The maximum amount of

time an employee can remain
in the recorded/actual
activity before a Too long in
activity exception is created.
The Too long in activity
exception will show in the
Quick View tab.
Who Is In State
Specifies the state that the

activity represents for the
Who Is In display.
Scorecards Source Measure
Only shown if you are

licensed for Scorecards. A
source measure reflects a
type of measurement used to
evaluate a person's or an
organization's performance.
To make analyzing activity
data more practical and
meaningful for Scorecards,
activities are mapped to a
smaller group of source
measures. This field specifies
the source measure to which
the activity has been
mapped.
Scorecards Usage
To edit an activity:
1
Select the activity in the right pane.
Click Edit Activity. The following window is displayed.

96
To copy an activity:
1
Click Copy Activity.
Select the organization(s) to which you want to copy the information.
Click Copy to Selected Organization(s).

97
Viewing Special Activities
To delete an activity:
1
Click Delete Activity.
Click OK to delete the activity, or Cancel to return to the Activities page without
deleting the selected activity.

Use this tab to define override properties for special activities for the currently selected
organization. A special activity is a default, system-defined activity defined at either the
System organization or Root organization, which has special meaning in the system.
Note:
You cannot define special activity overrides for the root organization. You
must select a subordinate organization to use this page.
To define properties for special activities, complete the fields as described in the
following table, and then click Save.
To discard any changes you have made on the page, click Revert.

98
Section
Field
Description
Vacation
Vacation
Lists all time-off activities for the currently

selected organization as well as the parent
organizations vacation activity. By default, the
item selected is the inherited vacation activity.
Note that the only inherited activity available is
the vacation activity defined for the parent
organization. Any other time-off activities listed
are only those defined at the currently selected
organization. You cannot use time-off activities
defined for a parent organization unless it is
designated as the vacation activity.
When you select a time-off activity, all vacation
properties are overridden with the values defined
for the selected time-off activity. The overrides
also apply to all child organizations.
No Activity
Adherence Tolerance
Minutes
The number of minutes an employee can be out of

adherence in the scheduled activity before an
exception is created. This Out of adherence
exception will show on the Adherence page and
will create an Out of adherence alert for that
scheduled activity if an applicable alert rule has
been defined and enabled.
Unknown Activity
Maximum Time in
Activity
The maximum amount of time an employee can

remain in the recorded/actual activity before a
Too long in activity exception is created. The
Too long in activity exception will
show in the Quick View tab.
Select unlimited to disable this feature.
Shift/Overtime
Gap
Adherence Tolerance
Minutes

Maximum Time in
Activity

Too long in activity exception will
show in the Quick View tab.

99
Section
Field
Description
Voluntary Time Off
Adherence Tolerance
Minutes

Maximum Time In
Activity

Too long in activity exception will show in the
Quick View tab.
Learning Break
Adherence Tolerance
Minutes

Maximum Time In
Activity

Quick View tab.
Coaching
Adherence Tolerance
Minutes

Maximum Time In
Activity

Quick View tab.

100
Chapter 4
Working with Adherence

Adherence is a measure of how well employees scheduled activities match their
real-time activities.
The following graphic shows how employee state information is generated and flows
through the Workforce Management solution to create time records and adherence data.
First, the employee presses a button on their phone set, or automatically enters a
particular phone state. (An example of an automatic phone state is when the employee
is sent a call and starts talking.) The employee state is passed to the Automatic Call
Distributor (ACD).
The ACD then sends an event code to Integration Server. This code includes a date and
time stamp, the employees data source ID, and a 2-part employee state code,
consisting of the Event Mode and Event Reason.
Chapter 4 - Working with Adherence
Mapping Employees to Data Sources
The Event Mode and Event Reason combinations are identified in the Reason Codes tab
of the Data Sources section of the System Management module, and given a Reason
Code name.
Reason Code names are mapped to Activities on the Time Collector Mapping tab of
the Activities section of the Organization Management module. The activity that
corresponds to the code received is created as an actual activity in a Time Record for the
employee whose Data Source ID was received with the code.
The Workforce Management solution then compares the actual activity and the
scheduled activity. If they are the same activity, or if they are mapped on the
Adherence Mapping tab of the Activities section of the Organization Management
module, the employee is considered In Adherence. Otherwise, an exception is
generated.
As an administrator, you can:
create and edit the association (mapping) of employees to data sources (Using the
Agents Tab, page 102)
create and edit reason codes (Creating and Editing Reason Codes, page 105)
map reason codes to activities (Mapping Reason Codes to Activities, page 108)
create adherence mappings, that is, selecting alternate activities that are
considered in adherence when an employee is scheduled for a particular activity
view adherence

You can create and edit the association (mapping) of employees to data sources in
several ways:
within Forecasting and Scheduling (refer to the section in the Workforce

Management Schedulers Guide on Employee Grid Fields, in the chapter on
organization mode tasks, for additional information)
using the Data Sources container of the Profiles tab of the Employees section of
User Management module.
on the Agents tab of the Data Sources section of the System Management
module
Using the Agents Tab

Use the Agents tab of the Data Sources section of the System Management module
to view agents assigned to a data source. Click the top of a column to sort by that
column.

102
You can add mappings and edit exist mappings.
Adding and Editing Employee Mappings

You can add employee mappings to associate (that is, map) one or more selected
employees to a selected data source. You can map employees to external IDs, such as
Agent ID or Extension ID. The external IDs for mapping are based on the data source's
setting for Seating Arrangement and the type of data source.
You can also search for and filter employees if you have a large number of employees.
To add employee mappings:
1
Select a data source at the left side of the page.
Click Add Agent Mapping. The Select Agent window displays:

103
Select those employees you want to map. You can select employees using the
following methods:
Selecting one or more displayed employees, and then clicking Select. (You can
select multiple employees. Click an employee's name and then use the Shift key
to select a contiguous range, or the Ctrl key to select non-contiguous
employees.)
Clicking Select All or Select None to select all or deselect all employees
respectively.
Typing the employee's name or a few letters of the name in the Find area,
selecting a filter from the View area, and then clicking Go to find an employee.
Click Add.
The pop-up window closes, and the main screen refreshes to display a screen where you
can create or edit mappings for the employees you selected.
To edit employee mappings:
1
Select a data source at the left side of the page.
Select an employee from those listed on the right side of the page.
Click Edit Agent Mapping.

Based on the setting of Seating Arrangement for the data source on the Settings
tab of the Data Sources section of the System Management module, a page is
displayed, labeled one of the following:
Create/Edit association between agent and agent ID
Create/Edit association between agent and extension
Create/Edit association between agent, agent ID and extension

104
Creating and Editing Reason Codes
Create/Edit association between agent and network login ID
This page allows you to edit the mappings and associations for the employees you
selected.
NOTE
As mentioned previously, you can also create and edit these mappings on the
Profiles tab of the User Management module.
The data portion of the page is in tabular format, with the following columns:
Column
Description
Employee Name
The name of the employee(s) you previously selected.
Organization Name
The organization to which the employee belongs.
Agent ID
The data sources with which the employee can be

associated. This column is not displayed if the Seating
Arrangement setting is Free Seating or Hybrid, nor
for LAN data sources.
Extension
The interval at which the adapter tests that the devices

are still valid and monitored. This column is only
displayed for PBX/ACD data sources, when the Seating
Arrangement setting is Fixed or Hybrid.
Network ID
The user's computer login ID. This column is only

displayed for LAN data sources.
Place the cursor in the field to be edited.
Type the required information, whether Agent ID and/or Extension, or Network ID.
Click Save.

Use the Reason Codes tab of the Data Sources section of the System Management
module to view, create, edit, and delete reason codes, which are assigned to activities.
Reason codes are two part codes that consist of an Event mode and an Event reason.
Time Collection reason codes are the codes that a data source, typically an ACD, sends
to the Workforce Optimization Solution when an employee logs in, logs out, or changes
state. My Time reason codes are the codes that the Workforce Optimization Solution can
send to a data source, typically an ACD, to change the state of employees phones.
Terminology varies among ACD vendors but the Event modes are often referred to as
states, events, or modes on the ACD.

105
Event Reason values are dictated by the data source. Consult the data source
documentation to determine the correct values. The Event Reason UNAVAILABLE
means that no Event Reason will be sent to or received from the data source for that
particular Event Mode.
The Shift Operation column determines the impact the reason code has on the shift.
For example, some sites have several reason codes for Logoff. When an event that is
marked as End Shift is received, the system closes the shift.
NOTE
Each set of reason codes should have at least one reason code with a Shift
Operation of End.
To create a new reason code:

1
In the left pane, select the data source the reason code will belong to.
Click Create Reason Code. The Data Source Reason Codes page opens.

106
Type the name of the reason code.
Type the Event Mode.
Type the Event Reason.
Select the reason code's Shift Operation from the drop-down list.
Click Save. The reason code is listed in the left pane.
To edit an existing reason code:

1
In the left pane, select the data source the reason code belongs to.
In the right pane, highlight the reason code you want to edit.
Click Edit Reason Code. The Data Source Reason Codes page opens with the
reason codes current data.
Make any desired changes and click Save.
To delete a reason code:

1
In the left pane, select the data source the reason code belongs to.
In the right pane, highlight the reason code you want to delete.
Click Delete Reason Code, then confirm the deletion.
Uploading Mappings from a File

To ease the process of creating reason code definitions, you can upload the definitions to
the server from a text file by clicking Upload From File.

107
Mapping Reason Codes to Activities
The file is delimited, using either commas, semi-colons, or tabs as field separators, and
can have any file extension, such as .txt, .csv, etc.
The file should contain the following:
1
A header line.
The header line is identified by the comment character at the beginning of the
line.For example:
#ReasonCode_Name Event_Mode Event_Reason Purpose
ShiftOperation
By default, the comment character is #, but you can specify a different character.
The definition of the reason codes.

The following parameters can be provided for each reason code:
a. Mandatory fields:
Namea unique name for the reason code
Event Modethe main employee state mode code
Event Reasonthe secondary employee state mode code
b. Optional field:
Shift operationUse the drop-down menu to select either End or None.
For example:
Login, 1101,0, ,None
Not-Ready, 1103,0,,End

Use the Time Collector Mapping tab of the Activities section of the Organization
Management module to view, edit, and delete Time Collector Mappings for each
organization's activities. Time Collector Mappings let you map the reason code of a data
source with an organization's activities.

108
This page displays all the possible combinations of Activity and Reason Code by Data
Source. Where a mapping exists, all of the columns have values. Dashed lines denote
either an unmapped Activity or an unmapped Reason Code. If the Activity column has
dashes, the line denotes an unmapped Reason Code, and vice versa.
NOTE
If you are using data sources that are scoped by organization, the Data Source
selector is limited to data sources that are associated with the selected
organization and its ancestors, as well as those data sources of types that are not
configured with a data source. Children of displayed parent data sources are still
displayed, even if the organization association is not in scope.
Reason codes are established on the Reason Codes tab under Data Sources in the
System Management module. See Creating and Editing Reason Codes on page 105.
Click the top of any column to sort by that column. Click again to reverse the sort order.
The Edit Time Collector Mapping button is always enabled, but its results depend on
what you have selected:
Where the Activity column of a row contains dashes, denoting an unmapped Reason
Code, you can map the Reason Code.
If the row denotes an existing mapping, the results of the edit operation depend on
the currently selected organization and the organization where the existing mapping
is defined.
Equal organizations: If the currently selected organization and the

organization where the mapping is defined are the same, the activity selected
from the edit page will replace the previous activity.
Parent-child organizations: If the currently selected organization is a child of

the organization where the mapping is defined, a new mapping will be created
that will be effective for the currently selected organization and its children.
The Unmap Time Collector Mapping button is enabled only for those rows that
denote existing mappings whose activity is owned by the organization that is selected in
the left panel.

109
To edit a Time Collector mapping:

1
Select the activity in the right pane. (You must have the activity's owner
organization selected in the left pane to edit it.)
Highlight the reason code and click Edit Time Collector Mapping. The Time
Collector Mapping Details page opens.
Select the reason codes activity from the Activity drop-down list.
Click Save. The new mapping is listed.
To remove a Time Collector mapping:

1
Select the activity in the right pane. (You must have the activity's owner
Highlight the activity and click Unmap Time Collector Mapping.
Click OK to confirm the deletion.
Uploading Mappings from a File

To ease the process of mapping the reason code of a data source with an organization's
activities, you can upload the mappings from a text file by clicking Upload From File,
which opens the following window:
The file is a comma-separated text file, and can have any file extension, such as .txt,
.csv, etc.
The file should contain the following:

110
Selecting Alternate Activities for Adherence Mapping
A header line.
The header line is identified by the # character at the beginning of the line. For
example:
#ReasonCode_Name Activity_Name
The mapping of the reason code to activity.

The following mandatory parameters need to be provided:
Reason Code Name
Activity Name
For example:
Login, Immediate
Not-Ready, Inactive
Selecting Alternate Activities for Adherence

Mapping
Use this page to list the adherence mapping for each organization's activities. Adherence
mapping lets you select alternate activities that are considered in adherence when an
employee is scheduled for a particular activity. For example, if an activity called Email is
mapped to the scheduled activity Answercalls, employees are considered in adherence
if they are performing either activity.
The page displays the adhering actual activities mapped to the scheduled activities.
Scheduled activities are activities that can be used in shifts, shift events, calendar
events, unavailabilities, or time off.

111
Selecting Alternate Activities for Adherence Mapping
To edit an adherence mapping:

1
Select the scheduled activity in the right pane. (You must have the activity's owner
Click Edit Adherence Mapping. The Adherence Mapping window is displayed.
Highlight the activity to map and click
Click Save. The scheduled activity is listed with the new mapping.
to map it to the scheduled activity.
To map or unmap an activity to other adhering activities:

Highlight the activity and click Edit Adherence Mapping. The Adherence Mapping
page opens.
To add an adhering activity to an existing mapping:
1
page opens.
Highlight an activity to map in the Available Scheduled Activities column and click
to map it to the scheduled activity. Use Shift or Ctrl to select multiple activities.
The mapped activities appear in the Adhering Actual Activities column.
Click Save. The scheduled activity is listed with the new mapping.
To remove an adherence mapping:

1
page opens.
Highlight an activity to map in the Adhering Actual Activities column and click
remove the mapping. Use Shift or Ctrl to select multiple activities.
Click Save. The scheduled activity is listed with the updated mapping.
to
The adherence mapping No Activity is an internal classification used to denote the time
interval between shifts, and is ignored in adherence calculations. For activities such as
Break, there should be no adherence mapping. (The characters -- should appear in the
Adhering Actual Activities column.)

112
Viewing Adherence
No Activity should be explicitly mapped for scheduled activities such as vacation, or

training, where the user is not expected to be logged in.
Viewing Adherence
The Adherence tab of the Adherence section of the Tracking module allows you, as
administrator, to view employee adherence to schedules. The Adherence section allows
you to analyze employee adherence to schedules at any point during the day or to
assess trends and potential problems. By default, administrators only have access to the
Adherence tab. Adherence is a performance assessment tool that lets you analyze
employee adherence to schedules at any point during the day or to assess trends and
potential problems. Out of adherence time periods for the selected day are displayed
next to the employee's name.
Click Legend at the bottom of the Adherence pane to display the types of
activities, the adherence tolerance for each, and exception colors.

113
Viewing Adherence
To view an employees adherence:

1
Select the date and the sort order at the top of the Adherence pane. Click the
refresh button
to display the new date.
Select the employees. Click Select All or Select None, or use CTRL to highlight
multiple employees. Click View to display the employees.
In the right pane, click the expand button

information.
to display an employees adherence
Hovering the cursor over an exception causes a tool-tip style window to appear,
showing the exceptions status and the time range involved. For approved
exceptions, the name of the person who authorized the exception is also shown.
Adherence Details
Use the Adherence tab to view detailed adherence information for the selected
employees:
In the right pane, click the expand button

to display an additional three lines
showing the employees adherence information.The expanded display shows
Scheduled (the employee's scheduled activities), Actual (the employees recorded
activities, and Exceptions (any exceptions recorded, as well as who authorized an
exception (if anyone).
If your site is licensed for Application Analysis, desktop activity information can be
integrated with the adherence information. With the ACD Monitoring license (for nonWFM customers), the desktop activities are reported on the Actual line. With the
Desktop Monitoring license (for WFM customers), a fourth line is displayed on the
Adherence screen to show desktop activities.
In addition, if you are licensed for Desktop Monitoring, you can set the names of the
Actual and Desktop activity lines for the Adherence screen.

114
Chapter 5
Viewing Dashboards
This page allows you to view those dashboards that have been configured by your
system administrator and for which you have view privileges.
A dashboard can show up to three columns, each containing one or more graphic tables.
The drop-down selector at the top right of the page allows you to select which
dashboard you want to see.
Up to three mode buttons can appear to the right of each graph:
View mode (
Chapter 5 - Viewing Dashboards
Configuration Mode
The default mode, which is viewing the graph.
Edit mode (
Allows you to set or change the run-time parameters for a particular graph.
Configuration mode (
Typically this mode button is only shown for administrators and those with privileges
to edit dashboards.
If you have changed the run-time parameters for the graphs on a dashboard, you can
save those changes to a new dashboard, provided that your administrator has enabled
this functionality. To save a new dashboard, click Save As... at the bottom right of the
page. Click Delete to delete the dashboard being displayed. Click Reset to cancel any
unsaved changes and revert to the settings in use before you changed anything.
Configuration Mode
This tab allows you to specify whether the portlet is to be updated according to a
specified schedule, or on demand.
The schedule parameters allow you to specify the starting date for the updates. In
addition, radio buttons allow you to specify whether the updates should occur daily,
weekly, or monthly. Additional parameters allow you to modify the frequency to skip
certain times. For example, you can specify that the update should take place every two
days.
Click Save to save your changes and return to View mode.

116
Chapter 6
Managing Time Off

Workforce Management enables your staff to easily manage and contribute to their own
schedules without impacting service levels. By bringing workforce management to the
desktop, your company can build morale and retention, while allowing your managers to
focus on more critical areas, such as coaching and performance-related tasks.
Using their Web browser, employees can securely:
Create, withdraw, and be wait-listed on time-off requests, even down to portions of

a day.
Set preferences for days off and start times through scheduling algorithms that
balance preferences, develop schedules, and create time-off wait lists that optimize
center and employee requirements.
View schedule and time-off information, with the ability to check the status of time
off, and vacation requests.
As administrator, you can configure time-off management settings to your organizations

needs.
This chapter covers:
Configuring Time-Off Settings, page 118
Setting Time-Off Request Validation Rules, page 122
Setting Organizations Time-Off Pools, page 131
Configuring Auto Processing, page 135
Viewing a Groups Time-Off Activity, page 138
Managing Time-Off Requests, page 140
Chapter 6 - Managing Time Off
Configuring Time-Off Settings

You use the Request Management section of the Organization Management
module to configure time-off settings.
Settings
Use the Settings tab to control how time-off requests, waitlists, time-off allocations,
shift swap requests, shift bidding, and shift requests & changes are handled for a
specific organization.
In addition to the Organization selection pane, the other pane of the Settings page
consists of the following containers:
Employee Workflow Options
Time Off Management Activation
Time Off Accrual
Time Off Calendar Colors
Time Off Management Policies
Shift Bidding (only relevant if you are licensed for the optional Shift Bidding feature)
Shift Bidding Policies (only relevant if you are licensed for the optional Shift Bidding
feature)
Shift Swap
Shift Swap Policies
Shift Requests & Changes
Only the containers relevant to Time-Off Management are discussed in this section.

118

The options in this container affect the actions available to employees as well as what
they can view.
Allow escalation of denied requestsIf checked, employees have an action

button available next to the denied request. This button sends the request to a
manager who has privileges to decide on the disposition of escalated requests.
Show auto processing rules to employeesIf checked, employees can see the
auto processing rules set for their organization in the My Home:My
Requests:Policies tab.
Limit employees schedule viewing to the following organizationsIf
employees have privileges to view group schedules, the list of organizations entered
here determines which schedules are shown to the employees.

The following options can be used to determine if managers are able to manage
requests.
Activate Manager WorkflowCheck this box to enable managers in the selected

organization to view and act on Time Off Requests from their employees. It also
enables managers to access the Time Off Calendar.
Activate Employee WorkflowCheck this box to enable employees in the
selected organization to view, create, and edit Time Off Requests. It also enables
employees to access the Time Off Calendar.
Maximum Allowed Time Off Choice(s) Per Request: Use the up and down
arrows to specify the maximum number of time-off choices that can be made per
time-off request.
Time Off Year

The settings in this container specify whether the system considers the employee's start
date or a fixed date to determine the boundary of the time-off year when a time off
request is processed. The employee has a new allocation of vacation time every year.
These settings determine how time off accrual behaves in the selected organization. The
container has the following options:
Time Off Year
Employee Anniversary Date: The employees' anniversary date is used as the

accrual schedule for all activities that accrue on a yearly schedule.

119
Fixed date: The specified date is used as the accrual schedule for all activities
that accrue on a yearly schedule.
Accrual Day of Month: The specified day of the month is used as the accrual
schedule for all activities that accrue on a monthly schedule.
Accrual Day of Week: The specified day of the week is used as the accrual
schedule for all activities that accrue on a weekly schedule.

Use this container to customize the colors that appear on the time off calendar. You can
change the colors for one or more of the following:
Available Time Off Hours
Working Holiday
Non-working Holiday
Blackout
Non-operation Day
No Available Time Off Hours
Pending Time Off Day
Scheduled Time Off Day

Use this area to enter text about time off policies and procedures. These policies can
then be viewed by employees.
Shift Bidding
The settings in this container affect how employees can bid on shifts:
Max preference value (1-highest, max -lowest) When an employee creates a

shift bidding request, the preference value helps sort the requests. The
recommended value is 5, but if you expect employees to submit many requests,
they may need more preference granularity.
Max bids per employeethe max number of bids an employee can submit in one
schedule auction (usually a week).
The following scoring factors may be used to provide weight coefficients when
prioritizing shift bidding requests:
Seniority
Rank
Bonus
When you create a scheduled auction for a specific week, you decide whether to use the
scoring system with these coefficients or not.

120
If scoring is used in an auction, the score is calculated as follows:

<Seniority Factor> * <number of months in the company> +
<Rank factor> * <Max Rank - Employee Rank> + <Bonus factor> *
<total accumulated and assigned bonus>
If you don't want to use a particular factor in your scoring, set it to zero.
Shift Bidding Policies

Use this area to enter text about shift bidding policies and procedures. These policies
can then be viewed by employees.
Shift Swap
The settings in this container affect how employees can swap shifts:
Enable Shift SwapTurns on and off shift swap functionality for the whole
organization or branch.
Limit employees' shift swapping to the following organizationsEmployees
can swap only with employees from the organizations listed here.
Disable one-way swapsDisallow swaps where one employee acquires a shift
without giving another shift back.
Allow partial day shift swap requestsEmployees can propose swapping only a
portion of their shift instead of an entire shift, or can propose swapping portions
with more than one employee.
Allow pickup of a portion of a postingEmployees can accept a portion of a
proposed shift swap instead of an entire shift, and can accept portions from more
than one employee.
Maximum number of swap negotiation comments per employee: Specify the
number of swap negotiation comments that can be used in negotiating a shift swap.
In some instances, these comments have been used for purposes other than
shift-swap negotiations; limiting the number of comments can reduce such abuse
and focus the use of such comments on the actual shift-swap negotiation.
Shift Swap Policies

Use this area to enter text about shift swap policies and procedures. These policies can
then be viewed by employees.

The settings in this container determine if employees and supervisors can make shift
requests and changes. You must be licensed to use the shift requests and changes
feature.

121
Setting Time-Off Request Validation Rules
Shift requests and changes can be initiated by employees and supervisors from the
following locations:
Schedule
My
page (employees & supervisors)
Request page (employees only)
Employee
Requests page (supervisors only)
The enablement of this feature depends on the selection of the following items:
Allow
requests for new shiftsEnables employees and supervisors to submit

requests for new shifts.
Allow
requests for changes to existing shiftsEnables employees and

supervisors to submit requests for changes to shifts that have already been
scheduled.
NOTE
If either of these options is selected, the corresponding shift requests and changes
functionality will be enabled. If neither of these options are enabled, the shift
requests and changes functionality will be disabled.
After selecting the shift requests and changes features you wish to enable, use the
following options to determine the feature set provided to users:
Allow requests for regular (non-overtime) shiftsEmployees and supervisors

can create a new shift request.
Allow requests for overtime shiftsEmployees and supervisors can create an
overtime shift request.
Allow requests for regular (non-overtime) extensions before a
shiftEmployees and supervisors can request that additional time be added to the
beginning of an existing shift.
Allow requests for regular (non-overtime) extensions after a
end of an existing shift.
Allow requests for overtime extensions before a shiftEmployees and
supervisors can request that overtime be added to the start of an existing shift.
Allow requests for overtime extensions after a shiftEmployees and
supervisors can request that overtime be added to the end of an existing shift.
Shift Requests & Changes Policies

Use this area to enter text about shift request & changes policies and procedures. These
policies can then be viewed by employees.

Use the Validation tab of the Request Management section of the Organization
Management module to set validation rules.

122
Select the rules you want to use to validate time off, approved time-off withdrawal, swift
swap, shift bidding, and shift requests & changes requests. The validation icon will
appear on both the administrator and employee request pages.
Click Save to save your changes for the selected organization, Save and Apply to
Sub-orgs to save the changes for the selected organization and its child organizations,
or Revert to cancel any changes in progress that have not yet been saved.
Time Off Request Validation Rules

The validation rules for time off requests are listed in the following table:
Icon
Rule and Description

Time off pool has available time off hours.
This rule is violated if the total length of scheduled time off events during
the requested day(s) is greater that the number of hours entered in the
Organization Management:Request Management:Time Off Pools
page. This rule is affected by time off events for all employees in this pool.
Employee has enough time off hours.
This rule is violated if the total length of scheduled time off events for this
employee during the time off year exceeds the yearly allotment entered on
the User Management:Employees:Time Off page. Time Off year may
be either the employee anniversary year or a calendar year, as configured
in the Organization Management:Request Management:Settings
page.
This validation rule takes into account the number of hours accrued by an
employee as of the request target date.
Request complies with filing rules.
This rule is violated if the request submittal date violates at least one of
the filing rules applicable to the requesters organization.

123
Icon

Request avoids blackout days for the Time Off Pool.
This rule is violated if the request covers a day marked as a blackout day
on the Organization Management:Request Management: Time Off
Pools page, in the container Enter Allocated Time Off hours into
calendar and mark blackout days.
Requested time off is not being swapped.
This rule is violated if one or more request choices overlaps a shift that will
be received from a pending shift swap request (state of shift swap request
is either pending, in negotiation or escalated).
Scheduled calendar event activities that the request avoids.
This rule is violated if the requested time off period overlaps with the
selected scheduled calendar event(s):
All
Day Off
Learning Break
Meeting
Project Filing
Supervisor Meeting
Tardy
Training
Minimum duration of the request.
This rule is violated if the request duration (end date - start date) is not at
least the specified minimum. The minimum can be expressed in units of
Minutes, Hours, or Days.
Maximum duration of the request.
This rule is violated if the request duration (end date - start date) exceeds
the specified maximum. The maximum can be expressed in units of
Minutes, Hours, or Days.
Requested time off is for a past date.
This rule is violated any time a request is created for a start date earlier
than the creation date of the request.
Minimum duration of request with a net staffing surplus: <x> percent.
This rule is violated for any time off request that does not satisfy the
minimum required duration with a net-staffing surplus. The minimum
percentage represents the requisite net staffing surplus.
Request complies with employees maximum VTO per day /week.
This rule is violated if approval of the request results in the employee

exceeding his maximum VTO hours per day / week.

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Approved Time Off Withdrawal Validation Rules

The validation rule for approved time-off withdrawal requests is listed in the following
table:
Icon

This rule is violated if the withdrawal request submittal date violates at

least one of the filing rules applicable to the requesters organization.
The validation rules for shift swap requests are listed in the following table:
Icon

Both employees are from the same organization.
This rule is violated if employees are assigned to different organizations.

Both employees are from the same campaign.
This rule is violated if both shifts in a swap do not belong to the same
campaign. They may be in the different campaign-weeks, which would be
OK.
Both employees have exactly the same skills for the active campaign
queue.
This rule is violated if the receiving employee does not have exactly the
same skills as the employee currently scheduled to work the shift.
Both employees have at least same skills for the active campaign queue.
This rule is violated if the receiving employee does not have at least the
Receiving employees with additional skills will not cause a violation.
Both employees have the same proficiencies for the active campaign
queue.
This rule is violated if the receiving employee does not have the same skills
and proficiencies as the employee currently scheduled to work the shift.
Both employees comply with min/max hours.
This rule is violated if, after the swap, at least one of the employees will
not comply with the min/max hours during the corresponding week(s) of
the shift they get and the shift they give away in the swap.
Swapped shifts start on the same organization week.
This rule is violated if the swapped shifts do not fall within the same
organization week.

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Swapped shifts have the same paid hours.
This rule is violated if the total duration of paid time in the two shifts is
different.
Swapped shifts must overlap the exact same portion with scheduled
calendar events and time offs, and not overlap unavailabilities.
This rule is violated if:
calendar events, which may or may not be inside a shift, do not

overlap the exact same portion of the swapped-in shift
time off events, which may or may not be inside a shift, do not overlap
the exact same portion of the swapped-in shift
any unavailability type event will overlap with the swapped shifts as
the result of the swap
Swapped shifts will overlap scheduled calendar events that must occur
during a shift.
This rule is violated if calendar events, which have to be inside a shift, fall
outside of shifts as the result of the swap.
Partial Shift Swap: Minimum duration of the shift that can be swapped:
<x> Minutes/Percent.
This rule is violated if the duration of the swapped shift is less than the
specified duration.
Partial Shift Swap: Minimum duration of the shift to leave after pickup:
This rule is violated if the remaining shift duration after the swap is less
than the specified duration.
Partial Shift Swap: Maximum shift duration allowed: <x> minutes per
Organization Day/Rolling 24 Hour Period.
This rule is violated if the total shift duration as a result of the swap is
greater than the specified maximum. This rule can be applied in 2 ways:
1
For organization day: the shift duration will be calculated using the
organization day boundaries.
For a rolling 24-hour period: the rule will consider a rolling 24-hour
period before and after the shift for the duration calculation.
Partial Shift Swap: Activities that cannot be included in the swap:
<activity name(s) from drop-down>
This rule is violated if the swap includes any of the specified activities.

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Partial Shift Swap: Gap should be between <x> and <y> minutes, or at
least <z> minutes.
This rule is violated if the gap created as a result of the swap is outside the
specified range, or if the gap is less than the specified duration. If both the
range and the minimum are specified, the rule will be violated only if both
the conditions are violated.
Partial Shift Swap: Maximum overlap with an existing shift: <x> minutes.
This rule is violated if the overlap with an existing shift caused due to the
swap is greater than the specified duration.
Maximum consecutive working days allowed.
This rule validates for the maximum consecutive working days (as
specified in the Scheduler Options container from Organization
Management:Organizations:Organization Settings) before and after
the start of a shift for all types of shift swap requests (two way swap, one
way swap and partial swap requests.)
This rule only checks the start of shifts (not the end dates).
For example, if the maximum consecutive working days count is set to
three, and Employee A is requesting a one way shift swap from 1/4 to
1/14, then the rule would validate if this shift swap would violate the
maximum consecutive working day count for shifts from 1/1 to 1/7, and
for the period from 1/11 to 1/17.
Minimum required time gap between consecutive shifts.
This rule validates the minimum time between the end of a first shift and
the start of the next shift for all types of shift swap requests (two way
swap, one way swaps, and partial swap requests.)
The validation rules for shift bidding requests are listed in the following table:
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Employee's schedule complies with min/max hours.
This rule is violated if the requested schedule does not comply with the
employees min/max hours for the week of the auction.
Employee has the same skills as required for the selected schedule.
This rule is violated if the employee does not have exactly the same skills
as the phantom employee for whom the schedule is generated. Employees
with more skills than required will cause a violation of this rule.

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Employee has sufficient skills for the selected schedule.
This rule is violated if the employee does not have the skills as the
phantom employee for whom the schedule is generated.
Employee's schedule complies with organization hours of operation.
This rule is violated if any of the requested shifts in the shift bid fall outside
of the employee organization's hours of operation.
Shift requests & changes must always adhere to the following rules, which cannot be
configured or altered:
The
published shifts day must match the requested shifts day.
The
scheduled shift at the time the request was submitted must match any published
and unpublished shifts.
shift request cannot be submitted if there is an unpublished shift for the same day.
The configurable validation rules for shift requests & changes are listed in the following
table:
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Minimum duration of request with a net staffing shortage: <x> percent.
This rule generates an alert if the shift change request results in net
staffing falling under the minimum specified percentage for the queue over
any portion of the shift period. Gaps between shifts and extensions are not
included. The minimum percentage must be greater than zero.
Maximum shift duration allowed: <x> minutes per <period from
drop-down>.
This rule is violated if the shift change request causes the shift to exceed
the user-defined shift duration allowed for one of the following periods you
select from the drop-down list:
Organization Day
24 Hour period
Only paid hours are considered (normal shifts, overtime, overtime

extensions and non-overtime extensions). Shift length is not considered.

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Minimum shift duration allowed: <x> minutes per <period from
drop-down>.
This rule is violated if the shift change request causes the employee to fall
under the user-defined shift duration allowed for one of the following
periods you select from the drop-down list:
Organization Day
24 Hour period

Maximum consecutive working days allowed as per organization
Settings.
This rule is violated if the shift change request causes the user to exceed
the maximum number of consecutive working days that has been defined
for the organization.
Minimum required time gap between consecutive shifts as per
organization Settings.
This rule generates an alert if approving the shift change request results in
the minimum time gap between shifts being violated. The time gap is
determined by comparing the start time of the requested shift with the end
time of the preceding shift; in addition the end time of the requested shift
is checked against the start time of the succeeding shift.
This rule generates an error if the shift change request violates filing rules.
Employees schedule complies with min/max hours, including OT
maximums.
This rule is violated if approving the shift change request causes the
employee not to meet or to exceed the minimum or maximum hours
allowed respectively, including the maximum overtime allowed per
day/week.
Employees schedule complies with organization hours of
operation.
This rule will generate an alert if approving the shift change request causes
the employees working hours to fall outside the defined hours of operation
Request does not overlap with a time off event.
This rule will be violated if the shift change request overlaps with a time-off
event.

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Request does not overlap with an unavailability.
This rule will be violated if the shift change request overlaps with an
unavailability.
Request period is published.
This rule will be violated if the shift change requests date and time range
falls outside a published period. If any part of the shift is outside a
published period, the validation fails.
Setting Time-Off Request Filing Rules

Use this page to view and edit request filing rules. Click on the top of a column to sort by
the column. Click again to reverse the sort order.
This table shows the filing rules for time off, shift swapping, shift bidding, and shift
request changes that have been defined for each organization. The following columns
are defined on this page.
ApplyThis column controls whether the rule is applied to the current organization.
The rules of a parent organization flow down to the child organizations. The rules
defined in a parent organization can be optionally applied to a child organization. If
a rule defined in a parent is not applied to a child organization, the rule is not used
for the child organization. It is legal for a grandchild organization to differ with the
child organization. When the checkbox is changed, Save Applied must be used to

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Setting Organizations Time-Off Pools
save changes. When applied settings are saved, the child organizations are changed
to match the parent's applied state. Only the changes are copied to the children.
Request TypeThis column shows the request type, which can be either time off,
approved time off withdrawal, shift swap, shift bidding, or shift request & change
(can be new shift, shift change, new OT shift, and OT shift change).
Which RequestThis column shows the criteria that will be used to determine
which requests are affected by the rule.
When to fileThis column shows when the requests must be filed.
Owner OrganizationThis column shows where the rule was created. A rule can
be modified only if you have selected its owner organization.
Click Save Applied to save the applied checkbox column changes.

Click Create New Rule to create a new filing rule. This button displays a pop-up
window to allow you to select the kind of rule to create. The pop-up window also allows
you to specify whether the changes are to be applied to the selected organization
(Apply to this org only), the organization and its child organizations with no overrides
at the child level (Apply to sub-orgs (no override)), or the organization and its child
organizations with overrides at the child level allowed (Apply to sub-orgs (allow
override)).
Click Copy Rule to copy a selected rule to another organization. It is not necessary to
copy a rule to a child organization because rules flow down to child organizations
naturally. This button is useful when copying a rule to a sibling organization.
Click Edit Rule to modify the selected rule.
Click Delete Rule to remove the selected rule. The rule is removed from the selected
organization and its child organizations.

You use the Time Off Pools tab to allocate the time off that is available to a group
(pool) of employees. For instance, if you specify that 32 hours of time off are allocated
to a pool for a certain day, employees in that pool can be granted requests for time off
for up to a total of 32 hours before no more time off is available.
The initial view of this tab lists all the available time-off pools for the currently selected
organization and its parents in a tabular format, comprising three columns:
Time Off Pool
Description
Owner Organization

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The Create, Edit, and Delete buttons at the bottom of the page allow you create, edit,
and delete, respectively, time off pools.
The Create button allows you to create a Time-Off Pool for the organization selected in
the left pane. Once this Time-Off Pool is created, you can then assign employees from
this organization or any organizations under this organization to the time-off pool.
The Edit button is enabled only when you select a time-off pool that was created in the
organization selected in the left pane. You cannot edit time-off pools from child
organizations.
The Delete button is enabled only when you select a time-off pool that was created in
the organization selected in the left pane. If a time-off pool is deleted, all the time-off
pool effectivity information for employees that pertains to this time-off pool is also
deleted. The employees that belong to the deleted time-off pool are not assigned to any
other time-off pool for the relevant period. Waitlisted requests, if any, are auto
processed again to be approved, denied, or pending, based on the changed scenario.
The View button shows detailed information on the selected time off pool, including:
its owner organization, name, and description
its waitlist settings
allocated time-off hours and blackout days
Creating and Editing Time-Off Pools

This page consists of three containers:
Time Off Pool Details
Time Off Waitlist
Enter Allocated Time Off hours into calendar and mark blackout days: a
calendar allowing you to enter blackout dates

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The Time Off Pool Details container shows the organization for which the time-off
pool is being created (read-only). In addition, it has two fields:
Name Enter a name for the time-off pool in this field.
Description Optionally enter a description of the time-off pool.
Time Off Waitlist

The settings in this container control waitlisting time-off requests:
Enable waitlistsIf checked, requests for time-off that have been denied can be
put on a waitlist, in case another employee withdraws a time-off request that has
been approved.
Enable auto scan of waitlisted requestsAllows you to enable (or disable) auto
scanning of waitlists. Selecting this checkbox enables scanning of waitlists for any of
the following events that lead to changes in the organization's timeoff pool
allotment hours or employee time-off hours.
A change to the time-off pool allocation for an organization
An employee withdraws an approved time-off event
A change to the blackout status of a date
A change in the approved allocation hours of the approved time off when the
schedule has been published
Any changes such as an update, addition, deletion, enabling/disabling auto

processing or auto filing, or validation rules for time off. (Including similar
actions for the parent organizations time-off pool or organizations sharing the
time-off pool allocation hours).
A waitlist scan is triggered on any of the above events. Once a waitlist scan has
been triggered, the waitlisted requests are filtered and sorted according to the date
range and the organizations affected by the triggering event. The auto processing
rule engine then sequentially processes these filtered and sorted waitlisted requests
for approval or denial.
Waitlist sort prioritiesAllows you to specify the sort order priority for the
waitlists. You can select up to three different columns for sorting and computing the
waitlist order for waitlisted requests. The requests are sorted by the first, second
and then third column, with either ascending or descending order, respectively. The
default setting has the first column as Submitted in ascending order. The settings
for the second and third columns are optional.
The following fields can be selected for the waitlist sort order settings:
Seniority
Rank
Submitted (the date the time-off request was created)
Days on Waitlist (the number of days on the waitlist)
Time on Waitlist (the exact time on the waitlist)
Length (for the waitlisted time-off request choice)

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Hours Accounted (for the waitlisted time-off request choice)
Time Off Allocation Hours and Blackout Dates

For days when no time off is allowed, place a check in the checkbox next to the date,
which will make it a blackout date regardless of hours that are allocated. It is also
possible to enter a range of blackout dates.
To use this page:

1
Enter the number of hours allocated for a given date.
Click on a checkbox to mark a day as a blackout day.
Click Save to save your changes.
Click Clear to remove all changes.

Click Revert to undo all changes you have made since the last time you clicked Save.
Click Import to invoke a dialog to upload a file to the server.
To import allocations from a text (.txt) file, create the file using the following format:
<date> <tab> number
where <date> specifies the month, day, and year in your regional format.

134
Configuring Auto Processing
For example, using the regional formats for the United States, where the date is in the
format mm/dd/yyyy:
01/10/2003
50.5
01/11/2003
55
Using German regional format (dd.mm.yyyy), the lines would be:

10.01.2003
50.5
10.01.2003
55
Use a Tab character to separate the date and number. Use a new line for each date.
Convert other formats, such as MS Excel, to text files before importing them.
Setting a Blackout Day Range

Use this window to set/unset blackout dates for a range of days, as compared to the
main screen where each day has to be selected.
Specify the desired range of dates using the Date Range selector.
Click the appropriate radio button to designate the specified range of dates as
blackout days (Set Blackout Days), or click Set Non-Blackout Days to remove
the blackout designation from the specified range of dates.
Click Save.

This table allows you to control the auto-processing rules for time off, approved time off
withdrawal, shift swap, shift bidding, and shift change requests for each organization.

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The following columns are defined on this page.
a rule defined in a parent is not applied to a child organization then the rule is not
used for the child organization. It is legal for a grandchild organization to differ with
the child organization. When the checkbox is changed, Save Applied must be used
to save changes. When applied settings are saved, the child organizations are
changed to match the parent's applied state. Only the changes are copied to the
children.
approved time off withdrawal, shift swap, shift bidding, or shift request and change.
Which RequestThis column shows the criteria that are used to determine which
requests are affected by the rule.
How to Auto-processThis column shows the criteria used to approve or deny a
request.

Click Create New Rule to create a new auto-processing rule for Time Off, Approved
Time Off Withdrawal, Shift Swap, Shift Bidding, or Shift Request & Change. This button
displays a pop-up window to allow you to select the kind of rule to create.

136
The pop-up window also allows you to specify whether the changes are to be applied to
the selected organization (Apply to this org only), the organization and its child
organizations with no overrides at the child level (Apply to sub-orgs (no override)),
or the organization and its child organizations with overrides at the child level allowed
(Apply to sub-orgs (allow override)).
Creating or Editing Auto Processing Rules

When you click Create New Rule or Edit Rule, the page changes to allow you to set
auto-processing rules for an organization. There are multiple versions of this page,
depending on the type of rule you are creating or editing. These screens differ in the top
container and the validation rule names in the bottom container. You can create/edit the
following rule types:
Time off rules
Approved time-off withdrawal rules
Shift swap rules
Shift bidding rules
Shift Request & Change rules.
Type of Request You are Creating Rule ForSelect the type of request or time
frame the rule applies to:
Shift Request & Change typeSelect the type of shift change request to which
the rule applies. Only applicable to Shift Request & Change requests.
Time off typeSelect the type of request using an activity name. If there are no
activities defined at the current organization, the entire page is disabled. Only
applicable to Time Off requests.
All requests of this typeThis rule applies to all requests.
ForThis rule applies only to weekends, a specific day of the week, or to working
holidays. Only applicable to Time Off requests.
For date_rangeThis rule applies only to:
Requests for time off during the indicated period
Requests for withdrawal of an approved time-off requests during the indicated

period
Shift swap requests with shifts within the period
Shift bidding with shifts within the period.

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Viewing a Groups Time-Off Activity
Auto-Processing CriteriaSelect the criteria for automatically approving, waitlisting,

or denying a request.
For Shift Request and Change Rules, if the auto-processing criteria results in a request
that can be both automatically approved and automatically denied, the request will
remain in a pending state subject to manager review and approval or denial.
Approval Criteria:
Do not auto approve any requestsRequests are not automatically approved.

Approve request with no violationsRequests that do not violate any denial
criteria (see below) are automatically approved.
Approve requests violating onlyRequests that only violate denial criteria (see
below) are automatically approved.
Waitlist Criteria
Do not auto waitlist any requestsRequests are not automatically waitlisted.

Waitlist request with at least one violationA request that does not meet one
of the denial criteria listed below is automatically waitlisted.
Waitlist requests violating onlyRequests that only violate denial criteria (see
below) are automatically waitlisted.
Denial Criteria:
Do not auto deny any requestRequests are not denied automatically.

Deny request with at least One ViolationRequests that do not meet one or
more of the criteria listed below are automatically denied.
Deny Requests ViolatingRequests that violate the selected item(s) are
automatically denied.
Click Save to create the new rule.

Click Cancel to abort your changes and return the previous screen.
Click Revert to abort your changes and remain on the current screen.

The Time Off Calendar section of the Request Management module provides an
overview of a groups time off activity in a graphical format.

138
The Time Off Calendar section has the organization structure on the left and the time
off pools on the right.
The display shows two months (current and next).
There are two possible display modes:
View (Time Off Pool)

Select the time off pool and click the view (time off pool view), which displays the
time off pool's activity overview (activities of employees who belong to the time off
pool).
View Organization
Displays the activity of the employees that belong to that organization.
Each day of the month contains three numbers displayed below the calendar date:
hours available
In the View display view, the hours available indicate the total number of time-off
hours allocated for that day to the current time-off pool. This number can be set by
administrators and schedulers in the Request Management section of the
Organization Management module, on the Time Off Pools tab.
In the View Organization view, this value always shows as n/a.
hours pending
The number of time-off hours for that day that have not been approved or denied.
scheduled time off

The number of time-off hours approved for the day.
To change organization, select a different organization in the Selection Pane at the left
side of the page.

139
Managing Time-Off Requests
To select a new date for the calendar display, use the date selector near the top of the
page.
Importing Allocated Time-Off Hours

Click the Import button to open a dialog that allows you to import allocated time off
hours.
The dialog contains the following controls:
File to importEnter file to upload
DelimiterSpecify the separator between the date and hours columns.
Number of lines to ignore at start of fileEnter the number of lines to skip at

the top of the file.
The column order can be specified using the fields in the next section. The first column
is number 1.
DateEnter the column number
HoursEnter the column number
To import allocations from a text (.txt) file, create the file using the following format:
mm/dd/yyyy <tab> number
For example:
01/10/2003 50.5
01/11/2003 55
Use the Tab key to separate the date and number. Use a new line for each date. Convert
other formats, MS Excel for example, to text files before importing them. If there are
syntax errors, they are ignored silently (that is, no error messages are displayed).

The Request Management module allows you to:
approve and deny time-off requests
withdraw approved time-off requests on the behalf of employees
approve and deny withdrawal of approved time-off requests
waitlist denied time-off requests on the behalf of employees
approve and deny waitlisted time-off requests

This module is a component of Time Off Management, which is part of the Advanced
Workforce Management solution.
Time Off Management is an optional addition to the Operational Workforce Management
solution.
Shift bidding is an optional feature available for either the Operational or Advanced
Workforce Management solution.

140
An employee can request time off as one of three different types:

1
Use my time-off hours to schedule my absence (counts as X hours time off)
Schedule around my time-off request if possible (use underlying shifts time

off)
Mark as unavailable and schedule around this time (unavailability request)

Unavailability requests are only available for activities that are requestable and
specified as able to be used for unavailability. If the request is approved, an
unavailability event is created.
Types 1 and 2 behave differently depending on whether a schedule has already been
published for the time that is being requested. Therefore, there are four distinct
possibilities for an employees time off request:
Count as X hours time off when there is no published schedule
Count as X hours time off when there is a published schedule
Use underlying shifts time off when there is no published schedule
Use underlying shifts time off when there is a published schedule
The system considers dates prior to the last published shift assignment for an employee
to be published, and considers time after this to be unpublished.
Here are specific details of how each of the four use cases works:
Count as X hours time off when there is no published schedule

Uses the number of minutes specified for the event, regardless of whether the event
overlaps with any shifts. To determine the number of minutes to be specified when
creating the event from request management, the scheduling engine uses the following
rules:
1
If the time-off event is less than the length of the default time-off length provided
for that employee, the event length is used.
If the time-off event length is equal to or greater than the default length provided
for that employee, the employees default length is used.
If there is no default length specified (the field is null) for an employee, the request
is allowed, but it causes a validation alert stating that the request cannot be
approved.
Once an event is created, if the user edits the number of minutes for an event already
marked as using a specific number of minutes, the current settings of the event are
used regardless of the three points above.
Under no circumstances is an underlying shift used as the basis for calculating the hours
of events that are not marked as use underlying shift.
If this time is scheduled, the scheduler will try to place X hours of paid Shift
Assignments underneath the Time Off.
Count as X hours time off when there is a published schedule

Uses the total paid time in shifts and shift events currently published from the start date
of the request until the end date of the request.

141
Once the event is created, if the user edits the number of minutes for an event already
marked as using a specific number of minutes, the current settings of the event are
used.
Under no circumstances is an underlying shift used as the basis for calculating the hours
of events that are not marked as use underlying shift.
If this time is rescheduled, the scheduler will try to place X hours of paid shift
assignments underneath the time off.
Use underlying shifts time off when there is no published schedule

When the event is created, the following rules are used:
1
If the time-off event is less than the length of the default time-off length provided
for that employee, the event length is used.
If the time-off event length is equal to or greater than the default length provided
for that employee, the employee default length is used.
If there is no default length specified (the field is null) for an employee, the request
is denied.
If the default lengths for the employee are edited, it affects the calculation on
unpublished weeks.
Once the schedule is published, the paid time underlying the time off is used.
If this time is scheduled, the scheduling engine might place any amount of staffing
underneath this time in order to satisfy the employees work rules and meet the service
goals of the campaign.
Use underlying shifts time off when there is a published schedule

Uses the paid time of the overlapping published shifts and shift events. This is true
regardless of any settings the employee might have for default time.
If the schedule is republished, the paid time underlying the Time Off is used.
If this time is rescheduled, the scheduling engine might place any amount of staffing
underneath this time in order to satisfy the employees work rules and meet the service
goals of the campaign.
NOTE
As administrator, you can specify which types of time-off request processing can
be used:
Use my time-off hours to schedule my absence
Schedule around my time-off request if possible
Both
See Managing Time-Off Requests on page 140 for additional information.

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Viewing Requests
Use the Employee Requests section of the Request Management module to view
employee requests. Click on the top of a column to sort by the column. Click again to
reverse the sort order.
Use the date range selector to filter requests by their start and end dates.
To filter out unwanted requests:
In the View field at the top left of the page, select one of the predefined filters or
select Create or Edit to create or edit a filter. Selecting Create or Edit opens the
Request Filter page. Click Help from that page for more assistance.
The All Active filter does not include expired and withdrawn requests of all three types,
or invalid requests of Time Off and Shift Swap type. If you want to view those request
types, you must create a specific filter for those statuses or select the All filter, which
display all the requests for the selected time range.
To show only requests for a specific employee:
In the Find field at the top left of the page, specify the employee's last name then
click the Go button beside it. The employee name criteria is applied on top of the
selected filter.
The columns displayed on the Employee Requests page are determined by the type of
request you are displaying. If you are viewing multiple types of requests at the same
time (the default), you see only those columns that the request types have in common.

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For your reference, a brief description of each column is listed below:

Column
Description
Name
The employees name.
Status
An icon showing the current stage in the request processing, such

as pending, approved, denied. The name of the status is displayed
when you hover the cursor over the icon. The status icons are:
The request has been approved. Below this icon you may
see an additional icon if you have requested withdrawing the
time-off request.
A request to withdraw the approved time-off request

is in progress.

has been rejected.
The request has been denied.

The request has been escalated.
The request has expired.
The request is in negotiation.
The request is invalid.
The request is pending approval.
The request has been waitlisted. (A request that has been
denied can be waitlisted for approval if conditions change.)
The request has been tentatively approved.
The request has been withdrawn.
Type
The type of request: time off, shift swap, shift bidding, new shift, or
shift change.
Submitted
The date on which the request was submitted.
Last modified
The date on which the request was last changed.
Seniority
The employees start date in the company.
Expired
Whether the request has expired (Yes) or not.
Comments
The text of any comments entered by the manager or employee.
Alerts
Icons showing which request validation rules are violated by this

request. The rule name is displayed when you hover the cursor over
the icon. See above for more information on these icons.
Actions
Clickable icons for editing, approving, denying, or other status

changes for the request. See above for more information on the
action icons.

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The following columns are specific to Time Off requests:

Column
Description
Start
The time stamp of the beginning of the requested time off.
End
The time stamp of the end of the requested time off.
Length
The duration of the requested time off.
Hours Accounted
The number of the employees time-off hours involved in the

request.
The following columns are specific to Shift Swap requests:

Column
Description
Time Off Pool
The time-off pool to which the employees belong.
Shift Date
The date on which the shift offered for swap takes place.
Start
The time (in the viewing time zone) when the shift starts.
End
The time (in the viewing time zone) when the shift ends.
Post Expires
The time by which employees expect the swap to be finalized.
Swap Type
Whether the swap is one-way or two-way. (In a one-way swap, one

employee takes over anothers shift without giving one in return.)
Partial Shift
Shows whether the shift swap being proposed is partial. (Shifts can
be swapped either entirely or partially. In a partial shift swap, the
employee can propose swapping only a portion of the shift, or can
propose dividing the shift into multiple portions, each of which can
be swapped.)
The following columns are specific to Shift Bid requests:

Column
Description
Bid Name
The name given by the employee to the request.
Use Points
Whether the employee has chosen to use accumulated bonus

points in this bid.
Rank
The employees rank in the company.
Points
Bonus points are provided to encourage employees to bid on

unpopular schedules. This column shows the number of bonus
points available to the employee.
Bonus
The number of bonus points awarded for this shift.
Score
The calculated score of the shift bidding request. The score weights
the request against other requests for the same shift.
Preference
The preference level selected by the employee for the specific

schedule that is being requested.

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The following columns are specific to Shift Requests & Changes:

The values displayed for shift requests & changes reflect the difference from what was
originally scheduled. For example, if only the shift start time changes then none of the
other columns will display a value. You see the change request(s), not the original shift
settings.
Column
Description
Campaign
The name of the campaign to which the user is assigned during the
start of the request.
Start Date
The start date and time of the request. The date and time includes
any overtime before or after the shift. For requests to change an
existing shift, only the changes are reflected. For example, a
request to extend a shift would only include the extension date and
time, not the already scheduled shift.
End Date
The end date and time of the request.
Shift
The name of the main shift, if any, being requested.
Activity
The name of the main shifts activity, if any, being requested.
Overtime
Displays Yes or No to indicate if the main shift being requested is

overtime.
Ext Before
The name of the extension before shift, if any, being requested.
Ext Before
Activity
The name of the activity for the extension before the shift, if any,
being requested.
Ext Before OT
Displays Yes or No to indicate if the extension before the shift being

requested is overtime.
Ext After
The name of the extension after shift, if any, being requested.
Ext After Activity
The name of the activity for the extension after the shift, if any,
being requested.
Ext After OT
Displays Yes or No to indicate if the extension after the shift being

Filtering Requests
By default, the Employee Requests section of the Request Management module
uses the predefined filter All Active, which does not include expired and withdrawn
requests of all three types, or invalid requests of Time Off and Shift Swap type. In
addition, you can select the predefined filter Active, which display all the requests for
the selected time range.
You can also create your own filters.

146

1
select Create Filter or Edit Filter to create or edit a filter. When you select Create
Filter or Edit Filter, the Request Filter page is displayed.
To create a new filter:

1
In the upper left pane, select the organization(s) to filter. When you select an
organization, all its suborganizations are automatically selected as well.
Select the request type.

The working pane refreshes to display the items relevant to the selected request
type.
All Request Types
Time Off

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Shift Swap
Shift Bid
Shift Request & Change

148
For each item you want to filter by, type a value or make a selection from the
drop-down menus.
The filter criteria available for all request types include:
Criterion
Description
Supervisor
List of available supervisors.
Status
Request status type. The usual set of status types include:

Approved; Denied; Escalated; Expired; Invalid; Pending;
Tentative.
Submitted
Date the request was submitted.
Seniority
Start date for employees associated with the request.
Start-End Dates
Time-off period for time off requests; shift date for shift swap and
The filter criteria available for time-off requests include:

Criterion
Description
Number of Choices
Values are either All or First Only. These are used to specify
whether the selected Start-End Dates apply to all or just the first
time off choice.
Time Off Pool
A drop-down menu allowing you to select a time-off pool to filter

by.
Time-off requests have additional status types:
Waitlist: The employee's request could not be approved, but the manager has
flagged the request as waitlisted. If another employee submits a withdrawal of
approved time off, the waitlisted request might be approved by the manager.

149
Filtering time-off requests with a status of Waitlist changes all the columns on the
Employee Requests page to show columns applicable to waitlists, sorted by predefined
priority settings or by any other listed columns. Only valid waitlisted time-off requests
are listed on the page. The columns displayed include:
Name (name of the employee)

Status (status of the request)
Type (type of request)
Submitted (request submission date)
Last Modified
Start Date (start date for the waitlisted time-off choice)
End Date (end date for the waitlisted time-off choice)
Length (length of request for the waitlisted time-off choice)
Hours Accounted (for the waitlisted time-off choice)
Seniority
Expiry Date (waitlist expiration date)
Priority
Organization Name
Time Off Pool
Added To Waitlist
Days on Waitlist (number of days on Waitlist)
Time on Waitlist (exact Time on waitlist)
Rank
Expired (status if expired)
Comments
Alerts
Actions
Withdrawal Requested: The employee has requested a withdrawal of a

time-off request that was already approved.

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Withdrawal Rejected: The employee's request to withdraw a time-off request

that was already approved has been rejected.
The filter criteria available for shift swap requests include:

Criterion
Description
Type
Shift swap type: One-way or two-way swap.
Skills
Employee skills. (Allows multiple skills to be selected from a

drop-down menu. Use the Ctrl key to select additional skills, and
click the drop-down menu's arrow when your selection is
complete.
The filter criteria available for shift bidding requests include:

Criterion
Description
Preference
Shift preference level.
Day
The day of the week on which the shift falls.
Deadline
The bid deadline (personal or auction deadline).
Rank
Rank of the employee submitting the request.
Points
Points accumulated by the employee.
Bonus
The bonus (if any) assigned to the employee for a particular

auction.
Score
The total score of the employee.
The filter criteria available for Shift Requests & Changes include:
Criterion
Description
Type
The type of custom shift request to display, e.g., New Shift or Shift
Change.
Campaign
The names of the campaigns used to filter the list.
Shift
The names of the shift used to filter the list. You cannot filter by
both Shift and Extension.
Activity
The names of the activities used to filter the list.
Extension
The names of the extensions used to filter the list. You cannot filter
by both Shift and Extension.
Overtime
Select Yes or No to include or exclude overtime requests from the

list.
Click Save As, and then type a name at the top of the pop-up window.
Click Save to save the filter and return to the previous page.

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To edit an existing filter:

1
For each field you want to change, select or deselect an operator and type or select
a value from the list.
To delete an existing filter:

1
From the Filter menu on the upper right, select the filter you want to delete.
Click Delete, and then click OK to confirm the deletion and return to the previous
page.
To show only requests for a specific employee, in the Find field at the top left of the
page, specify the employee's name, and then click the Go button beside it. The
employee name criteria is applied on top of the selected filter.
Customizing the Columns Displayed for Requests

To customize the columns displayed:
1
In the Customize field at the top right of the page, select Edit. The List
Configuration page opens.
Select the desired configuration to edit using the drop-down list.
Move the desired properties from the left pane to the right pane using the arrows in
the middle.
If your license includes Shift Requests & Changes, and you have already created a
filter of that type, additional properties are available for display. These include:
Ext Before
Ext Before Activity
Ext Before OT

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Ext After
Ext After Activity
Ext After OT
Click Save if you are editing an existing configuration setting, or click Save As to
save a new configuration using a new name.
Click Done to exit this window without saving.
Request Alert Email Links

Depending on how alert rules have been configured for time-off, shift-swap requests,
shift bid auctions, and shift requests and changes, employees and their managers may
receive email notification. For those with the appropriate privileges (the employees
involved and their managers, typically), the email contains a link that launches
Workforce Management and displays the relevant request.

You can manage requests either one by one, or as a group.
Managing Time-Off Requests One by One

The icon buttons in the Actions columns allow you to manage pending requests. (If you
do not see the Actions column, you need to customize the display to make sure it is
chosen.)
The available buttons are:
Icon
Usage
Approve the request. The schedule information is updated for Forecasting and
Scheduling, and alerts, if configured, are sent.
Approve a request for withdrawal of an approved time-off request.
Cancel a request for withdrawal of an approved time-off request.

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Icon
Usage
Deny the request.
Edit the request.
Withdraw the request.
Reject a request for withdrawal of an approved time-off request.
Tentatively approve the request.
Requests that have been tentatively approved display the status Pending to the
employees that submitted them, but display the status Tentative to you until you
either confirm the request or publish the schedule.
View the details of the request. A pop-up window opens that provides several
groups of information, each in its own container.
For Time-Off Requests, you see:
Summary Information:
Contains information such as the Employee Name, Time Off Type, and Time
Off Hours.
Alerts Information:
Displays the icons and a description for any failed validations. See the
table beginning on page 156 for additional information.
Time Off Choice(s) Information:

Contains Time Off Choice(s) information associated with the Time Off Request,
such as choice ranking, dates, total duration, number of hours debited against
time off, and choice alerts.
Each possible choice for a time off request is validated independently. For each
failed validation, this area shows the icon and description of the validation,
similar to that described in the previous section on the alerts information.
Status Information:
Contains the modification history (audit trail) of the Time Off Requests.
Be aware that time-off requests that are tentatively approved do change the schedule with
Forecasting and Scheduling. If a scheduler or other person with appropriate privileges then
publishes a schedule with tentative approvals, the approvals change from tentative to
approved. Shift swap requests stay marked invalid.

154
The Alerts column shows you any violations of filing rules for the requests using the
icons in the following table:
Icon
Type of
Rule
Time Off
Time Off Pool has available time off hours.

This rule is violated if the total length of scheduled time-off events
during the requested day(s) is greater than the number of hours
entered in the Organization Management:Request
Management:Time Off Pools page for the time off pool to which
the requester belongs.
Time Off
Employee has enough time off hours.
This rule is violated if the total length of scheduled time-off

events for this employee during the time off year exceeds
the yearly allotment entered on the User
Management:Employees:Time Off page. Time Off year
may be either the employee anniversary year or a calendar
year, as configured in the Organization
Management:Request Management:Settings page.
If your license includes the optional Time Off Accrual feature,
this validation rule takes into account the number of hours
accrued by an employee as of the request target date.
Time Off

This rule is violated if the request submittal date violates at least
one of the filing rules applicable to the requesters organization.
Time Off
Request avoids blackout days.

This rule is violated if the request covers a day marked as a
blackout day on the Organization Management:Request
Management:Time Off Pools page.
Time Off
Requested time off is not being swapped.

This rule is violated if one or more request choices overlaps a shift
that will be received or given away as the result of a pending shift
swap request (state of shift swap request is either pending, in
negotiation, or escalated).
Time Off
Scheduled calendar event activities that the request avoids

<choice>.
This rule is violated if the requested time off period overlaps with
another scheduled calendar event.
Time Off
Minimum duration of the request <duration>

This rule is violated if the request duration (end date - start date) is
not at least the specified minimum. The minimum can be expressed
in units of Minutes, Hours, or Days.

155
Icon
Type of
Rule
Time Off
Maximum duration of the request <duration>

This rule is violated if the request duration (end date - start date)
exceeds the specified maximum. The maximum can be expressed
in units of Minutes, Hours, or Days.
Time Off
Requested time off is for a past date.

This rule is violated any time a request is created for a start date
earlier than the creation date of the request.
Approved
Time Off
Withdrawal

Managing Time-Off Requests as a Group

To work with the requests as a Group, on the Tool bar, click Group Actions; a menu
appears listing the available Group Actions.
The options listed are:
Approve all without Violations
Tentatively Approve all without Violations
Deny any with Violations
Confirm all Tentative Approvals
Remove all Tentative Approvals
Creating a New Time-Off Request

You can create only time-off requests for your employees from this page.
To create a new time-off request:

1
On the Tool bar, click Create New Request.

A pop-up window is displayed, enabling you to create a new time-off request.

156
Specify the Time Off Type, Time Off Hours and Comment.
You must provide at least one time-off choice. You can specify the rank of the
time-off choice by selecting the Time Off Choices row, and then using the Tool bar
button to move it up or down.
You can also choose to have your request waitlisted if it cannot be approved at this
time. See Waitlisting for more information.
To add a new Time Off Choice, click Add.
To delete a Time Off Choice, select it and click Delete.
Withdrawing Approved Time-Off Requests

Previously, employees could only withdraw pending time-off requests. Employees can
now attempt to withdraw requests for time-off that have already been approved.
When a time-off request is withdrawn, the hours used from the Time-Off allocation are
restored and made available for other employees. Once the request has been
withdrawn, the employee's schedule that is underlying the time-off will be published.
Alternatively, managers can set up an approval process so that they can manually
approve the withdrawal. Filing rules can be applied for auto-approval or a withdrawal
request.

157
Waitlisting
Normally, when an employee withdraws an approved time-off request, the system
checks to see if there are any other pending requests that can use the time-off
allocation. However, when auto-processing rules are being used, requests filed at a time
when there is no available time-off allocation available are denied, and not left pending.
To respond to this situation, managers can now add waitlist criteria to time-off
auto-processing rules, as well as override auto-processing rules by manually waitlisting
any pending or denied employee requests, approve waitlisted requests, or deny
waitlisted requests when they manually process requests.
Purging Requests
Use the Purging tab of the Request Management section of the Organization
Management module to purge (remove) requests from the database.
This page has the following controls:
Request TypeChoose the type of request to be purged.

The purge can be applied to the employees of the current organization or can
include the employees at the child organizations.
For requests created fromYou can purge requests from the current organization
or from an entire organization branch.

158
You can limit the effects of the purge using one of the following:
All requests of this typePurge this type of request without considering a date.
Requests created more than <number> days in the pastSelect a date
boundary based on the requests creation date for the purge.
Requests created during <start_range> - <end_range>Select a date range
for a purge based on the requests creation date.
Requests starting during <start_range> - <end_range>Select a date range
for a purge based on the requests start date.
Click Delete Requests to remove the requests.

Click Revert to cancel your changes.

159

160
Chapter 7
Managing Shift Swapping

Workforce Management enables your employees to use their web browser to securely:
Post, negotiate, and request shift swaps via an online swap board which is
monitored by an automatic conflict checker and forwarded to managers for quick
and easy processing.
View schedule and time-off information, with the ability to check the status of shift
swaps, time off, and vacation requests.
As administrator, you can configure shift-swap settings to your organizations needs.

Configuring Shift Swap Settings, page 161
Managing Shift-Swap Requests, page 166
Configuring Shift Swap Settings

module to configure shift-swap settings.
Settings
Chapter 7 - Managing Shift Swapping
Configuring Shift Swap Settings
Time Off Accrual
feature)
Shift Swap
Shift Swap Policies
Only the containers relevant to Shift-Swap management are discussed in this section.

162
Setting Shift Swap Request Validation Rules
Shift Swap
The settings in this container affect how employees can swap shifts:
Enable Shift SwapTurns on and off shift swap functionality for the whole
organization or branch.
Limit employees' shift swapping to the following organizationsEmployees
can swap only with employees from the organizations listed here.
Disable one-way swapsDisallow swaps where one employee acquires a shift
without giving another shift back.
Allow partial day shift swap requestsEmployees can propose swapping only a
portion of their shift instead of an entire shift, or can propose swapping portions
with more than one employee.
Allow pickup of a portion of a postingEmployees can accept a portion of a
proposed shift swap instead of an entire shift, and can accept portions from more
than one employee.
Maximum number of swap negotiation comments per employee: Specify the
number of swap negotiation comments that can be used in negotiating a shift swap.
In some instances, these comments have been used for purposes other than
shift-swap negotiations; limiting the number of comments can reduce such abuse
and focus the use of such comments on the actual shift-swap negotiation.
Shift Swap Policies


163
Shift Swap Request Validation Rules

The validation rules for shift swap requests are listed in the following table:
Icon

This rule is violated if employees are assigned to different organizations.

This rule is violated if both shifts in a swap do not belong to the same
campaign. They may be in the different campaign-weeks, which would be
OK.
Both employees have exactly the same skills for the active campaign
queue.
This rule is violated if the receiving employee does not have exactly the
Both employees have at least same skills for the active campaign queue.
This rule is violated if the receiving employee does not have at least the
Receiving employees with additional skills will not cause a violation.
Both employees have the same proficiencies for the active campaign
queue.
This rule is violated if the receiving employee does not have the same skills
and proficiencies as the employee currently scheduled to work the shift.
This rule is violated if, after the swap, at least one of the employees will
not comply with the min/max hours during the corresponding week(s) of
the shift they get and the shift they give away in the swap.
This rule is violated if the swapped shifts do not fall within the same
organization week.

164
Icon

This rule is violated if the total duration of paid time in the two shifts is
different.
Swapped shifts must overlap the exact same portion with scheduled
calendar events and time offs, and not overlap unavailabilities.
This rule is violated if:
calendar events, which may or may not be inside a shift, do not

overlap the exact same portion of the swapped-in shift
time off events, which may or may not be inside a shift, do not overlap
the exact same portion of the swapped-in shift
any unavailability type event will overlap with the swapped shifts as
the result of the swap
Swapped shifts will overlap scheduled calendar events that must occur
during a shift.
This rule is violated if calendar events, which have to be inside a shift, fall
outside of shifts as the result of the swap.
Partial Shift Swap: Minimum duration of the shift that can be swapped:
This rule is violated if the duration of the swapped shift is less than the
specified duration.
Partial Shift Swap: Minimum duration of the shift to leave after pickup:
This rule is violated if the remaining shift duration after the swap is less
than the specified duration.
Partial Shift Swap: Maximum shift duration allowed: <x> minutes per
Organization Day/Rolling 24 Hour Period.
This rule is violated if the total shift duration as a result of the swap is
greater than the specified maximum. This rule can be applied in 2 ways:
1
For organization day: the shift duration will be calculated using the
organization day boundaries.
For a rolling 24-hour period: the rule will consider a rolling 24-hour
Partial Shift Swap: Activities that cannot be included in the swap:
<activity name(s) from drop-down>
This rule is violated if the swap includes any of the specified activities.

165
Icon
Managing Shift-Swap Requests

Partial Shift Swap: Gap should be between <x> and <y> minutes, or at
least <z> minutes.
This rule is violated if the gap created as a result of the swap is outside the
specified range, or if the gap is less than the specified duration. If both the
range and the minimum are specified, the rule will be violated only if both
the conditions are violated.
Partial Shift Swap: Maximum overlap with an existing shift: <x> minutes.
This rule is violated if the overlap with an existing shift caused due to the
swap is greater than the specified duration.
Maximum consecutive working days allowed.
This rule validates for the maximum consecutive working days (as
specified in the Scheduler Options container from Organization
Management:Organizations:Organization Settings) before and after
the start of a shift for all types of shift swap requests (two way swap, one
way swap and partial swap requests.)
This rule only checks the start of shifts (not the end dates).
For example, if the maximum consecutive working days count is set to
three, and Employee A is requesting a one way shift swap from 1/4 to
1/14, then the rule would validate if this shift swap would violate the
maximum consecutive working day count for shifts from 1/1 to 1/7, and
for the period from 1/11 to 1/17.
Minimum required time gap between consecutive shifts.
This rule validates the minimum time between the end of a first shift and
the start of the next shift for all types of shift swap requests (two way
swap, one way swaps, and partial swap requests.)

Viewing Requests

166
selected filter.

167

Column
Description
Name
The employees name.
Status

time-off request.

is in progress.

has been rejected.

Type
shift change.
Submitted
Last modified
Seniority
Expired
Comments
Alerts

Actions

action icons.

168

Column
Description
Start
End
Length
Hours Accounted

request.

Column
Description
Time Off Pool
Shift Date
Start
End
Post Expires
Swap Type

Partial Shift
be swapped.)

Column
Description
Bid Name
Use Points

points in this bid.
Rank
Points

Bonus
Score
Preference


169

settings.
Column
Description
Campaign
Start Date
End Date
Shift
Activity
Overtime

overtime.
Ext Before
Ext Before
Activity
being requested.
Ext Before OT

Ext After
Ext After Activity
being requested.
Ext After OT

Filtering Requests

170

1

1

type.
All Request Types
Time Off

171
Shift Swap
Shift Bid

172
drop-down menus.
Criterion
Description
Supervisor
Status

Tentative.
Submitted
Seniority
Start-End Dates

Criterion
Description
Number of Choices
time off choice.
Time Off Pool

by.

173

Last Modified
Seniority
Priority
Organization Name
Time Off Pool
Added To Waitlist
Rank
Comments
Alerts
Actions


174


Criterion
Description
Type
Skills

complete.

Criterion
Description
Preference
Day
Deadline
Rank
Points
Bonus

auction.
Score
Criterion
Description
Type
Change.
Campaign
Shift
Activity
Extension
Overtime

list.

175

1

1
page.
Customizing the Columns Displayed for Requests

1
the middle.
Ext Before
Ext Before Activity
Ext Before OT

176
Ext After
Ext After Activity
Ext After OT
Request Alert Email Links

Working with Shift Swap Requests

You can work with requests either one by one, or as a group.
Working with Shift Swap Requests One by One

The icon buttons in the Actions columns allow you to work with pending requests. (If
you do not see the Actions column, you need to customize the display to make sure it is
chosen.)
Icon
Usage
Deny the request.

177
Icon
Usage
Edit the request.
(When you are editing a waitlisted request, the system displays the
Waitlist Order, which shows the system's best estimate of the
employees order in the waitlist based on the entire time range of the
request.
Because the waitlist approval order is decided on the time range that
becomes available, it is possible that a request with lower waitlist order in
the waitlist might get approved before this employees request is
approved.)
Tentatively approve the request.
Requests that have been tentatively approved display the status Pending to the
employees that submitted them, but display the status Tentative to you until you
either confirm the request or publish the schedule.
View the details of the request. A pop-up window opens that provides
several groups of information, each in its own container.
For Shift Swap Requests, you see:
General Information:
This container lists the employees' shifts to be swapped. Shift information
includes shift type and date. It also contains information regarding the
expiration of the request.
Alerts Information:
following table for additional information.
Status Information:
Contains the modification history (audit trail) of the Shift Swap Requests.
(When you are viewing the details of a waitlisted request, the system
displays the Waitlist Order, which shows the system's best estimate of
the employees order in the waitlist based on the entire time range of the
request.
Because the waitlist approval order is decided on the time range that
becomes available, it is possible that a request with lower waitlist order in
the waitlist might get approved before this employees request is
approved.)

178
Icon
Type of
Rule
Shift Swap

This rule is violated if employees are assigned to different
organizations.
Shift Swap

This rule is violated if both shifts in a swap do not belong to the
same campaign. They can be in different campaign-weeks.
Shift Swap
Both employees have exactly the same skills for the active
campaign queue.
This rule is violated if the receiving employee does not have the
Shift Swap
Both employees have at least same skills for the active

campaign queue.
This rule is violated if the receiving employee does not have at least
the same skills as the employee currently scheduled to work the
shift.
Shift Swap
Both employees have the same proficiencies for the active

campaign queue.
This rule is violated if the receiving employee does not have the
same skills and proficiencies as the employee currently scheduled
to work the shift.
Shift Swap

Shift Swap

This rule is violated if, after the swap, at least one of the employees
will not comply with the min/max hours during the corresponding
week(s) of the shift they get and the shift they give away in the
swap.
Shift Swap

This rule is violated if the shift swap request fails the earlier
validation rule, both employees are from the same organization, or
if the swapped shifts do not fall within the same organization week.
Shift Swap

This rule is violated if the total duration of paid time in the two
shifts is different.

179
Icon
Type of
Rule
Shift Swap
Swapped shifts must overlap the exact same portion with

scheduled calendar events and time offs, and not overlap
unavailabilities.
This rule validates the following for each employee:
Shift Swap
Calendar events, which may or may not be inside a shift, do not

overlap the exact same portion of the swapped-in shift.
Time-off events, which may or may not be inside a shift, do not
overlap the exact same portion of the swapped-in shift.
Any unavailability type event does not overlap with the
swapped shifts as the result of the swap.
Swapped shifts will overlap scheduled calendar events that

must occur during a shift.
This rule is violated if calendar events, which have to be inside a
shift, fall outside of shifts as the result of the swap.
Shift Swap
Partial Shift Swap: Minimum duration of the shift that can be

swapped: <x> Minutes/Percent.
This rule is violated if the duration of the swapped shift is less than
the specified duration.
Shift Swap
Partial Shift Swap: Minimum duration of the shift to leave

after pickup: <x> Minutes/Percent.
This rule is violated if the remaining shift duration after the swap is
less than the specified duration.
Shift Swap
Partial Shift Swap: Maximum shift duration allowed: <x>

minutes per Organization Day/Rolling 24 Hour Period.
This rule is violated if the total shift duration as a result of the swap
is greater than the specified maximum. This rule can be applied in
two ways:
1 For the organization day: the shift duration is calculated using

the organization day boundaries.
2 For a rolling 24-hour period: the rule considers a rolling 24-hour

Shift Swap
Partial Shift Swap: Activities that cannot be included in the

swap: <activity name(s) from drop-down>.
This rule is violated if the swap includes any of the specified
activities.

180
Icon
Type of
Rule
Shift Swap
Partial Shift Swap: Gap should be between <x> and <y>

minutes, or at least <z> minutes.
This rule is violated if the gap created as a result of the swap is
outside the specified range, or if the gap is less than the specified
duration. If both the range and the minimum are specified, the rule
will be violated only if both the conditions are violated.
Shift Swap
Partial Shift Swap: Maximum overlap with an existing shift:

<x> minutes.
This rule is violated if the overlap with an existing shift caused due
to the swap is greater than the specified duration.
Working with Requests as a Group

Purging Requests

181



182
Chapter 8
Managing Shift Bidding

Workforce Management provides an optional feature, shift bidding.
Employees can submit bids for selected shift assignments, view schedule and time-off
information, and check the status of their shift bids.
Workforce Management not only automates Shift Bidding, but also introduces a higher
degree of fairness in awarding shifts. The automated rules engine factors in seniority,
rank, and unique tie-breaking bonus points, and assigns shifts accordingly. Managers
or supervisors can allocate bonus points to staff to recognize past hard work and extra
effort, and employees can choose to use the bonus points to elevate their position in the
bid. The system also immediately notifies employees of the chances of getting their
shifts, setting expectations ahead of time.
As administrator, you can configure shift-swap settings to your organizations needs.
Configuring Shift Bidding Settings, page 183
Setting Shift-Bidding Request Validation Rules, page 185
Setting Shift-Bidding Request Filing Rules, page 187
Managing Shift-Bid Auctions, page 189
Managing Shift Bidding Requests, page 207
Purging Requests, page 220
Configuring Shift Bidding Settings

module to configure shift-swap settings.
Chapter 8 - Managing Shift Bidding
Configuring Shift Bidding Settings
Settings
Time Off Accrual
feature)
Shift Swap
Shift Swap Policies
Only the containers relevant to Shift-Bidding management are discussed in this section.
Shift Bidding
The settings in this container affect how employees can bid on shifts:
Max preference value (1-highest, max -lowest) When an employee creates a

shift bidding request, the preference value helps sort the requests. The

184
Setting Shift-Bidding Request Validation Rules
recommended value is 5, but if you expect employees to submit many requests,

they may need more preference granularity.
Max bids per employeethe max number of bids an employee can submit in one
schedule auction (usually a week).
The following scoring factors may be used to provide weight coefficients when
prioritizing shift bidding requests:
Seniority
Rank
Bonus
When you create a scheduled auction for a specific week, you decide whether to use the
scoring system with these coefficients or not.
If scoring is used in an auction, the score is calculated as follows:
<Seniority Factor> * <number of months in the company> +
<Rank factor> * <Max Rank - Employee Rank> + <Bonus factor> *
<total accumulated and assigned bonus>
If you don't want to use a particular factor in your scoring, set it to zero.
Shift Bidding Policies

Use this area to enter text about shift bidding policies and procedures. These policies
can then be viewed by employees.
Setting Shift-Bidding Request

Validation Rules

185
Setting Shift-Bidding Request Validation Rules
Shift Bidding Request Validation Rules

The validation rules for shift bidding requests are listed in the following table:
Icon

Employee's schedule complies with min/max hours.
This rule is violated if the requested schedule does not comply with the
employees min/max hours for the week of the auction.
Employee has the same skills as required for the selected schedule.
This rule is violated if the employee does not have exactly the same skills
as the phantom employee for whom the schedule is generated. Employees
with more skills than required will cause a violation of this rule.
This rule is violated if the employee does not have the skills as the
phantom employee for whom the schedule is generated.
Employee's schedule complies with organization hours of operation.
This rule is violated if any of the requested shifts in the shift bid fall outside
of the employee organization's hours of operation.

186
Setting Shift-Bidding Request Filing Rules
Setting Shift-Bidding Request Filing Rules



187
override)).


188
Managing Shift-Bid Auctions
children.
request.


If you have licensed the optional Shift Bidding feature, in order for a shift auction to
exist, you need a schedule. Moreover, you need a schedule with shifts not assigned to
specific employees. The shifts available for bidding are created within Forecasting and
Scheduling, when your scheduler generates a schedule in one of two ways:
by scheduling either both employees and employee templates (also known as

phantoms), or just employee templates
by scheduling employees, and then converting one or more specific employee shift
assignments to phantoms

189
Once the phantom shifts exist, you can allow employees to submit bids for their
preferred schedules. Bids can be prioritized based on a variety of criteria, including a
scoring system of accrued points.
Settings Tab
Use this tab to view or modify Shift Bid Auction settings.
If you have not selected an auction name in the Selection Pane at the left, the right side
of the window allows you to create a new one. If you have selected an auction, the right
side allows you to edit its settings.
If you have already selected an existing shift bid auction, but you want to create a new
one, click the Create button.
Creating a New Auction

To create a new shift bid auction (when you have not selected an auction name in the
Selection Pane at the left):
1
Specify a name for the new Shift Bid Auction.
Select a status (Open or Closed).

If an auctions status is Closed, employees cannot submit bids for that auction. You can
use this restriction if you cannot complete an auctions settings in one session. Until you
complete the auctions settings, keep its status Closed. Then, once you have completed
the settings, change its status to Open, thus allowing employees to submit bids.
Select the scheduling period.

190
To create a Shift Bid Auction, you require the availability of future scheduling periods for
campaigns to which the user has privileges.
Select the bidding mode, either full period schedules or a combination of individual
shifts.
(When an employee bids on a full period schedule, it means that the employee bids
on a specific schedule for the whole scheduling period, whereas bidding on a
combination of individual shifts allows the employee to pick and choose different
shifts from each day of the scheduling period. As an example, if there are five
possible shifts on which to bid, shift A through shift E, a full period schedule means
the employee must select A, B, C, D, or E. A combination of individual shifts allows
the employee to select A for one day, D for the next day, and so on.)
Specify the deadline for bids.
If appropriate, type the number of bonus points to be awarded to those employees

who have placed bids on this auction but did not get any of their requests approved.
Specify by clicking the check box whether the scoring system should be used for
this auction (that is, whether employees can use their accumulated points for this
auction).
Employees can use their points when placing a bid to improve their Bid Rank when an
auction is configured to use scoring.
Specify whether employees can only bid on the schedule for their own organization.
Click Save.
Updating Existing Auctions

To update an existing shift bid auction:
1
From the Selection Pane, select an existing shift bid auction.
Change the information as needed.

Some information cannot be modified once an auction has been created.
Click Save.
Closing an Existing Shift Bid Auction

To close an existing shift bid auction:
1
Click Close Auction.

A pop-up menu is displayed with two buttons:
Close and Assign None Approved Bonus

191
Close without Assigning None Approved Bonus
Click one of the two buttons as appropriate.

Duplicate None Approved Bonus Points are assigned if the same auction is opened or
closed more than once and you click Close and Assign None Approved Bonus each
time.
Deleting an Existing Shift Bid Auction

To delete an existing shift bid auction:
1
Make sure the auction is closed. If not, change its Auction Status to Closed, and
then click Save.
Click Delete. (The Delete button is only enabled when you have selected a closed
auction)
Definition of Some Terms

The following terms are important to understand in the context of Shift Bid Auctions:
None Approved Bonus

Bonus Points assigned to employees who have placed bids on this auction but did
not get any of their requests approved.
Use Scoring
Specifies whether employees can use their accumulated points for this auction.
Employees can use their points when placing a bid to improve their Bid Rank when an
auction is configured to use scoring.

192
Schedules Tab: Viewing and Modifying Bonus Points

Use the Schedules tab to view biddable schedules and specify the bonus points
associated with them.
Schedules are only displayed if they contain phantom shift assignments. As mentioned
previously, there are two ways for a scheduler to create phantom shift assignments
within Forecasting and Scheduling, which can be used concurrently.
The first method is to generate the schedule using Staffing Profiles (also referred to as
Employee Templates). Phantom shift assignments are created for the Staffing Profiles.
The second method is to convert specific employee shift assignments to phantoms.
To view schedules associated with a Shift Bid Auction, from the Selection Pane, select a
shift-bid auction.
The associated biddable schedules are shown in the Work Pane.
To update any schedules associated with a shift-bid auction:
1
From the Selection Pane, select a shift-bid auction.
Specify bonus points for each schedule.

These bonus points are provided to encourage employees to bid on unpopular schedules.
The Bonus Point item on the Schedule Page is enabled even in auctions where Use
Scoring is not enabled, allowing employees to accumulate these points for future use.
Click Save to update the schedule information.
Employees Tab
Use the Employees tab to view or modify the employees (bidders) associated with a
shift bid auction.

193
To view the employees associated with a shift bid auction, select a shift bid auction from
the Selection Pane. Those employees without a shift assignment for that auction are
shown in the working pane, which is labeled Employees. Note that you can paginate
the information displayed, that is, you can control the number of employees displayed at
a time.
To add employees to a selected shift bid auction:
1
Select one or more employees displayed in the Employees working pane who have
not yet been added to the auction.
Employees do not need to be selected if you are adding all employees currently waiting to
be added.
Click Add to Auction. A form is displayed allowing you to specify such information
as the bidding deadline.
You must add those employees who are not being displayed because of the
pagination settings separately, as you are informed by the note at the top of the
form: Action will only apply to records in current page.
The typical way in which employees are notified that they have been added to a shift bid
auction is by email. Depending on the employees privileges and the managers
privileges, the email they receive might contain a link that will open Workforce
Management with the relevant request displayed.
Unless your particular situation allows you to personally notify your employees, verify
with your administrator that email alerts have been configured.
To remove one or more employees from a selected shift bid auction:

1
In the Employees working pane, select one or more employees (who were added
to the auction).
Click Remove from Auction.
Depending on your system's configuration, you can change bid deadlines and bonus
points for employees currently part of the auction.
To change bid deadlines or bonus points:

194
Change the deadline.

If the shift bid auction is configured to use bonus points, the Bonus column is
shown.
Change the bonus points assigned to an employee as appropriate.
Click Save.
Bonus points given in this way are not accumulated. They are used at your discretion to
give an advantage in this shift auction for selected employees.
To enter a bid for an employee:

1
Select a single employee who has already been added to the auction.
Click Bid for Employee. Fill in, as appropriate, the Bid Options page that is
displayed.
Adding Employees to an Auction Serially

In conjunction with auto-approval of shift bid requests, you can add eligible employees
to an auction serially. Eligible employees are those who:
have been added to the campaign
have not yet been added to the auction
have not yet been assigned a shift for the campaign
To add employees serially to a selected Shift Bid Auction

1
Click Add Serially.
A pop-up dialog box allows you to specify the order in which employees are to be added
(by seniority, rank, score, or bonus). The dialog box also allows you to specify a
maximum time interval for an employee to submit a bid.
You must add those employees who are not being displayed because of the pagination
settings separately, as you are informed by the note at the top of the form: Action will
only apply to records in current page.
Once an employee has been added to the auction, an alert message is sent to the
employee (see the previous note about configuring alerts), who then has to submit a
schedule bid within the specified interval. The next employee is added and notified

195
either when the current employee's shift bid is approved, or when the time limit expires.
(The expiration timer only runs during the campaigns hours of operations.)
An employee whose time has expired is still allowed to submit shift bids, but runs the
risk of having to bid for the less desirable schedules.
Once clicked, the Add Serially button changes to Stop Serialized Add. You can stop
the serial addition of employees to the auction by clicking this button and answering Yes
to the confirming pop-up window that appears. To restart the process, click Add
Serially again.
You can add an employee to the auction manually, bypassing serialization mode, but in
this case, employees might be competing for the same schedule. The one whose request
is auto-approved first gets the schedule. The other request turns into an invalid request.
For information on closing an auction, see Closing an Existing Shift Bid Auction.
Bid Options Tab

Use this tab to view available biddable schedules or to create bids for employees.
To view schedules associated with a shift-bid auction:
1
From the Selection Pane, select a shift-bid auction.

The associated biddable schedules are shown on the Work Pane.
To submit a bid on behalf of an employee:

1
From the Employee drop-down menu located on the top right of the screen, select
An employee.
Select a schedule if the auction is configured to bid on Full Schedule.
Select multiple schedules if the auction is configured to bid on Individual Shifts.
Click Create. The Shift Bid Request Form opens, allowing you to create a Shift Bid.

196
Understanding Bid Rank Information

Bid Rank shows the employee's rank for the biddable schedule.
In schedules for shift-bid auctions that use scoring, you might see a bid rank shown as
3(1). In such cases, the value in parentheses represents the bid rank if the employee
were to apply points to the bid. The value outside of the parentheses represents the bid
rank if the employee were not to apply points to the bid.
Sorting and Filtering Shift Bid Requests

You can sort the biddable schedules by clicking the column heading. An arrow appears
to the right of the column heading, showing the direction of the sort.
You can click on additional columnsthe system sorts the biddable schedules by the last
three columns selected. The last column selected is the primary sort. For example, by
clicking on the Preference column, then the Bonus column, and then twice on the Hours
column, the display is sorted primarily by the number of hours, highest to lowest, then
by Bonus (lowest to highest), and then by Preference, lowest to highest.
When you click one of the date column headers, it brings up a pop-up menu that allows
you to sort that column by one of:
Shift Start
Shift End
Shift Length

197
You can display the settings that you currently have active for sorting by using the
Filter and Sort Settings controls above the table showing your bid options.
You can scroll through the contents of the Filter and Sort Settings area using the
scroll controls at its right side, or click the
button to expand the area to show all
your current settings:
You can also filter requests.

To create a filter:
1
Click the
button.
The Request Filter Configuration window opens.

198
Select the options as desired for shifts and schedules, activities, and skills, and then
click Save.
The available options provide a great flexibility for filtering, and are described in the
following table:
Both employees and managers have access to the filtering options. Some of the
information in the following table is relevant only to one role or the other; most of the
information applies to both. Role-specific information is identified as such in the table.

199
Option
Description
Shifts and Schedules

You can filter on the name of the template.
Template Name
Information for managers: Template names are

assigned to the phantom schedules by Forecasting
and Scheduling, using the names the scheduler gave
them on the Work Patterns tab of the Work Rules
module. Template names are used for the phantom
schedules only when the original scheduling within
Forecasting and Scheduling was done with Agents
to Schedule set to either Staffing Profiles Only
or Employees and Staffing Profiles.
Information for employees: The name used for a
particular schedule can come from two different
portions of the scheduling software; a search on the
template name might not yield the expected result.
In such a case, try searching on the Shift Name (see
Shift Name, page 201).
Availability
You can filter on the number of instances of a

particular template that have not yet been bid
upon. (Refer to the column Available on the Bid
Options tab.) Choices are:
Any Number of Options

No filtering is done for this characteristic.
Equal To
Causes a field to appear where you specify the
number of instances.
No More Than
No Less Than
Between
Causes two fields to appear, where you can
specify the range of instances.

200
Option
Description
Schedule Length
You can filter on the length (in hours) of a particular

template. (Refer to the column Hours on the Bid
Options tab.) Choices are:
Any Length
Equal To
number of hours.
No More Than
number of hours.
No Less Than
number of hours.
Between
specify the range of the number of hours.
Similar in use to the Template Name option

described previously.
Shift Name
Information for managers: Shift names are used

for the phantom schedules only when the original
scheduling within Forecasting and Scheduling was
done with Agents to Schedule set to Employees
Only and, subsequently, the employees were
converted to phantoms.
Information for employees: Because the name
used for a particular schedule can come from two
different portions of the scheduling software, a
search on the shift name might not yield the
expected result. In such a case, try searching on the
Template Name (see Template Name, page 200).

201
Option
Description
Shift Length

shift (the number of hours on a particular day).
Choices are:
Any Length
Equal To
number of hours.
No More Than
number of hours.
No Less Than
number of hours.
Between
specify the range of the number of hours.

202
Option
Description
Shifts Starting
You can sort on the time that a shift starts. Choices

are:
Any Time
At
Causes a time selector to be displayed, where
you can select the exact shift start time on
which you want to filter. A Match all shifts in
schedule check box also is displayed, which
filters all of the shifts in the schedule based on
the same time constraint.
Not After
you can select the time at or before which the
filtered shifts should begin (similar to a less
than or equal to constraint). A Match all shifts
in schedule check box also is displayed, which
Not Before
you can select the time at or after which the
filtered shifts should begin (similar to a greater
Between
Causes a time range selector to be displayed,
where you can select a time range between
which the filtered shifts should begin. A Match
all shifts in schedule check box also is
displayed, which filters all of the shifts in the
schedule based on the same time constraint.

203
Option
Description
Shifts Ending
You can sort on the time that a shift ends. Choices

are:
Any Time
At
you can select the exact shift end time on which
you want to filter. A Match all shifts in
Not After
filtered shifts should end (similar to a less than
or equal to constraint). A Match all shifts in
Not Before
filtered shifts should end (similar to a greater
Between
which the filtered shifts should end. A Match all
shifts in schedule check box also is displayed,
which filters all of the shifts in the schedule
based on the same time constraint.
Activities

204
Option
Description
Activity Name
You can filter on the name of up to two activities

within the schedules displayed. The activities shown
are a function of the activities that your scheduler
has created in Forecasting and Scheduling, and has
checked as able to be part of a shift event. For
example:
Break
CKA
Late
Learning Break

activity. Choices are:
Length
Any Length
Equal To
Causes a field to be displayed where you specify
the number of hours.
No More Than
No Less Than
Between
Causes two fields to be displayed, where you
can specify the range of the number of hours.

205
Option
Description
Starting
You can sort on the time that an activity starts.

Choices are:
Any Time
At
you can select the exact activity start time on
which you want to filter. A Match all shifts in
the same time constraint for that activity.
Not After
filtered shifts should begin (similar to a less
Not Before
filtered shifts should begin (similar to a greater
Between
which the filtered shifts should begin. A Match
all shifts in schedule check box also is
displayed, which filters all of the shifts in the
schedule based on the same time constraint for
that activity.

206
Option
Managing Shift Bidding Requests
Description
Skills
Skills Associated with
Shift
Displays a two-column table. For managers, all skills

defined are shown in the Available Skills column.
(Employees only see the skills they themselves
have.) Select (or multi-select) the skills on which
you want to filter, and then click
to move the
skill(s) to the Selected Skills column (or
to
remove a skill from the Selected Skills column).
Additional radio buttons allow you to specify
whether you want to filter for an exact match for the
skills you have selected, or whether you want to see
other possible matches. The available radio buttons
are:
At Least These Skills

You want to see any shifts that include the
selected skills.
At Most These Skills
You do want to see any shifts that include skills
other than the ones youve selected, but you do
want to see shifts that might not include all of
the skills you have selected.
Exactly These Skills
You only want to see shifts that include the
selected skills.

The Request Management module also allows you to manage shift bid requests.
Viewing Requests

207
selected filter.

208

Column
Description
Name
The employees name.
Status

time-off request.

is in progress.

has been rejected.

Type
shift change.
Submitted
Last modified
Seniority
Expired
Comments
Alerts

Actions

action icons.

209

Column
Description
Start
End
Length
Hours Accounted

request.

Column
Description
Time Off Pool
Shift Date
Start
End
Post Expires
Swap Type

Partial Shift
be swapped.)

Column
Description
Bid Name
Use Points

points in this bid.
Rank
Points

Bonus
Score
Preference


210

settings.
Column
Description
Campaign
Start Date
End Date
Shift
Activity
Overtime

overtime.
Ext Before
Ext Before
Activity
being requested.
Ext Before OT

Ext After
Ext After Activity
being requested.
Ext After OT

Filtering Requests

211

1

1

type.
All Request Types
Time Off

212
Shift Swap
Shift Bid

213
drop-down menus.
Criterion
Description
Supervisor
Status

Tentative.
Submitted
Seniority
Start-End Dates

Criterion
Description
Number of Choices
time off choice.
Time Off Pool

by.

214

Last Modified
Seniority
Priority
Organization Name
Time Off Pool
Added To Waitlist
Rank
Comments
Alerts
Actions


215


Criterion
Description
Type
Skills

complete.

Criterion
Description
Preference
Day
Deadline
Rank
Points
Bonus

auction.
Score
Criterion
Description
Type
Change.
Campaign
Shift
Activity
Extension
Overtime

list.

216

1

1
page.
Customizing the Columns Displayed

1
the middle.
Ext Before
Ext Before Activity
Ext Before OT

217
Ext After
Ext After Activity
Ext After OT
Request Alerts
Managing Requests
Managing Shift-Bidding Requests One by One

chosen.)
Icon
Usage
In serialized shift bid auctions (see Adding Employees to an Auction Serially),
employees can withdraw a shift bid request, even when it has already been
approved.
Deny the request.

218
Icon
Usage
Edit the request.
For Shift Bidding Requests, you see:
Shift Bid Request Information:

This container displays Shift Bid Request information, and is editable
when you are creating or updating a Shift Bid Request. The
information includes the Bid Name, Preference Level (if applicable),
and comments associated with the requests.
When an Auction is configured to use Bonus Points, a checkbox
allowing you to specify Use Points is displayed. Keep in mind that
using points might affect the rank on the Shift Bid Requests. This
information is displayed in the Shift Bid Auction section of this Form.
Shift Bid Auction Information:

This container displays associated Shift Bid Auction information and is
not editable. The information in this container includes Scheduling
Period and Deadlines.
Biddable Schedule Information:

This container displays Shifts Assignment information for one or more
selected Biddable Schedules and is not editable.
Alerts Information:
Status Information:
Contains the modification history (audit trail) of the Shift Bid
Requests.

219
Purging Requests
Icon
Type of
Rule
Shift Bidding

Shift Bidding
Employees schedule complies with min/max hours.

This rule is violated if the requested schedule does not comply with
the employees min/max hours for the week of the auction.
Shift Bidding
Employee has the same skills as required for the selected

schedule.
This rule is violated if the employee does not have exactly

the same skills as the phantom employee for whom the
schedule is generated. Employees with more skills than
required will cause a violation of this rule.
Shift Bidding

This rule is violated if the employee does not have the same skills
as the phantom employee for whom the schedule is generated.
Shift Bidding

operation.
This rule is violated if any of the requested shifts in the shift bid fall
outside of the employee organization's hours of operation.
Managing Shift-Bidding Requests as a Group

Purging Requests

220
Purging Requests



221
Chapter 9
Managing Shift Requests and

Changes
Workforce Management provides an optional feature, shift requests and changes.
Shift requests and changes enables employees to submit requests for new shifts, to
work overtime, and to extend or shorten an existing shift that has already been
scheduled.
In addition, depending on how you configure the Workforce Management system, the
requests can be approved or rejected automatically based on net staffing requirements
you define to ensure shift coverage.
As administrator, you can configure settings for shift requests and changes based on
your organizations needs.
Configuring Shift Request & Change Settings, page 223
Setting Shift Requests & Changes Validation Rules, page 225
Setting Shift Requests & Changes Filing Rules, page 227
Managing Shift Requests & Changes, page 230
Purging Requests, page 246
Chapter 9 - Managing Shift Requests and Changes
Configuring Shift Request & Change Settings

module to configure shift request & change settings.
Settings
Time Off Accrual
feature)
Shift Swap
Shift Swap Policies
Only the containers relevant to Shift Requests & Changes are discussed in this section.

223

The settings in this container determine if employees and supervisors can make shift
requests and changes. You must be licensed to use the shift requests and changes
feature.
Shift requests and changes can be initiated by employees and supervisors from the
following locations:
Schedule page (employees & supervisors)
My Request page (employees only)
Employee Requests page (supervisors only)
The enablement of this feature depends on the selection of the following items:
Allow requests for new shiftsEnables employees and supervisors to submit

requests for new shifts.
Allow requests for changes to existing shiftsEnables employees and
supervisors to submit requests for changes to shifts that have already been
scheduled.
NOTE
If either of these options is selected, the corresponding shift requests and changes
functionality will be enabled. If neither of these options are enabled, the shift
requests and changes functionality will be disabled.
After selecting the shift requests and changes features you wish to enable, use the
following options to determine the feature set provided to users:
Allow requests for regular (non-overtime) shiftsEmployees and supervisors

can create a new shift request.
Allow requests for overtime shiftsEmployees and supervisors can create an
overtime shift request.
Allow requests for regular (non-overtime) extensions before a
beginning of an existing shift.
Allow requests for regular (non-overtime) extensions after a
end of an existing shift.
Allow requests for overtime extensions before a shiftEmployees and
supervisors can request that overtime be added to the start of an existing shift.
Allow requests for overtime extensions after a shiftEmployees and
supervisors can request that overtime be added to the end of an existing shift.
Shift Requests & Changes Policies

Use this area to enter text about shift request & changes policies and procedures. These
policies can then be viewed by employees.

224
Setting Shift Requests & Changes Validation Rules
Setting Shift Requests & Changes

Validation Rules
Shift Requests & Changes Validation Rules

Shift requests & changes must always adhere to the following rules, which cannot be
configured or altered:
The published shifts day must match the requested shifts day.
The scheduled shift at the time the request was submitted must match any
published and unpublished shifts.
A shift request cannot be submitted if there is an unpublished shift for the same
day.

225
Setting Shift Requests & Changes Validation Rules
The configurable validation rules for shift requests & changes are listed in the following
table:
Icon

Minimum duration of request with a net staffing shortage: <x> percent.
This rule generates an alert if the shift change request results in net
staffing falling under the minimum specified percentage for the queue over
any portion of the shift period. Gaps between shifts and extensions are not
included. The minimum percentage must be greater than zero.
Maximum shift duration allowed: <x> minutes per <period from
drop-down>.
This rule is violated if the shift change request causes the shift to exceed
the user-defined shift duration allowed for one of the following periods you
select from the drop-down list:
Organization Day
24 Hour period

Minimum shift duration allowed: <x> minutes per <period from
drop-down>.
This rule is violated if the shift change request causes the employee to fall
under the user-defined shift duration allowed for one of the following
periods you select from the drop-down list:
Organization Day
24 Hour period

Maximum consecutive working days allowed as per organization
Settings.
This rule is violated if the shift change request causes the user to exceed
the maximum number of consecutive working days that has been defined
Minimum required time gap between consecutive shifts as per
organization Settings.
This rule generates an alert if approving the shift change request results in
the minimum time gap between shifts being violated. The time gap is
determined by comparing the start time of the requested shift with the end
time of the preceding shift; in addition the end time of the requested shift
is checked against the start time of the succeeding shift.
This rule generates an error if the shift change request violates filing rules.

226
Icon
Setting Shift Requests & Changes Filing Rules

Employees schedule complies with min/max hours, including OT
maximums.
This rule is violated if approving the shift change request causes the
employee not to meet or to exceed the minimum or maximum hours
allowed respectively, including the maximum overtime allowed per
day/week.
operation.
This rule will generate an alert if approving the shift change request causes
the employees working hours to fall outside the defined hours of operation
Request does not overlap with a time off event.
This rule will be violated if the shift change request overlaps with a time-off
event.
Request does not overlap with an unavailability.
This rule will be violated if the shift change request overlaps with an
unavailability.
Request period is published.
This rule will be violated if the shift change requests date and time range
falls outside a published period. If any part of the shift is outside a
published period, the validation fails.


227

override)).

228


229
Managing Shift Requests & Changes
children.
request.


The Requests Management module also allows you to manage shift requests and
changes.

230
By clicking the Shift Requests & Changes button, you can create a variety of requests.
You can:
Create a new shift request
Create an overtime (OT) request (a normal shift marked completely as OT)
Create a request to add an OT extension or normal extension at the end or start of an

existing shift
Change an existing shift (shrink or extend the length of shift by choosing a different shift, or
adding extensions before or after the shift, or changing the shift type or shift start time)
To create such a request:

1
Click Create New Request on the toolbar; a menu appears listing the available
request types.
Select Shift Requests & Changes; a pop-up window appears allowing you to create a
new request of the desired type.

231
In the container at the top of the window, specify the request parameters using the
following fields:
Start Date: The date selector for the start day of the shift. Once a day is
selected, the system can determine whether the request type will is New Shift (if
there is not already a shift on that day), or Shift Change (if there is already a
shift on that day). Whenever you change the day, the rest of the page is
reloaded with the details for that day.
Start Time: This can be used to set or change the start time of the shift.
Shift: This drop down list box lists available shifts for selection using your
available work patterns, as well as the shift already assigned to you on that day
(if any).

232
Duration: Numeric read-only field. This field is pre-populated with the duration
End Date: Read-only datetime display calculated dynamically using the start
date, start time, and duration.
Activity: List of activities available to be requested.
from the work pattern of the shift selected above.
NOTE
If this is a New Shift request, and the dialog was opened from the Net Staffing
ribbon on the schedule page, it only lists activities that have a Net Staffing
shortage, and the default selection is the activity linked to the queue with the
greatest shortage. However, when coming from the Requests page, there is no Net
Staffing context, so you can request any of your activities at any time.
NOTE
In addition to listing your available activities, the list also includes the activity that
you are already scheduled for on that day (if any).
NOTE
You cannot change the activity for a Shift Change request.
Mark Entire Shift As Overtime: Click this checkbox to mark the entire shift as OT.
When checked, the Extension Before Shift and Extension After Shift sections are
disabled (uneditable), and you will not be able to request an extension to the
shift.
Add Comment: Add any comment you wish to save with your request.
Viewing Requests
selected filter.

233

234

Column
Description
Name
The employees name.
Status

time-off request.

is in progress.

has been rejected.

Type
shift change.
Submitted
Last modified
Seniority
Expired
Comments
Alerts

Actions

action icons.

235

Column
Description
Start
End
Length
Hours Accounted

request.

Column
Description
Time Off Pool
Shift Date
Start
End
Post Expires
Swap Type

Partial Shift
be swapped.)

Column
Description
Bid Name
Use Points

points in this bid.
Rank
Points

Bonus
Score
Preference


236

settings.
Column
Description
Campaign
Start Date
End Date
Shift
Activity
Overtime

overtime.
Ext Before
Ext Before
Activity
being requested.
Ext Before OT

Ext After
Ext After Activity
being requested.
Ext After OT

Filtering Requests

237

1

1

type.
All Request Types
Time Off

238
Shift Swap
Shift Bid

239
drop-down menus.
Criterion
Description
Supervisor
Status

Tentative.
Submitted
Seniority
Start-End Dates

Criterion
Description
Number of Choices
time off choice.
Time Off Pool

by.

240

Last Modified
Seniority
Priority
Organization Name
Time Off Pool
Added To Waitlist
Rank
Comments
Alerts
Actions


241


Criterion
Description
Type
Skills

complete.

Criterion
Description
Preference
Day
Deadline
Rank
Points
Bonus

auction.
Score
Criterion
Description
Type
Change.
Campaign
Shift
Activity
Extension
Overtime

list.

242

1

1
page.
Customizing the Columns Displayed

1
the middle.
Ext Before
Ext Before Activity
Ext Before OT

243
Ext After
Ext After Activity
Ext After OT
Request Alerts
Managing Requests
Managing Shift Requests & Changes One by One

chosen.)
Icon
Usage
In serialized shift bid auctions (see Adding Employees to an Auction Serially),
employees can withdraw a shift bid request, even when it has already been
approved.
Deny the request.

244
Icon
Usage
Edit the request.
For Shift Bidding Requests, you see:
Shift Bid Request Information:

This container displays Shift Bid Request information, and is editable
when you are creating or updating a Shift Bid Request. The
information includes the Bid Name, Preference Level (if applicable),
and comments associated with the requests.
When an Auction is configured to use Bonus Points, a checkbox
allowing you to specify Use Points is displayed. Keep in mind that
using points might affect the rank on the Shift Bid Requests. This
information is displayed in the Shift Bid Auction section of this Form.
Shift Bid Auction Information:

This container displays associated Shift Bid Auction information and is
not editable. The information in this container includes Scheduling
Period and Deadlines.
Biddable Schedule Information:

This container displays Shifts Assignment information for one or more
selected Biddable Schedules and is not editable.
Alerts Information:
Status Information:
Contains the modification history (audit trail) of the Shift Bid
Requests.

245
Purging Requests
Icon
Type of
Rule
Shift Bidding

Shift Bidding
Agent's schedule complies with min/max hours.

This rule is violated if the requested schedule does not comply with
the employees min/max hours for the week of the auction.
Shift Bidding
Agent has the same skills as required for the selected

schedule.
This rule is violated if the employee does not have exactly

the same skills as the phantom employee for whom the
schedule is generated. Employees with more skills than
required will cause a violation of this rule.
Shift Bidding
Agent has sufficient skills for the selected schedule.

This rule is violated if the employee does not have the same skills
as the phantom employee for whom the schedule is generated.
Shift Bidding
Agent's schedule complies with organization hours of

operation.
This rule is violated if any of the requested shifts in the shift bid fall
outside of the employee organization's hours of operation.
Managing Shift-Bidding Requests as a Group

Purging Requests

246
Purging Requests



247
Chapter 10
Managing Volumes
The Operations license for Workforce Management gives you access to functions for
controlling workload volume, particularly in the context of the financial services industry.
If your license includes Operations, the Tracking module displays the following
additional section:
Volumes
Allows you to track workload and view employee

workload history.
Volumes
If your license includes the optional Operations features, the Volumes section of the
Tracking module allows you access to the following tabs:
Work
Allows you to track workload of various types as it

arrives, is completed, and pending (backlogged) through
the day and week.
History
Allows you to view the employee history by Type and VCT

Work Queue.
Certain terminology within the Workforce Management web application changes if you
are licensed for the Operations features. The following table lists the changes that occur
with the Operations features:
Term
Operations-Equivalent
queue
work queue
contact volume (or CV)
volume (or V)
Chapter 10 - Managing Volumes
Volumes
Term
Operations-Equivalent
average handle time
activity handle time
call
volume
phone (media)
immediate
Work
Use the Work tab to track workload of various types as it arrives, is completed, and
pending (backlogged) through the day and week.
The Show Hidden button allows you to display those work queues your administrator
has chosen to hide by default on the Work tab.
Employee Selection
Employees are listed on the left, in the Selection pane. You must select the employees
To view information, click one employee. That employee's information will appear on the
right.
Selecting groups of employees (using the Ctrl key) is not a valid option from this page.
Only one employee's information at a time can be displayed in this window.
Type a name in the Find box and click Go to locate a specific employee.
The Show Hidden button allows you to display those work queues your administrator
has chosen to hide by default on the Work tab.

249
Volumes
Filters
You can filter the Selection pane by selecting a filter from the View menu at the top of
the pane. Select Create Filter or Edit Filter to create a new filter or change an existing
one.
Work Page Pane

Use this pane to view a summary of the work entered for selected employees. Managers
can:
Enter the amount of work checked out from a work queue and checked in when
completed
Enter and track new work that arrives
View the status of each work queues inventory on an intra-day and/or intra-week
basis
Set the inventory of a work queue to an absolute number at any given time,
provided inventory associated with subsequent VCT Events do not fall below zero.
Hide work queues that the manager does not need to see.
There are five types of VCT events for which work can be entered; the work queue
profile determines which events are applicable for that given activity.
ArrivalsTeam managers have the ability to add arrivals to work queues, which
increases their inventories by the arrivals number. The arrivals get transformed into
volumes through an Integration Server adapter.
InventoryProvides the user a net total of outstanding work (backlog) for each
work queue of the organization at which the manager is working. Set Inventory
sets inventory to an absolute value at current time or selected datetime in the past
provided subsequent VCT events do not present a negative inventory.
Check-OutIdentifies a quantity of inventory as being worked on by a particular
team member. Checking work out for a work queue or sub-work queue decreases
the inventory level of that work queue or sub-work queue by that value and
increases Work in Progress (WIP) by that value. Work can be checked out
through the Work tab in the My Volumes section of the My Home module, which
is accessible to employees, managers, and administrators.
Check-InWork that is tied to a work queue or sub-work queue that has been
checked out can be checked back in. This process removes the amount from the
Work in Progress (WIP) tally for that queue or sub-work queue by the value of
the Check-In. Work can be checked in through the Work tab in the My Volumes
section of the My Home module, which is accessible to employees, managers, and
administrators.
Work-In-Progress (WIP)Provides users a net total of their work. (Check-Out
increases WIP; Check-In decreases WIP.)
The default view of this tab allows new work to be entered for the current date and time.
You can click the Selected time radio button to display a date and time selector so
work can be checked out or checked in, or arrivals added for a work queue at a
particular date and time in the past.

250
Volumes
History
Use the History tab to view the employee history by Type and VCT Work Queue.

251
Volumes
Employee Selection
Employees are listed on the left in the Selection pane. You must select the employees
To view information, click one employee; the employee's information will appear on the
right.
Selecting groups of employees (using the Ctrl key) is not a valid option from this page.
Only one employee's information at a time can be displayed in this window.
Type a name in the Find box and click Go to locate a specific employee.
Filters
You can filter the Selection pane by selecting a filter from the View menu at the top of
the pane. Select Create Filter or Edit Filter to create a new filter or change an existing
one.
History Page Pane

Use this pane to view a history of the work entered and completed for selected
employees. Managers can:
View history by event type, or can select [All Events] to view the history for all
events
Select the work queue to view or select [All Work Queues] to view all work
queues
View the corresponding time that an entry occurred
Sort any of the columns
Edit the value of any unmanaged VCT Event except Set Inventory as long as it
does not cause inventory of that work queue at subsequent times to fall below zero
Edit the Time field of any VCT Event except Set Inventory provided that the
inventory of subsequent VCT Events do not fall below zero
Additionally, the Managed column for a row indicates that the Operations Event File
Import and Transform adapter or Operations Data Management adapter has been run
for that instance, and, if the event is an arrival, that it has been converted into a volume
for that work queue. For that reason, a managed row is not editable.
Managers can monitor the VCT history throughout the day for any activity for any team
for which they have read permissions.

252
Work Queues
Work Queues
This section of the Organization Management module is only visible if you are
licensed for Financial Services Operations. It allows you to view and manage your
volume work queues and arrival patterns, and contains the following tabs:
Arrival Patterns

This pane is used to specify the parameters for a VCT work queue. There are three types
of VCT work queues:
1
Work Completed, WIP and Inventory: This work queue type has all the VCT
Event types of CHECKIN, CHECKOUT and ARRIVAL enabled.
Work Completed and Inventory: This work queue type has only ARRIVAL and
CHECKIN events enabled; a CHECKOUT event of equivalent value is automatically
generated for each CHECKIN event, so there is no WIP, only Work Completed.
Work Completed: This work queue type has only the CHECKIN event enabled,
which in turn generates an ARRIVAL and a CHECKOUT of equivalent values.
The parameters you can specify are:
As of: Use this date selector to view and/or set the Activity Handling Time for a
specific date.
Use Volume Capture: Select this option to specify the work queue as a VCT work
queue.
If you select Use Volume Capture, the following additional parameters are displayed:
Type: Select the work queue type:
-Work Completed, WIP and Inventory

-Work Completed and Inventory
-Work Completed
Show on Work Page: Allows you to distinguish a manual entry VCT queue from an
automated queue without requiring the creation of sub-organizations to hide the
automated VCT queues. If checked, that queue is displayed on the tab My
Home:My Volumes:Work as well as Tracking:Volumes:Work.
Activity Handling Time (in seconds): Enter the activity handling time (in
seconds) for the work queue. Click the pencil icon to the right of the field to enter
effectivity dates for the Activity Handling Time.
Arrival Pattern: Select the Arrival Pattern Type:
Operational Hours
Named Patterns

253
Work Queues
No Pattern
LQF Only: All VCT Chains for the corresponding VCT queue are triggered (active)
only during Linked Queue Forecasting and Scheduling and not during manual entry
or during automated VCT feed import. When the LQF Only checkbox is unchecked,
VCT chains for the current queue are active both during data entry or VCT file
import, and also during linked queue forecasting and scheduling.
To schedule, recalculate, or analyze LQF queues, you must select the Enable LQF
option on the calendar in the Forecasting and Scheduling module. Otherwise, linked
volumes are not generated.
The top portion of the pop-up window shows the history of effective dates that have
been applied to the selected work queue.
The lower part allows you to specify a new Activity Handling Time, and gives you the
following options for setting dates:
a. Update value for current period: This selection is the default, and replaces
the displayed value for whichever time period it is currently saved. If you always
save using this option, it has the same effect as having no effective dates and
always resetting the current value. If you are using effective dates, this option
updates the AHT for the current applicable period, which will not result in any
new mediation in start date or end date.
Editing the AHT value on the Work Queue Configuration page has the same effect as
using the Effectivity Pop-Up window with the Update value for current period option.
b. Insert value for period from: Allows you to set the new value from the
beginning of the period being viewed into the future to a specified date. If you

254
Work Queues
are using effective dates, a new interval is created. For example, if you have
previously set AHT to 10 between 1-1-2006 through no specified end date (that
is, forever), and now use this option to set AHT to 20 from 3-1-2008 to
4-1-2008, the end result is similar to the following:
1-1-2006 - 3-1-2008: 10
3-2-2008 - 4-1-2008: 20
4-2-2008 - forever: 10
c. Insert value from: Allows you to set the new value from the beginning of the
viewed period into the future, with no specified end date. If you are using
effective dates, a new interval is created or deleted. For example, if you have set
AHT to 10 from 1-1-2006 through no specified end date, and now use this option
to set AHT to 20 from 3-1-2008 to no specified end date, the end result is:
1-1-2006 - 3-1-2008: 10
3-2-2008 - forever: 20
Linked Queue Configuration

To schedule, recalculate, or analyze LQF queues, you must select the Enable LQF option
on the calendar in the Forecasting and Scheduling module. Otherwise, linked volumes are
not generated. Refer to the Workforce Management Schedulers Guide for more
information.
To configure work queues as LQF work queues:

1
In the web application, go to the Organization Management module, Work

Queues section, Work Queue Configuration tab.
In the Organization Name pane, select the organization the work queue belongs
to.
In the Queues pane, select the work queue you want to configure.
Click the Edit Work Queue button. The Work Queue Configuration window
appears.
Click to select the Use Volume Capture check box.
From the Type drop-down list, select a type. There are three types:
Work Completed, WIP and InventoryThis work queue type has all the
event types enabled (Arrivals, Check-out, and Check-in).
Work Completed and InventoryThis work queue type has only Arrivals and
Check-in events enabled; a Check-out event of equivalent value is
automatically generated for each Check-in event, so there is no Work in
Progress (WIP) event, only Work Completed.
Work CompletedThis work queue type has only the Check-in event enabled,
which in turn generates an Arrivals event and a Check-out event of equivalent
values.

255
Work Queues
In the Activity Handling Time field, enter the AHT. If desired, use the date
selector below the Activity Handling Time field to view and/or set the AHT for a
specific date or date range.
The AHT entered here on the Work Queue Configuration tab is the time standard
for the work queue. This time standard is calibrated by Verint Professional Services
as the average amount of time taken to process one item for the queue. This value
is used in productivity computations. If you are using linked queue forecasting and
do not have the AHT entered for the source queue in Forecasting and Schedulings
Forecast module, the AHT for the work queue will be automatically populated with
the time standard entered on the Work Queue Configuration tab for that work
queue.
From the Arrivals Pattern drop-down list, select the arrival pattern. There are
three types of patterning supported:
Operational HoursArrivals for each day are distributed evenly over the
organizations hours of operation.
Named PatternsArrivals for each day are distributed based on definitions you
provide.
No PatternArrivals are converted to volumes as is, at the times they actually
occur, without any spread. This pattern can be used if you want volumes to
follow the true arrival pattern, and if arrivals are frequent during the
organizational hours.
If desired, click to select the LQF Only check box.

Selecting this check box means that the work queue wont be available for VCT or
VCT data imports. If you want to use linked queue forecasting when forecasting and
scheduling, but dont want the VCT feed for the source queue to trigger volume
creation for the target queues (as it does in a typical VCT scenario), designate the
source queue as LQF only.
10 Do one of the following:
If the work volume from this work queue will flow to a target queue, click the
Add button on the right side of the screen.
OR
If the work queue will have no target work queues (that is, if this work queue is
the end of the chain), skip this step and the following steps. Click Save to save
your work.
11 From the Source Event drop-down list, choose the event from the source queue
that will cause the work item to flow from the source work queue to the target work
queue. This event will likely be Check-in.
12 From the Target Event drop-down list, choose the event the work flowing from the
source work queue will come to the target queue as. This event could be:
ArrivalsIf the target work queues type is Work Completed, WIP and
Inventory or Work Completed and Inventory
Check-inIf the target work queues type is Work Completed (the Arrivals is
implied with this type of work queue).

256
Work Queues
13 From the Target Work Queue(s) drop-down list, select the work queue that the
work will flow to.
14 From the Proportion Type drop-down list, select the type of work considered when
calculating workflow from one queue to another. The proportion may be a fixed
percentage, a forecasted percentage, or a relative period.
15 In the Period field, enter an integer that represents the number of weeks
considered when calculating workflow from one queue to another.
16 In the Proportion (Pct) field, enter the proportion of work that will flow from the
source work queue to the target work queue.
17 (Optional) Enter a number in the Bundle Size field. This field is applicable if
employees working on items in the source work queue check in items but the items
arent sent to the employees working on the target work queue until the required
bundle size is reached.
18 (Optional) Enter bundle lag time in the bundle lag fields.
You can use Bundle Lag to introduce a delay in the creation of the forecast for
target queues in a linked queue forecasting chain. If there is a delay in processing
that isnt being modeled by an activity, it can be modeled through bundle lag. For
example, imagine that Queue A produces 10 units of work at 9 AM and is chained
100% to Queue B. Without a bundle lag time, the 10 units of work would
immediately be pushed to Queue B as an arrival. However, with a bundle lag time of
2 hours, it would not become an arrival for Queue B until 11 AM.
19 Click Save.
The Multi-Select check box is not relevant for linked queue forecasting.

257
Work Queues
Arrival Patterns
Use the Arrival Patterns tab to view and edit the patterns that have been created. The
Operations Arrival Processing adapter can be configured to use an arrival pattern
defined here to convert ARRIVAL VCT Events into volumes by applying the arrival
pattern to the sum of ARRIVALS over a defined window. The purpose of the arrival
pattern is to be a close representation of the distribution of intraday work to be done.
From this tab, the following options are available from the options displayed in the lower
right of the pane:
Import Click this option to import a new pattern.
CreateClick this option to manually create a new pattern.
EditSelect an existing pattern and click this option to change the pattern's
settings.
DeleteSelect an existing pattern and click this option to delete the pattern.
Importing Arrival Patterns

Clicking the Import button opens a page that allows you to import a pattern created
from information contained in an external source file. The fields in the source file can
be delimited either by Tab characters or commas.

258
Work Queues
The page contains two areas:
File Setup
Use the fields in this section to specify the following:
Field
Description
File to Import
The path and name of the external file to be imported.
Name
The name assigned to the pattern.
Alignment Date
The date the pattern was created.
Duration (in days)
Delimiter
Use the drop-down menu to select either Tab or Comma as the

field delimiter used in the file.
Field Name and Column Number

Use the Field Name checkboxes and Column Number fields to specify the fields to be
imported, as follows:
Checkbox or Field
Description
Date
date.
Time
time.
Weight
Specifies the percentage allocation for each 15-minute interval.
Column Number
Specifies the order (1, 2, 3, etc.) in the external file of the date,
time, or weight column.

The following fields can be edited:

259
Work Queues
Field
Description
Name
A pattern name that you assign.
Description
A description of the pattern. This field is optional and provided

for your convenience.
Alignment Date
The starting day of week of the pattern. It is recommended

that you select a date in history prior to or coinciding with the
oldest import date.
Duration (in days)
Default frequency of
import
The frequency with which you are running the Operations

Data Management adapter. Typically, the Operations Data
Management adapter is run at the end of the day, in which case
this parameter should be set to one day. If you are running the
adapter every three hours, it should be set to three hours.
Daily Pattern
The quarter-hour distribution percentage of the pattern.

260
Chapter 11
Administering Reports
This chapter covers the following topics related to report administration:
Access Rights to Reports, page 261
Deploying Custom Reports, page 262
Enabling Users to Use Adhoc Reports, page 264
Report Dump, page 264
It does not cover how to run and view reports, nor does it cover report content. Refer to
the separate document, the Workforce Management Reports Guide, for that information.
Access Rights to Reports

Access to each report can be restricted to one or more roles (see Working with Roles
and Privileges in the Enterprise Suite User Management Guide).
Chapter 11 - Administering Reports
Deploying Custom Reports
To set the access rights for a report:

1
In the Reports module, click the Access Rights section.
In the left pane, highlight the report you want to set access rights for.
In the right pane, check the roles you want to have access to the selected report.
Click Save. Viewing the report is restricted to employees assigned the selected
role(s).

Click the Deployment section of the Reports module to access a page that allows you
to deploy or undeploy custom reports.

262
The left side of this page consists of a report topics (directory) list and any deployed
custom reports.
The right side of this page consists of form fields for deploying a new custom report. The
form consists of:
Report Topica field automatically filled in when you select a report topic on the
left side of the page.
Report Filenamea field for entering the filename of the Cognos report, which has
an xml extension.
Report Prompt Filenamea field for entering the filename for the Report
Parameter definition file, also an xml file.
Report Locale Filenamea field for entering the filename of the localization
properties of the report. This property file contains key/value pairs of the locale as
well as the localized report name.
To deploy a custom report:

1
Select a topic on the left side of this page, the topic under which the custom report
is to be viewed.
Use the Browse button to select the Cognos report.
Use the Browse button to select the Report Parameter file.
Use the Browse button to select the localization properties file of the report.
Click Deploy.
The custom report shows up on the left side of this page, under the selected topic.
Assign appropriate access rights to the report, as described in Access Rights to

Reports on page 261.

263
Enabling Users to Use Adhoc Reports
To undeploy a custom report:

1
Select on the left side of the page the custom report you want to undeploy.
Click Undeploy.
The selected report should be deleted from the system permanently.
Enabling Users to Use Adhoc Reports

Adhoc reports normally can only be modified, run, and viewed through the Cognos
ReportNet Query Studio. The number of licenses to use the Cognos ReportNet Query
Studio are extremely limited for most organizations.
At your option, users can be enabled, however, to run and view such reports without
having access to the Cognos ReportNet Query Studio.
Two privileges are involved:
Access Ad Hoc QueryThe role can launch the Cognos Query Studio using the Ad
Hoc Reports section of the Reports module. The role can then create, modify,
view, and delete ad hoc reports.
View Ad Hoc QueryThe role can execute and view ad hoc reports created
through the Cognos Query Studio, without having access to the Cognos Query
Studio, using the Ad Hoc Reports section of the Reports module.
Because these privileges are assigned at the role level, we recommend that you create a
role specifically for those users to whom you want to allow access to adhoc reports
without access to the Cognos Query Studio.
Report Dump
The Report Dump package is installed by default. It has two main functions for
Workforce Management:
1
It converts Planned and Actual Event data to a timeline so the data can be queried
more easily by report writers. (Writing queries on hierarchical events is possible
but very difficult and time-consuming.)
It computes the adherence timeline. The adherence timeline calculation is complex

and cannot be performed within a query.
By default, the Report Dump package retrieves data for the last 30 days. This setting
can be modified.

264
Report Dump
Tables Used by Report Dump

As it runs, the Report Dump package populates the following five tables within
ORGANIZATIONDAYUsed to do time zone conversion within the query. This

table is only populated the first time Report Dump is called.
PLANNEDEVENTTIMELINE
ACTUALEVENTTIMELINE
ADHERENCEEXCEPTION
TIMEZONE
Reports Dependent on Report Dump

Currently there are a number of reports that rely on Report Dump data.
The following reports rely on Report Dump having been run at least once to populate the
TIMEZONE table:
User Roles
Employee Info
The reports listed below require Report Dump to be run after any change to employees
organization assignments, to populate the ORGANIZATIONDAY table, or, for time
entries, schedule import, activity tolerance, or activity mapping, to populate the
ACTUALEVENTTIMELINE, PLANNEDEVENTTIMELINE, and
ADHERENCEEXCEPTION tables:
Adherence Minutes
Adherence Summary
Adherence Numbers By Interval
Adherence Exceptions
all Time-Off reports
Adherence Minutes and Adherence Summary compute daily aggregations on an

employee's workday. You supply a date range (local date), and these reports return
daily aggregations for all workdays that begin within the specified time range, based on
the organizations day boundaries.
All the Time-Off reports depend on the ORGANIZATIONDAY table which, as
mentioned above, is only populated the first time Report Dump is called. In addition, the
following Time-Off reports are dependent on the regularly updated data from Report
Dump:
Time Off Allocations by Time
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

265
Report Dump
All of the Staffing reports depend on Report Dump to populate one or all of the following
tables:
ORGANIZATIONDAY
PLANNEDEVENTTIMELINE
TIMEZONEAM
The reports listed below require Report Dump to be run after any change to employees
organization assignment, to populate the ORGANIZATIONDAY table, or time entries to
populate the ACTUALEVENTTIMELINE table:
Daily Time Record Summary
Detailed Time Record
Employee Activity Summary
Organization Activity Summary
Daily Activity Summary
Employee Activity Roll Up
Activity Roll Up
Activity Cost
All reports with an employee filter selector run a subset of Report Dump
automatically every time a report is run to populate the
EMPLOYEEFILTEREMPLOYEE table.
The default setting for the Report Dump Timer in Integration Server is to do a report
dump daily at 3 a.m., as a compromise between performance and how up to date the
data is. Running Report Dump is very CPU-intensive and increases network traffic. To
avoid degrading the performance of the rest of the system, we advise you schedule
Report Dump to run only at night, during non-peak hours.
As a result, be aware that regularly scheduled reports that rely on Report Dump are run
on the previous days data.
Real-Time Reporting for Adherence

To accommodate customers who want real-time reporting, you can select the Use Live
Data for Adherence Reports option from the General side-bar element of the
Administration section of the System Management module and run one of the
previously listed adherence reports, Report Dump is called to obtain data for the
specified interval for the selected organizations. This makes running a real-time report
much less CPU-intensive than running a full report dump before running the report.
However, real-time reports are still a considerable load on system resources, and
extensive use of this feature could degrade the performance of the rest of the system.

266
Chapter 12
Using the Systems

Management Module
The System Management module of Workforce Management contains the following
sections and tabs that have not been previously discussed:
Integration Server
Display and manage your system Integration

Servers status, including adapters. See
page 268.
General Settings
Allows you to configure system-wide

parameters, review your license data and
version and schema information, and configure
alerts in Workforce Management. Most of the
tabs associated with this section are
documented in a separate guide, the Enterprise
Suite System Administration Guide. This chapter
covers the following tabs, which are specific to
Audit Viewer
Allows you to review changes to such

entities as schedule, employee attributes,
organizational set-up, administrative set-up,
role changes, permission changes,
modifications to the forecast, and publishing
history. See page 279.
Media Types
Allows you to set up the time units used with

specific media types. See page 287.
Log
Log Viewer
Set up and view the system log to determine

system status and errors. See page 277.
Displays the current system log. See

page 277.
Chapter 12 - Using the Systems Management Module
Log Manager
Data Sources
Integration
Allows you to select among different system

log configurations. See page 278.
Set up and configure non-Scorecards data

sources:
Transformation
Operations
Only shown with an Operations license.

Allows you to specify how operations data,
which can be imported in many different
forms, should be transformed during the
import process into a form that can be used
in Workforce Management.
WIT Configuration
Only shown with an Operations license. For

items that cannot be mapped to one of the
standard Work Item Tracking (WIT)
attributes, this tab allows you to define
settings for custom attributes.
WIT Transformation
Only shown with an Operations license.

Allows you to specify the required data
transformations for any custom attributes
you define on the WIT Configuration
tab.
Each of the sections and its associated tabs are discussed separately in this chapter.
Two other sections not discussed in this guide may also be visible:
Installations
Alarms
These sections are components of both Operational and Advanced TDM Compliance
Recording, and are part of the Workforce Optimization Solution. The sections are used to
configure and manage Enterprise Management sites and recorders.
For information on using these sections, please refer to the System Administration
Guide for the appropriate release of TDM Recorder.
Integration
The Integration module gives you access to Integration Server, an open integration
platform that provides seamless information flow between contact center data sources
and applications, and the Workforce Optimization Solution. This relationship is illustrated
below.

268
Contact
Center
Applications
Integration
Server
Adapters
Integration
Integration
Server
Workforce
Optimization
Solution
Database
Database
Understanding Integration Server

Integration Server consists of the following main software components:
The Integration Server server, which resides on a server machine.
The System Management module. This module configures the server.
Integration packages, adapters, and interfaces for the most common types of ACDs.
These include Time Collection, Historical Time Collection, Agent Sync, Scorecards
Agent Stats, and Contact Statistics. Integration Server also provides generic
adapters and interfaces that you can use as a framework to create custom adapters
and integration packages.
Integration Server supports data exchange via a variety of protocols including file based
(XML or fixed format), all major database protocols, and a variety of proprietary based
CRM and telephony protocols. In addition to integrating with the solution, Integration
Server provides the functionality to manage integration with ACDs, CTIs, and email
systems.
The Integration Server server runs as a service on a Windows 2000 server computer.
The Integration Server server should always be set to run as a service on Windows
2000.
Server Architecture
The Integration Server provides the following services:
Framework services for managing integration tasks (in the form of integration
adapters and interfaces). These services include security, licensing, database
access, workflow management, error detection and recovery, logging and alerts,
and watch dog and scheduling services.
Monitoring the status of adapters and interfaces (example, connection to the ACD)
Controlling adapters and interfaces (start, stop)
Supplying configuration information to adapters and interfaces
Passing data from the adapters and interfaces to the database.
The Integration server and the adapters and interfaces talk to each other using a
protocol called Common Object Request Broker Architecture (CORBA). This architecture
enables pieces of programs, called objects, to communicate with one another regardless
of the programming language they were written in, or the operating system they are
running on.

269
Integration
Adapters and Interfaces

All Integration Server adapters and interfaces are currently designed to run on the same
machine as the Integration Server.
Adapter Managers
Each adapter is managed by an adapter manager (one for each adapter instance). All
adapter managers are configured on the Integration Server. An adapter manager sends
commands or configuration information from the Integration Server to the adapter, and
the adapter sends event information to the Integration Server through the Adapter
Manager. Each adapter is a separate process.
Integration Server Features

Integration Server provides several advantages by integrating call center components. A
single installation of Integration Server can simultaneously integrate multiple Automatic
Call Distributors (ACD), Computer Telephony Integration (CTI) Servers, Report Servers,
and/or Intelligent Routers with the Workforce Optimization Solution server. This provides
a stable, reliable, easy-to-use, cost-effective system for accessing and importing
employee information, monitoring employee adherence, and synchronizing employee
data from multiple sources. In addition, Integration Server includes robust error
detection and logging. It also includes reporting for easy troubleshooting, as well as the
ability to manage your adapters and interfaces except for the parts which reside on the
source systems. The illustration below shows a basic block diagram of Integration
Server.
Time
Collection
Adapter
Historical Time
Collection
Adapter
Contact
Statistics
Adapter
Agent
Stats
Adapter
Integration Server Platform

User Interface
Configuration
& Control
Workflow
Error Log

Monitoring
270
Integration
Integration Server simultaneously supports a variety of technologies, including:
Remote configuring and monitoring
Simultaneous support of multiple types of data sources
Historical data import
Dynamic report importing workflow management
Diagnostics
Enhanced error logging with user-configurable viewer
Automatic startup as a service
Extensible, including custom solutions
Multi-contact support
Multi-contact adapters
Time Collection (Real-Time Agent Adherence (RTAA))
Historical Time Collection (Historical Agent Adherence (HAA))
Data Junction
Agent configuration
Agent performance data import
These are described further on in this chapter.
Managing Integration Server

The Integration section of the Workforce Optimization Solutions System
Management module shows you the names of the various integration servers for your
site, their fully qualified names, and the RMI ports through which they communicate.
Once you select one of the servers and click Edit Configuration, the display changes to
show you the configured adapter packages and their components. The left pane of the
window displays a tree format that includes:
the Integration Server server (the machine name is displayed to the right of the
words Integration Server in the format of [Root@<MACHINE NAME>
the selected integration packages
their components.
The right window displays the available tabs for the selected server, package, or
components. This window is described in detail in Chapter 13 Using Integration Server
Integration Packages, on page 299.
NOTE
When the top level (Integration Server) is selected on the left (this level is also
referred to as root level), you also can see the machine name displayed near the
top of the right window.
Each integration package contains a set of integration components that are designed to
do a specific integration task, including retrieving and manipulating the specified data
from the data source. Integration components can be either predefined (come as part of

271
Integration
the package) or user specified. The extent of the tree depends on how many integration
packages have been added to the Integration Server server, and how many components
each package has.
The system assigns default names in the tree view. The names are followed by system
names in brackets. You can change all adapter and interface names and descriptions as
desired, but you cannot change those of the adapter or interface components.
The Integration Sections Layout

As described previously, once you have selected an integration server and clicked Edit
Configuration, the display changes to show you the configured integration packages
and their components. Each major part in the left pane, whether the Integration Server,
adapter or interface, or component, has associated with it a specific set of tabs that are
displayed in the right window. You use these tabs to manipulate its settings. Only the
tabs that you have permission to use are visible. These tabs are described briefly below
and are covered in detail in Chapter 13 Using Integration Server Integration Packages.
Integration Server Tabs

The Integration Server is the highest level component in the Integration Server
Configuration windows tree. The content and structure of the Integration Server is
controlled by a set of tabs. These tabs are described below.
Monitor tab
At the package level, the Monitor tab displays the status of the package and its
components. You can also use this tab to control the operation of the package.
Configure tab
At the Integration Server level, the Configure tab is used to set up the description
of the Integration Server. It also allows an advanced configuration parameter to be
set.
Workflow tab
At the Integration Server level, the Workflow tab is used to activate or deactivate
the integration packages, or specify the order in which they should run.
The Monitor Tab

The Monitor tab is shown when you select the Integration Server [Root@<MACHINE
NAME>]. This tab consists of two containers:
Integration Server Status

You use this tab to view the current status of the server. From this tab, you can also
start and stop the integration server.
Manager Status
You use this tab to view the current status of the integration tasks. An integration
task is a logical grouping of one or more functional components that together can
perform tasks such as real-time employee monitoring.
From this tab, you can start and stop the integrations task packages that are listed
in the container.

272
Integration
The controls for this tab are described in the following table.
Item
Description
Integration Server
Status
This containers scrollable area shows the dates and times of

the servers last ten events.
Manager Status
This container lists all the Integration Server packages that

have been installed. The scrollable area to the right of each
listed package shows the date and time of the last change
made to the selected Integration Server Package.
Stop/Start
This button is used to stop the related integration component.

Click on the button to stop the process. When the process is
stopped, a red stop-sign icon appears on the left of the
screen in line with the process. When you stop a sub task, the
server and all other sub tasks remain active. However, when
you stop the server, you also stop all of the servers packages.
Status Light
A status light appears to the left of the server or a package. If

a red or yellow light is displayed, go to the log and read the
message to determine the cause.
A red light means that the latest status message shows an
error. A yellow light means that there has been an error within
the last ten messages. The status light will turn green when
there is no error in the last ten messages.

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Integration
Stopping and Restarting the Server and its Packages

To stop a selected integration package, click on the Stop button to the right of its name.
As shown in the following illustration, only that package is stopped. The server and
other packages remain active. Note that the Stop button legend changes to Start. To
restart the package, click on the Start button.
To stop the server and all packages at once, click the Stop button shown at the right of
the Integration Server Status container. As shown in the following illustration, the server
and each of its packages are stopped and the Stop icon appears to the left of each
listing.
NOTE
All packages, no matter what their current status is when the server is stopped,
are automatically restarted when you restart the server.

274
Integration
The Configure Tab

The Configure tab for the Integration Server is shown below. Its controls are described
in the table following the illustration.

275
Integration
Item
Description
Integration Server Settings - Server Description
The name of the Integration Server is

displayed in the Description field.
To change the name of the selected
unit, enter a new name in the field
and select Save.
(read/write)
Advanced Configuration
Do not change any of the settings in

this container unless you are so
instructed by Technical Support.
The Workflow Tab

The Workflow tab allows you to enable and disable integration server packages and
determine the order in which they run. The following illustration shows this tab when the
integration server is selected.
The following table describes the features of the Workflow tab.

Item
Description
Available
Packages
Lists the available integration packages, including:
Selected Packages
licensed adapters for vendor-specific systems

generic packages, which you can customize as needed (and
which do not require a license)
Lists the integration packages that you have currently selected to

deploy with the integration server.

276
Using the Log Tab
Use the arrows (

and
) between the list of available and selected packages to
add or remove packages. Use the up and down arrows (
and
) to the right of
the list of selected packages to reorder the components, and thus, the workflow. Select
a component and press the desired arrow to move the component up or down as
needed.
For information on enabling and configuring adapters, refer to Chapter 13 Using
Integration Server Integration Packages.
Using the Log Tab

You use the Log section of the System Management module to set up and view the
system log to determine system status and errors.
NOTE
The default location of the log files is:

C:\Documents and Setting\<username>\Local Settings\Application
Data\Verint Systems\Forecasting and Scheduling\Logs
Under Windows Vista, however, the default location of the log files is:
C:\Users\<username>\AppData\Local\Verint
Systems\Forecasting and Scheduling\Logs
Log Viewer
The Log Viewer tab displays the current system log. It starts with the most recent
event.
Click Next to view the next page of the log.
Click Restart to return to the most recent event.

277
Using the Log Tab
To configure the log:

1
Click Configure. The Log Viewer Configuration page opens.
Select the server you want to log information for.
Select the log type from the drop-down menu.
- DefaultLogs system data according to the current log configuration.

- Error DumpLogs additional information used to troubleshoot problems.
4
Type in the items to use to filter the report. The report will contain only these items.
Select the severity of the errors to display.
Select the time frame of the report.
Click Save. The filtered report is displayed.
Log Manager
Use the Log Manager tab to select among different system log configurations, which
determine the type of information that will be logged. Configuration options are included
as .xml files.
Do not change any of the active log configurations except in consultation with Technical
Support. Changes can have a significant impact on the performance of your system.

278
Using the Log Tab
To activate a configuration:
1
Select the server from the list in the upper right corner of the page.
Highlight the configuration that will provide the information you want and click
Activate.
Viewing an Audit Trail

Use the Audit Viewer side-bar element to configure search criteria for querying audit
trail entries. The search criteria are used to filter the audit trail entries.

279
Using the Log Tab
The following table lists the audit modules and the actions that can be audited for each
module:
Module
Action
Archiving
Create Schedule
Delete Campaign
Delete Schedule
Import Views/Migrate Campaigns
Save Campaign
Save Campaign Conditions
Save Campaign as
Update Schedule
Audit Trail
Query Audit Trail
Business Rule
Create
Delete
Update
Call Lock
Add Call to Case

Add Eware
Assign Query Template
Assign Query Templates
Create Case
Deassign Query Template
Designate Drive
Remove Call from Case
Remove Case
Remove Eware
Search Eware
Update Case
Update Eware
Contact Attribute
Create
Delete
Update
Update Custom Data(CDF) Mapping
Update UDF Mapping

280
Using the Log Tab
Module
Action
Data Source
Assign Members to Group

Associate Recorders to Group
Create
Create Agent Mapping
Create Data Source Group
Create Group
Create Phone
Create Phone Range
Create Workstation
Delete
Delete Agent Mapping
Delete Data Source Group
Delete Group
Delete Phone
Delete Workstation
Import
Schedule Import
Unassign Members from Group
Employee
Create
Delete
Terminate
Update
Employee Group
Create
Delete
Update

281
Module
Using the Log Tab
Action
Installation Node
Block or Unblock Server

Cluster Site
Copy Replay Restriction
Copy Server
Create
Create Replay Restriction
Delete
Delete IS-Recorder Association
Delete Replay Restriction
Import Replay Restriction
Reset Alarm and Profile Settings
Restore Enterprise Settingcs
Revert Alarm Profile Setting to Parent
Revert Alarm Setting to Parent
Save Enterprise Settings
Save Recorder Mode
Save Role Association
Synchronize Extensions
Synchronize Replay Restriction
Uncluster Site
Update
Update Alarm Profile Setting
Update Alarm Setting
Update Global Alarm Setting
Update IS-Recorder Association
Update Pair Association
Update Replay Restriction
License
Update License
Upload License File
Publishing
Publish
Unpublish

282
Using the Log Tab
Module
Action
Quality Administration
Copy employees to Group

Create Group
Create Role
Create employees
Delete Group
Log Off
Log On
Move employees
Move employees to Group
Move employees to Role
Update Group
Update Role
Update employees
Quality Business Rule
Copy Business Rule

Copy Business Rule Folder
Create Business Rule
Create Folder
Delete Business Rule
Delete Folder
Move Business Rule
Move Business Rule Folder
Update Business Rule
Update Folder

283
Using the Log Tab
Module
Action
Quality Contact
Agent LogOff
Copy Contact
Copy Folder
Create Annotation
Create Folder
Delete Annotation
Delete Contact
Delete Folder
Export Contact
Move Contact
Move Folder
Replay Contact
Save Monitor
Update Annotation
Update Contact
Update Folder
View Monitor
Quality Evaluations
Create Evaluation
Create Folder
Create Form
Delete Evaluation
Delete Folder
Delete Form
Import Form
Mail Evaluation
Move Evaluation
Move Evaluation Folder
Print Evaluation
Update Evaluation
Update Folder
Update Form
View Evaluation
Reliable Messaging
Delete Message
Delete Message Job

284
Using the Log Tab
Module
Action
Remote Component
Alarm Notification Configuration Update

Alarms Configuration Update
Alarms View Configuration Update
Analyzer Configuration Update
Archive Configuration Update
Audit Entry Tampered
Checksum Updated
Component Logs Update
Compression Type Configuration Update
Consolidation Configuration Update
Disk Management Configuration Update
Email Configuration Update
Extension Configuration Update
File Tampered
IF Adapter Configuration Update
Live Monitor Configuration Update
ManageComponent Service
Media Verification
Network Setting Configuration Update
Recorder Configuration Import
Recorder Configuration Update
Recorder Licensing Update
SNMP Configuration Update
User Update
Voice Card Configuration Update
Report Framework
Create Adhoc Report

Create Report Request
Delete Adhoc Report
Delete Report Instance
Delete Report Request
Deploy Custom Report
Edit Adhoc Report
Run Report Now
Run Report Trimmer
Set Access Rights
Undeploy Custom Report
View Adhoc Report
View Report Instance

285
Using the Log Tab
Module
Action
Scheduling
Create
Delete
Update
Security
Change Password
Login
Logout
Security - Role
Create
Delete
Update
Security: Access Rights
Security Assignment
Security: Role - Privilege
Security Assignment
Security: Role - Scoped Privilege
Security Assignment
Security: Role - Secure Fields
Security Assignment
Security: User
Change User Status

Create
Delete
Update
Time Record
Create
Delete
Update
Leaving all form fields as they are (without giving any values) when the page loaded and
clicking View at the bottom of the page returns all audit entries, up to a maximum of
500 entries per query.
The fields consist of the attributes of an audit entry:
Field
Description
Actor (User Name)
The user name of the person who performed the action.
Module
The name of the software module where the action

occurred (for example, Security). This value is set using
a drop-down menu. (Module here does not refer to the
top-level modules, such as Organization
Management.)
Action
The name of the auditable action (for example, Change

Password). This value is set using a drop-down menu.

286
Using the Log Tab
Field
Description
Object Name
The name of the object that was updated. This value

depends on the audit entry action. For some actions, such
as Change Password, the object name is the name of
the user whose password was changed.
Time of Event
The time when the event/action occurred. This value can

be set using a a Date and Time range selector.
Impact Time Frame
The time frame where the change will be impacted. This

value can be set using a Date and Time range selector.
To view the details for a row in the list, either double-click the row or select the row and
click View Details.
You can select the columns to be displayed on this page using the drop-down
Customize menu to choose any previously saved configurations or you can create a
configuration by choosing the Edit option from the drop-down menu.
As for other pages in the web application, you can control the number of entries shown
on the page using the pagination controls at the bottom of the page. The default number
of entries shown is 20.
You can return to the Audit Viewer Configuration page by clicking Configure.
Click Restart to rerun the last query again and display the first page of the results.
This button is provided for your convenience, enabling you to rerun the last query for
updated results without having to navigate back to the Audit Viewer Configuration
page.
Depending on the values you supply for the audit fields, you could:
Show all audits from user admin
Show audits from any user to employee John Smith in the last week
Show all audits from any user to the Jan 1 - Jan 7th schedule of Employee John
Smith
The Media Types tab in the General Settings section of the System Management
module is used in Forecasting and Scheduling.
Media Types
This tab allows you to set up the time units used with specific media types. Use the
drop-down selector to specify whether the media type should use units of seconds,
minutes, or hours.

287
Data Sources
Data Sources
This section covers those tabs of the Data Sources section that are specific to Workforce
Management, namely:
Transformation Operations, page 288
WIT Configuration, page 293
WIT Transformation, page 295
Transformation Operations
As mentioned previously, operations data can be imported in many forms. These forms
need to be transformed during the import process into a form that can be used in
Workforce Management.
The Transformation Operations tab, which is only visible if you are licensed for the
Operations features, and have created an Operations data source or a Phone data
source, consists of a data source selector pane and a number of areas allowing you to
specify the required data transformations.
The transformation you specify here is a step in the processing of the Operations
Event File Import and Transform adapter. The information you supply here governs the
mapping, processing, and conversion from the import file format(s) to the data schema
used in Workforce Management. The transformation is configurable for each individual
Operations data source. The adapters provide for the scheduling and periodic execution
of the transformations.
The configuration of the Operations Event File Import and Transform adapter governs
the mapping between data import frequency, data transformation, and import file
location. A new adapter needs to be created for each variation in those items.

288
Data Sources
The Transformation Operations tab consists of a Data Source Name selector and six
data areas on the right-hand portion of the page:
Import Attribute Specification
Import attribute | Default value
Lookup value | Replace value
Import attribute | Filename mask
Operations attribute
Import Attribute Specification (checkbox)
To specify a transformation for an operations data source:

1
Select an operations data source in the Data Source Name selector pane.
Specify the column headings of the import file. The Import column headings and
attributes field is a text box. Enter the headings as a comma-separated text string.
The headings should be in the order that they appear in the import file. Column
headings must be single words; no spaces are allowed.
Check the Take event create date from file timestamp box to use the import
files timestamp as the imported events creation date. This box is used in case the
file to be imported doesn't have a Date column. You can then select the file
timestamp as the date to be shown next to each event that is in the file. Selecting
this option disables the Create Date row in the Operations attribute table. (The
box next to Create Date is empty; no Date name needs to be entered in the
Import column headings and attributes field.)
Check the Rollup events to 15 min buckets box to roll up event data within 15
minute buckets. This is to reduce the number of events where very fine grained
data is imported.
For example, consider an import file with the following data:
Count,DS,
ID, Event, Value, Date
0,
Oahu, 1A, 1,
10,
10/11/2007 09:00:00
1,
Oahu, 1A, 1,
20,
10/11/2007 09:01:00
2,
Oahu, 1A, 1,
15,
10/11/2007 09:06:00
3,
Oahu, 1A, 1,
10,
10/11/2007 09:10:00
4,
Oahu, 1A, 1,
5,
10/11/2007 09:15:00
5,
Oahu, 1A, 1,
12,
10/11/2007 09:29:00
If you were to roll these up into 15 minute buckets, you would see two events in the
web application: those from 09:00:00 through 09:14:00, and those from 09:15:00
through 09:29:00. The aggregate of the first event would be 55 (10+20+15+10),
and the second 17 (5+12).
5
Optionally specify attributes and default values by clicking Add and specifying an
Import attribute and its associated default value.
Some files have default, unspecified data on a per file basis. You can specify
attributes and default values on a per data source basis. These attributes can then
be treated just like a column attribute from within the file. For example, they can be

289
Data Sources
used with a mask, arithmetic processing, aggregated with other columns, and so
forth.
For example, if a file did not contain a Date column, you could specify a default
value for Date.
6
Specify look-up values and replacement values by clicking Add and specifying a
value to look for in the import file, and the value to convert it to upon import.
This feature is especially useful if, for example, you have too many data source
groups. Consider an import file with the following data:
Count,DS,
0,
oahu1, jane, 1,100,
10/12/2007 09:00:00
1,
oahu1, jane, 2, 20,
10/12/2007 09:00:00
2,
oahu1, jane, 3, 15,
10/12/2007 09:00:00
3,
oahu2, jane, 1,100,
10/12/2007 09:00:01
4,
oahu2, jane, 2, 20,
10/12/2007 09:00:01
5,
oahu2, jane, 3, 15,
10/12/2007 09:00:01
6,
oahu3, jane, 1,100,
10/12/2007 09:01:01
oahu3, jane, 2, 20,
10/12/2007 09:01:01
8,
oahu3, jane, 3, 15,
10/12/2007 09:01:01
9,
oahu4, jane, 1,100,
10/12/2007 09:02:00
10,
oahu4, jane, 2, 20,
10/12/2007 09:02:00
11,
oahu4, jane, 3, 15,
10/12/2007 09:02:00
You can consolidate the four different data source groups into one, as shown in the
following graphic:
If two or more Data Source Groups have events that take place in the same
time, the same type events should be aggregated.
Specify any file name masking needing to be done by clicking Add and specifying
the column containing the data and the file name mask to apply.
The file name may be used to transfer information that applies to all of the events
within the file. Attributes can be declared and masked out of the file name. These
attributes can then be treated just like a column attribute from within the file. For

290
Data Sources
example, they can be used with a mask, arithmetic processing, aggregated with
other columns, and so forth.
Use the character X to extract a character from the file name, and the underscore
character _ to ignore a character.
For example, if your input file name contained both the employee ID and the data
source group name, such as Oahu,jane.csv, you could use the following mask for
that information:
Specify the transformation for each Operations attribute you want to make on the
data.
Given a text file with column data, there are five basic operations available to apply
to transforming the data:
-Column to data field mapping, including aggregation of multiple columns.

-Date formatting.
-Arithmetic operation
-Lookup and replace operation
-Masking
These operations can be combined (with some restrictions) for each required
Operations attribute. The list of Operations attributes is:
-Event type: Arrival, Check-out, Check-in, Work-in-Progress (WIP). This field is

mandatory.
-Value:Amount of work for the event.

-Employee ID: Identifies the employee. This is the Employee ID specified for the
data source on the Profiles tab in the People module for that employee. The is
alpha-numeric, and unique.
-Data source group: Data source group name for the event.
-Create date: Date of the event.
For example, consider an import file with the following data:
Count,DS,
0,
Oahu, 1A, 1,
3,
10/11/2007 09:00:00
1,
Oahu, 1A, 1,
4,
10/11/2007 09:01:00
The Operations attributes would then be entered as:

Event type:
Event
Value:
Value
Employee number:
ID
Data source group:
DS
Create date:
Date

291
Data Sources
Import files generally have one additional column that is usually named Count.
Count is the column heading that counts the number of rows that have data in
the file to be imported. This column needs to be among the column headings
listed in the Import column headings and attributes field near the top of the
page.
For the arithmetic and logical operations, enter the calculation, in terms of the
import file column headings.
Spaces must be entered before and after mathematical operators. Formulas that
include parentheses are not supported. For example, a*(b+c) should be entered as
a*b+a*c
For the mask, enter the pattern to apply. For example, if the file to be imported has
the information for Employee ID and Data Source Group shown in one column
(DS_ID), such as oahu_jane, you could use the following mask:
For the Date Format, select one of the date formats from the drop-down selector.
The following image illustrates a completed transformation specification:
To auto-create data source groups, check the Create Data Source Group - no
event population, resets after adapter execution checkbox. This checkbox can

292
Data Sources
be used the first time you import data, to facilitate the creation of data source
groups. No other data is imported this time.
NOTE
Once created, these data source groups then have to be manually mapped
to respective queues in the Work Queue Group Mapping tab under
Work Queues in the Organization Management module. Once
mapped, the first file has to be re-imported to populate the rest of the VCT
data.
10 Click Save to save your transformation.

11 Configure an Operations - Event File Import and Transform adapter to use the
Operations data source for which you configured the transformation. Refer to the
online help for the Operations - Event File Import and Transform adapter for more
information.
WIT Configuration
Work Item Tracking (WIT) data that is imported from Operations data sources typically
contains a number of standard attributes, including:
Employee
Data Source Group (mandatory)
External ID (mandatory)
Status
Age
Is Workable
Creation Date (mandatory)
Closed Date (mandatory)
Closed By
Created By
Description
Type
For items that cannot be mapped to one of the standard attributes, this tab allows you
to define settings for custom attributes.

293
Data Sources
Click Add in the top container to create a custom attribute and specify:
a name for the attribute
its data type (DATE, TEXT, or NUMBER)
whether the imported data is a collection (the imported field contains multiple
delimited values)
the separator character used in a collection (# or @)
miscellaneous settings
-the units (Hours or Days) for its aging buckets

-the fields from the data source that can be used in filters for WIT dashboards and
reports
Click Add in the middle container to create age buckets for the data source. Up to seven
age buckets can be defined per data source. This container allows you to specify:
the age bucket name
its lower limit
its upper limit
an optional description
Click Add in the bottom container to define custom status types that reflect a specific
Customer Relationship Management (CRM) systems definitions for ticket status, and
map these custom status types to WIT standard status types. (You can then search for
these custom status types using the WIT filter in WIT dashboards.) The container allows
you to specify:
the custom status name

294
Data Sources
the WIT status to which it is mapped (ASSIGNED, ON HOLD, REOPEN,

REASSIGNED, CLOSED, OPEN)
For existing items, select the item and click Delete in its container to remove that item
from the data source definition.
When you are finished making changes, click Save to save your changes, or click
Revert to cancel any changes you have made since last saving.
WIT Transformation
As mentioned previously, operations data can be imported in many forms. These forms
need to be transformed during the import process into a form that can be used in
Workforce Management.
The WIT Transformation tab, which is only visible if you are licensed for the
Operations features, and have created an Operations data source, consists of a data
source selector pane and a number of areas allowing you to specify the required data
transformations.
The transformation you specify here is a step in the processing of the Operations WIT
Event File Import adapter. The information you supply here governs the mapping,
processing, and conversion from the import file format(s) to the data schema used in
Workforce Management. The transformation is configurable for each individual
Operations data source. The adapter provides for the scheduling and periodic execution
of the transformations.
The configuration of the Operations WIT Event File Import adapter governs the
mapping between data import frequency, data transformation, and import file location.
A new adapter needs to be created for each variation in those items.

295
Data Sources
The Transformation Operations tab consists of a Data Source Name selector and five
data areas on the right-hand portion of the page:
Processing option
Import Attribute Specification
Import attribute | Default value
Lookup value | Replace value
Import attribute | Filename mask
Transformation specifications
To specify a transformation for an operations data source:

1
Select an operations data source in the Data Source Name selector pane.
Specify the processing option. (Currently, only one processing option, Import
Work Item Tracking data only, is supported, and is selected by default.)
Specify the column headings of the import file. The Import column headings and
attributes field is a text box. Enter the headings as a comma-separated text string.
The headings should be in the order that they appear in the import file. Column
headings must be single words; no spaces are allowed.
Check the Take event create date from file timestamp box to use the import
files timestamp as the imported events creation date.
Specify look-up values and replacement values by clicking Add and specifying a
value to look for in the import file, and the value to convert it to upon import.
This feature is especially useful if, for example, you have too many data source
groups. Consider an import file with the following data:
Count, ExternalID, DataSourceGroup,EmployeeID,ClosedDate,CreationDate
0, external0, oahu1, jane, 2010-11-22 09:00:00, 2010-11-20 09:00:00
1, external1, oahu1, jane, , 2010-11-20 10:00:00
2, external2, oahu1, jane, , 2010-11-20 1:00:00
You can consolidate the four different data source groups into one, as shown in the
following graphic:

296
Data Sources
If two or more Data Source Groups have events that take place in the same
time, the same type events should be aggregated.
Specify any file name masking needing to be done by clicking Add and specifying
the column containing the data and the file name mask to apply.
The file name may be used to transfer information that applies to all of the events
within the file. Attributes can be declared and masked out of the file name. These
attributes can then be treated just like a column attribute from within the file. For
example, they can be used with a mask, arithmetic processing, aggregated with
other columns, and so forth.
Use the character X to extract a character from the file name, and the underscore
character _ to ignore a character.
For example, if your input file name contained both the employee ID and the data
source group name, such as Oahu,jane.csv, you could use the following mask for
that information:
Check the box for each attribute that is part of the feed, and supply the attributes
column header in the Import attribute field.
Specify the transformation for each WIT attribute you want to make on the data.
Given a text file with column data, there are six basic operations available to apply
to transforming the data:
-Column to data field mapping, including aggregation of multiple columns.

-Date formatting.
-Arithmetic operation
-Logical operation
-Lookup and replace operation

297
Data Sources
-Masking
These operations can be combined (with some restrictions) for each required
attribute.
Default values for the basic (pre-translation) column attributes can be specified.
Column attributes can also be parsed out of the file name.
The Item create date can be taken from the import file timestamp.
For the arithmetic and logical operations, enter the calculation, in terms of the
import file column headings.
Spaces must be entered before and after mathematical operators. Formulas that
include parentheses are not supported. For example, a*(b+c) should be entered as
a*b+a*c
For the mask, enter the pattern to apply. For example, if the file to be imported has
the information for Employee ID and Data Source Group shown in one column
(DS_ID), such as oahu_jane, you could use the following mask:
For the Date Format, select one of the date formats from the drop-down selector.
9
Click Save to save your transformation.
10 Configure an Operations - WIT Event File Import adapter to use the Operations data
source for which you configured the transformation.

298
Chapter 13
Using Integration Server

Integration Packages
This chapter describes the integration packages and how to use them. This chapter
contains the following major topics:
Integration Packages, page 299
Enabling Adapters, page 300
Integration Package Tabs, page 301

NOTE
Descriptions of some adapters and interfaces are included in this chapter to

provide basic information about how they work. Each adapter or interface,
however, has its own guide or chapter in a vendor-specific guide. For detailed
and/or specific information about prerequisites, setup, and configuration, please
see the guide for the adapter or interface.
Integration Packages
An Integration package is a set of integration components bundled together to act as a
unit. One of the possible components in the integration package is an adapter. Together,
these components accomplish the specific task that the package was designed to do. An
integration package can be either generic or vendor-specific. Those that are generic are
referred to as interfaces; those that are vendor-specific are referred to as adapters.
Interfaces allow you to access data from ACDs and other data sources that are not
covered by any of the existing adapters.
NOTE
For the sake of convenience, this chapter uses the term adapter for both interfaces
and adapters.
Chapter 13 - Using Integration Server Integration Packages
Enabling Adapters
Integration Server includes preconfigured integration packages that are used to

integrate Integration Server with vendor-specific call center hardware and software or
other data sources. These include the packages described below. In addition, you can
modify a preconfigured package to create a custom one, or create a custom package
directly from the various components and adapters available in Integration Server.
In general, the relationship among a package, its adapter, and its components is
tree-like, as shown below:
Package
Adapter
Component
Most packages contain both an adapter and one or more components, but some
packages, such as those that integrate with reporting packages from other vendors, do
not contain an adapter. They only contain components.
In this guide, no significant distinction is made between an integration package and an
adapter; both terms are used interchangeably.
Enabling Adapters
This section describes the adapter types and explains how to enable an adapter.
When Integration Server is installed, all available adapters are also installed, but are not
added to the system configuration.
During the initial installation and configuration process, the pre-installed adapters are
added into Integration Server. You will typically not need to remove or add adapters, but
for reference, the adapters are added, removed, and ordered as described in the
chapter on using the System Management module in the Workforce Management
Administration Guide.
You must acquire licenses to use each adapter. Contact your sales representative if you
need a license.
Adapter Types
The following section shows the various types of adapters and briefly how to set them
up. Each adapter comes as part of an integration package that manages the adapter,
including setting up the following operating parameters for each adapter.
When and how often the adapter will run.
The data source from which the adapter retrieves employee information.
The database to which the information retrieved by the adapter will be sent

300
Integration Package Tabs
Adapters generally fall into the following categories:
Generic: Allow you to create your own integration package.

Time Collection (also known as RTAA): Allows you to import real-time employee
adherence data into the Workforce Management database.
Historical Time Collection (also known as HAA): Allows you to import historical
employee adherence data into the Workforce Management database.
Scorecards: A set of adapters that extract source measure data from the
Scorecards data sources, populates the Scorecards data warehouse, and performs
calculations to derive the Key Performance Indicator (KPI) data.
Direct Contact Statistics (DCS): Allows you to import direct contact statistics into
the Workforce Management database.
Agent Sync: Allows you to import employee information (such as Name, Contact
information, etc.) from an external source.

The following section describes the tabs in a typical adapter manager package. The
example used here is based on both the Avaya API for CMS and Avaya STCI for CMS
interfaces. Integration packages are configurable by those with administrator privileges.
NOTE
The preconfigured package for a specified vendor may not work for all hardware
and software versions, configurations, and implementations supported by that
vendor. You may need to modify the integration package to match the specific
implementation of the ACD or other data source.
This section only discusses the top-level controls. For detailed information on the
lower-level controls, refer to the online help which you can access by clicking Help
while you are at the top level of the individual tabs.
The following illustration shows the Monitor tab when you select the Avaya ASCM for
CMS package. The controls for this tab are described in the table following the graphic.

301
Item
Description
Avaya ASCM for CMS status
The scrollable area in this container shows the dates

and times of the changes made to the server.
Stop/Start
The Stop/Start button is used to halt or restart the

process of the selected integration component. Click
on the button to stop the process. When the
process is stopped a red stop icon appears on the
left of the screen in line with the process, and the
legend on the button changes to Start. You can
independently stop or start any integration
package.
Import Now
This button is used to trigger the adapter on

demand.
Avaya ASCM for CMS

components
Each of the components of the package are listed,

with a scrollable area showing the timestamps for
events related to the components of the integration
package.
Status Light
A status light appears to the left of the server

or a package. If a red or yellow light is
displayed, go to the log and read the message
to determine the cause.
A red light means that the latest status
message shows an error. A yellow light (see
illustration) means that there has been an
error within the last ten messages. The status
light will turn green when there is no error in
the last ten messages.

302
The Configure Tab

The Configure tab for the Avaya ASCM for CMS package is shown below. Its top-level
controls are described in the table following the graphic.
Item
Description
Integration unit settings - Description
This field contains the user-specified name of

the integration package.
Report settings
This container shows the various configurable

keys associated with the reports used by this
package.
Archive settings
This container allows you to specify if any

command needs to be executed at the end of
report file processing. Also, for each report
class (Archive, Error, Diagnostic, and
Intermediate), you can specify the location of
the report files. You can also specify for each of
these, except Intermediate, the number of
days to archive the reports.
Do not change any of the settings in this

container unless you are so instructed by
Technical Support.

303
To contrast, the Configure tab for the Avaya STCI for CMS interface is shown below:
Its top-level controls are divided into the following containers:
Integration unit settings
Item
Description
Description
Optional user entry to describe this adapter manager package. This field
is editable. You can specify any desired description for your adapter
manager package node and click Save to make the change effective.
Datasource State
Data sources associated with Time Collection adapters are checked periodically for
their status. The monitoring function does the following:
Detects failures; for each failure it creates an entry in the database. (These
entries are also called holes.)
If the data source fails, it posts an UNKNOWN event to all employees.
The holes are created due to failures, and are used in retrieving employee events
from the data source. Data retrieval using holes is an off-line process also called
HAA (Historical Agent Adherence).
An UNKNOWN event represents a catastrophic failure in the system. Sometimes it
is difficult to correctly record or compute the status of the data source. The options
below make it easier to control the manner in which UNKNOWN events are posted.

304
There is no option to disable hole creation, but posting the UNKNOWN event is
configurable.
Item
Default
Value
Description
Enable Unknown Event
true
If this option is enabled, in the case of a data

source failure, the system puts all employees
who are logged in to this data source in an
UNKNOWN state. This state shows up in the
employee records indicating that the state of
the employee could not be determined since
the data source failed.
The value true enables the option; the value
false disables it.
Heartbeat Timeout
120000
msec
The maximum time permissible for the

adapter to report the data source status. If
this time elapses, the data source is
considered to have failed.
(Check the log file(s) for error messages
related to this operation.)
Link Down Timeout
120000
msec
After receiving the first failure notification

from the adapter, the system waits the
specified number of msecs before concluding
the data source has failed.
(Check the log file(s) for error messages
related to this operation.)
Unknown Event Startup

Delay
NOTE
300000
msec
After startup, the system waits the specified

number of msecs before posting an unknown
event. This parameter is provided so that the
adapter has enough time to report the status
at startup. Note that this value is used only
during startup. Once the number of msecs
has elapsed, this parameter has no
significance.
For the two timeout items, if the data source fails, a hole is created in the database
and an UNKNOWN event might be posted. Posting of an UNKNOWN event only
takes place once for the failure instance, subject to the option being enabled.
Time Collection
The configuration items in this container are related to the translation of employee
events. There are two sections:
The first section's parameters control the translation logic and diagnostic
information.
The second section's parameters deal with the manner in which events are
written to the application server.

305
The following options are used by the translator when translating real time events.
Item
Default
Value
Description
Translation and Diagnostic-Related

Enable Agent Diagnostics
true
If the translator finds that the agent ID

in the event is not associated with an
Employee ID, it inserts or updates a
record in the AgentDiagnostic
database table.
The value true enables the option; the
value false disables it.
Ignore Old Events
true
If the time stamp of the current event is

older than the last translated event, the
event is rejected.
Insert Undefined
AuxCodes
true
This parameter controls whether

undefined AUX codes are created
automatically in the database or not.
Application Server-Related
Reason Code For Basic
Adherence
UNAVAILABLE
Basic adherence does not support reason

codes. If the translator operates in this
mode, it substitutes the specified text in
the reason code field.
Stamp Event Time Locally
false
If this option is enabled, the adapter

uses local time instead of the time stamp
sent by the event.
Writer
The writer is the component of the translator that writes translated events to the
database. It consists of two parts:
the writer itself, which manages the writes

306
the store, a temporary buffer that holds translated events that are to be written
Item
Default Value
Description
Maximum Threads
Maximum number of writer threads

that will be used while writing
translated events to the database.
Block Size
5000
The writer always writes the

specified number of events. To
increase the throughput, increase
the value.
(A value of -1 means infinite.)
Maximum Buffer Size
-1
The maximum size of buffer that

holds the translated events. The
default is infinite (a value of -1
means infinite). Change this value
to a fixed number if there are
memory constraints.
Maximum Elements To Flush
100
Number of event to discard if the

buffer size exceeds the maximum
size (see the previous parameter).
(Check the log file(s) for error
messages related to this operation.)
Maximum Retry Interval
2000 msec
Number of msec to sleep between

retries.
Poll Interval
1000 msec
The number of msec to sleep before

writing translated events. This is
referred to as polled mode. A value
of 1 writes events as soon as they
arrive, which is event-driven mode.
Shutdown Delay
5000 msec
The writer tries to flush all queued

events within the specified time
when it is shutting down.

307
Item
Default Value
Store Classname
com.bluepumpkin.bpxCom
mon.common.Base.
ListStore
Description
The name of the java class that
implements the store. Stores can be
plugged in dynamically without code
changes to the base writer. Current
there are two implementations:
1 List store, the default, which

stores events in memory.
1 File store, which stores events in

a file. The class name is:
com.bluepumpkin.bpxCommon.common.Base.FileStore
Store Properties
Property string for the above store.

The following are property strings
for the implemented stores:
List Store:
abstractlist=java.util.Arra
yList
abstractlist=java.util.Array
List
The property specifies the name

of the java class that is to be
used for the list store.
File Store:
filename=c:\tempstore
The property above specifies the

location where the files are
saved. If this property is empty,
the writer saves the files in a
default location.
Advanced Configuration (not discussed in this guide)
The Data Source Tab

The Data Source tab is available only at the integration package level and only for
certain types of integration packages or adapter managers. You use this tab to select the
data sources (ACD or other integration source). The table following the graphic
describes the components of this tab.

308
Item
Description
Configure data Source
This container lists in one column the Available Data Sources

and in the second column the Selected Data Sources. You can
select one or more data sources for the selected adapter and
move them into or out of the Selected Data Sources list using
the arrow buttons. The data source names also the time zone
of the source as well as a description of the source. The source
can be an ACD, CTI server, report server, HR, etc.
The Workflow Tab

The Workflow tab allows the integration package to execute according to a timer,
continuously, or after another package, using the packages Flow Control component.
Most integration packages are configured with the appropriate workflow by default.
The workflow tab for an integration package contains two listboxes as shown here.
These are described in the table following the illustration. Packages, depending on their
type, can contain one or more components, such a timer or a converter. The component
types are discussed in Components on page 311.

309
Item
Description
Available
Packages
Lists the available integration packages that you can select

to build an integration package.
Selected Packages
preconfigured packages for vendor-specific systems
generic packages, which you can customize as needed.
Lists the integration components for the currently selected

integration package.
Use the arrows (

and
)between the list of available and selected packages to
add or remove packages. Use the up and down arrows (
and
) to the right of
the list of selected packages to reorder the components, and thus, the workflow. Select
a component and press the desired arrow to move the component up or down as
needed.

310
Item
Description
Stop/Start
The Stop/Start button is used to halt or restart the

process of the selected integration component. Click
on the button to stop the process. When the
process is stopped a red stop icon appears on the
left of the screen in line with the process, and the
legend on the button changes to Start. You can
independently stop or start any integration
package.
Status Light
A status light appears to the left of the server

or a package. If a red or yellow light is
displayed, go to the log and read the message
to determine the cause.
A red light means that the latest status
message shows an error. A yellow light (see
illustration) means that there has been an
error within the last ten messages. The status
light will turn green when there is no error in
the last ten messages.
Components
Integration packages can contain any of the following integration components:
Adapter, page 312
Batch Extender, page 313
Continuous Extender, page 314
Converter, page 315
Flow Control, page 319
Timer, page 319

311
Adapter
As mentioned in the section Package, page 300, integration packages that extract data
from reports generated by vendors software, such as the Generic Report - DCS
package, do not have an adapter as one of the components. For other packages, the
adapter component (formerly known as a plug-in) is an active component in the transfer
of data from the data source, such as an ACD, into the Workforce Optimization
database.
Adapters are configured and controlled using one or two tabs, depending on their
individual requirements. Those tabs are:
Custom Reports (used only by certain DCS adapters)
Configure
The Custom Reports Tab

Although the Timer component usually triggers the DCS process, you can also trigger
this process using the Custom Reports tab of the adapter component. On this tab you
can specify the date and time interval for which employee events are needed, and start
the DCS process.
You can retrieve data for:
Single reports
When you choose this option, the adapter will retrieve data for one interval, which is
specified as a read-only parameter in the tab.
Series of reports
When you choose this option, the adapter retrieves data for multiple intervals. You
need to specify both start and end date and time for retrieval.
Once you have specified your retrieval parameters, click Execute report to retrieve the
data.

312
The Configure Tab

The contents of the Configure tab vary according to the individual adapters
configuration requirements. Please refer to the user guide for the specific adapter for
configuration instructions.
Batch Extender
The Batch Extender component starts processes that perform a specified task and then
exits. The process is triggered by the adapter manager. The component has one tab, the
Configure tab. On this tab you set the command line to run the process and the
maximum time to run. The timer component triggers the integration package which in
turn, starts the batch extender which runs the process.
When the Batch Extender completes, it sends a Completed indicator to Integration
Server. If the Batch Extender fails, it sends a Failed indicator to Integration Server. In
either case, the status is displayed on the Monitor tab of the package.
When the Batch Extender component times out and the process is still running, the
Batch Extender it shuts down the process it is running and sends a Failed indicator to
Integration Server, which displays it on the Monitor tab of the package.
To set up a batch extender:
1
Select the integration package (a report importer package is used in this example),
and select the Workflow tab.
In the Available Packages box, select the Batch Extender and copy it to the
Selected Packages box as described in The Workflow Tab on page 309.
Click Save, wait for the changes to be made.
In the tree area, select the Batch Extender to display the Configure screen, shown
below.

313
Select whether the adapter is local or remote:
Choose Local Adapter if the Batch Extender is running on the same machine as
the integration.
Choose Remote Adapter if the Batch Extender is running remotely (on a

different machine than the integration server), and enter a command in the
command line field. If you use a DOS command in the Command Line field, you
must begin your entry with cmd /c. Otherwise the command will not execute.
Set the batch time-out interval.
As desired, check the Integration Server Adapter checkbox to enable the adapter
to communicate with Integration Server rather than run stand-alone. For more
information about this, see Using Adapter Mode and Non-Adapter (Stand Alone)
Mode on page 315.
Continuous Extender
As its name implies, the Continuous Extender runs constantly until you stop it. This
continuous operation is useful for driving components such as a time collection adapter,
because you want the adapter to monitor a port on an ACD continuously, for example.
At the integration server level, the Continuous Extender runs external processes, such
as third-party applications. It continuously monitors the application. If the application
stops, Continuous Extender tries to restart it and informs you of this situation through
Integration Server's logging system. Stopping a continuous process discards all data not
already saved.
To configure a Continuous Extender, select it in the tree to display the Configure tab as
shown in this illustration. Enter information in the appropriate fields as described in the
table below and save the changes.

314
Item
Description
Description
This field contains a brief description of the

Continuous Extender. You can edit the default
name to whatever is needed.
Local Adapter/Remote Adapter
Choose Local Adapter if the Batch Extender is

running on the same machine as the
integration server. Choose Remote Adapter if
the Batch Extender is running remotely (on a
different machine than the integration server).
This enables the adapter to be remotely
deployed and activated by a command line.
Click on the Remote Adapter radio button and
enter a command in the command line field.
If you use a DOS command in the Command
Line field, you must begin your entry with cmd
/c. Otherwise the command will not execute.
Time out (sec)
Not used in the Continuous Extender (used for

Batch Extender).
Command Line
Either type in the command line or select

browse to enter the name of the file that
contains the command.
Working Directory
Enter the full path name of the working

directory.
Integration Server Adapter
To set the Adapter mode, click on the checkbox

to display the checkmark. An application
running in this mode must be able to support
the Extender API to be able to communicate
with Integration Server.
Using Adapter Mode and Non-Adapter (Stand Alone) Mode

In stand-alone mode there is no communication between the application and Integration
Server. In this case, Integration Server acts as a platform to execute the application or
command and makes sure that it will always run. In stand-alone mode, however, the
Extender monitors whether the process is running or not, and if the process fails, the
Extender attempts to restart it.
When you run Extender as a adapter, Integration Server communicates with the
application and can monitor the data and act on it as needed. To set the Extender to run
as a adapter, simply check the box named Integration Server Adapter shown in the
Configure screen shown above.
Converter
Converter is a configurable filter that converts the report file from the data source to a
proprietary format and sends data to Importer, which then writes the statistics to the
Workforce Optimization Solution database.

315
The converter processes the report files and writes the statistics into the database. The
report files are either generated by a DCS adapter or by a third-party application. You
must set up the converter as needed to correctly read the data from the incoming
report.
All pre-packaged integration packages have pre-defined converter configurations. You
might not need to modify the configuration, unless you are building a custom package
starting from generic packages.
The method of configuring Converter varies between two models:
1
You need to describe your incoming report format to enable Converter to process
the fields correctly. See Report Definition Configurations, page 316.
You need to map individual fields from your incoming report to standard Workforce
Optimization Solution statistics fields. The mapping may be a direct one-to-one
mapping or involve simple computations using report fields. See Data Mapping
Configurations, page 317 below.
You can click Show Report to view a sample report to get the column start, width, or
position for the report definition.
The controls for each of the above configuration models are described below.
Report Definition Configurations

The incoming report can be have one of two formats:
1
Fixed-width report, where fields are present at fixed specified positions.
Delimited reports, where a continuous row contains fields separated by delimiters.
The controls for describing the report format are given below.
These controls are present in the Configure>Data Mapping group box.
Control
Description
Default AHT Value
Specify the value of AHT to be used when the call volume in the
report is zero.
Delimited Report
Select this when importing reports whose fields are separated

by characters such as commas or tabs.
Fixed Width Report
Select this choice to import reports whose fields are aligned in

columns with spaces between fields.
Field Delimiter
This control is only displayed when you choose Delimited

Report. Specify the delimiter character that separates the fields
in your report.
Column Name
Enter the name of the column.
Column Position
This control is only displayed when you choose Delimited

Report. Enter the position of the column in the report row.
Data Type
Specify the data type of the data in the column.
Column Start
This control is only available when you choose Fixed Width

Report. Enter the starting position of the column in the report
row.

316
Control
Description
Column Width
This control is only available when you choose Fixed Width

Report. Enter the width of the column in the report row.
Delete
Click Delete to delete any of the column definition rows.
Data Mapping Configurations

In data mapping there is a Basic Configuration, page 317 where you need specify how to
calculate standard Workforce Optimization Solution statistics fields using your report
fields. There is also an advanced configuration option that allows you to set additional
filtering on your report fields. You can enforce Advanced settings on top of Basic
settings. These options are available in the Configure>Mapping Configuration group
box.
Control
Description
Basic
Select this if you have to map incoming fields to our statistics fields
directly without additional filtering.
Advanced
Select this if you require additional filtering while mapping fields.
Basic Configuration
Use this section to specify the mapping of the statistics fields:
Control
Description
Column Mapping
Enter the mapping between fixed contact statistics fields and your
report fields.
Group
Specify the column position or prefix of the line that represents the
data source Group name, queue, or skill for which the data in the
report was aggregated.
Date
The date area includes the Position, Prefix, and Format fields.
Specify the column position and prefix of the line that represents
the date for which the report was created.
Time
The fields in this area describe the column position and prefix of the
line that represents the date for which the report was created. The
Prefix field is enabled only when ROW is selected in the Position
field. The Start Time checkbox indicates that the selected time is
the starting time only. The Interval field indicates how often the
report will be imported.

317
Use this section to specify the advanced filtering:
Control
Description
Ignore Text
Specifies text in the report file that is to be ignored and

not processed.
Ignore following first lines
Specify the first <n> lines in the report to be ignored.
Ignore lines with text
The presence of the specified string in a line in the report

causes that line to be ignored.
Replace the text
Enter a pair of text strings in the two fields to set up a

search and replace operation.
Mapping Operations
After you configure the Converter settings, you can export the settings into an XML file
to be used in the future. Similarly, you can import the settings from the XML file into this
Converter instance. The controls for this purpose are present in the group box Mapping
Operations.
Control
Description
Enable Export Operation
Check this control to export the converter configuration into

a specified file. The configuration is exported when you click
Save.
File name to Export
Specify the fully qualified location of the xml file to which to

export the converter configuration.
Enable Import Operation
Check this control to import the converter configuration

from a specified file. The configuration is imported when
you click Save.
File name to Import
Specify the fully qualified location of the xml file that

contains the Converter configuration you want to import
into this package.
Save
Click Save to save the Converter configuration onto the

Integration Server.
Importer Configuration
The Converter invokes the Importer after it parses and converts the report files
successfully, this is the last phase of the entire Import operation.
Use this section to specify any additional parameters for importing data.
Control
Description
Create Groups
Click this checkbox to automatically create groups when you

import DCS reports.

318
Flow Control
The Flow Control package allows other integration packages you have configured on
your server to execute in a specified order, essentially becoming part of a larger
integration package. You can add a flow control package to any other integration
package.
It contains the following controls:
Control
Description
Available Packages
Lists the all integration packages configured on the

server.
Trigger Packages
Lists the integration packages that you have currently

selected to trigger as a part of this package.
Add/Remove buttons
Use these buttons to modify the list of selected

Packages.
Move Up/Move Down

buttons
Use these buttons to modify the order of execution of

the selected packages. These are the same buttons
described in The Workflow Tab on page 309.
Timer
The timer is used in several types of packages. It is the same for all packages. You can
set the timer to Never (disabled/off) or to act on a monthly, weekly or daily basis.
If you select Never, the Configure screen changes to a message screen that says
Timer is disabled.
If you select Daily, the following configuration screen is displayed. The table
following this screen describes the screens parameters.

319
Item
Description
Active
Click on this checkbox to activate or deactivate the timer.
Start Time
Enter the time of day that you want the timer to start.
End Time
Enter the time of day that you want the timer to stop triggering.
Interval
Enter how often you want the timer to send a trigger to the report
importing manager. The default is every 15 minutes.
Occurs Once
Click on this checkbox to set the timer to set the trigger only once each
day. The End Time and Interval fields will be disabled, and the timer will
run once at the specified start time.
If you select Weekly, the configuration screen changes to the display shown below.
Click on the box next to the name of each day that you want the timer to operate.
The settings for each day are the same as described in the previous table.
If you select Monthly, the configuration screen changes to the display shown below.
Click on the box next to the number of the day of the month for which you want the
timer to operate. The settings for each day are the same as described in the previous
table.

320

321
Chapter 14
Administering Forecasting
and Scheduling
This chapter provides the Forecasting and Scheduling administrator with references to
information about changing administrative settings related to Forecasting and
Scheduling.
Chapter 14 - Administering Forecasting and Scheduling
Changing Forecasting and Schedulings Administrative Settings
Changing Forecasting and Schedulings

Administrative Settings
You can change Forecasting and Schedulings employee, skill, media type, activity type,
and calendar display settings. Three tabs are used to administer settings within
Forecasting and Scheduling:
Organization Management:Organizations:Employee Types (see the Enterprise Suite

User Management Guide)
System Management:General Settings:Media Types (see page 287)
Organization Management:Organizations:Skills
For details about additional administrative tasks which relate to the entire suite as well
as Forecasting and Scheduling, refer to the following guides:
Managing Organizations and UsersSetting up and controlling access to

organizations and campaigns. For detailed information, see the Enterprise Suite
User Management Guide.
Using Forecasting and SchedulingSee the Workforce Management Schedulers
Guide.
For scheduling to be enabled in the web application, Forecasting and Scheduling must have
been installed on the same machine as Integration Server and Integration Server must be
running. In addition, the following adapter needs to have been added to the selected
integration packages:
WFO - Silent Forecasting and Scheduling

323
Appendix A
System-Wide Maintenance
This appendix contains information on a variety of tasks related to system-wide
maintenance. These tasks are typically not performed using the web applications
interface. These tasks include:
Using SSL Globally, page 324
Database Backup Policies, page 324
Using SSL Globally

Instead of using SSL selectively when sensitive information is being transmitted, you
can configure the solution to use SSL (HTTPS) globally, such that all information
transmitted between the browser and the WebLogic server is encrypted
However, Forecasting and Scheduling does not work when SSL is used globally.
Database Backup Policies

An essential item that needs to be created is a database backup policy, to ensure that
your critical data is protected.
For those using Microsoft SQL Server 2008, the database administrator or IT group can
create such a backup policy using SQL Server Management Studio.

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Avaya Aura Workforce Optimization

Workforce Management Administration Guide

Workforce Management Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Navigating in Workforce Management . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

The Organization Management Module .

Workforce Management Administration Guide

Editing Work Queue Configurations . . . . . . . . . .

Working with Adherence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Configuration Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

Managing Time Off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Workforce Management Administration Guide

Time Off Management Policies . . . . . . . . . .

Managing Shift Swapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Workforce Management Administration Guide

Managing Shift Bidding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Managing Shift Requests and Changes . . . . . . . . . . . . . . . . . . . . . . . . . .

Workforce Management Administration Guide

Configuring Shift Request & Change Settings . . .

Access Rights to Reports . . . . . . .

Using the Systems Management Module . . . . . . . . . . . . . . . . . . . . . . . . .

Workforce Management Administration Guide

Using Integration Server Integration Packages . . . . . . . . . . . . . . . . . . . . .

Administering Forecasting and Scheduling . . . . . . . . . . . . . . . . . . . . . . . .

Changing Forecasting and Schedulings Administrative Settings . . . . . . . . . . . . . . . . . 323

System-Wide Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324

Workforce Management Administration Guide

Chapter 1 - Workforce Management Overview

tracking employee coaching that is integrated with individual quality monitoring

Time Off Management (TOM)A web-based module allowing employees to request

Advanced ScorecardsA superset of the scorecards found in Basic Scorecards, as

Learning Lesson ManagementEnables employees and supervisors to access

Workforce Management Administration Guide

Chapter 1 - Workforce Management Overview

Multi-ContactEnables forecasting and scheduling for additional media other than

Our Performance Management Series Workforce Management Package is similar to the

Volume Capture (part of the Operations functions mentioned above)

Forecasting and Scheduling Impact 360 Express Workforce Management

Workforce Management Administration Guide

Chapter 1 - Workforce Management Overview

Planning, Adherence, and Management Impact 360 Express Workforce

Workforce Management Administration Guide

Chapter 1 - Workforce Management Overview

Framework High Level Architecture, page 15

Integration Server Architecture, page 17

Report Framework Architecture, page 18

Pop-Up Server Architecture, page 19

Workforce Management Solution Data Flows, page 21

Scorecards Data Flow, page 22

User Interfaces, page 23

Unified Administration and Management, page 23

Workforce Management Administration Guide

Chapter 1 - Workforce Management Overview

Framework High Level Architecture

The different servers that might be used in the Framework include:

Microsoft SQL Server Database Server

BEA Weblogic, or the Application Server, to manage the business logic

Cognos Reports Server, to manage reporting

The different databases that might be used in the Framework include:

The operational database for employee, contact, and schedule information

The data warehouse, for Scorecards implementations

The What-If database

Workforce Management Administration Guide