WFM80 User Guide RevC

Aspect Workforce Management
User Guide
8.0
19982014 Aspect Software, Inc. All Rights Reserved. Unauthorized Reproduction Prohibited By Law.
The content of this publication is furnished for informational use only, is subject to change without notice, and should not be construed as a
commitment by Aspect Software, Inc. Aspect Software, Inc. assumes no responsibility or liability for any errors or inaccuracies that may
appear in this publication. Aspect Software, Inc. reserves the right to change information in this publication without notice, as a result of
product enhancements or other reasons.
Aspect, Aspect Software, Advanced List Management, Advanced Voice Portal, Aspect Application Foundation, Blended Interaction,
CallCenter, Aspect Contact, Contact Server, Aspect Customer Self Service, DataMart, Enterprise Contact Center, Aspect On Demand,
Optimized Collections, Performance Management, Productive Workforce, Quality Management, Real-Time Reporting, Seamless Customer
Service, Aspect Speech Analytics, Spectrum, Streamlined Collections, Unified IP, Unified Command and Control, Unified Outreach,
Uniphi Connect, Workforce Management, and Workforce Optimization are either trademarks or registered trademarks of Aspect Software,
Inc., in the United States and/or other countries. Use of any Aspect Software, Inc. trademark is prohibited unless expressly approved in
writing in advance by an authorized representative of Aspect Software, Inc. Microsoft Windows, Microsoft SQL Server, Microsoft
Lync are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. Any other
brands, product names, company names, logos, trademarks, and/or service marks used in this publication are the property of their respective
owners.
The works of authorship contained in this publication, including but not limited to all design, text and images and the software described
herein, are owned, except as otherwise expressly stated, by Aspect Software, Inc., or its affiliates or licensors. The entire contents of this
publication are protected by United States and worldwide copyright laws and treaty provisions. In accordance with these terms, except as
stated above, you may not copy, reproduce, modify, use, republish, upload, post, transmit or distribute in any way material from the
publication. Further, you may not copy, modify or display any of Aspect Software, Inc.s or its affiliates trademarks, tradenames or logos
appearing in this publication in any way without Aspect Software, Inc.s express written consent. Aspect Software, Inc. assumes no
responsibility or liability for any errors or inaccuracies that may appear in this publication. Except as permitted by such license, no part of
this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, or otherwise,
without the prior written permission of Aspect Software, Inc.
RESTRICTED RIGHTS LEGEND
This publication is provided with Restricted Rights. No part of this publication may be photocopied, reproduced or transmitted, in any
form or by any means, without the prior written consent of Aspect Software, Inc. Use, duplication, or disclosure by the United States
Government is subject to the restrictions set forth in DFARS 252.227-7013 (c)(1)(ii) and FAR 52.227-19. Use of the materials by the
Government constitutes acknowledgement of Aspects proprietary rights in them. Aspect Software, Inc. is located at 300 Apollo Drive,
Chelmsford, MA 01824, USA.
LIMITED RIGHTS NOTICE (DEC 2007)
(a) These data are submitted with limited rights under Aspect Software, Inc. (Aspect) contracts with various government entities (the
Government). These data may be reproduced and used by the Government with the express limitation that they will not, without written
permission of the Aspect, be used for purposes of manufacture nor disclosed outside the Government; except that the Government may
disclose these data outside the Government for the following purposes, if any, provided that the Government makes such disclosure subject
to prohibition against further use and disclosure: None.
(b) This notice shall be marked on any reproduction of these data, in whole or in part.
EXPORT REQUIREMENTS
This item is subject to U.S. export control laws and regulations. This item may not be exported, re-exported, re-transferred, disclosed or
otherwise diverted contrary to U.S. export control laws and regulations.
NO WARRANTY
THE CONTENTS OF THIS PUBLICATION ARE PROVIDED AS IS WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS
OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF QUALITY, MERCHANTABILITY,
FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT.
ASPECT SHALL NOT BE LIABLE FOR ANY DAMAGES SUFFERED AS A RESULT OF USING THE CONTENTS OF THIS
PUBLICATION. IN NO EVENT SHALL ASPECT BE LIABLE FOR ANY INDIRECT, PUNITIVE, SPECIAL, INCIDENTAL, OR
CONSEQUENTIAL DAMAGE (INCLUDING LOSS OF BUSINESS, REVENUE, PROFITS, USE, DATA OR OTHER ECONOMIC
ADVANTAGE) HOWEVER IT ARISES, WHETHER FOR BREACH OR IN TORT, EVEN IF ASPECT HAS BEEN PREVIOUSLY
ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. BECAUSE SOME JURISDICTIONS PROHIBIT THE EXCLUSION OR
LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, THE ABOVE LIMITATION MAY NOT
APPLY TO YOU.
PROGRAMMING AND USE OF PRODUCTS
THE PRODUCTS DESCRIBED IN THIS DOCUMENTATION CAN BE USED AND PROGRAMMED IN A WIDE VARIETY OF
WAYS BASED UPON THE REQUIREMENTS OF YOUR PARTICULAR TECHNOLOGY ENVIRONMENT AND BUSINESS
NEEDS. NOTWITHSTANDING THE USE OF EXAMPLES IN THE DOCUMENTATION OR THE PROVISION OF PROFESSIONAL
SERVICES BY ASPECT, ASPECT RESELLERS OR ANY THIRD PARTY ENGAGED BY ASPECT, IT IS IN ALL CASES THE
USER'S RESPONSIBILITY TO ENSURE THAT THE PRODUCTS ARE PROGRAMMED AND USED IN ACCORDANCE WITH
ALL APPLICABLE LAWS AND REGULATIONS AND IN A MANNER THAT DOES NOT VIOLATE THE INTELLECTUAL
PROPERTY AND OTHER RIGHTS OF ANY THIRD-PARTY.
Date: April 7, 2014 (Rev C)
Contents
About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xix
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xix
Organization of this Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xix
Part 1 Getting Started
Chapter 1
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Product Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Forecasting and Scheduling . . . . . . . . . . . . . . . . . . . . . . . . .
Tracking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Allocate Configurations. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Skill Management Configurations . . . . . . . . . . . . . . . . . . . . .
First Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Planning for Software Tasks. . . . . . . . . . . . . . . . . . . . . . . . .
Daily Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Weekly Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Monthly Checklist. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1-1
1-1
1-1
1-1
1-2
1-2
1-2
1-3
1-3
1-3
1-4
Chapter 2
Operating the Software: Basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1
Starting and Stopping the Client Software . . . . . . . . . . . . . . . . . . 2-1
Starting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1
Stopping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2
Functional Areas and Modules . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2
Modules and Their Locations . . . . . . . . . . . . . . . . . . . . . . . . 2-2
About the User Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-11
Aspect Workforce Management Main Window. . . . . . . . . . 2-11
Using Navigation Trees . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12
Using the Help System . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-13
Toolbar Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-13
The Main Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-13
File Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-14
Edit Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-15
View Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-16
Go Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-17
Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-18
Special Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-18
User Guide
Aspect Confidential | iii
Contents
Tools Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Window Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Help Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Pop-up Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Working with Grids . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Sorting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Grouping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Hiding Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using the Layout Option. . . . . . . . . . . . . . . . . . . . . . .
Using Custom Filters . . . . . . . . . . . . . . . . . . . . . . . . .
Creating a Complex Custom Filter . . . . . . . . . .
Using the Filter Builder . . . . . . . . . . . . . . . . . . .
Types of Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Primary Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Secondary Windows . . . . . . . . . . . . . . . . . . . . . . . . .
About Tabs and Pages in Windows . . . . . . . . . . . . . .
Working with Forms: Saving and Canceling . . . . . . .
Saving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Canceling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Data Entry Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Calendar Tool. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Lookup Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Customizing Your Client Software . . . . . . . . . . . . . . . . . . .
About Time Zones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Regional and Language Options . . . . . . . . . . . . . . . . . . . .
Using Contact Directories . . . . . . . . . . . . . . . . . . . . . . . . . .
Contact Directory Module. . . . . . . . . . . . . . . . . . . . . .
Other Modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using Contextual Links . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Working in the Client/Server Environment . . . . . . . . . . . . . . . . .
Using Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using the Employee Filter . . . . . . . . . . . . . . . . . . . . .
Selecting or Filtering Employees by Group . . . . . . . .
Selecting Two Employee Groups in the Same
Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Selecting Two Employee Groups in Two
Different Trees. . . . . . . . . . . . . . . . . . . . . . . . . .
Using Memorized Settings . . . . . . . . . . . . . . . . . . . . . . . . .
Memorize Options . . . . . . . . . . . . . . . . . . . . . . . . . . .
Where Memorize Is Available . . . . . . . . . . . . . . . . . .
Viewing and Printing Reports and Graphs . . . . . . . . . . . . . . . . .
Creating Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Creating Reports from Multiple Data Sources . . . . . .
Creating Reports from a Single Data Source. . . . . . .
Exporting Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Reports Available in the Reports Modules . . . . . . . . . . . . .
iv | Aspect Confidential
2-18
2-18
2-19
2-19
2-19
2-19
2-20
2-20
2-20
2-21
2-22
2-22
2-22
2-23
2-23
2-23
2-24
2-24
2-24
2-24
2-25
2-25
2-26
2-26
2-26
2-27
2-27
2-28
2-28
2-30
2-30
2-31
2-31
2-31
2-32
2-32
2-32
2-33
2-34
2-34
2-34
2-34
2-35
2-35
Workforce Management
Reports Available Outside of the Reports Area . . . . . . . . . 2-38

Viewing, Printing, and Exporting Graphs . . . . . . . . . . . . . . 2-38
Exporting Graphs . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-39
Part 2 Configuration and Administration
Chapter 3
Configuration and Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1
Configuration Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1
System Setup Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2
Using the Configuration Modules . . . . . . . . . . . . . . . . . . . . . . . . . 3-3
Configuring Scheduling Information . . . . . . . . . . . . . . . . . . . 3-4
Understanding Segments and Perspectives:
Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4
Container Segments . . . . . . . . . . . . . . . . . . . . . . 3-5
Overlapping Segments: Top-Down View. . . . . . . 3-5
Ranking Segments . . . . . . . . . . . . . . . . . . . . . . . 3-6
Perspectives . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
Breaks and Meetings. . . . . . . . . . . . . . . . . . . . . . 3-9
Defining Perspectives and States . . . . . . . . . . . . . . . 3-10
Defining Superstates . . . . . . . . . . . . . . . . . . . . . . . . . 3-11
Specifying the Scope of a Superstate . . . . . . . . 3-11
Defining Segments. . . . . . . . . . . . . . . . . . . . . . . . . . . 3-12
Deleting a Segment Definition . . . . . . . . . . . . . . 3-13
Ranking Segments . . . . . . . . . . . . . . . . . . . . . . 3-14
How Aspect Workforce Management Resolves
Competing States . . . . . . . . . . . . . . . . . . . . . . . 3-16
Predefined Segments . . . . . . . . . . . . . . . . . . . . 3-17
Creating Segment Packages . . . . . . . . . . . . . . . . . . . 3-18
Defining Segment Categories . . . . . . . . . . . . . . . . . . 3-19
Creating Segment Entry Rules. . . . . . . . . . . . . . . . . . 3-20
Configuring Employee Information . . . . . . . . . . . . . . . . . . . 3-21
Creating Employee Groups . . . . . . . . . . . . . . . . . . . . 3-21
Icons for Employee Groups . . . . . . . . . . . . . . . . 3-22
Reordering Employee Groups . . . . . . . . . . . . . . 3-22
About Employee Group Classes . . . . . . . . . . . . 3-23
Creating Extra Fields for Employee Information . . . . 3-24
Defining Extra Fields . . . . . . . . . . . . . . . . . . . . . 3-25
String Formats . . . . . . . . . . . . . . . . . . . . . . . . . . 3-26
Creating Default Schedule Preferences. . . . . . . . . . . 3-27
Creating Preference Sets. . . . . . . . . . . . . . . . . . . . . . 3-27
How Preferences are Stored in Sets . . . . . . . . . 3-28
Configuring Forecasting Information. . . . . . . . . . . . . . . . . . 3-28
Creating and Maintaining Fiscal Calendars . . . . . . . . 3-29
Guidelines for Creating and Modifying Fiscal
Calendars . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-30
User Guide
Aspect Confidential | v
Contents
Extending a Fiscal Calendar . . . . . . . . . . . . . . . 3-30

Creating Intra-Day Performance Display Sets . . . . . . 3-30
Using Predefined Display Sets. . . . . . . . . . . . . . . . . . 3-32
For a Single-Skill Configuration . . . . . . . . . . . . . 3-32
For Consolidated Viewing . . . . . . . . . . . . . . . . . 3-32
For a Forecast Group That Allocates Contacts
or AHT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-33
For a Forecast Group in a Multiskill
Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-33
For Outbound Forecast Groups. . . . . . . . . . . . . 3-34
For Combined Outbound Forecast Groups
and Staff Groups . . . . . . . . . . . . . . . . . . . . . . . . 3-35
For Staff Groups in a Standard Multiskill
Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-36
For Staff Groups with Allocated Staffing
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . 3-36
Creating Threshold Sets . . . . . . . . . . . . . . . . . . . . . . 3-37
Creating Forecast Groups . . . . . . . . . . . . . . . . . . . . . 3-37
Deleting a Forecast Group . . . . . . . . . . . . . . . . 3-38
Defining Shrinkage Categories . . . . . . . . . . . . . . . . . 3-39
Creating Staff Groups . . . . . . . . . . . . . . . . . . . . . . . . 3-40
Deleting a Staff Group . . . . . . . . . . . . . . . . . . . . 3-42
Examples of Networked and Standalone Staff
Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-43
Using the Staff Group Setup Wizard . . . . . . . . . 3-43
Associating Staff Groups with Employee Groups3-44
Creating Routing Sets . . . . . . . . . . . . . . . . . . . . . . . . 3-45
Deleting a Routing Set. . . . . . . . . . . . . . . . . . . . 3-45
Creating Forecast Group and Staff Group Sets . . . . . 3-46
Available Configuration Reports . . . . . . . . . . . . . . . . . . . . . 3-47
Setting Up and Managing the ACD Interface . . . . . . . . . . . 3-47
About ACD Data Processing . . . . . . . . . . . . . . . . . . . 3-48
Configuring an ACD Interface . . . . . . . . . . . . . . . . . . 3-48
Creating and Installing ACD Instances . . . . . . . 3-49
Defining Data Groups . . . . . . . . . . . . . . . . . . . . 3-50
Using the Administration Modules . . . . . . . . . . . . . . . . . . . . . . . . 3-51
Defining Date Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-52
The Date Window Dialog Box . . . . . . . . . . . . . . 3-53
Generating Date Windows Automatically . . . . . 3-54
Controlling User Access . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-56
Creating Employee Filter Profiles. . . . . . . . . . . . . . . . 3-57
About Security Locks . . . . . . . . . . . . . . . . . . . . . . . . . 3-57
Creating Security Profiles. . . . . . . . . . . . . . . . . . . . . . 3-58
Filtering Instance Locks. . . . . . . . . . . . . . . . . . . 3-60
Managing Date Window Sets in Security Profiles3-61
Adding Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-61
vi | Aspect Confidential
Deleting a User . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Managing Communication Contacts. . . . . . . . . . . . . . . . . .
Defining Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . .
Associating Contacts with Entities . . . . . . . . . . . . . . .
Defining Contextual Links . . . . . . . . . . . . . . . . . . . . . . . . . .
3-62
3-62
3-63
3-64
3-65
Chapter 4
Working with Employee Information . . . . . . . . . . . . . . . . . . . . . . . . . 4-1
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1
Modules for Entering Data . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1
The Employee Information Form . . . . . . . . . . . . . . . . . . . . . 4-2
Assigning Employees to Groups . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2
Understanding Your Employee Group Permissions . . . . . . . 4-3
Viewing or Updating Employee Group Assignments . . . . . . 4-3
Assigning Several Employees to the Same Group. . . . . . . . 4-4
Other Options for Entering Employee Information . . . . . . . . . . . . 4-4
Entering Employee Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5
Viewing or Updating Employee Skill Associations . . . . 4-5
Adding an Employee Skill Association . . . . . . . . . . . . . 4-5
Terminating or Inactivating Employees. . . . . . . . . . . . . . . . . 4-6
Changing Employee Status . . . . . . . . . . . . . . . . . . . . . 4-6
Deleting Employees . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-6
Entering Schedule Preferences. . . . . . . . . . . . . . . . . . . . . . . . . . . 4-7
More About Preferences . . . . . . . . . . . . . . . . . . . . . . . 4-8
How Single- and Multiple-Schedule Preferences
Differ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9
More About Unavailable Times . . . . . . . . . . . . . . . . . 4-10
Managing Preference Sets for Multiple Employees . . . . . . 4-11
Associating Employees with a Preference Set. . . . . . 4-11
Breaking the Employee and Preference Set
Association. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-11
Setting or Changing a Weekly Goal . . . . . . . . . . . . . . 4-12
Reordering Schedule Preferences and Preference Lines . 4-12
Reordering Single-Schedule Preferences . . . . . . . . . 4-12
Reordering Multiple-Schedule Preferences . . . . . . . . 4-13
Copying an Employees Schedule Preferences . . . . . . . . . 4-13
Importing Employee Information . . . . . . . . . . . . . . . . . . . . . . . . . 4-14
Preparing the Import File . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14
Using an Alternative Separator . . . . . . . . . . . . . . . . . 4-14
Completing Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-15
Using Variable Fields . . . . . . . . . . . . . . . . . . . . . . . . . 4-17
Completing Employee Extra Fields . . . . . . . . . . 4-18
Completing Employee Group Assignments. . . . 4-18
Completing Employee Skill Fields . . . . . . . . . . . 4-19
Completing Employee ACD Login ID Fields . . . 4-20
Importing the Employee Data . . . . . . . . . . . . . . . . . . . . . . . 4-21
User Guide
Aspect Confidential | vii
Contents
Sample ASCII Comma-Separated Value File. . . . . . . . . . .

Managing Employees with Employee Datacenter . . . . . . . . . . . .
Using the Employee Datacenter Window . . . . . . . . . . . . . .
Working with Data Bands. . . . . . . . . . . . . . . . . . . . . .
Managing Views. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Opening Other Modules . . . . . . . . . . . . . . . . . . . . . . .
Working with the Cart. . . . . . . . . . . . . . . . . . . . . . . . .
Sending Messages and Data to Selected Employees
Available Data Band Types . . . . . . . . . . . . . . . . . . . . . . . .
ACD Login IDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Daily Time Line . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Employee . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Employee Class . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Employee Filter/Selector . . . . . . . . . . . . . . . . . . . . . .
Employee Group . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Employee Supergroup . . . . . . . . . . . . . . . . . . . . . . . .
Equity Rule. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Extra Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Intra-Day Time Line . . . . . . . . . . . . . . . . . . . . . . . . . .
Official Schedule Summary . . . . . . . . . . . . . . . . . . . .
Official Segment. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Personal Account Balance . . . . . . . . . . . . . . . . . . . . .
Request Bid . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Roster. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Schedule Preferences . . . . . . . . . . . . . . . . . . . . . . . .
Schedule Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Schedule Trades . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Seat Reservations . . . . . . . . . . . . . . . . . . . . . . . . . . .
Segment Requests. . . . . . . . . . . . . . . . . . . . . . . . . . .
Sequential Shift Bid . . . . . . . . . . . . . . . . . . . . . . . . . .
Shift Bid . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Skill. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Spacer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Superstate Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Trade Bulletin Board Posts . . . . . . . . . . . . . . . . . . . .
Trial Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
User Logins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Date Options for Data Bands . . . . . . . . . . . . . . . . . . . . . . .
4-22
4-22
4-23
4-24
4-24
4-25
4-26
4-27
4-28
4-28
4-28
4-29
4-29
4-29
4-29
4-29
4-30
4-30
4-30
4-30
4-31
4-31
4-31
4-31
4-32
4-32
4-32
4-33
4-33
4-33
4-34
4-34
4-34
4-34
4-34
4-34
4-35
4-35
Chapter 5
Using AutoRun to Automate Tasks . . . . . . . . . . . . . . . . . . . . . . . . . .
Setting Up AutoRun Processes . . . . . . . . . . . . . . . . . . . . . . . . . . .
Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Information Displayed for AutoRun Processes . . . . . . . . . . .
AutoRun Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Canceling Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
viii | Aspect Confidential
5-1
5-1
5-1
5-2
5-3
5-3
Creating Additional AutoRun Queues . . . . . . . . . . . . . . . . . . . . . . 5-3

Part 3 Forecasting
Chapter 6
Forecasting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1
Forecasting Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1
Forecasting Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1
About Contact Volume Forecasts . . . . . . . . . . . . . . . . . . . . . 6-2
About Staffing Forecasts . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2
About Budget Forecasts . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3
About Service Analysis Forecasts . . . . . . . . . . . . . . . . . . . . 6-3
About Workload Forecasts . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4
Staffing Requirements Calculation for a Multiskill Routing
Set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4
Forecasting and Scheduling for Long Service Delays . . . . . 6-5
Staffing Calculations . . . . . . . . . . . . . . . . . . . . . . . . . . 6-6
Scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-6
Forecasting Roadmap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-6
Detailed Roadmaps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-7
Daily Volume Forecast . . . . . . . . . . . . . . . . . . . . . . . . . 6-8
Intra-Day Volume Forecast . . . . . . . . . . . . . . . . . . . . . 6-8
Staffing Forecast . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-9
Budget Forecast. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-10
Service Analysis Forecast . . . . . . . . . . . . . . . . . . . . . 6-11
Workload Forecast . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-11
Creating Forecasts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-12
Using the Forecasting Wizard. . . . . . . . . . . . . . . . . . . . . . . 6-12
Preparing To Run the Wizard. . . . . . . . . . . . . . . . . . . 6-12
Running the Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . 6-13
Forecast Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-13
Using Override Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-14
Using Override Sets in Allocate Configurations . . . . . . . . . 6-16
Using the Allocation Set Modules . . . . . . . . . . . . . . . 6-16
Allocating Fixed Amounts with Percentages . . . . . . . 6-16
Creating an Allocation Set . . . . . . . . . . . . . . . . . . . . . 6-16
Allocating Overrides . . . . . . . . . . . . . . . . . . . . . . . . . . 6-17
Using Override Sets in Single-Site Configurations . . . . . . . 6-18
Using AHT Override Sets . . . . . . . . . . . . . . . . . . . . . . . . . . 6-18
Using the Contact Center Calculator . . . . . . . . . . . . . . . . . . . . . . 6-18
Chapter 7
Working with Scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Scenarios Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Designating Default Scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . .
Forecasting Scenarios. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
User Guide
7-1
7-1
7-1
7-2
Aspect Confidential | ix
Contents
Creating and Modifying Forecasting Scenarios . . . . . . . . . . 7-3

Creating a Forecasting Scenario . . . . . . . . . . . . . . . . . 7-3
Modifying a Forecasting Scenario . . . . . . . . . . . . . . . . 7-3
Configuring a Forecasting Scenario . . . . . . . . . . . . . . . . . . . 7-4
Selecting a Forecasting Basis . . . . . . . . . . . . . . . . . . . 7-4
How Fiscal Adjustments Work. . . . . . . . . . . . . . . 7-5
Selecting a Staffing Basis . . . . . . . . . . . . . . . . . . . . . . 7-6
Staffing Scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6
Creating and Modifying Staffing Scenarios. . . . . . . . . . . . . . 7-7
About Agent Occupancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-8
AHT Factors and Multiskill Staffing Thresholds . . . . . . . . . . 7-9
AHT Factors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-9
Staffing Thresholds . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-9
Adjusting the Unproductive Percentage for Intra-Day
Performance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-10
Calculating Intra-Day Performance Shrinkage Percentages 7-11
Scheduling Scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-12
Setting Limits on Master Template Usage . . . . . . . . . . . . . 7-12
Master Template Wage Values . . . . . . . . . . . . . . . . . . . . . 7-13
Chapter 8
Working with Historical Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1
Historical Patterns Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1
Historical Patterns for Forecast Groups . . . . . . . . . . . . . . . . 8-1
Monthly Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2
Daily Patterns. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2
Day-of-Week Factors. . . . . . . . . . . . . . . . . . . . . . 8-3
Holiday Factors . . . . . . . . . . . . . . . . . . . . . . . . . . 8-4
Daily Average Handle Times . . . . . . . . . . . . . . . . 8-4
Cycle Cut Sets. . . . . . . . . . . . . . . . . . . . . . . . . . . 8-5
Campaign Sets . . . . . . . . . . . . . . . . . . . . . . . . . . 8-5
Intra-Day Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-6
NCO (Volume) Distributions . . . . . . . . . . . . . . . . 8-7
AHT Distributions. . . . . . . . . . . . . . . . . . . . . . . . . 8-7
Special Distributions . . . . . . . . . . . . . . . . . . . . . . 8-7
Normal Operating Hours . . . . . . . . . . . . . . . . . . . 8-8
Special Operating Hours . . . . . . . . . . . . . . . . . . . 8-8
Outbound Campaign Patterns . . . . . . . . . . . . . . . 8-8
Historical Patterns for Staff Groups . . . . . . . . . . . . . . . . . . . 8-9
Shrinkage and Shrinkage Sets. . . . . . . . . . . . . . . . . . . 8-9
Available Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-10
Special Available Hours. . . . . . . . . . . . . . . . . . . 8-10
Staffing Overlays . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-11
Creating and Updating Forecast Group Patterns . . . . . . . . . . . . 8-11
Specifying Operating Hours . . . . . . . . . . . . . . . . . . . . . . . . 8-11
Editing Normal Operating Hours . . . . . . . . . . . . 8-11
x | Aspect Confidential
Specifying Special Operating Hours . . . . . . . . .

Creating and Editing Holiday Factors . . . . . . . . . . . . . . . . .
Creating and Editing Daily AHT Sets . . . . . . . . . . . . . . . . .
Editing Day-of-Week Factors . . . . . . . . . . . . . . . . . . . . . . .
Creating and Updating Intra-Day Distributions . . . . . . . . . .
Creating an NCO Distribution. . . . . . . . . . . . . . . . . . .
Creating an AHT Distribution . . . . . . . . . . . . . . . . . . .
Creating a Special NCO Distribution . . . . . . . . . . . . .
Creating a Special AHT Distribution. . . . . . . . . . . . . .
Creating and Updating Outbound Campaign Patterns . . . .
Working with Cyclic Patterns . . . . . . . . . . . . . . . . . . . . . . .
Creating or Editing a Cycle Cut Set . . . . . . . . . . . . . .
Using a Cycle Cut Set . . . . . . . . . . . . . . . . . . . . . . . .
Creating or Editing a Campaign Set. . . . . . . . . . . . . .
Using a Campaign Set . . . . . . . . . . . . . . . . . . . . . . . .
Updating Forecast Group Patterns Using Actual Data . . . . . . . .
Recommended Schedule . . . . . . . . . . . . . . . . . . . . . . . . . .
Weekly . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Monthly. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Performing a Monthly Update . . . . . . . . . . . . . . . . . . . . . . .
Monthly Update Form: General Page . . . . . . . . . . . .
Monthly Patterns Area . . . . . . . . . . . . . . . . . . . .
Options Area . . . . . . . . . . . . . . . . . . . . . . . . . . .
Day-of-Week Factors Area . . . . . . . . . . . . . . . .
New Day-of-Week Factors Area . . . . . . . . . . . .
Monthly Update Form: Calendar Page. . . . . . . . . . . .
Actual Daily Contact Volumes . . . . . . . . . . . . . .
Normalized Daily Contact Volumes . . . . . . . . . .
Holiday Factors . . . . . . . . . . . . . . . . . . . . . . . . .
Updating Forecast Group Patterns Automatically . . . . . . . . . . . .
Updating Outbound Campaign Patterns Automatically . . .
Creating and Updating Historical Patterns for Staff Groups . . . .
Specifying Available Hours . . . . . . . . . . . . . . . . . . . . . . . . .
Creating and Updating Shrinkage Sets . . . . . . . . . . . . . . .
Creating a Shrinkage Set . . . . . . . . . . . . . . . . . . . . . .
Calculating Shrinkages Automatically . . . . . . . . . . . .
Creating and Updating Staffing Overlays . . . . . . . . . . . . . .
Using the Copy Historical Patterns Wizard . . . . . . . . . . . . . . . . .
Editing Actual ACD Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8-12
8-12
8-12
8-13
8-13
8-13
8-14
8-14
8-14
8-15
8-15
8-15
8-16
8-16
8-16
8-17
8-18
8-18
8-18
8-18
8-19
8-19
8-20
8-20
8-20
8-21
8-21
8-22
8-22
8-23
8-25
8-25
8-26
8-26
8-26
8-27
8-28
8-28
8-29
Part 4 Scheduling
Chapter 9
Generating and Testing Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . 9-1
Scheduling Process Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-1
Scheduling Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-1
User Guide
Aspect Confidential | xi
Contents
Generating Schedules for a Multiskill Routing Set . . . . . . . . . . . . 9-3

Scheduling Sequence. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-3
Evaluating Net Staff Results . . . . . . . . . . . . . . . . . . . . . . . . . 9-4
Working with Schedule Templates . . . . . . . . . . . . . . . . . . . . . . . . 9-4
Using Shift Templates and Master Templates . . . . . . . . . . . 9-6
Creating Shift Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-6
Rules for Creating Workday Patterns. . . . . . . . . . . . . . 9-7
Guidelines for Creating Workday Patterns. . . . . . . . . . 9-7
Creating Master Templates . . . . . . . . . . . . . . . . . . . . . . . . . 9-8
Designating Required Working Days and Days Off . . . 9-9
Required Days Off . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-9
Required Working Days . . . . . . . . . . . . . . . . . . . . . . . . 9-9
Defining Segment Window Rules . . . . . . . . . . . . . . . . . . . . 9-10
Creating a Segment Window-Rule Set . . . . . . . . . . . 9-10
Understanding the Window-Rule Tree . . . . . . . . . . . . 9-11
Options for Applying a Segment Window Rule . . . . . 9-12
Defining Schedule Profiles . . . . . . . . . . . . . . . . . . . . . . . . . 9-13
Using the Schedule Profile Form . . . . . . . . . . . . . . . . 9-15
General Page . . . . . . . . . . . . . . . . . . . . . . . . . . 9-15
Applicable Days Page . . . . . . . . . . . . . . . . . . . . 9-16
Attributes Page . . . . . . . . . . . . . . . . . . . . . . . . . 9-16
Setting Up Equity Rules and Work Rules . . . . . . . . . . . . . . . . . . 9-16
Equity Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-17
Work Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-17
Work Rule Plug-ins Provided with the Software. . . . . 9-17
Creating and Modifying Scheduling Scenarios . . . . . . . . . . . . . . 9-19
Creating a New Scheduling Scenario . . . . . . . . . . . . . . . . . 9-19
Modifying a Scheduling Scenario . . . . . . . . . . . . . . . . . . . . 9-20
Generating Template-Based Schedules . . . . . . . . . . . . . . . . . . . 9-20
Scheduling Process Summary . . . . . . . . . . . . . . . . . . . . . . 9-20
Procedure for Generating Schedules . . . . . . . . . . . . . . . . . 9-21
Viewing a List of Schedule Runs and Tests in Progress . . 9-22
Viewing or Editing a Completed Schedule Run or Test . . . 9-22
Graphing a Completed Schedule Run or Test . . . . . . . . . . 9-22
About Base Staff. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-22
Using a Base Staff in a Schedule Run . . . . . . . . . . . . 9-23
Setting Limits on Template-Based Schedule Runs . . . . . . 9-23
Decision-Making Hierarchy for Limits. . . . . . . . . . . . . 9-24
Using Preference-Based Scheduling . . . . . . . . . . . . . . . . . . . . . 9-25
Run-time Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-26
How Target Hours Are Calculated . . . . . . . . . . . . . . . . . . . 9-26
Procedure for Generating Schedules . . . . . . . . . . . . . . . . . 9-27
The Preference-Based Schedule Run Dialog Box . . . . . . . 9-28
General Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-29
Schedules Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-29
Schedule Sets Page. . . . . . . . . . . . . . . . . . . . . . . . . . 9-30
xii | Aspect Confidential
User Guide
Staff Groups Page . . . . . . . . . . . . . . . . . . . . . . . . . . .

Order Page. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Employees Page . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Configuring for Individual Employees . . . . . . . .
Configuring for Scheduling Groups . . . . . . . . . .
Official Segments Page . . . . . . . . . . . . . . . . . . . . . . .
Goals Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Advanced Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Equity/Work Rules . . . . . . . . . . . . . . . . . . . . . . .
Limits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Search Algorithm Control . . . . . . . . . . . . . . . . .
Using Group Scheduling. . . . . . . . . . . . . . . . . . . . . . . . . . .
Procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using Net Calls and Required Calls Statistics. . . . . . . . . . . . . . .
Setup for Net Calls and Required Calls . . . . . . . . . . . . . . .
Using the Statistics in Schedule Runs and Tests . . . . . . . .
Using the Scheduling Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . .
Testing Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Procedure for Testing Schedules . . . . . . . . . . . . . . . . . . . .
Special FTE Calculation for Schedule Testing . . . . . . . . . .
Setting Up Special FTE Calculation . . . . . . . . . . . . . .
About the Default Method . . . . . . . . . . . . . . . . . . . . .
Viewing and Printing Schedule Reports . . . . . . . . . . . . . . . . . . .
Schedule Run Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Schedule Test Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Procedure for Generating Schedule Reports . . . . . . . . . . .
9-30
9-30
9-30
9-30
9-31
9-31
9-33
9-34
9-34
9-34
9-35
9-35
9-35
9-36
9-37
9-38
9-38
9-39
9-39
9-39
9-40
9-40
9-41
9-41
9-41
9-41
Chapter 10
Working with Trial Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Trial Schedules Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
About Schedule Times and Dates . . . . . . . . . . . . . . . . . . .
Navigating in Trial Schedule Manager . . . . . . . . . . . . . . . . . . . .
Unlocking Schedule Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Getting Reliable Statistics for an Unlocked Run . . . . . . . . .
Unlocking a Run . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Creating and Combining Schedule Sets . . . . . . . . . . . . . . . . . . .
Adding a Schedule Set Manually . . . . . . . . . . . . . . . . . . . .
Copying a Schedule Set to a New Schedule Set . . . . . . . .
Combining Two Schedule Sets Into a Third Set . . . . . . . . .
Viewing and Editing Trial Schedule Properties . . . . . . . . . . . . . .
Copying Trial Schedules and Segments . . . . . . . . . . . . . . . . . . .
Copying Trial Schedules: Possible Sources and Targets. .
Using Unequal Date Ranges When Copying Schedules . .
Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Optimizing Breaks in Trial Schedules . . . . . . . . . . . . . . . . . . . . .
Reordering Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
10-1
10-1
10-2
10-2
10-3
10-3
10-3
10-3
10-4
10-4
10-5
10-5
10-6
10-6
10-7
10-7
10-8
10-9
Aspect Confidential | xiii
Contents
Using Schedule Editor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-9

Using Trial Schedule Editor . . . . . . . . . . . . . . . . . . . . . . . 10-10
Using Trial Segment Worksheet . . . . . . . . . . . . . . . . . . . . . . . . 10-10
Importing Trial Segments from a File . . . . . . . . . . . . . . . . 10-11
Required Format for Trial Segment Import Files . . . 10-11
Additional Notes . . . . . . . . . . . . . . . . . . . . . . . 10-13
Sample Import Records. . . . . . . . . . . . . . . . . . 10-13
About the Validation Process . . . . . . . . . . . . . . . . . . 10-13
Optimizing Intra-day Work Assignments . . . . . . . . . . . . . . . . . . 10-15
Creating Requirements Sets. . . . . . . . . . . . . . . . . . . . . . . 10-15
Adding Periods. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-16
Copying or Moving Periods . . . . . . . . . . . . . . . . . . . 10-16
Editing and Deleting Periods . . . . . . . . . . . . . . . . . . 10-16
Creating Requirements by Importing . . . . . . . . . . . . 10-17
Calculating Selected Values . . . . . . . . . . . . . . 10-17
Creating Work Assignment Templates . . . . . . . . . . . . . . . 10-17
General Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-18
Assignments Page . . . . . . . . . . . . . . . . . . . . . . . . . . 10-18
Time Constraints . . . . . . . . . . . . . . . . . . . . . . . 10-19
Adjacent States . . . . . . . . . . . . . . . . . . . . . . . . 10-19
Fixed Windows . . . . . . . . . . . . . . . . . . . . . . . . 10-19
Relative Windows . . . . . . . . . . . . . . . . . . . . . . 10-20
Skills Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-20
Creating Work Assignment Rule Sets . . . . . . . . . . . . . . . 10-21
Running the Optimizer . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-21
Work Assignments Optimizer Dialog Box . . . . . . . . 10-22
General Page . . . . . . . . . . . . . . . . . . . . . . . . . 10-22
Select Page . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-22
Requirements page . . . . . . . . . . . . . . . . . . . . . 10-23
Work Assignment Results Window . . . . . . . . . . . . . 10-23
Trial Schedule Detail Page . . . . . . . . . . . . . . . 10-23
Staff Group Detail Page. . . . . . . . . . . . . . . . . . 10-24
Scheduled Staff page . . . . . . . . . . . . . . . . . . . 10-24
Diagnostics page . . . . . . . . . . . . . . . . . . . . . . . 10-25
Chapter 11
Assigning Employees and Making Schedules Official. . . . . . . . . .
Overview of Assignment Methods . . . . . . . . . . . . . . . . . . . . . . . .
Assigning an Employee Manually . . . . . . . . . . . . . . . . . . . . . . . .
Using the Assignment Worksheet . . . . . . . . . . . . . . . . . . . . . . . .
Using Automatic Assignment . . . . . . . . . . . . . . . . . . . . . . .
Single-Schedule and Multiple-Schedule Automatic
Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Choosing the Method to Use . . . . . . . . . . . . . . .
Options for Selecting Employees and Schedules . . .
Selecting Employees . . . . . . . . . . . . . . . . . . . . .
xiv | Aspect Confidential
11-1
11-1
11-1
11-2
11-2
11-3
11-4
11-5
11-5
Selecting Schedules . . . . . . . . . . . . . . . . . . . . . 11-5

Using Weighted Sorting to Rank Employees . . . . . . . 11-6
Setting Preference Options . . . . . . . . . . . . . . . . . . . . 11-7
Running Automatic Assignment . . . . . . . . . . . . . . . . . 11-8
The Automatic Assignment Dialog Box . . . . . . . 11-9
Using Rosters to Create Trial Schedules . . . . . . . . . . . . . . . . . . 11-9
Making Trial Schedules Official . . . . . . . . . . . . . . . . . . . . . . . . . 11-10
Making Schedules Official Separately for Each Employee 11-11
Part 5 Tracking
Chapter 12
Tracking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-1
Editing Official Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-1
About the Legacy Official Schedule Editor . . . . . . . . . . . . . 12-2
Using Official Schedule Editor . . . . . . . . . . . . . . . . . . . . . . 12-2
Using the Palette to Add Segments . . . . . . . . . . . . . . 12-2
Using the Mouse to Edit Segments . . . . . . . . . . . . . . 12-3
Using the Edit and Special Options . . . . . . . . . . . . . . 12-4
Context-Sensitive Options . . . . . . . . . . . . . . . . . 12-7
Using the Paste Special Option. . . . . . . . . . . . . 12-8
Replacing Segments . . . . . . . . . . . . . . . . . . . . 12-10
Using the View Options . . . . . . . . . . . . . . . . . . . . . . 12-12
The Settings Dialog Box . . . . . . . . . . . . . . . . . 12-13
Time View . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-16
Days View . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-17
Week View. . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-17
Month View . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-18
Viewing Segment Memos . . . . . . . . . . . . . . . . . . . . 12-18
Using Schedule Editor to Create a New Segment
Package . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-19
Editing Displayed Official Schedule Information . . . . . . . . 12-19
Using General Segments . . . . . . . . . . . . . . . . . . . . . . . . . 12-20
Using Segment Worksheet . . . . . . . . . . . . . . . . . . . . . . . . 12-21
About the Times Column Band . . . . . . . . . . . . . . . . 12-22
Data Entry in Segment Worksheet. . . . . . . . . . . . . . 12-22
Editing Multiple Segments in One Operation . . . . . . 12-23
Optimizing Breaks . . . . . . . . . . . . . . . . . . . . . . . . . . 12-24
Generating Meetings . . . . . . . . . . . . . . . . . . . . . . . . 12-25
Generating Project Segments . . . . . . . . . . . . . . . . . 12-25
Optimizing Intra-day Work Assignments . . . . . . . . . 12-26
Running the Work Assignments Optimizer . . . 12-27
Using Memorized Settings for Segment Optimizers 12-28
Segment Optimization for a Multiskill Routing Set . . 12-28
Using Segment Window Rules to Adjust Traded
Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-28
User Guide
Aspect Confidential | xv
Contents
The Segment Adjustment Process . . . . . . . . .

Viewing Official Schedule Information . . . . . . . . . . . . . . . . . . . .
Using Schedule Summary . . . . . . . . . . . . . . . . . . . . . . . .
Using Intra-Day Time Line . . . . . . . . . . . . . . . . . . . . . . . .
Managing Segment Requests . . . . . . . . . . . . . . . . . . . . . . . . . .
The Checker Process . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Entering and Viewing Requests . . . . . . . . . . . . . . . . . . . .
Request Management Information Flow. . . . . . . . . . . . . .
Request Management and eSchedule Planner . . . . . . . .
About eSchedule Planner . . . . . . . . . . . . . . . . . . . .
Creating Checker Rules . . . . . . . . . . . . . . . . . . . . . . . . . .
Available Rule Types for Checking Segment
Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using Bypass Rules . . . . . . . . . . . . . . . . . . . . . . . . .
Allowing Waiting Lists for Certain Types of
Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Applying the Multiday Grace Percentage . . . .
Request Rule form: Waiting List Page. . . . . . .
Applying Date Filters to Request Rules . . . . . . . . . .
Filter Example 1. . . . . . . . . . . . . . . . . . . . . . . .
Filter Example 2. . . . . . . . . . . . . . . . . . . . . . . .
Filter Example 3. . . . . . . . . . . . . . . . . . . . . . . .
Filter Example 4. . . . . . . . . . . . . . . . . . . . . . . .
Filter Example 5. . . . . . . . . . . . . . . . . . . . . . . .
Creating Group Allowances . . . . . . . . . . . . . . . . . . . . . . .
Creating Employee Supergroups . . . . . . . . . . . . . . .
Creating Group Allowance Accounts . . . . . . . . . . . .
Crediting Group Allowance Accounts. . . . . . . . . . . .
Using the Allowances Forecast Wizard . . . . . .
Creating a Staffing Forecast for Use with
the Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Allocating Group Allowances . . . . . . . . . . . . . . . . . .
Entering Staffing Tolerances . . . . . . . . . . . . . . . . . . . . . .
About Upper and Lower Limits. . . . . . . . . . . . . . . . .
Procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Using Request Manager . . . . . . . . . . . . . . . . . . . . . . . . . .
Using Personal Accounting . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Setup Issues for Personal Accounting . . . . . . . . . . . . . . .
Creating Personal Accounts . . . . . . . . . . . . . . . . . . . . . . .
Generating Entitlements . . . . . . . . . . . . . . . . . . . . . . . . . .
Setting Up an Entitlements Table . . . . . . . . . . . . . . . . . . .
Tailoring an Entitlements Table to the Accounting
Period. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Examples. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Extending Entitlements Tables. . . . . . . . . . . . . . . . .
xvi | Aspect Confidential
12-29
12-29
12-29
12-30
12-31
12-31
12-31
12-32
12-33
12-34
12-34
12-35
12-37
12-38
12-38
12-38
12-39
12-41
12-41
12-41
12-42
12-42
12-42
12-43
12-43
12-44
12-44
12-45
12-45
12-46
12-47
12-47
12-48
12-49
12-49
12-50
12-51
12-51
12-52
12-52
12-53
12-54
Checking and Adjusting Personal Accounts . . . . . . . . . . .

Using Personal Account Worksheet. . . . . . . . . . . . .
Options Available. . . . . . . . . . . . . . . . . . . . . . .
Tracking Intra-Day Performance . . . . . . . . . . . . . . . . . . . . . . . .
Creating Intra-Day Performance Forecasts . . . . . . . . . . .
Viewing or Editing an Intra-Day Performance Forecast . .
Intra-Day Performance Detail Form . . . . . . . . . . . . .
About Intra-Day Performance Summary
Calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Partial-Day Summaries . . . . . . . . . . . . . . . . . .
Specifying the Display Set . . . . . . . . . . . . . . . . . . . .
Special Options . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Group Relationships in an Intra-Day Performance
Forecast . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Allocating Staff . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Tips for Viewing and Editing an Intra-Day
Performance Forecast . . . . . . . . . . . . . . . . . . . . . . .
Using Net Calls and Required Calls Statistics . . . . . . . . .
Using Staffing Overrides. . . . . . . . . . . . . . . . . . . . . . . . . .
Tracking Intra-Day Performance for a Multiskill Routing
Set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Interpreting Skill-Based Statistics. . . . . . . . . . . . . . .
Making Changes . . . . . . . . . . . . . . . . . . . . . . .
Intra-Day Performance Forecasting for Long Service
Delays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Columns for Long Service Delays . . . . . . . . . . . . . .
Adjusting Staff in Intra-Day Performance . . . . . . . . . . . . .
Entering Staff Adjustments. . . . . . . . . . . . . . . . . . . .
Viewing the Results of Staff Adjustments . . . . . . . .
Deleting Adjustments after Making Schedule
Changes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Viewing Intra-Day Performance Properties . . . . . . . . . . .
Reforecasting Intra-Day-Performance Statistics. . . . . . . .
Viewing Intra-Day Performance in Consolidated Mode . .
How Thresholds Are Used . . . . . . . . . . . . . . . . . . . . . . . .
Associating Columns with a Threshold Type . . . . . .
Thresholds and the Statistics to Which They Apply .
Intra-Day Performance Reports . . . . . . . . . . . . . . . . . . . .
Using Multidimensional Intra-Day Performance . . . . . . . .
Multidimensional Intra-Day Performance Window . .
Chart Options . . . . . . . . . . . . . . . . . . . . . . . . .
Rearranging the Statistics . . . . . . . . . . . . . . . .
Other options . . . . . . . . . . . . . . . . . . . . . . . . . .
Analyzing Staff Shrinkage . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Running a Shrinkage Analysis . . . . . . . . . . . . . . . . . . . . .
Shrinkage Analysis Window. . . . . . . . . . . . . . . . . . .
User Guide
12-54
12-55
12-56
12-57
12-58
12-58
12-59
12-59
12-59
12-60
12-60
12-62
12-63
12-63
12-64
12-65
12-65
12-66
12-66
12-66
12-67
12-68
12-68
12-69
12-69
12-69
12-70
12-70
12-71
12-71
12-71
12-73
12-74
12-74
12-75
12-76
12-77
12-77
12-77
12-78
Aspect Confidential | xvii
Contents
Defining Intra-day Time Spans. . . . . . . . . . . . . . . . .

Tracking Back-Office Performance . . . . . . . . . . . . . . . . . . . . . .
Importing Data for Back-Office Performance Forecasts . .
Using the Segment Import Feature . . . . . . . . . . . . . . . . . . . . . .
Required Format for Segment Import Files . . . . . . . . . . .
Additional Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Sample Import Records . . . . . . . . . . . . . . . . . . . . . .
About the Validation Process . . . . . . . . . . . . . . . . . .
12-78
12-79
12-79
12-80
12-80
12-81
12-82
12-82
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Index-1
xviii | Aspect Confidential
About This Guide

This guide describes how to use the core Aspect Workforce Management rich-client software.
The guide includes overviews of key concepts and features, high-level procedures, and
reference material.
For information about Training, Technical Support, commenting on the documentation, and a list
of additional documentation see the appropriate product Release Notes document on the
Aspect Software web site at http://www.aspect.com.
Audience
This guide is intended primarily for users of the Aspect Workforce Management rich-client
software, including supervisors, managers, analysts, administrators, and data-entry personnel.
Organization of this Guide

This guide is organized as follows:
User Guide
Chapter 1, Getting Started provides the information you need to know to start using Aspect
Workforce Management, including general features, concepts, and processes that need to
be completed.
Chapter 2, Operating the Software: Basics provides information about the Aspect Workforce
Management user interface, the menus and toolbar buttons, and basic tasks that you can
perform, including generating reports.
Chapter 3, Configuration and Administration explains the configuration and administration

tasks that need to be completed after Aspect Workforce Management has been successfully
installed. It explains key concepts involved in modeling your contact center operation and
controlling user access.
Chapter 4, Working with Employee Information explains the processes and guidelines for
entering employee information using Aspect Workforce Management.
Chapter 5, Using AutoRun to Automate Tasks explains how to use the AutoRun module to
schedule various tasks to run unattended.
Chapter 6, Forecasting explains the forecasting process and provides guidelines for creating
various types of forecasts.
Aspect Confidential | xix
About This Guide
Chapter 7, Working with Scenarios explains how scenarios are used in Aspect Workforce
Management, and how to create and modify them.
Chapter 8, Working with Historical Patterns explains the historical patterns on which
forecasting and scheduling are based and how to keep them up to date.
Chapter 9, Generating and Testing Schedules explains how to generate and test trial
schedules based on scenarios, schedule templates, and employee preferences.
Chapter 10, Working with Trial Schedules explains how to create or modify trial schedule
sets, using various methods.
Chapter 11, Assigning Employees and Making Schedules Official explains how to assign
employees to trial schedules and make trial schedules official. It also explains how to use
rosters to create trial schedules.
Chapter 12, Tracking explains the main tasks involved in tracking, including working with
official segments and monitoring intra-day performance and back-office performance. It also
explains advanced tracking features associated with request management and optional
packages.
xx | Aspect Confidential
Part 1
Getting Started
Provides an overview of Aspect Workforce Management, the tasks involved in using it,
and how the user interface works.
User Guide
Aspect Confidential
Part 1: Getting Started
Aspect Confidential
1
Chapter 1
Getting Started
This chapter provides the basic information you need to know to start using Aspect Workforce
Management.
Product Overview
Aspect Workforce Management is a comprehensive resource planning and staff management
system that gives you the tools you need to achieve your contact-center sales and service goals
at the lowest cost. The features provided by the core software and the rich-client software can
be described as serving three main application areas: forecasting, scheduling, and tracking.
Forecasting and Scheduling

Aspect Workforce Management uses your actual workload history to forecast future workload
for each fraction of the day, and it calculates how many staff you'll need to handle the work
during each of those periods. Using this calculation, as well as the assumptions, objectives, and
constraints you impose on it, Aspect Workforce Management also generates detailed employee
work schedules that result in an efficient match of staff to workload throughout the day. Even
schedule sets that you create manually can be tested against forecast staffing requirements to
estimate how well they will do.
You can manually assign individual employees to trial schedules or tell Aspect Workforce
Management to assign them for you automatically, based on criteria such as seniority and
individual employee preferences. Or, you can use employee preferences as a basis for
scheduling and thus assign employees automatically as the schedules are being generated.
Tracking
Once you have made your assigned schedules official, you are in the tracking phase.
As a particular day approaches, you add, edit, and delete schedule segments for individual
employees to reflect the inevitable last-minute changes in plan. (Each segment conveys
meaning about what the employee is doing and what its effects or implications are.) When the
day finally arrives, you bring all this information together in an intra-day performance forecast,
with which you monitor your current staffing situation and its estimated impact on the speed at
which the work is being handled.
User Guide
Aspect Confidential | 1-1
Chapter 1: Getting Started
All the segment information you have entered to prepare for each day continues to be useful
even when it becomes history. Not only are the intra-day performance statistics useful in future
forecasts, but Aspect Workforce Management gives you many reporting options so you can
analyze how time and resources are being spent. Such information not only helps you better
manage your operation; it also helps you improve the accuracy of staffing requirements
calculations.
Allocate Configurations
For networked contact centers or separately managed work groups, the Aspect Workforce
Management Allocate enhancement package offers three basic approaches to forecasting,
scheduling, and tracking. Your choices depend on how the work actually arrives at each location
and how you want to divide planning and management responsibilities.
If you have an Allocate configuration, your system is configured for one or more of the following:
Contact allocationYou can divide a single source of contacts among different locations
who then handle their contacts independently. You set up a single forecast group
representing the network as a whole and associate additional forecast groups with it as
children, representing your contact center sites.
Staffing requirements allocationYou can set up a single source of contacts that is

handled at multiple locations as if there were one group of agents.
Schedule allocationYou can schedule for the entire workforce and allocate the resulting
schedules among locations. Each location is responsible only for filling its schedules and
meeting its adherence goals.
Skill Management Configurations

The skill management configurations include:
Single-skill configurationUses the conventional model for routing contacts, in which

Aspect Workforce Management assumes that agents handle contacts from only one source
(forecast group) at a time, and that each source is routed to only one agent group (staff
group). This setting simplifies your use of Aspect Workforce Management, but it does not
allow you to model skill-based routing.
Multiskill configurationLets you model skill-based routing (in forecasting staffing

requirements, scheduling, and tracking intra-day performance) whether the staff groups are
in the same building or in different parts of the world.
First Steps
As with any comprehensive software system, it takes some time to fully integrate Aspect
Workforce Management with your organizations day-to-day operations:
After installation, there are various setup tasks to be completed to configure Aspect
Workforce Management for your organizations needs and establish user access
permissions.
1-2 | Aspect Confidential
Planning for Software Tasks
Users need to familiarize themselves with basic operating skills, as well as how to
accomplish specific objectives. In addition to making use of training and documentation
resources, you can use this Help as a reference for both how-to and background information.
If you have several Aspect Workforce Management users, it is important to decide who will
be responsible for the various daily, weekly, and monthly tasks that need to be done.
Your Aspect support representative can address questions about your own organizations use of
the software.
Planning for Software Tasks

It is important to formulate a work plan for your contact center so that important Aspect
Workforce Management tasks are completed routinely. Use the following daily, weekly, and
monthly checklists as guides.
The daily, weekly, and monthly checklists are general recommendations, so be sure to review
them with regard to your company policies and make any necessary additions and changes.
Your own work plan should also specify who is responsible for each task.
Daily Checklist
Daily checklist items include:
Verify that last nights database backup was successful and store yesterday's backup tape in
a safe place.
Check your messages for employee absences and changes in plan. Add, edit, and delete
segments as needed.
Print the official schedule reports and intra-day performance reports you will need for today
and distribute them to the appropriate people.
Continually monitor todays intra-day performance forecast to determine whether staffing

changes are needed.
Enter the appropriate segments for any employees whom you reassign to other work states.
Continue to enter other segments as you become aware of changes in plan.
Update yesterdays intra-day distributions for each forecast group, by averaging in

yesterdays actual contacts (but omitting holidays and other unusual days). You can do this
weekly if you prefer.
Exit Aspect Workforce Management at the end of the day.
Weekly Checklist
Weekly checklist items include:
User Guide
Update your official schedules for the coming weeks to reflect any absences or changes in
plan that you are aware of.
Chapter 1: Getting Started
Create intra-day performance forecasts for the coming week. Then, if policy permits, run
break optimization for that week to improve scheduling efficiency, where possible.
Print intra-day performance reports and examining them to determine where further staffing
changes might be useful. Update your official schedules to reflect any changes you decide to
make.
Print any other tracking reports you need for planning next week's operations (especially
official schedule reports, as well as any others you use every day).
Delete any forecast schedule runs, schedule tests, schedule sets, and intra-day performance
forecasts you no longer need.
Take the most recent backup tape home or to some other off-site location.
Monthly Checklist
Monthly checklist items include:
Do the monthly update procedure for each forecast group to update its monthly and daily
historical patterns.
Check the default scenarios for each forecast group and staff group to make sure the
forecasting and staffing assumptions reflect your current situation and objectives. Pay
particular attention to the shrinkage percentages, which typically change over time (hint:
compare with the Superstate Summary reports).
Examine next months holiday factors for each forecast group and decide how to handle
those days. If necessary, you can generate special one-day schedule sets and begin
assigning employees to those schedules.
For each staff group, test your working schedule sets against the staffing requirements for
future weeks. Select a target week that is at least a month into the future so you'll have time
to plan and make any necessary changes. If changes are needed, decide whether to edit
your schedule sets manually, generate new schedules, or both.
Delete any forecast schedule runs, schedule tests, schedule sets, and intra-day performance
forecasts you no longer need.
Verify that your fiscal calendars are up to date and extend them further into the future, if
necessary.
2
Chapter 2
Operating the Software: Basics

This chapter provides information about working with Aspect Workforce Management rich-client
software, including descriptions of menus, and toolbar buttons, and basic tasks that you can
perform.
Note: The software supports the standard Windows DPI setting of 96 pixels per inch. This
setting corresponds to the Control Panel Display option of Smaller - 100% (default). In
earlier Windows operating systems, this setting corresponds to the Font Size option of
Normal, configured on the Appearance page of the Display Properties dialog box. Using
larger font sizes can cause controls in the the Aspect Workforce Management user
interface to work incorrectly.
Starting and Stopping the Client Software

Aspect Workforce Management runs on a client workstation and requires that you log in as an
authorized user, and it automatically logs you in to your database using your user name and
password.
Note: You cannot simultaneously be logged in to Aspect Workforce Management as the same
user on two different workstations. To run the software from a different workstation, make
sure you have already exited Aspect Workforce Management on the current workstation.
Starting
To start the client software:
1. Select Start > Programs > Aspect > Workforce Management. The Login dialog box
appears.
2. Select the database, and enter your Aspect Workforce Management user name and
password.
In a multitenant environment, there is no drop-down list for selecting the database; you must
type the database name in the field provided.
3. If you need to run Aspect Workforce Management in a language other than that for which
your Windows operating system is configured, select the Language tab and select one of
the supported language options.
User Guide
Chapter 2: Operating the Software: Basics
4. Click OK.
Note: You cannot simultaneously be logged in to Aspect Workforce Management as the same
user on two different workstations. However, if do you try to log in on a second
workstation, the software gives you the option to forcibly log out the user on the first
workstation.
Stopping
To stop the client software:
1. Select File > Exit.
2. Follow any prompts that appear.
Note: Do not stop Aspect Workforce Management by turning off your PC. This leaves you
logged in to the database and may prevent another user from logging in. If your PC loses
power or locks up while you are logged in, start Aspect Workforce Management again
and exit normally to clear your last login.
Functional Areas and Modules

The Aspect Workforce Management client softwares navigation pane (on the left) divides
modules into functional areas to simplify navigation, security, and implementation of new
features. Each of these areas has a navigation button on the lower left that you click to display
that modules tree:
Configuration
Administration
Employees
Forecasting
Scheduling
Tracking
Advanced Tracking
Reports
To access a module, you can use File > Open menu option or use the navigation pane to select
it in a tree.
Modules and Their Locations

Table 2-1 lists the full names of all modules (except those enabled with the Aspect Workforce
Management Reserve enhancement package) and how to access them through the
navigation pane. In each case, the first word in the navigation path is the navigation button you
click (on the lower left), and all other words are parts of the modules tree.
Table 2-1 Modules and Their Locations
Full Module Name
Path in Navigation Pane
ACD/Contact Server Instances
Configuration > Data Capture > ACDs/Contact Servers
ACD Signed-In Segment

Associations
Configuration > Data Capture > ACD Signed-In Segment Associations
ACD State Segment Associations
Configuration > Data Capture > ACD State Segment Associations
Activity by ACD Group Reports
Reports > Agent Productivity Reports > Activity by ACD Group
Activity Reports
Reports > Agent Productivity Reports > Activity
Activity with Outbound/Inbound

Reports
Reports > Agent Productivity Reports > Activity Outbound/Inbound

Reports
Activity with Outbound/Inbound by

ACD Group Reports
Reports > Agent Productivity Reports > Activity Outbound/Inbound by

ACD Group Reports
Activity with Outbound/Inbound

Summary Reports
Reports > Agent Productivity Reports > Activity Outbound/Inbound

Summary
Activity Summary Reports
Reports > Agent Productivity Reports > Activity Summary
Actual Data
Forecasting > Actual Data
Adherence View
Advanced Tracking > Agent Productivity > Adherence View
Agent Check-in Reports
Reports > Official Schedule Reports > Agent Check-in
Agent Data Group Definitions
Configuration > Data Capture > Data Groups > Agent
Agent Formulas
Configuration > Data Capture > Formulas > Agent
Agent Productivity Actual Data
Advanced Tracking > Agent Productivity Actual Data
Agent Productivity Formulas
Configuration > Data Capture > Formulas > Agent Productivity
Agent Productivity Instances
Configuration > Data Capture > Agent Productivity
AHT Overrides
Forecasting > Forecast Group > Overrides > AHT
All Reports
Reports > All Reports
Audit Trail Reports
Reports > Official Schedule Reports > Audit Trail
Automatic Historical Pattern Update

Scenarios
Forecasting > Forecast Group > Historical Patterns > Historical Pattern
Scenarios
Automatic Historical Pattern Updates
Forecasting > Forecast Group > Historical Patterns > Automatic Updates
AutoRun Manager
Administration > AutoRun Manager
AutoRun Queue Definitions
Configuration > Automatic Processes > AutoRun Queues
Availability Reports
Reports > Agent Productivity Reports > Availability
Availability Summary Reports
Reports > Agent Productivity Reports > Availability Summary
User Guide
Table 2-1 Modules and Their Locations (continued)

Full Module Name
Availability Summary with Plugged-In

Percent Reports
Reports > Agent Productivity Reports > Availability Summary with

Plugged-In Percent
Availability with Plugged-In Percent

Reports
Reports > Agent Productivity Reports > Availability with Plugged-In

Percent
Back-Office Performance
Tracking > Performance > Back-Office Performance
Back-Office Performance Display Set

Definitions
Configuration > Forecasting > Display Sets
Balance Viewer
Advanced Tracking > Balance Viewer
Calendar Item Templates

[Empower only]
Configuration > Segment Export > Calendar Item Templates
Campaign Sets
Forecasting > Forecast Group > Historical Patterns > Campaign Sets
Concurrent Employee Count
Administration > Concurrent Employee Count
Contact Allocation Sets
Forecasting > Forecast Group > Contact Allocations Sets
Contact Associations
Administration > Communications > Contact Associations
Contact Definitions
Administration > Communications > Contact Definitions
Contact Directory
Administration > Communications > Contact Directory in the navigation

pane.
Contact Center Calculator
Forecasting > Contact Center Calculator
Contact Data Group Definitions
Configuration > Data Capture > Data Groups > Contact
Contact Formulas
Configuration > Data Capture > Formulas > Contact
Contact Notifications
Administration > Communications > Contact Notifications
Contextual Links
Administration > Communications > Contextual Links
Cycle Cuts
Forecasting > Forecast Group > Historical Patterns > Cycle Cuts
Daily AHT Sets
Forecasting > Forecast Group > Historical Patterns > Daily AHT Sets
Daily Employee Summary Hours

Reports
Reports > Superstate Summary Reports > Daily Employee Summary

Hours
Daily Group Summary Hours Reports
Reports > Superstate Summary Reports > Daily Group Summary Hours
Daily Tallies Reports
Reports > Intra-Day Time Line Reports > Daily Tallies
Date Window Sets
Administration > Date Window Sets
Delete ACD/Contact Server Data
Administration > Housekeeper > Delete
Delete Agent Productivity Employee

Data
Administration > Housekeeper > Delete > Agent Productivity Employee

Data
Delete Allocation Sets
Administration > Housekeeper > Delete > Allocation Sets
Delete Event Viewer Info
Administration > Housekeeper > Delete > Event Viewer
Delete Journal Entries
Administration > Housekeeper > Delete > Journal Entries
> ACD / Contact Server Data

Full Module Name
Delete Notifications
Administration > Housekeeper > Delete > Notifications
Delete Official Schedule Data
Administration > Housekeeper > Delete > Official Schedule Data
Delete Real-Time Employee Data
Administration > Housekeeper > Delete > Real-Time Employee Data
Delete Segment Requests
Administration > Housekeeper > Delete > Segment Requests
Delete Staffing Tolerances
Administration > Housekeeper > Delete > Staffing Tolerances
Delete Trades Bulletin Board Entries
Administration > Housekeeper > Delete > Trades Bulletin Board Entries
Delete Trade Requests
Administration > Housekeeper > Delete > Trade Requests
Employee ACD Login ID Reports
Reports > Employee Reports > Employee ACD Login ID
Employee Check-In Detail Reports
Reports > Official Schedule Reports > Employee Check-In Detail
Employee Check-In Summary

Reports
Reports > Official Schedule Reports > Employee Check-In Summary
Employee Datacenter
Employees > Employee Datacenter
Employee Extra Field Definitions
Configuration > Employee Information > Extra Fields
Employee Extra Field Tab Definitions
Configuration > Employee Information > Employee Extra Field Tabs
Employee Filter Profile Definitions
Administration > Access Control > Employee Filter Profiles
Employee Group Assignments
Employees > Employees > Group Assignments
Employee Group Definitions
Configuration > Employee Information > Employee Groups
Employee Information
Employees > Employee Information
Employee Information Reports
Reports > Employee Reports > Employee Information
Employee Personal Account

Balances
Advanced Tracking > Employee Personal Account Balances
Employee Preference Set Definitions
Configuration > Employee Information > Preference Sets
Employee Records
Employees > Employees > Employee Records
Employee Schedule Preferences

Reports
Reports > Employee Reports > Employee Schedule Preferences
Employee Skills Reports
Reports > Employee Reports > Employee Skills
Employee Supergroup Definitions
Configuration > Employee Information > Employee Supergroups
Employee Time Line - Graphic

Reports
Reports > Intra-Day Time Line Reports > Employee Time Line - Graphic
Employee Time Line Reports
Reports > Intra-Day Time Line Reports > Employee Time Line
Encompass Agent Data Group Maps
Configuration > Automatic Processes > Encompass > Maps > Agent Data
Group Map
Encompass AHT Override Set Maps
Configuration > Automatic Processes > Encompass > Maps > AHT
Override Set Map
User Guide

Full Module Name
Encompass Contact Data Group

Maps
Configuration > Automatic Processes > Encompass > Maps > Contact
Data Group Map
Encompass Forecast Group Column

Maps
Configuration > Automatic Processes > Encompass > Maps > Intra-Day
Performance > Forecast Group Column Map
Encompass Forecast Group Maps
Configuration > Automatic Processes > Encompass > Maps > Forecast
Group Map
Encompass Sites
Configuration > Automatic Processes > Encompass > Sites
Encompass Staff Group Column

Maps
Configuration > Automatic Processes > Encompass > Maps > Intra-Day
Performance > Staff Group Column Map
Encompass Staff Group Maps
Configuration > Automatic Processes > Encompass > Maps > Staff Group
Map
Encompass Staff Group Tally Editor
Advanced Tracking > Encompass Tally Editor
Encompass Staffing Override Set

Maps
Configuration > Automatic Processes > Encompass > Maps > Staffing
Override Set Map
Encompass Superstate Maps
Configuration > Automatic Processes > Encompass > Maps > Superstate
Map
Encompass Volume Override Set

Maps
Configuration > Automatic Processes > Encompass > Maps > Volume
Override Set Map
Entitlements Tables
Advanced Tracking > Accounts Manager > Entitlements Tables
Equity Rule Sets
Scheduling > Rule Configuration > Equity Rule Sets
Equity Rules
Scheduling > Rule Configuration > Equity Rules
Event Viewer
Administration > Event Viewer
Exception Tally Reports
Reports > Intra-Day Time Line Reports > Exception Tally
Fiscal Calendar Definitions
Configuration > Forecasting > Fiscal Calendars
Forecast Group Definitions
Configuration > Forecasting > Forecast Groups
Forecast Group Forecasts
Forecasting > Forecast Group > Forecast Group Forecasts
Forecast Group Journal
Administration > Journal > Forecast Group Journal
Forecast Group Sets
Configuration > Forecasting > Forecast Group Sets
Forecasting Scenarios
Forecasting > Forecast Group > Forecasting Scenarios
Forecasting Wizard
Forecasting > Forecasting Wizard
Group Account Balances - Official

and Open Reports
Reports > Group Allowance Account Reports > Account Balances - Official
and Open
Group Account Balances - Official

Reports
Reports > Group Allowance Account Reports > Account Balances - Official
Group Allowance Accounts
Advanced Tracking > Accounts Manager > Group Allowance Accounts
Holiday Factors
Forecasting > Forecast Group > Historical Patterns > Holiday Factors

Full Module Name
Intra-Day Performance Comparison

Reports
Reports > Intra-Day Performance Reports > Intra-Day Performance

Comparison
Intra-Day Performance Consolidated

Reports
Reports > Intra-Day Performance Reports > Intra-Day Performance

Consolidated
Intra-Day Performance Display Set

Definitions
Configuration > Forecasting > Display Sets
Intra-Day Performance Group Detail

Reports
Reports > Intra-Day Performance Reports > Intra-Day Performance Group

Detail
Intra-Day Performance
Tracking > Performance > Intra-Day Performance
Intra-Day Time Line
Tracking > Intra-Day Time Line
Login/Logout Reports
Reports > Agent Productivity Reports > Login/Logout Reports
Master Templates
Scheduling > Schedule Templates > Master Templates
Maximum Trades per Period
Configuration > Scheduling > Trade Rules > Maximum Trades per Period
Monthly Pattern Updates
Forecasting > Forecast Group > Historical Patterns > Monthly Updates
Monthly Roster Reports
Reports > Roster Reports > Monthly Roster
Multidimensional Intra-Day
Performance
Tracking > Performance > Multidimensional Intra-Day Performance
Normal AHT Distributions
Forecasting > Forecast Group > Historical Patterns > Normal AHT
Normal Available Hours
Forecasting > Staff Group > Historical Patterns > Normal Available Hours
Normal NCO Distributions
Forecasting > Forecast Group > Historical Patterns > Normal NCO
Normal Operating Hours
Forecasting > Forecast Group > Historical Patterns > Normal Operating
Hours
Official Schedule Editor
Tracking > Official Schedule Editor
Official Segment Cutoff
Administration > Housekeeper > Delete > Official Segment Cutoff
Official Segment Worksheet
Tracking > Official Segment Worksheet
Open Hours
Configuration > Forecasting > Open Hours
Outbound Campaign Patterns
Forecasting > Forecast Group > Historical Patterns > Outbound Campaign
Patterns
Permanent Closeout
Administration > Housekeeper > Delete > Permanent Closeout
Personal Account Balances - Official

and Open Reports
Reports > Personal Accounts Reports > Account Balances - Official and
Open
Personal Account Balances - Official

Reports
Reports > Personal Accounts Reports > Account Balances - Official
Personal Account Definitions
Advanced Tracking > Accounts Manager > Personal Accounts >

Personal Account Definitions
User Guide

Full Module Name
Personal Account Rules
Configuration > Automatic Processes > Checker Rules > Personal

Account Rules
Personal Account Transactions

Reports
Reports > Personal Accounts Reports > Account Transactions
Perspective Definitions
Configuration > Scheduling > Perspectives
Real-Time Sign-In/Sign-Out
Actual Data
Advanced Tracking > Agent Productivity > Real-Time Sign-In/Sign-Out

Data
Real-Time State Actual Data
Advanced Tracking > Agent Productivity > Real-Time State Actual Data
Reprocess ACD / Contact Server

Data
Administration > Housekeeper > Miscellaneous > Reprocess ACD /

Contact Server Data
Reprocess Agent Productivity Data
Administration > Housekeeper > Miscellaneous > Reprocess Agent

Productivity Data
Request Management Reports
Reports > Request Management Reports > Request Management

Reports
Request Manager
Advanced Tracking > Request Manager
Request Rules
Configuration > Automatic Processes > Checker Rules > Request Rules
Request Viewer
Advanced Tracking > Request Viewer
Requested Trade Duration
Configuration > Scheduling > Trade Rules > Requested Duration
Requirement Sets
Forecasting > Staff Groups > Requirement Sets
Rosters
Scheduling > Rosters
Routing Set Definitions
Configuration > Forecasting > Routing Sets
Routing Set Forecasts
Forecasting > Routing Set > Routing Set Forecasts
Routing Set Schedule Runs
Scheduling > Routing Set > Schedule Runs
Routing Set Schedule Tests
Scheduling > Routing Set > Schedule Tests
Schedule Detail - Full Reports
Reports > Official Schedule Reports > Schedule Detail - Full
Schedule Detail - Selected Reports
Reports > Official Schedule Reports > Schedule Detail - Selected
Schedule Download Configuration
Configuration > Automatic Processes > Schedule Downloads
Schedule Equity Reports
Reports > Official Schedule Reports > Schedule Equity Reports
Schedule Profiles
Scheduling > Schedule Templates > Schedule Profiles
Schedule Summary
Tracking > Schedule Summary
Schedule Summary Reports
Reports > Official Schedule Reports > Schedule Summary
Scheduling Groups
Scheduling > Scheduling Group > Scheduling Groups
Scheduling Group Sets
Scheduling > Scheduling Group > Scheduling Group Sets
Scheduling Scenarios
Scheduling > Staff Group > Scheduling Scenarios

Full Module Name
Scheduling Wizard
Scheduling > Scheduling Wizard
Security Profile Definitions
Administration > Access Control > Security Profiles
Segment Category Definitions
Configuration > Scheduling > Segment Categories
Segment Definitions
Configuration > Scheduling > Segment Definitions
Segment Entry Rules
Configuration > Scheduling > Segment Entry Rules
Segment Export Group Definitions
Configuration > Segment Export > Segment Export Groups
Segment Export Status
Configuration > Segment Export > Export Status
Segment Package Definitions
Configuration > Scheduling > Segment Packages
Segment Window Rules
Scheduling > Schedule Templates > Segment Window Rules
Segments Reports
Reports > Official Schedule Reports > Segments
Shift Templates
Scheduling > Schedule Templates > Shift Templates
Shrinkage Category Definitions
Configuration > Forecasting > Shrinkage Categories
Special AHT Distributions
Forecasting > Forecast Group > Historical Patterns > Special AHT
Special Available Hours
Forecasting > Staff Group > Historical Patterns > Special Available Hours
Special NCO Distributions
Forecasting > Forecast Group > Historical Patterns > Special NCO
Special Operating Hours
Forecasting > Forecast Group > Historical Patterns > Special Operating
Hours
Staff Adjustments
Tracking > Performance > Staff Adjustments
Staff Allocation Sets
Forecasting > Staff Group > Staff Allocation Sets
Staff Group Definitions
Configuration > Forecasting > Staff Groups
Staff Group Forecasts
Forecasting > Staff Group > Staff Group Forecasts
Staff Group Journal
Administration > Journal > Staff Group Journal
Staff Group Schedule Runs
Scheduling > Staff Group > Schedule Runs
Staff Group Schedule Tests
Scheduling > Staff Group > Schedule Tests
Staff Group Sets
Configuration > Forecasting > Staff Group Sets
Staff Shrinkage
Forecasting > Staff Group > Historical Patterns > Staff Shrinkage
Staffing Overlays
Forecasting > Staff Group > Historical Patterns > Staffing Overlays
Staffing Overrides
Forecasting > Staff Group > Staffing Overrides
Staffing Scenarios
Forecasting > Staff Group > Staffing Scenarios
Staffing Tolerances
Advanced Tracking > Staffing Tolerances
State Time Line Reports
Reports > Intra-Day Time Line Reports > State Time Line
Summarize Superstate Hours
Administration > Housekeeper > Miscellaneous > Summarize Superstate

Hours
User Guide

Full Module Name
Superstate Definitions
Configuration > Scheduling > Superstates
Superstate Hours - Selected Reports
Reports > Superstate Summary Reports > Superstate Hours Selected
System Cleanup
Administration > Housekeeper > Delete > System Cleanup
System Parameters
Administration > System Parameters
Tally Server Caching
Configuration > Automatic Processes > Tally Servers
Threshold Set Definitions
Configuration > Forecasting > Threshold Sets
Time Zone Manager
Administration > Time Zone Manager
Total Employee Hours for Date Range

Reports
Reports > Superstate Summary Reports > Total Employee Hours for Date
Range
Total Group Hours for Date Range

Reports
Reports > Superstate Summary Reports > Total Group Hours for Date
Range
Trade Audit Reports
Reports > Official Schedule Reports > Trade Audit
Trade Complexity
Configuration > Scheduling > Trade Rules > Complexity
Trade Fiscal Calendar
Configuration > Scheduling > Trade Rules > Fiscal Calendar
Trade Segment Boundaries
Configuration > Scheduling > Trade Rules > Segment Boundaries
Trade Segment Handling
Configuration > Scheduling > Trade Rules > Segment Handling
Trade Segment Merging
Configuration > Scheduling > Trade Rules > Segment Merging
Trade Segment Time
Configuration > Scheduling > Trade Rules > Segment Time
Trade Split Shift
Configuration > Scheduling > Trade Rules > Split Shift
Trial Schedule Detail - Full Reports
Reports > Trial Schedule Reports > Trial Schedule Detail - Full
Trial Schedule Detail - Selected

Reports
Reports > Trial Schedule Reports > Trial Schedule Detail - Selected
Trial Schedule Manager
Scheduling > Trial Schedule Manager
Trial Schedule Sets Reports
Reports > Trial Schedule Reports > Trial Schedule Sets
Trial Segment Worksheet
Scheduling > Trial Segment Worksheet
Users
Administration > Access Control > Users
View Intra-Day Performance
Tracking > Performance > View Intra-Day Performance
Volume Overrides
Forecasting > Forecast Group > Overrides > Volume
Week at a Glance - Trial Schedules

Reports
Reports > Trial Schedule Reports > Week at a Glance-Trial Schedules
Week at a Glance Reports
Reports > Official Schedule Reports > Week at a Glance
Weekly Roster Reports
Reports > Roster Reports > Weekly Roster
Weekly Schedule Reports
Reports > Official Schedule Reports > Weekly Schedule
About the User Interface

Full Module Name
WFM Messages
Configuration > Scheduling > Trade Rules > WFM Messages
Work Assignment Rule Sets
Scheduling > Schedule Templates > Work Assignment Rule Sets
Work Assignment Templates
Scheduling > Schedule Templates > Work Assignment Templates
Workforce Reports
Reports > Trial Schedule Reports > Workforce
About the User Interface

Aspect Workforce Management provides both menu options and toolbar buttons for navigating
and carrying out commands. Most tasks that you perform in Aspect Workforce Management
involve first opening a module using one of the following methods:
Select File > Open, select the module name, and click OK.
In the navigation pane, click a navigation button and select the module in the tree.
Most modules have a primary view and one or more secondary windows (that appear as
needed). You can generally have several windows open at the same time, although in some
cases you must close a particular window before you can perform another task.
Reporting is a major part of Aspect Workforce Management, and this function is not limited to
the printed reports. Most lists are useful as an interactive display for viewing and analyzing your
data. You can size windows, resize column widths by dragging their borders, rearrange columns
by dragging their labels, and filter and sort information. And, when viewing data that lends itself
to graphical analysis, you can immediately create a customized graph of it.
Aspect Workforce Management uses a client/server architecture, in which all data is handled by
a relational database management system (RDBMS). Users, at any given moment, are working
only with local copies of whatever information they requested. Users whose only experience is
with file-based software systems generally need to revise their concept of data entry and adapt
to new guidelines.
Aspect Workforce Management Main Window

Figure 2-1 shows the Aspect Workforce Management main window. This window is always open
while you are logged in. It provides the navigation pane on the left, as well as drop-down menus
and toolbar buttons you use to navigate and carry out commands. The pane on the right is used
mainly for module views, which contain lists of data records, as well as options for opening
separate windows.
User Guide
You can open an additional main window by selecting a module and then selecting File > Open
In New Window.
Figure 2-1 Aspect Workforce Management Main Window

Use the navigation pane to access modules using the tree. The navigation buttons on the lower
left represent the softwares main functional areas. When you click a button, the modules tree on
the upper left displays the folders and modules in that area.
Use the Shortcuts feature to save direct links to modules you use often: Do this by dragging a
module from the tree and dropping it on the Shortcuts navigation button. Whenever you click
the Shortcuts button, your module shortcuts are displayed in place of the tree.
You can also open modules by name, using the File > Open option, which displays the full
names of all modules.
Using Navigation Trees

Aspect Workforce Management uses trees to organize and help you locate information. A tree
includes plus and minus buttons that let you expand and collapse parts of the outline. It also has
a pop-up menu with additional options to manipulate the tree.
You can use the arrow keys on your keyboard to navigate the tree. Press the up- or down-arrow
key to move between items and the left- or right-arrow key to move along a particular branch of
Using the Help System
the outline. Pressing the right-arrow key can expand the outline at a branch if it is not currently
expanded.
You can also navigate by typing the first letter, or letters, of the item you want to locate; this
selects the next item beginning with that letter or sequence of letters.
Some trees, such as employee trees, are created by you as part of your configuration.
Using the Help System

The Help system provides not only immediate assistance while you run the Aspect Workforce
Management software, but also indexed and cross-referenced online documentation. The Help
is your primary source of user documentation. It is broader in scope than this guide and contains
more detailed information.
Suggestions and hints for using the Help system:
Pressing the F1 key while Aspect Workforce Management is running gives you Help for the
selected window or area of focus. This has the same result as clicking the Help toolbar
button (
).
Some graphics have hot spots that give you shortcut Help when you select them.
You can click the Back button at the top of the Help window to go back to the previous topic
you viewed in that window.
Toolbar Buttons
The Aspect Workforce Management toolbar buttons provide quick access to commonly used
menu options. The main toolbar, on the left side of the main window, appears as follows:
In addition, most secondary windowsespecially formshave their own toolbar. Depending on

the window, the buttons may vary from the standard toolbar shown here:
The Main Menus

The main window and many secondary windows have a menu bar at the top, with some, or
most, of the following menus:
User Guide
File
Edit
View
Go (main window only)
Shortcuts (main window only)
Special
Tools
Window
Help
As with other Windows applications, you can display a drop-down menu either by clicking that
option or pressing ALT and then typing the underlined letter. Each of these menus is described
further in the tables that follow, which also includes keyboard shortcuts for particular options.
Many of the most commonly used drop-down menu options also have equivalent toolbar
buttons. In the tables that follow, these button images are included.
File Menu
The File menu contains options for retrieving, saving, and sending information. Table 2-2
describes the File menu options.
Table 2-2 File Menu Options and Descriptions
Option
Open
Description
Displays the Open dialog box where you can open a module.
You can also open a module by clicking its icon button (after adding the
button to your icon bar).
Close
Closes the selected window, prompting you to save any unsaved changes
you have made to its contents.
Clicking the
button in the upper right-hand corner of the window gives
the same result.
Save (CTRL+S)
Saves any changes or new information in the selected window to your

database server.
Save & Add New
Saves any changes or new information in the selected window, then resets
the fields in that window so you can use it to add a new record.
Revert
Cancels any unsaved changes made in the selected window and refreshes it
to show the latest information in the database. After selecting this option,
click Yes when the confirmation prompt appears.
You can disable the confirmation prompt for your own workstation and user
name if you no longer want it to appear: Select Tools > Options and then
clear the Confirm revert check box on the General page of the Options
dialog box.
Print (CTRL+P)
Lets you generate a report on the selected data (or graph, if available) and
direct the output to a printer, an print preview, or a file. In most cases, this
displays a version of the Print Options dialog box.
Log in as Other User
Exits Aspect Workforce Management and displays the Login dialog box so
you can log in again.
The Main Menus
Table 2-2 File Menu Options and Descriptions (continued)

Option
Description
Exit
Closes (quits) Aspect Workforce Management and prompts you to save any
unsaved changes. You can set a user option (using Tools > Options), to have
the software always prompt you for confirmation before exiting.
Closing the main Aspect Workforce Management window is the same as
selecting this menu option.
Edit Menu
The Edit menu contains options for editing text and lists of items. Table 2-3 describes the Edit
menu options.
Table 2-3 Edit Menu Options and Descriptions
Option
Description
Cut (CTRL+X)
Removes the selected text and places a copy of it on the clipboard.
Copy (CTRL+C)
Places a copy of the selected text (or graph) on the clipboard.
Paste (CTRL+V)
Inserts the text that you've copied or cut to the clipboard. The insertion can
be within a single input field, or it can span multiple cells in an grid where
direct editing is allowed.
When pasting to a grid, keep in mind the following:
User Guide
Typically, only a single column has editable cells.
The values on the clipboard must be in the same format as those in the
target column. For example, if the target column is formatted as hours
and minutes, the clipboard data must be formatted as h:mm (or the
equivalent format for your regional settings).
If there are multiple rows of clipboard data, pasting replaces the same
number of cells in the grid (even if you did not select all of them).
However, you cannot paste to a cell where the result would not fit within
the grid. For example, if a grid contains 31 days of data, you cannot
paste multiple rows to day 31.
If you select more cells than there are rows of clipboard data and then
paste, the data is pasted as many times as possible within that
selection. For example, if there are three rows of clipboard data and you
select seven cells in the grid before pasting, the values will be pasted
twice, leaving the seventh cell unaffected.
Clear (DELETE)
Removes the selected text.
Select All (CTRL+A)
Selects all text or all items in a list.
Edit
Opens the selected item in the list for editing.In most cases, you can also
do this by double-clicking the item or selecting it and pressing ENTER.
Add...
(CTRL_INSERT)
Creates a new item in the selected list.
Duplicate
(CTRL+U)
Creates a copy of the selected item in the list. To complete the operation,
you must provide key information such as a new name or code. In some
cases, you can select which additional information to copy.
Table 2-3 Edit Menu Options and Descriptions (continued)

Option
Description
Delete
(CTRL+DELETE)
Removes the selected item from the list. Aspect Workforce Management
prompts you for confirmation and this is the last chance you'll have to
change your mind.
Find (CTRL+F)
Searches a list and selects the first item containing the text you specify.
Opens the Find dialog box.
Find Next (F3)
After you have used Edit > Find successfully, searches for the next
matching item in the list.
View Menu
The View menu contains options that affect the way information appears. Table 2-4 describes
the View menu options.
Table 2-4 View Menu Options and Descriptions
Option
Refresh
Description
Updates your view of the contents of all open windows (except forms with
unsaved changes) by repeating the last query used for each. This is
particularly useful when you want to see changes made by other users since
the last time you refreshed.
Refreshing is done automatically whenever you change any filter settings or
re-sort a list. If you enabled Refresh On Save (using Tools > Options),
refreshing is also done automatically whenever you save or delete an item.
Navigation Pane
Shows or hides the navigation pane, which is the left-most part of the main
window containing the modules and navigation buttons.
While the navigation pane is hidden, you can access other modules using
the File menu, the Shortcuts menu, or Back and Forward.
Back (ALT+LEFT)
Returns the main window to the view that was displayed before you opened
the current module.
You can click Back repeatedly to retrace your history in this Aspect
Workforce Management session. You can also click the down-pointer (
next to this button to select any of the previous views.
Forward
(ALT+RIGHT)
Reverses the last Back command, returning the main window to the view
that was displayed when you clicked Back.
You can click Forward repeatedly to retrace your backward movement, and
you can click the down-arrow next to this button to select any of the later
views.
First (ALT+HOME)
Displays the first record in the underlying list, using the current window. If
there are changes to the current record you have not saved, Aspect
Workforce Management prompts you before leaving that record.
The First option uses the current sort order to locate the first (top) record.
The Main Menus
Table 2-4 View Menu Options and Descriptions (continued)

Option
Description
Previous
Displays the previous record in the underlying list, using the current window.
If there are changes to the current record you have not saved, Aspect
The Previous and Next options move through the list of records as it is
currently sorted; changing the sort order changes the Previous/Next order.
Next
Displays the next record in the underlying list, using the current window. If
Last (ALT+END)
Displays the last record in the underlying list, using the current window. If
The Last option uses the current sort order to locate the last (bottom) record
in the list.
Filter
Lets you reduce the number of items in a list by eliminating those that do not
have the characteristics you specify. This reduces the time you must wait for
Aspect Workforce Management to retrieve items from the database server.
Employee Filter
Lets you reduce the number of items in a list by eliminating those employees
who do not match the characteristics you specify. For additional information,
see Using the Employee Filter on page 2-31.
Note also the following standard options, which appear only on pop-up menus for grids:
Expand All and
Collapse All:
When the information in the grid is grouped, these options show the
individual records (expand) or hide them (collapse).
Always Expanded: When the information in the grid is grouped, selecting this option shows all
of the individual records and prevents groups from being collapsed. To
return to the normal view, select this option again.
Layout:
Lets you control several properties of the displayed grid.
In many views and windows, you can change your time zone to display the data as if you were in
a different time zone: on the toolbar, click the lookup
button next to the displayed time zone.
You can also change your time zone using Tools > Options. Both methods apply to all views and
windows that display data in your time zone.
Go Menu
Use this menu to quickly access areas of operation when the navigation pane is closed. The Go
menu options have the same result as clicking the navigation buttons on the lower left.
This menu also displays the shortcut key that accesses each area. For example, pressing
CTRL+2 accesses Configuration.
User Guide
Shortcuts
Use this menu to manage shortcuts that you created to access modules. The Manage option
opens the Shortcuts dialog box, where you can reorder and edit the list of shortcuts. You can
use the Memorize options to load or save sets of shortcuts. By saving such memorizations as
public, you and other users can share your shortcut collections.
Special Menu
This menu shows options that only apply in certain situations and that do not fit any other menu
categories. The menu appears only when the view or window provides special options.
Tools Menu
This menu is for miscellaneous options that you can use as needed. Table 2-5 describes three
common Tools menu options. Options is always available; the others appear only when
applicable to the selected view or window.
Table 2-5 Tools Menu Options and Descriptions
Options
Description
Options
Lets you configure your own settings for how Aspect Workforce
Management operates. Displays the Options dialog box.
Graph
Opens the Graphs window, where you can view, format, and print a graph of
the selected data. This option is available only for certain types of data.
Wizard
Opens the wizard associated with the selected view or window.
Window Menu
The Window menu contains options to help you manage and navigate the Aspect Workforce
Management windows that are open on your desktop. Table 2-6 describes the Window menu
options.
Table 2-6 Window Menu Options and Descriptions
Option
Description
Close All
Closes all Aspect Workforce Management windows except for the main
window.
Window List (F7)
Lets you select an Aspect Workforce Management window from a list of

those now open.
Pop-up Menus
Help Menu
Table 2-7 describes the options that provide access to Help information.
Table 2-7 Help Menu Options and Descriptions
Option
Description
Help Topics
Displays the Help Topics dialog box for Aspect Workforce Management
(clicking the Help Topics button at the top of the Help window gives the same
result).
About
Displays the About dialog box, where you can view information about your
Aspect Workforce Management software version and installation details.
Note: The Help toolbar button (
) displays Help for the current window or area of focus.
Pop-up Menus
In addition to these standard, drop-down menus, there is generally a pop-up menu available for
lists, grids, trees, and other displayed items. Also called a context menu, the pop-up menu
appears when you right-click a particular item or area.
For most views where items are listed, you can display the pop-up menu by selecting an item
and clicking the button in the title area to the upper-right of the list:
A pop-up menu generally has the most frequently needed commands available for the item or
area you have selected. These commands are generally the same as those on one or more of
the drop-down menus; but the pop-up menu is often more convenient. If you invoke a pop-up
menu and decide not to use it, you can just click somewhere else to make it disappear.
Working with Grids

For tabular lists (those having rows and columns) you can sort and group the information as
needed, in addition to customizing the view in other ways, such as filtering. Your layout changes
persist for each grid, and you can save specific layouts for future use.
Sorting
You can sort a list of items based on a particular field or combination of fields. For example, you
might want to sort schedules by their start times and, within that order, by their schedule
numbers. Thus, all schedules starting at 8:00 a.m. will be together in the list, in schedulenumber order, followed by all schedules starting at 8:15, and so on.
To sort by a particular column, click its column heading; click the heading again if you want to
reverse the sort direction (ascending or descending). Clicking an additional column heading
creates a higher-level sort.
To revert to the default sort order for a list, use the Remove option on the Layout submenu.
An up or down pointer next to the column heading indicates whether the sort order is ascending
or descending.
User Guide
Grouping
You can group items in a grid based on a particular field or combination of fields. For example,
you might want to group trial schedules by Days Worked and, within that order, by Start/Stop
time.
Many grids already have grouping in their default layouts. To remove all grouping from a grid,
use the Remove option on the Layout submenu.
To group by a particular column, right-click its column heading and select Layout > Group By
This Field on the pop-up menu. You can then repeat this action for a different column if you
want to create subgroups.
When you group by a column, the Group By area appears above the grid, where you can
rearrange grouping levels by dragging and dropping their labels. You can also display this area
by selecting Layout > Group By Box on the pop-up menu. To add a grouping level, drag and
drop a column heading to this area. To remove a grouping level, drag and drop its label outside
of the Group By area.
Hiding Columns
For most grids, the default setting is to display all columns that are available. By hiding columns,
you can better focus on the information that is most important to you.
To hide columns, click the column selection button on the left side of the heading row. A selection list
drops down, where you can deselect the columns you want to hide. Use this same button to restore
hidden columns.
This button is also available for column bands.

After hiding columns or bands, use the Layout option on the pop-up menu to save your column
settings.
Using the Layout Option

The Layout option lets you control the properties of the displayed grid. Right-clicking the grid
and selecting Layout displays the following submenu options:
Table 2-8 Layout Submenu Options
Option
Description
Group By Box
Adds or removes the Group By area at the top of the grid. When this box is
displayed, you can drag and drop column headings on it, and within it, to group
the list as desired.
Custom Filter
Lets you define a filter to narrow the retrieved records based on the contents of
columns. For more information, see Using Custom Filters, which follows.
Date and Time

Options
Displays the Date and Time Options dialog box, where you can show or hide
specific filtering options for columns containing dates and times, as well as
specify the level of detail for date/time grouping (for example, by date or by
month).
Working with Grids
Table 2-8 Layout Submenu Options (continued)

Option
Description
Remove
If you have sorting or grouping in effect. lets you remove it by selecting from a
submenu.
Best Fit
Automatically adjusts the width of columns to show all of their field contents.
Auto-Height
Automatically adjusts the height of rows to show most of (wrap) their field
contents.
Auto-Width
Automatically adjusts column widths so that all columns are visible in the
window.
Filtering
Provides a submenu of display options related to filtering column values. Select

an option to enable it ( ) or disable it:
MultiselectWhen this is enabled, the drop-down filter for each column

provides check boxes for selecting several items at a time. When disabled,
the drop-down filter is a simple list that closes each time you select an item.
Smart TagWhen enabled, any column that is being filtered has a colorhighlighted filter button image ( ) in its heading, and unfiltered columns
have a greyscale filter button image ( ). When disabled, all filter buttons
appear the same.
Show ButtonsWhen enabled, all filter buttons are visible. When disabled,
no filter buttons are visible except for filtered columns in the case where
Smart Tag is enabled (you can still move your cursor to a column heading to
make that filter button visible).
Merge
Combines cells from adjacent records wherever the cell values in that column
are identical. For example, if a list is sorted by Group, then all records for group
1234 will share a single 1234 Group cell.
Fixed Band
Lets you freeze the selected top-level column band (or bands) so that those
columns remain visible as you scroll the grid horizontally (serving as row
headings). Displays a submenu where you select one of the following:
Left, to attach the band to the left side of the grid
Right, to attach the band to the right side of the grid
None, to remove the selection as a fixed band
[saved layouts]
This part of the submenu lists your saved layouts; click a layout to apply it to the
list.
Save
Lets you save the current layout for future use. When prompted, type a name for
the new layout and click OK.
A saved layout applies only to the grid where you created it.
Delete
Lets you delete a saved layout. When prompted, select the layout(s) in the list
and click OK.
Reset
Removes all of your layout changes from the current list and reverts to the
default layout for this list.
Using Custom Filters

You can create a custom filters for most grids. A custom filter hides retrieved records that do not
have the values you specify.
User Guide
To filter by a column:
1. Click the down-arrow button in the column heading you want to filter by.
A drop-down list of values appears. The displayed items include all of the unique values
found in this column.
2. Select the values for which you want the corresponding records to be visible. You can click
(All) to de-select all checked boxes for this column.
As you select or de-select each value, the grid displays the results, as does the filter box that
appears at the bottom of the grid.
To cancel filtering, you can either close the filter box at the bottom of the grid or de-select the
active filter in that box.
Creating a Complex Custom Filter

The selections you make on a given column drop-down list are applied independently, using an
Or statement, so that a record satisfying any of those simple conditions is visible. This is usually
the appropriate choice for one column. But you can override that choice and make the filter
more restrictive: for example, to define an allowed range of values. Do this by selecting a value
in the drop-down list and then selecting the (Custom) option in that list. An example might be:
((Date >= 10/11/2007) and (Date <= 12/10/2007))
You might also want to filter by additional columns, which you can do using their drop-down lists.
Then the selections you make for each columnas a groupare applied with the filters for the
other columns, using an And statement. For example, selecting values in both a Code column
and a Date column would create a statement such as:
((Code = ABC) or (Code = XYZ)) and ((Date = 10/11/2007) or
(Date = 12/10/2007))
Using the Filter Builder

You can use the Filter Builder dialog box to create, edit, save, and load custom filters for the
current grid. This tool gives you complete control over the logical statements used in your
custom filter.
There are several ways to access the Filter Builder, including the following:
Right-click the grid and select Layout > Custom Filter.
If you already have a custom filter in effect, click the Custom button in the filter box at the
bottom of the grid.
Types of Windows
Aspect Workforce Management uses several types of windows for different purposes. In
addition to the main window (which houses the drop-down menus, toolbar buttons, and icon
bar), each module has its own windows that you open and close, as needed. Many of these
windows are resizable.
Types of Windows
Primary Windows
Most modules have a primary view that you see when you first open the module. Typically, the
primary view displays stored information on the right, usually in a grid that lists several items of
the same type. Depending on which part of the window you select, a pop-up menu is also
available.
Secondary Windows
Modules may also have one or more secondary windows with which you add and edit
information, view more specific details, and specify parameters or options. There are two main
types of secondary windows:
Ordinary dialog boxes, such as Find, that you use to execute various tasks or set certain
options. These have buttons, such as OK and Cancel, that you must use before you can
perform anything else in Aspect Workforce Management.
Special dialog boxes, called forms, that you use to add, edit, or view information stored in
your Aspect Workforce Management database. These are similar to traditional paper forms,
with blanks that you fill in to identify or describe something. Unlike ordinary dialog boxes,
forms do not prevent you from performing other tasks in Aspect Workforce Management. You
can have several forms open at the same time and close them at your convenience.
About Tabs and Pages in Windows

Many Aspect Workforce Management windows use graphical tab dividers to group related
information into separate pages (also know as tab sheets). For example, a form for creating a
data record might have a General page for basic information about the record, as well as a
Detail page for specifying the additional items that make up the record (as shown in Figure 2-2).
Figure 2-2 Tabs and Pages Example

To display the Detail page, select the Detail tab divider.
You can also use the following keystroke combinations to move from page to page:
User Guide
CTRL+TAB, to display the next page (to the right)
CTRL+SHIFT+TAB, to display the preceding page (to the left)
Working with Forms: Saving and Canceling

Aspect Workforce Management electronic forms are similar to traditional paper forms, with
blanks that you fill in to identify or describe something. Unlike ordinary dialog boxes, forms do
not prevent you from performing other tasks in Aspect Workforce Management. You can have
several forms open at the same time and close them at your convenience.
Saving
Typically, you use the same basic form to both add and edit a record. You type the new
information in the appropriate fields and save it to your database. There is more than one way to
do this:
If you want the form to remain visible after you have saved your changes, select the File >
Save menu option (or use its associated toolbar button or keyboard shortcut). You can then
close the form whenever you wish, by selecting it and selecting File > Close, or by clicking
the X button in the upper-right hand corner.
If you want to close the form when you save your changes, click the Save & Close toolbar
button. (You can also select File > Close or click the X button; Aspect Workforce
Management will detect your changes and prompt you to save them.)
When there is a lot of information to enter on a particular form, it is usually best to save the form
periodically as you are entering information. That way, if something goes wrong you do not have
to start over, and you can use Revert to cancel only the most recent unsaved changes.
Note: After saving changes, you might not immediately see the results in the list of items you
are working with. You might need to refresh your display (if you do not have Refresh On
Save enabled). Additionally, it is possible to add or change an item so that it no longer
passes your current filter, in which case you do not see it until you change the filter
settings.
Canceling
As with saving, there is more than one way to cancel changes you have made on a form. If you
want to cancel your changes but keep the form visible, select File > Revert. If you want to
cancel your changes and close the form, select File > Close (or click X) and answer No when
prompted to save your changes.
Data Entry Features

Many data fields provide a calendar tool or a lookup button to let you enter information by
selecting it.
Data Entry Features
Calendar Tool
Each date field includes a drop-down button you can use to select the date:
Click this button to display the pop-up calendar, then double-click the date you want to enter:
When the pop-up calendar is visible, you can use the left- and right-arrow buttons at the top to
move the selection backward or forward, either one month or one year at a time. You can also
use the arrow keys on your keyboard to select a date and then press ENTER to accept it.
Clicking Today selects todays date.
Note: You can set the calendar to display week numbers to the left of each row. To do this, use
Tools > Options and select Show week numbers on the General page of the dialog
box. The following example shows weeks 10 through 15:
The first week of each year is 1, and the last week is either 52 or 53 (depending on the year and
how the first week is defined by Windows based on your locale).
Lookup Button
The lookup button lets you enter information in a field by selecting the item from a list of all the
available choices. When available, this button appears to the right of the field. Clicking this
button opens a lookup dialog box.
User Guide
Customizing Your Client Software

You can customize how Aspect Workforce Management behaves. Your customized settings are
in effect whenever you run the software on that same workstation.
The general settings you can customize on your workstation include:
OptionsThese are various features and settings that apply in general. For example, you
can specify whether or not you want to be prompted for confirmation before exiting.
To open the Options dialog box, select Tools > Options or click the toolbar button.
Other screen-specific settingsAspect Workforce Management remembers the last size

and position of each window you opened, as well as sorting and grouping, and it
automatically restores that layout the next time you open that window. In addition, the Layout
option lets you control the properties of specific lists of records.
Special filtersFilters help you narrow the information retrieved from the database for
viewing in a list (see Using Filters on page 2-30 for additional information). These filters
generally have a toolbar button or a push button.
About Time Zones

For a contact center that has sites, employees, or Aspect Workforce Management users located
in more than one time zone, there are several options for controlling how times and dates are
displayed and reported.
For your own user account, you can use Tools > Options to select the default time zone in
which you want your client workstation to display and interpret times of day. This should
normally be the time zone in which you are located. However, you can switch to a different time
zone in order to view or enter information as if you were in that time zone.
Several modules also let you change the perceived time zone by clicking a lookup button on the
toolbar. This is the same field as the Time Zone field on the General page of the Options dialog
box.
Time zone information is provided with the software and stored in your database You can use
the Time Zone Manager module to view your time zone data and update it when you receive
new data from Aspect. This module also lets you:
Enter comments about specific time zones.
If necessary, edit the mappings of Aspect Workforce Management time zones to Microsoft
Exchange Server time zones (for use with the Segment Export feature of Empower).
Regional and Language Options

The (Windows) Regional and Language Control Panel applet lets you select the formats to use
for dates, times, and currency. Aspect Workforce Management supports only the default settings
for the supported languages (those listed on the Language page of the Login dialog box).
Using Contact Directories
Using Contact Directories

A contact directory is a list of information about communication contacts who are associated
with workforce management entities of a particular type. Communications contacts are typically
people who work in, or support, the contact center. You can view contact directories and start
communications with contacts using the Contact Directory module. In addition, certain other
modules provide a special command for opening a contact directory containing only the contacts
associated with the selected entity.
Contact Directory Module

To open the Contact Directory module, use one of the following methods:
In the navigation pane, select Administration > Communications > Contact Directory.
Select File > Open > Contact Directory.
The Contact Directory view appears.

To view all contacts who have been associated with an entity of any type, select the All
Directories option and click the Open button to display the Contact Directory window.
To view contacts associated with a specific workforce management entity, or type of entity:
1. Select the Selected Directories option.
2. Click the Type drop-down list and select the type of entity, such as Forecast Group, for which
you want to view contacts.
3. Do one of the following:
If you want to view contacts for only one entity, type or select its code in the field
provided.
If you want to view all contacts for all entities of the selected type, select the All option.
4. Click the Open button to display the Contact Directory window.

On the Contact Directory window, the information for each contact is grouped in three top-level
column bands:
Entity:
Lists the entity type and the code and description of the specific entity with which
the contact is associated.
Contact:
Lists the following information about the contact:
Current status (presence), such as Available. This indicator is functional only if

your office has implemented a supported version of Microsoft Lync.
Name and contact information, including phone number, email address, IM

address.
Aspect Workforce Management user name, if any.
Association: Shows the description of this contact/entity association, such as the contacts job
role.
User Guide
To communicate with a contact, select that contact in the grid and use one of the two Send...
options on the pop-up menu or toolbar. The following special options are available, depending
on your systems configuration:
Send an E-mail Message: Opens an email composition window addressed to the contact.
Send an Instant Message: Opens an IM conversation window addressed to the contact.
Copy E-mail Address:
Copies the contacts email address to the clipboard.
Copy Instant Message:
Copies the contacts IM address to the clipboard.
Other Modules
Some modules provide a special command for opening a contact directory containing only the
contacts associated with the selected entity. When you are using such a module, you can open
the Contact Directory window by selecting Special > Contact Directory. Table 2-9 shows where
this command is available and the entity selection to which it applies.
Table 2-9 Availability of the Special > Contact Directory Menu Option
Module
Where Available
Entity Selection
Employee Records
Main view
Employee group selected in the tree
Employee Group Assignments
Main view
Detail form
Forecast group, staff group, or routing

set selected in the tree
Staffing Tolerances
Staffing Tolerances form
Staff group for which you opened the

form
Encompass Tally Editor
Edit Staff Group Tallies

form
Staff group for which you opened the

form
Seat Records
Main view
Seat group selected in the tree
Seat Group Assignments
Main view
Performance
Performance window
All of the forecast groups or staff

groups for which you opened the form
Detail form
Forecast group, staff group, or routing

set selected in the tree
Using Contextual Links

Contextual links are live links that users can follow to get information or assistance regarding a
particular entity, such as an employee group. Link targets can include web sites, network
resources, email recipients, and so on.
Where available, selecting the Special > Links option opens a window containing links to
resources associated with the data you are viewing or the specific item you have selected. This
window displays links in the form of a tree, which has the following levels:
Using Contextual Links
Entity type
Entity
Links
You can click an entity type and an entity to view the entitys links. To follow a link, click the text
of the link (which is formatted like this). For example:
Employee Groups
Sales
Home - Sales
Home - Marketing
Support
The following pop-up options are available when you right-click in this window:
Expand All:
Expands all entities in the tree so that their links are visible.
Collapse All:
Collapses all entities in the tree so that only the entity types are visible.
Copy:
When you right-click a link, copies its address to the clipboard. You can then
paste address into another application.
Show All:
Displays all links for all entities of all types, even those that are not relevant to
the data you are working with. To hide the irrelevant links, select this option
again.
Auto Expand: Collapses all entities and links except those you actively select. To disable this
mode, select this option again.
Table 2-10 shows the views and windows where contextual links are available. The context is
the entity, or entities, to which the link applies.
Table 2-10 Where Contextual Links Are Available
User Guide
View or window
Context
Employee Records view and

Group Assignments view
Intra-Day Performance (IDP),

Detail form
Routing set of the IDP forecast
All forecast groups in the routing set
All staff groups in the routing set
Multi-Dimensional Intra-Day
Performance window
All groups in the selected forecast group set or staff group set
Staffing Tolerances form
Selected staff group
Edit Staff Group Tallies form
Selected staff group
Seat Records view and Seat

Group Assignments view
Detail form
Routing set of the back-office performance forecast
Forecast group in the routing set
Staff group in the routing set
Table 2-10 Where Contextual Links Are Available (continued)

View or window
Context
Employee Datacenter window
Employee groups, for selected employees, that are represented in an

Employee Group or Employee Class data band.
Working in the Client/Server Environment

When you are working in Aspect Workforce Management, keep the following tips in mind:
Use filters as much as possible. This helps to improve system performance across your
entire Aspect Workforce Management network.
Select View > Refresh (if necessary) before beginning a data entry session, especially if you
plan to use the Edit option. This brings in any changes, additions, and deletions that other
users might have made.
Remember that when you are editing an existing item, the database server does not lock it;
that is, protect it from being changed or deleted by other users. For example, if you and
another user are editing the same record, only one of you can save your changeswhoever
saves first. The second user, upon saving, receives a failure message from the database.
If you have a lot of information to enter on a particular form, it is usually best to save the form
periodically as you are entering information. That way, if something goes wrong, you wont
have to start over, and you can use File > Revert to cancel only the most recent unsaved
changes.
Using Filters
Aspect Workforce Management provides several filters to help you reduce the amount of data
retrieved from your database whenever you open or refresh a list of items. This not only reduces
the time you must wait for the list to be displayed; it also helps to improve system performance
across your entire Aspect Workforce Management network.
Different filters are available depending on which module you're using, and some filters are
available in more than one module. In particular, the employee filter filters out information
associated with employees, or groups of employees. This filter is often available in combination
with others.
When a filter is available, there is normally an option for it on the View menu and a
corresponding toolbar button. Your most recent settings in effect when you open the module,
and you can change those default settings as needed. Making a change to the filter settings
already in effect generally results in a new query.
For most grids, you can also create custom filters, which hide information already retrieved. For
details, see Using Custom Filters on page 2-21.
Using Filters
Using the Employee Filter

Use the employee filter when you want to work with information associated only with certain
employees or groups of employees. This filter affects your view of employee information, group
assignments, and official segments. It is often available in combination with other filters, and it is
also available as an employee selection tool during certain operations.
You can change your employee filter settings whenever you are using a module that is affected
by them. Select View > Employee Filter, which opens the Employee Filter dialog box.
Your employee filter settings are yours alone; other users have their own filter settings.
However, you might have permission to share your saved employee filter settings with other
users, as public memorizations. In any case, you can use the Memorize options to save filter
settings for your own use.
Your system administrator may have placed restrictions on which employee information you can
access. The employee filter cannot override those restrictions; it can operate only on the
information your filter profile allows you to view.
Selecting or Filtering Employees by Group

Because Aspect Workforce Management lets you define several different employee trees, a
given employee can belong to two different groups in two different trees at the same time;
however, the same employee can belong to only one group at a time in each tree. For example,
an employee might work in a particular location (one tree) and have a particular job category
(another tree), but the employee cannot work in two locations at once (same tree).
It is important to understand how this principle affects the results you get when you select more
than one employee group. Selecting another group in the same tree broadens the selection of
employees, but selecting another group in a different tree narrows it.
Selecting Two Employee Groups in the Same Tree

When you select two employee groups in the same tree, you are selecting all employees who
belong to either group. The selection shown in Figure 2-3 includes all employees who work in
Building A and all employees who work in
Building B.
Location
Building A
Building B
Figure 2-3 Selecting Two Groups in the Same Tree
User Guide
Selecting Two Employee Groups in Two Different Trees

When you select two employee groups in two different trees, you are selecting only those
employees who belong to both groups. The selection shown in
Figure 2-4 includes only Full-time employees who work in Building A.
Location
Building A
Building B
Category
Full-time
Part-time
Temporary
Figure 2-4 Selecting Two Groups in Two Different Trees
The same principle applies no matter how complex your selection. The selection shown in
Figure 2-5 includes employees who work in either Building A or Building B, but only if they are
also either Part-time or Full-time workers.
Location
Building A
Building B
Category
Full-time
Part-time
Temporary
Figure 2-5 Complex Tree Selections
Using Memorized Settings

To reduce setup time in generating reports, optimizing schedules, and other tasks, you can save
your current run-time settings and filter settings so you will be able to reuse them easily later.
The settings you save for a particular feature are called a memorization. You can also use public
memorizations, which are report/optimizer settings saved by other users and designated as
shared.
Memorize Options
The Memorize feature provides you with the following options:
Save the current settings as a new memorization.
Using Memorized Settings
Load a memorization so that you can use those settings now (or edit them and save them as
a new memorization).
Set a default memorization, which will be loaded automatically the next time you use that
module or feature.
Delete a memorization.
Clear any memorized settings already loaded into the current dialog box.
Your user permissions determine which types of memorizations you can save, delete, or
overwrite. All users have full access to their private memorizations. Some users might also be
allowed to create and manage public memorizations. Administrator users have full access to all
memorizations, including private ones created by others.
For public memorizations, a password-protection option (on the Save As dialog box) provides
additional security. Users who are not administrators can delete or overwrite a passwordprotected memorization only if they know the password.
Note: A saved memorization is merely a snapshot of settings and data selections that were
valid when memorized, and that the user had permission to access. Therefore, loading a
memorization might not always restore the original settings, data selections, and filter
results. For example:
The selected data might have been changed or deleted.
Your access permissions might differ from those of the user who saved the
memorization.
Your permissions might have changed since the memorization was saved.
Before starting a large report run or other process, review the loaded settings and
information and edit them as needed.
Where Memorize Is Available

Each module or feature has its own set of memorizations, which you set on a dialog box. The
Memorize feature is available:
User Guide
On the Print Options dialog box for reports that you generate using a Reports module or an
AutoRun Manager module.
When you are retrieving segments in Segment Worksheet or seat reservations in Seat
Reservation Worksheet (if Reserve is installed).
In the optimizers for official schedules, available in Segment Worksheet: Break Optimizer,
Meeting Optimizer, and Project Optimizer. For trial schedules, you use Trial Schedule
Manager to optimize breaks.
In the employee filter and seat filter. However, your default memorizations for reportsif
anyalways take precedence over your default employee or seat filter (because employee/
seat filter settings are included in report memorizations).
On the Select dialog box, a common tool for selecting multiple items.
On the Shortcuts dialog box (Manage Shortcuts option).
Viewing and Printing Reports and Graphs

Aspect Workforce Management provides several reports you can preview, print, and export. In
addition, some modules provide graphs of data, which you can also print or export.
Creating Reports
There are two ways to create reports:
For reports that draw information from more than one data source, you open a Reports
module, select the desired report, and select File > Print.
For reports that draw information from a single data sourcetypically, a list of items youre
viewing in a particular moduleyou select File > Print.
Both methods use the Print Options dialog box, where you select or filter the input data, sort it,
and select whether to print the report immediately, preview it first, or export it for use in another
application.
Previewing a report lets you see exactly how it will look when you print it. And, while previewing,
you can print or export the report at any time.
Creating Reports from Multiple Data Sources

To create reports that draw information from multiple sources:
1. Open a Reports module.
2. Select the report from the available reports, if there are more than one.
3. Select File > Print to display the Print Options dialog box.
4. Set the input and output options, including whether to print the report immediately, preview
it first, or export the data.
When creating the report, you can select the Memorize option on the General page to save
the current settings for this report or load previously saved settings.
5. Click OK to generate the report.
If you chose to print or AutoRun a report, the standard Windows Print dialog box appears;
when previewing, the Preview dialog box appears (where you can also print and export);
when exporting, the Select Export Format and Destination dialog box appears; when
exporting as data, select or enter a filename and click Save.
Note: If you are scheduling a report to run automatically using the AutoRun feature, the
printer you select must also be available on the AutoRun workstation.
Creating Reports from a Single Data Source

Some modules outside of the Reports area have their own reports built in (see Reports Available
Outside of the Reports Area on page 2-38). These are simple reports that draw information
Exporting Reports
primarily from one data source, and they typically resemble the list of records you are viewing.
To create such a report:
1. Open the module that has the associated report.
2. Select File > Print to display the Print Options dialog box.
Exporting Reports
You can export reports in various formats for use in popular spreadsheet, word-processing, mail,
and database applications. The export feature supports a variety of formats, including Microsoft
Excel and Word, Acrobat (PDF), and XML.
To export a report:
1. Open the Print Options dialog box for the selected report.
2. Select the Export report option and click OK.
3. When the Select Export Format and Destination dialog box appears, enter the appropriate
output parameters and click OK.
Also, on the Print Options dialog box, there is a Export Report Data option for use with the
external Crystal Reports design software or other applications, such as spreadsheets.
If you want to preview the report before exporting it, you can export it from the Preview dialog
box. That method, however, provides fewer output options.
Reports Available in the Reports Modules

Table 2-11 lists the reports you can run using the Reports modules (except those enabled with
Reserve). They are organized in the same general categories as in the Reports modules. Note
that a number of these reports actually have more than one version. For example, a report might
have versions with different groupings or additional detail.
User Guide
For more information about these reports, see the Aspect Workforce Management Sample
Reports and Graphs Reference Guide.
Table 2-11 Categories and Reports In the Reports Modules
Category
Report Name
Official Schedule
Reports
Agent Check-In
Agent Check-In - Compact
Audit Trail Report and Audit Trail with Memos
Employee Check-In - Detail
Employee Check-In - Summary
Full Detail for Single Employee
Schedule Equity by Employee
Schedule Equity by Equity Rule
Schedule Detail - Full / Full Detail for Export
Schedule Detail - Selected
Schedule Summary
Schedule Summary for Single Employee
Segments by Code
Segments by Date
Segments by Employee
Selected Detail by Employee Group
Selected Detail for Single Employee
Trade Audit Report and Trade Audit with Memos
Week at a Glance
Weekly Schedule
Superstate Summary
Reports
Employee Hours
Group Hours by Date
Group Hours by Superstate
Group Hours with Employee Detail
Superstate Hours with Schedule Summary
Total Employee Hours for Date Range
Total Group Hours for Date Range
Employee Reports
Employee ACD Login ID

Employee Information - Email Address
Employee Information - Extra Fields
Employee Information - General
Employee Information - Instant Message Address
Employee Schedule Preferences
Employee Skills
Trial Schedule Reports
Full Detail by Trial Schedule Set

Full Trial Detail by Employee Group
Selected Detail by Trial Schedule Set
Selected Trial Detail by Employee Group
Trial Schedule Detail - Full
Trial Schedule Detail - Selected
Trial Schedule Detail - Selected - Compact
Trial Schedule Sets
Week at a Glance - Trial Schedules
Workforce
Reports Available in the Reports Modules
Table 2-11 Categories and Reports In the Reports Modules (continued)
User Guide
Category
Report Name
Intra-Day Time Line

Reports
Employee Daily Tally

Employee Time Line
Employee Time Line - Graphic
Exception Tally
State Time Line
Agent Productivity
Reports
Activity by ACD Group, ACD Instance, and ACD Group ID

Activity by ACD Group, Date, and ACD Instance
Activity by Class and Date: Example 1
Activity by Class and Date: Example 2
Activity by Class and Subclass
Activity by Date and Class
Activity by Employee
Activity Summary by Class and Date
Activity Summary by Class and Subclass
Activity Summary by Date and Class
Activity with Outbound/Inbound by Class and Date
Activity with Outbound/Inbound by Class and Subclass
Activity with Outbound/Inbound by Date and Class
Activity with Outbound/Inbound by Employee
Activity with Outbound/Inbound by ACD Group, ACD Instance, and ACD
Group ID
Activity with Outbound/Inbound by ACD Group, Date, and ACD Instance
Activity Summary with Outbound/Inbound by Class and Date
Activity Summary with Outbound/Inbound by Class and Subclass
Activity Summary with Outbound/Inbound by Date and Class
AP Login/Logout Report
Availability by Class and Date with Plugged-In Percent: Example 1
Availability by Class and Date with Plugged-In Percent: Example 2
Availability by Class and Date: Example 1
Availability by Class and Date: Example 2
Availability by Class and Subclass
Availability by Class and Subclass with Plugged-In Percent
Availability by Date and Class
Availability by Date and Class with Plugged-In Percent
Availability by Employee
Availability by Employee with Plugged-In Percent
Availability Summary by Class and Date
Availability Summary by Class and Date with Plugged-In Percent
Availability Summary by Class and Subclass
Availability Summary by Class and Subclass with Plugged-In Percent
Availability Summary by Date and Class
Availability Summary by Date and Class with Plugged-In Percent
Reports
Intra-Day Performance Comparison

Intra-Day Performance Comparison Summary
Intra-Day Performance Consolidated
Intra-Day Performance Consolidated Summary
Intra-Day Performance Group Detail
Intra-Day Performance Group Detail Summary
Request Management
Reports
Segment Requests by Effective Creation Date

Segment Requests by Employee
Segment Requests by Request Date
Segment Requests by Request Status
Table 2-11 Categories and Reports In the Reports Modules (continued)

Category
Report Name
Personal Account
Reports
Account Balances by Employee

Account Balances with Open Requests
Account Balances with Open Requests by Employee
Personal Account Balances
Group Allowance
Account Reports
Account Balances Detail

Account Balances Detail with Open Requests
Account Balances Summary
Account Balances Summary with Open Requests
Roster Reports
Monthly Roster
Weekly Roster
Reports Available Outside of the Reports Area

In addition to the Reports modules, the following modules or areas have their own built-in
reports, either from the main window (view) or a separate window. Look for the Print option,
which you use to create the report:
Personal Accounts advanced tracking module
Entitlements Tables advanced tracking module
Group Allowance Accounts advanced tracking module
Certain Forecasting modules (see Forecast Reports on page 6-13)
Certain Scheduling modules (see Viewing and Printing Schedule Reports on page 9-41)
Certain Configuration modules (see Available Configuration Reports on page 3-49)
Intra-Day Performance module (see Intra-Day Performance Reports on page 12-72)
Viewing, Printing, and Exporting Graphs

There are certain types of data you can view and print graphically; for example, historical
patterns, forecast runs, schedule runs, and schedule tests. Aspect Workforce Management
provides several options for formatting graphs.
When this option is available, the graph toolbar button appears on the selected window:
To generate and print a graph:
1. Select the item you want to graph; for example, by clicking a particular forecast in a list of
forecast runs.
2. Select Tools > Graph to display the graph window. Here you view the graph and change its
settings.
Viewing, Printing, and Exporting Graphs
3. If you want to print the graph, select File > Print. The Print Preview dialog box appears,
where you can format the page.
Exporting Graphs
From the graph window, you can select the Special > Export option to export a graph as a
Windows metafile (*.WMF) or bitmap (*.BMP) file. You can include the metafile or bitmap in
other documents (for example, a PowerPoint presentation).
Note: If you want to paste a graph into a document, you can copy it first by selecting Edit >
Copy.
User Guide
Part 2
Configuration and Administration

Entering your Aspect Workforce Management configuration data, controlling user access
to the software, and other administrative tasks.
User Guide
Aspect Confidential
Part 2: Configuration and Administration
Aspect Confidential
3
Chapter 3
Configuration and Administration

This chapter explains the setup tasks that you must complete after Aspect Workforce
Management has been successfully installed. It includes explanations of key concepts that are
involved in modeling your contact center operation.
Note: The tasks described in this chapter are performed using the Aspect Workforce
Management user interface. For information about system administration tasks that are
performed outside of the user interface, see the Aspect Workforce Management System
Administrator Guide.
Configuration Overview
Each site where Aspect Workforce Management is installed has at least one system
administrator who is responsible for the overall configuration of Aspect Workforce Management
and individual users access to it. From the beginning, Aspect support personnel work closely
with the system administrator, and other users, to ensure that the software is ready for live
operation.
The setup process involves both entering data and setting various configuration and
administration options to fit your business practices and reporting needs. You can set up Aspect
Workforce Management in stages, focusing on the essential areas at first and expanding into
new areas after the various setup and data entry tasks are completed and day-to-day operations
are running smoothly.
The primary areas of operation that you use for setup are Administration and Configuration. For
a complete listing of the necessary setup tasks, see the following section.
As administrator, you might decide that some setup tasks are best handled by other users (for
example, creating various codes that define your work environment, such as forecast groups,
staff groups, employee groups, segment types, and so on). When you use the Access Control
modules (in Administration) to set up Aspect Workforce Management users, you can create a
security profile for those users and give them access to Configuration modules and the data with
which they need to work, such as specific employee groups, staff groups, and forecast groups.
Whenever you edit a security profile, the permissions change for all users who are associated
with it.
User Guide
Chapter 3: Configuration and Administration
System Setup Checklist

Table 3-1 lists the tasks required for system setup. For best results, perform the tasks in the
order shown. Several items depend on others for their definitions.
Note: Anytime you create a new setup record, or instance (such as a forecast group or routing
set), users can not update or even view it until you modify their security profiles to grant
access permission to that specific instance.
Before you perform the setup tasks, use your database server software to set up the Aspect
Workforce Management database and create the list of users authorized to access it. For
information, see your database server documentation, the Aspect Workforce Management
Installation Guide, and the Aspect Workforce Management Planning Guide.
Table 3-1 Setup Checklist
Task
For information, see...
Review your system parameters and make sure you

understand them (for example, whether you have a
multiskill or single-skill configuration).
Online Help
Define the perspectives to use to model the effects or

implications of various schedule segments.
Defining Perspectives and States on

page 3-10
Define the superstates that you need for tracking reports

and other applications.
Defining Superstates on page 3-11
Set up your segment definitions, which identify each type of

segment and define its characteristics.
Defining Segments on page 3-12
Set up segment categories for reporting and creating

segment entry rules.
Defining Segment Categories on page

3-19
Create segment entry rules to prevent illogical or

undesirable segment relationships from occurring.
Creating Segment Entry Rules on page

3-20
Define the shrinkage categories to use to model lost work

time in staffing requirements calculations.
Defining Shrinkage Categories on page

3-39
Create intra-day performance display sets to define the

columns you want to see in intra-day performance tracking.
Creating Intra-Day Performance

Display Sets on page 3-30
Set up your employee groups; for example, supervisor

teams and job classifications such as full-time and parttime.
Configuring Employee Information on

page 3-21
Set up your fiscal calendars to forecast for fiscal periods, as

opposed to the standard monthly calendar.
Creating and Maintaining Fiscal

Calendars on page 3-29
Create the threshold sets to use for highlighting extremes in

intra-day performance statistics.
Creating Threshold Sets on page 3-37
Create forecast groups, which are the business units for

which Aspect Workforce Management forecasts workload.
Creating Forecast Groups on page 3-37
Create forecast group sets for use with the Multidimensional

Intra-Day Performance module.
Creating Forecast Group and Staff

Group Sets on page 3-46
Using the Configuration Modules
Table 3-1 Setup Checklist (continued)

Task
For information, see...
Create staff groups, which are the agent types, by location,

for which Aspect Workforce Management calculates staffing
requirements.
Creating Staff Groups on page 3-40
Note: If you are setting up a single-skill configuration, you

need only one staff group for each forecast group.
Create staff group sets for use with the Multidimensional
Intra-Day Performance module.

Create at least one routing set, to map the flow of work from
forecast groups to staff groups.
Creating Routing Sets on page 3-45
Create forecast group sets, staff group sets, or both, for use
with the Multidimensional Intra-Day Performance module.

If you have an Allocate configuration, create the allocation

sets to use.
Creating an Allocation Set on page 6-16
Create any extra fields and extra-field tabs needed for

employee information.
Creating Extra Fields for Employee

Information on page 3-24
Identify your Aspect Workforce Management users and set

up their access permissions.
Controlling User Access on page 3-56
If you do not need to place tight restrictions on which parts

and functions of Aspect Workforce Management users can
access, you can assign ordinary users a security profile that
has access to all locks.
Enter your employee information.
Note: You can begin entering General employee
information at any time; you do not have to wait until the
other setup tasks are complete. The remaining employee
information can be entered only after the required setup
items, such as employee groups, have been defined.
About Security Locks on page 3-57

Creating Security Profiles on page 3-58
Managing Date Window Sets in
Security Profiles on page 3-61
Configuring Employee Information on
page 3-21
Using the Configuration Modules

Using the Configuration modules, you create a comprehensive description of your contact
centers structure, the work it handles, and the various codes used to maintain employee
information and track employee time.
The Configuration navigation pane contains setup information, grouped according to the areas
of Aspect Workforce Management to which they apply. You click the module you want to work
with, and the list on the right displays existing items of that type. You use the Edit menu and
Special menu options to work with those items.
Configuration tasks include:
User Guide
Setting Up Scheduling
Setting Up Employee Information
Setting Up Forecasting
Setting Up the ACD Interface (data capture)
Configuring Scheduling Information

Employee schedules consist of various segments, each of which conveys meaning about what
tasks the employee is doing and the effects or implications of this task. The meaning that a
segment conveys can be simple or complex, depending on how you define it. The examples in
this section explain how Aspect Workforce Management models a typical schedule and how you
can use perspectives and ranking to assign meaning to your segments.
To plan and track employees time to best advantage, you need a flexible means of describing
all the ways their time can be spent and the implications of each of those activities.
Understanding Segments and Perspectives: Examples

Employee schedules consist of various segments, each of which conveys meaning about what
the employee is doing and what the effects or implications of this are. The meaning that a
segment conveys can be simple or complex, depending on how you define it. The example in
this section explains how Aspect Workforce Management models a typical schedule and how
you can use perspectives and ranking to assign meaning to your segments.
To begin with, assume that each employee has a time line that starts as soon as the employee is
hired. This time line continues without interruption, whether or not the employee ever reports for
work.
Figure 3-1 shows part of a time line for a particular day.
time
00:00
01:00
02:00
03:00
04:00
05:00
06:00
07:00
08:00
Figure 3-1 Time Line Example for One Day

If this particular day happens to be the employees day off, there is nothing more to add to this
time line. Nevertheless, it still conveys default information. In this example, information about
what the employee is not doingnot working and not earning pay, for example.
Container Segments
If you are concerned only with what time an employee reports for duty and what time the
employee goes off duty, you can represent this by blocking off a portion of the employees day;
in this example, midnight to 8:30.
Basic Shift
time
00:00
01:00
02:00
03:00
04:00
05:00
06:00
07:00
08:00
Figure 3-2 Basic Shift Example

The Basic Shift is a container segment that, by itself, indicates only that the employee is on duty.
Overlapping Segments: Top-Down View

If you want to know what the employee is doing at all times, you can overlap some additional
segments on the basic shift.
Breaks and Lunch
Calls
Basic Shift
time
00:00
01:00
02:00
03:00
04:00
05:00
06:00
07:00
08:00
Figure 3-3 Overlapping Segments Example
Calls
Break
Calls
Lunch
Calls
Break
Because the Calls segment has been placed at a higher level than the Basic Shift, it overrides
the Basic Shift. Similarly, the Breaks and Lunch segments override the Calls segment. If you
view this arrangement from above, you see a segmented time line, because the higher-level
segments are masking or breaking up the lower ones.
Calls
time
00:00
01:00
02:00
03:00
04:00
05:00
06:00
07:00
08:00
Figure 3-4 Top-Down Segments View Example

This top-down view is ideal for the following:
User Guide
An employee or supervisor who needs a detailed schedule of the days segments
Any application requiring a tally of the time spent in a particular type of segment
Ranking Segments
To formalize the concept of levels, you can assign a rank to each segment. Lets also add yet
another segment: a Training session in Building B.
rank
1
Lunch
2
3
4
Breaks
5
6
Training
7
8
Calls
Basic Shift
time
00:00
01:00
02:00
03:00
04:00
05:00
06:00
07:00
08:00
Figure 3-5 Ranking Segments Example
Calls
Break
Calls
Lunch
Calls
Break
Because the Training session is at level 6, it steals time from the Calls segment at level 8. And,
because the final Break is at level 3, it steals time from the Training session. The top-down view
is now as shown in Figure 3-6.
Training
07:00
08:00
Training
time
00:00
01:00
02:00
03:00
04:00
05:00
06:00
Figure 3-6 Top-Down View Example
Perspectives
So far, you have used two dimensionstime and levelto describe what an employee is doing.
But the complete description of what an employee is doing is complex. At a given moment, an
employee who is nominally handling contacts is also earning pay and occupying one of the
available work positionsand perhaps doing paperwork, being monitored, and having lunch
all at the same time. Clearly, only some of these conditions are worth tracking. Yet, you still need
a way to account for the multiple implications of a single segment.
One way to proceed is to ask What are the points of view, or perspectives, from which a
segment can be described? For example, what does the segment involve from the perspective
of the work that is getting done? Or, from the perspective of what kind of pay the employee is
earning? You can track these issues separately by adding another dimension to your model. A
segment can now have not only length (time) and height (rank), but also depth (perspective).
Figure 3-7 shows the Basic Shift, in perspective.
rank
1
2
3
4
5
6
7
8
9
Basic
Shift
Other
Normal
Loc.
r
pe
Idle
Pay
es
t iv
ec
sp
Staff
time
00:00
01:00
02:00
03:00
04:00
05:00
06:00
07:00
08:00
Figure 3-7 Basic Shift in Perspective

There are four defined perspectives: Staff (what the employee is doing), Pay, Loc. (location),
and Other. The Other perspective might be anything; it is included here only for illustration. You
have described the Basic Shift in terms of two of these perspectives:
Perspective
State
Staff
Idle
Pay
Normal
Loc.
Other
User Guide
This description says nothing about the Loc. and Other perspectives, because the Basic Shift is
transparent from those perspectives. Transparency is discussed later; but first, you need to
overlap the Calls segment you had in your two-dimensional illustration.
rank
1
2
3
4
5
6
7
Calls
8
9
Bldg. B
Other
Loc.
Normal
Service
r
pe
Pay
Idle
es
t iv
ec
sp
Staff
time
00:00
01:00
02:00
03:00
04:00
05:00
06:00
07:00
08:00
Figure 3-8 Overlapping the Calls Segment in Perspective

The Calls segment has defined states in two of these perspectives. Unlike the Basic Shift, it
involves actual work (handling Service contacts) in a specific location (Building B). It is
transparent from the Pay perspective, because handling contacts does not change the Normal
pay state established by the underlying shift, as shown here:
Perspective
State
Staff
Service contacts
Pay
Loc.
Building B
Other
Breaks and Meetings

Figure 3-9 overlaps the Break, Lunch, and Training segments you had in your two-dimensional
illustration.
Breaks
rank
1
2
nU aid
p
3
4
Training
k
ea
Br
Lunch
5
Calls
Bldg A
k
ea
Br
8
9
k
ea
Br
Bldg. B
Training
Other
Loc.
Normal
Service
r
pe
Pay
Idle
es
t iv
ec
sp
Staff
time
00:00
01:00
02:00
03:00
04:00
05:00
06:00
07:00
08:00
Figure 3-9 Overlapping the Break, Lunch, and Training Segments in Perspective
This 3-D view reveals the following:
User Guide
The two Break segments are transparent from all perspectives except Staff, in which the
state is Break (or no work). This means that taking a Break does not affect the employees
pay and that during the Break the employees location and Other status are irrelevant.
Taking a Lunch does affect the employees pay; the employee is Unpaid then.
The Training session changes the Staff state and also involves moving to Building A. The
employees Pay and Other states do not change.
Viewed from the top down, each perspective now has its own track on the time line, as shown in
Figure 3-10.
Other
Service
Service
Break
Service
Normal
Training
07:00
08:00
Break
Normal
Break
Pay
Staff
Bldg A
Bldg B
Break Unpaid
perspectives
Loc.
Training
Training
time
Calls
02:00
03:00
Calls
04:00
05:00
Lunch
segments
01:00
Break
00:00
Calls
06:00
Training
Figure 3-10 Top-Down View

This top-down view is how Aspect Workforce Management sees a schedule when it tallies time.
It is the resolution of the competition between overlapping states. The levels that determine
which segment wins in a given perspective are determined by the rank you assigned to each
segment in that perspective.
Defining Perspectives and States

Perspectives are categories in which you track the effects of segments. Each segment you
define has, in its definition, the effect, or state, it yields in each of one or more perspectives.
A segment such as a lunch break can have several types of effects, but only certain types are
important enough to create perspectives for. Typically, you want to track the effects of segments
on staffing, and perhaps pay and personal accounts, but all kinds of perspectives are possible. If
you want to keep track of the time employees spend in different parts of the building, for
example, you can create a location perspective and use it in your segment definitions.
Each perspective can have several possible states, because different segments can have
different effects. When Aspect Workforce Management tallies employee segments from a given
perspective, it tallies the times spent in the various states defined for that perspective.
The perspectives listed in Table 3-2 are already defined for you.
Table 3-2 Defined Perspectives
Perspective Code
Description
States (default is in italics)
STAFF
Work status
FREE, BREAK, IDLE, LUNCH, VACATN, MEETNG,

TRAING, PROJCT, SICK, LEAVE
PAY
Pay status
UNPAID, NORMAL, OVERTM
ACD
ACD login status
NO, YES
COACH
Working with help
NO, YES
You need to add your own work states to the STAFF perspective. Each work state should
represent the forecast group, or mix of forecast groups, with which a particular staff group is
associated (in a routing set.) When you define a work segment, you associate it with the
appropriate work state.
You can add as many perspectives as you want. You do not have to use all of them for each
segment; in fact, certain perspectives might be irrelevant to certain segments. For example,
some segments are neutral with respect to pay. They can overlap other segments without
changing the underlying state in the Pay perspective.
Certain perspectives, such as STAFF, PAY, and ACD, are associated with permanent
perspective purposes. You can view and change these associations using the Special > Assign
Purposes option.
Defining Superstates
A superstate provides a complex method of tallying employee time for tracking reports and other
applications, such as personal accounting. The simple method of tallying employee time
involves counting the time spent in a single state from a particular perspective, and this method
is adequate for answering general questions such as how much work time is being lost to
sickness (Staff perspective, SICK state). To get a more complex tally, you need to define a
superstate.
Defining a superstate lets you control the scope of a tally in two ways:
You can broaden the tally to include time spent in any of several states from the same
perspective; for example, SICK or LEAVE from the Staff perspective.
You can narrow the tally to include only time spent in an intersection of certain states from
two or more perspectives; for example, SICK from the Staff perspective and NORMAL from
the Pay perspective.
You cannot include a default state in a superstate definition. A superstate that included a default
state would have little use, because default states generally represent the time for which the
employee is not accountable to you (for example, sleeping, watching television, and so on).
When a superstate is used in tallying time, segments are resolved and checked, by employee,
to determine whether or not that time should be counted. If the highest-ranking states for a given
employee fit the superstate definition, the time is counted.
Superstates can be either active or inactive. When a superstate is active, a system service
running on the Aspect Workforce Management application server continually accumulates
summary data and updates the tallies that are based on it. To reduce the processing load on the
server, you should inactivate any superstates that do not need to be updated for the time being.
Specifying the Scope of a Superstate

The states you include in a superstate definition can be from the same perspective or from
different perspectives, depending on how inclusive or exclusive you want the tally to be:
User Guide
Selecting additional states from the same perspective tends to broaden the tally, because
time is counted if it matches any of those states
Selecting states from different perspectives tends to narrow the scope of the tally, because
time is counted only if it matches a selected state in all of those perspectives
You can use both approaches in the same superstate and make your tally as complex as
necessary. For example, to tally all paid time off, you can define a superstate as shown in Figure
3-13.
Superstate
STAFF perspective
SICK or LEAVE states
and ...
SICK
LEAVE
PAY perspective
NORMAL state
NORMAL
Figure 3-11 Complex Superstate Example

Because SICK and LEAVE are from the same perspective, either state will be included in the
tally, but only where the employees pay is also NORMAL, since that state is from a different
perspective.
To define superstates:
1. Use one of the following methods to open the module:
In the navigation pane, select Configuration > Scheduling > Superstates.
Select File > Open > Superstate Definitions.
The list of existing superstates appears on the right.

2. Right-click the view pane and select an option (to add, generate, edit, or delete superstates).
Defining Segments
Segments are the basic building blocks of schedules. They are also the essential records you
create to track how employees are spending time and how well you are achieving your staffing
objectives. To record the fact that an employee is attending a meeting, for example, you enter a
segment for that employee that includes the date, time period, and the appropriate segment
code. The segment code points to a detailed segment definition that tells Aspect Workforce
Management what the segments effects, or states, are in various perspectives. If Aspect
Workforce Management finds overlapping segments for the same employee, it reports only the
segment having the highest rank during the period of overlapping.
You should create a definition for each kind of segment that your employees may be engaged in,
including not only all kinds of work, but also all kinds of breaks and absences. The objective is to
be able to account for each moment of time in which the employee is accountable to you as an
employee.
Typical segments include:
Handling contacts of a particular type, or mix of types
Breaks, both paid and unpaid (lunch)
Meetings, conferences, and training sessions
Absences of all kinds, including tardiness and paid time off
Start with the predefined segments and change them or add to them as needed.
Segment definitions for handling contacts have a special connection with employee skill
associations, scheduling, and intra-day performance. Because these segments represent work
states, they can be tallied and compared with staffing requirements and employee skills.
To define segments:
In the navigation pane, select Configuration > Scheduling > Segments.
Select File > Open > Segment Definitions.
The list of existing segment definitions appears on the right.

2. Right-click the view pane and select an option (to add, edit, delete, or rank segment
definitions).
The Edit and Add options open the Segment form, where you fill in the information on the
following pages:
General, to name the segment, specify its default duration, and indicate whether or not it
requires a memo when used
States, to describe the effects of this segment in one or more perspectives
Display Colors, to assign a text color and a background color to this segment for display
purposes
Trade Action, where you specify how this segment should be handled in an Empower
schedule trade request
Deleting a Segment Definition

Deleting a segment definition is possible only if it is not already referenced in certain dependent
data. Select the Tools > Show Cross-References option to view the dependent data, if any.
The Cross Reference Summary dialog box displays the dependent data types and the number
of records of each type that exist in the database. Table 3-3 lists these data types and indicates
which types block deletion of a forecast group.
Table 3-3 Data Types Dependent on a Segment Definition
User Guide
Dependent Data Type
Blocks Deletion?
Agent Group Data
No
Contacts
No
No
Encompass Staff Group Tallies
No
Intra-Day Performance Snapshot Data
No
Yes
Table 3-3 Data Types Dependent on a Segment Definition (continued)

Dependent Data Type
Blocks Deletion?
No
Back-Office Performance Forecasts
No
Rosters
Yes
Yes
Routing Sets
Yes
No
Security Profiles
No
No
No
Yes
Staff Group Journal Entries
No
Staff Group Sets
No
Staff Shrinkage Sets
No
Staffing Adjustments
No
Staffing Overlays
No
Staffing Overrides
No
Staffing Scenarios
No
Staffing Tolerances
No
No
Trial Schedule Sets
Yes
Ranking Segments
If two segments for the same employee overlap in time and both have a defined state in a given
perspective, the segment with the higher rank is the one that is counted for that perspective
during the overlap period. The main purpose of ranking is to make it easy for you to manually
add segments. Without ranking, overlapping segments could not be allowed, so you would have
to edit the times of existing segments in order to make way for a new one. With proper ranking,
you can add a new segment and let Aspect Workforce Management resolve the overlaps, based
on the ranks of the segments involved, before it tallies scheduled staff time.
You need to give careful consideration to how your segments should be ranked. The rank
numbers themselves are not important (the software determines these automatically). It is the
relative ranking of the segments that matters, and you must evaluate this by visualizing how
overlapping segments will be resolved in each perspective that is affected.
Table 3-4 presents general recommendations for ranking segments based on the assumption
that your segment definitions will be similar to the predefined segment definitions with respect to
the states they produce, especially in the staffing and pay perspectives.
Table 3-4 General Ranking Recommendations
Rank
Segment Types
Highest
Unpaid leave
Paid leave and vacation

Unpaid, unscheduled absences
Paid, unscheduled absences such as sickness
Unpaid breaks
Paid breaks
Mandatory meetings, training, and special projects
Discretionary meetings, training, and special projects
Work segments
On-the-job coaching, monitoring, and other segments that do not affect staffing or pay
Overtime shifts (containers)
Lowest
Normal shifts (containers)
The highest rank is 1, the next highest is 2, and so on.

Figure 3-12 illustrates the results of ranking segments.
rank
1
2
vacation (or other paid absence)

lunch (unpaid break)
3
paid break
paid break
special project
6
7
8
handling calls, or other primary duty
shift (container)
time
00:00
01:00
02:00
03:00
04:00
05:00
06:00
07:00
08:00
Figure 3-12 Results of Ranking Segments
User Guide
special
project
calls
calls
vacation
break
When viewed from the top down, the higher ranking segments mask those beneath them, as
shown in Figure 3-13.
time
00:00
01:00
02:00
03:00
04:00
05:00
06:00
07:00
08:00
Figure 3-13 Top-down View of Ranked Segments

Note: Resolution is always done by perspective, and some segments are transparent (have no
state) in some perspectives. Such segments effectively have no rank in those
perspectives.
To rank segments:
In the navigation pane, select Configuration > Scheduling > Segment Definitions.
Select File > Open > Segment Definitions.
The list of existing segment definitions appears on the right.

2. Right-click the Segment Definitions view pane and select Rank Segments. The Rank
Segments dialog box appears.
3. Select a segment code and click the arrow buttons on the right to move selected code up
or down the list.
How Aspect Workforce Management Resolves Competing States

At the most basic level, Aspect Workforce Management always tallies an employees time by
perspective, determining the time spent in the various states defined for that perspective. In
principle, this is a simple process, because an employee can be in only one state at a time in a
given perspective. There are two complications that can arise:
Segments can overlap each other in time, so Aspect Workforce Management must decide
which state to report during the overlap period.
Because Aspect Workforce Management reports employee time in intervals larger than one
minute, during a given reporting interval an employee can have more than one segment,
even though the segments do not overlap. The software must decide which state to report for
that period.
The first problem is resolved based on the ranks of the segments in question. During a period in
which two or more segments are overlapping, Aspect Workforce Management counts only the
state associated with the highest-ranking segment.
The second problem is resolved based on duration. If two or more non-overlapping segments
occur within the same period, Aspect Workforce Management reports the one that lasts the
longest during that period. If there is a tie as to the longest duration, the state that starts earliest
wins.
Internally, resolution results are always stored in one-minute intervals. You can change the
length of the reporting interval and see different results. If you lengthen the reporting interval, for
example, you might see fewer states, as well as apparent rounding of start and stop times.
Predefined Segments
Table 3-5 lists and describes the segment definitions that are included when you install Aspect
Workforce Management.
Table 3-5 Predefined Segments
User Guide
Code
Description
Rank
Perspectives*
States
LEAVEU
Unpaid leave
ACD
STAFF
PAY
COACH
No
Leave
Unpaid
No
VACA
Vacation
ACD
STAFF
COACH
No
Vacation
No
SICKU
Unpaid sickness
ACD
STAFF
PAY
COACH
No
Sick
Unpaid
No
SICKP
Paid sickness
ACD
STAFF
COACH
No
Sick
No
LUNCH
Unpaid break
ACD
STAFF
PAY
COACH
No
Lunch
Unpaid
No
BRKLST
Last break
ACD
STAFF
COACH
No
Break
No
BRK1ST
First break
ACD
STAFF
COACH
No
Break
No
TRAINN
Non-discretionary
training
ACD
STAFF
COACH
No
Training
No
TRAIND
Discretionary training
ACD
STAFF
COACH
No
Training
No
PROJ
Special project
10
ACD
STAFF
COACH
No
Project
No
TEAMTG
Team meeting
11
ACD
STAFF
COACH
No
Meeting
No
EVLMTG
Evaluation meeting
12
ACD
STAFF
COACH
No
Meeting
No
COACH
On-the-job coaching
13
COACH
Yes
Table 3-5 Predefined Segments (continued)

Code
Description
Rank
Perspectives*
States
OT
Overtime (container)
14
PAY
STAFF
Overtime
Idle
SHIFT
Shift (container)
15
PAY
STAFF
Normal
Idle
If a certain perspective is not listed for a particular segment, the segment is transparent (has no
effect) from that perspective.
Creating Segment Packages

After you create segment definitions, you can create segment packages, that you can use again
and again wherever segment entry is allowed. A segment package makes it easy to add a group
of related segments for a given employee, because you add them all at once, as opposed to
having to add each segment individually. A typical example is a segment package that creates
an overtime shift with breaks and work segments.
In Figure 3-14, a segment package has been defined for use in creating overtime shifts. The
package consists of a container segment (shift), a work segment (sales calls), a break segment,
and a final segment for paperwork.
08:00 default start time
for package
break
paperwork
sales calls
overtime shift
offset
times: 00:00
01:00
02:00
03:00
04:00
05:00
Figure 3-14 Segment Package Example 1

The segments are allowed to overlap, because they are properly ranked. This makes it easier to
adjust their start times and durations later on.
When you define a package, you specify its default start time. You also specify individual offset
times and durations for the segments that you include in the package. You can define a segment
package using either the Segment Package Definitions configuration module or Schedule
Editor.
When you use a package to add segments, you accept or override the default start time. The
start time you enter automatically determines the start times of the individual segments, based
on their defined offset times, as shown in Figure 3-15.
09:00 start time entered
break
paperwork
sales calls
overtime shift
actual
times: 08:00
09:00
10:00
11:00
12:00
13:00
14:00
Figure 3-15 Segment Package Example 2

To create segment packages:
In the navigation pane, select Configuration > Scheduling > Segment Packages.
Select File > Open > Segment Package Definitions.
The list of existing segment packages appears on the right.

2. Right-click the view pane and select an option (to add, edit, or delete segment packages).
Note: You can use Official Schedule Editor to quickly create a package by example.
Defining Segment Categories

Segment categories enable you to create segment entry rules without having to deal with each
segment definition explicitly. For example, if you want to create a rule that prevents breaks from
falling outside of an employees work time, you need to tell Aspect Workforce Management
which segments fall under the category of break and which fall under the category of work.
Although most segments logically belong in only one category, you can associate a segment
with more than one category where appropriate. If you are using Empower and allow schedule
trades, you also use segment categories to configure trade rules.
Table 3-6 lists and describes the segment categories that are defined for you. These segment
categories are already used in the predefined segment entry rules.
Table 3-6 Predefined Segment Categories
User Guide
Code
Description
Segments Included
DISC
Discretionary segments
TEAMTG, EVLMTG, PROJ, TRAIND
NODISC
Non-discretionary segments
VACA, LEAVEU, SICKU, SICKP, TRAINN
CONTNR
Shifts (containers)
SHIFT, OT
NEUTRL
Neutral segments
COACH
Table 3-6 Predefined Segment Categories (continued)

Code
Description
Segments Included
BREAKS
Breaks (all types)
BRK1ST, LUNCH, BRKLST
WORK
Work segments
(nonereserved for your own work segments)
To create segment categories:

In the navigation pane, select Configuration > Scheduling > Segment Categories.
Select File > Open > Segment Category Definitions.
The list of existing segment categories appears on the right.

2. Right-click the view pane and select an option (to add, edit, or delete categories).
Creating Segment Entry Rules

Aspect Workforce Management lets you enter different segments for the same employee that
overlap in time, and it does not require that an employees segments be contiguous throughout
the day. While this flexibility makes it easy for you to enter segments, it might also let you
inadvertently create segment relationships that do not make sense, or that do not agree with
your policies.
To prevent such problems, you can create segment entry rules, which Aspect Workforce
Management enforces whenever any change or addition is made to an employees official
segments, either by a user or by an automatic process. For convenience, the rules you set up
are expressed in terms of segment categories.
You can select either of two possible rules to apply to a particular pair of segment categories,
which are arbitrarily called Category 1 and Category 2:
A segment from Category 1 must be completely contained within a segment from Category
2; or
A segment from Category 1 must be completely outside of a segment from Category 2 (note
that for this rule it does not matter which category is 1 and which category is 2).
Table 3-7 lists and describes the segment entry rules that are already defined for you.
Table 3-7 Predefined Segment Entry Rules
Category 1
Rule
Category 2
BREAKS
must be within
CONTNR
BREAKS
must be outside of
BREAKS
DISC
must be within
CONTNR
DISC
must be outside of
NODISC
NODISC
must be within
CONTNR
NEUTRL
must be within
WORK
Configuring Employee Information
Table 3-7 Predefined Segment Entry Rules (continued)

Category 1
Rule
Category 2
WORK
must be within
CONTNR
WORK
must be outside of
WORK
Some segment categories are named in two or more rules. For example, a segment in category
BREAKS must be completely within a segment from category CONTNR; and further, a segment
from category BREAKS must be completely outside of another segment from category
BREAKS. The second rule is necessary only because there is more than one type of segment in
the BREAKS category (Aspect Workforce Management never allows two segments having the
same segment code to overlap).
To create segment entry rules:
In the navigation pane, select Configuration > Scheduling > Segment Entry Rules.
Select File > Open > Segment Entry Rules.
The list of existing segment entry rules appears on the right.

2. On the pop-up menu, select an option (to add, edit, or delete rules).

Configuring employee information includes creating the following:
Employee groups
Extra fields for employee information
Default schedule preferences
Preference sets
Creating Employee Groups

Aspect Workforce Management lets you organize your employees into your own categories,
using any combination of hierarchical grouping schemes; for example, by location and
supervisor group, by job category, and so on. You create the groups you need and then assign
employees to them (using the Employees modules), effective as of specified dates.
You can have several employee trees. Each tree is a different way to organize employees. You
can also have more than one type, or class, of employee group in the same tree.
Employee groups are useful in filtering, sorting, selecting, and formatting employee and
schedule information. For example, if you are interested in viewing only a particular employee
groups schedules, you can filter out the schedules for all other groups.
To create an employee tree:
User Guide
In the navigation pane, select Configuration > Employee Information > Employee
Groups.
Select File > Open > Employee Group Definitions.
The existing employee trees appear on the right.

2. Right-click the view pane and select Add New Tree. The Add New Tree dialog box appears.
3. Complete the dialog box to create the root employee group for this tree and click OK.
4. Right-click the new group, and select the option to add new trees or child groups to this
tree.
Each addition appears in the tree beneath (subordinate to) the group you selected before
selecting the menu option.
Icons for Employee Groups

Each employee group has an icon to indicate any assignment restrictions you placed on it:
The group cannot have employees assigned to it directly (only indirectly, by assigning them to a
child group).
The group can have employees assigned to it directly, some of whom can be leaders.
The group can have employees assigned to it directly, but not leaders.
Use the Allow Assignments and Allow Leaders options on the Employee Group dialog box to set
these properties.
Reordering Employee Groups

You can change the relationships between employee groups that are in the same employee
tree, as illustrated in Figure 3-16. First, expand the tree as needed to display the employee
groups of interest. You can then rearrange the tree, one step at a time, as follows:
Move a child group from one parent group to another.
Promote a child group to a higher level in the tree.
Demote a group to a lower level in the tree.
To change a groups position:

1. From the Employee Groups view, select Special > Reorder Employee Groups.
2. Drag and drop the group onto the new parent group.
3. Click OK to make the change, and click OK when prompted to confirm the move.
Note: Some actions are prohibited. You cannot move a group from one tree to another, and you
cannot move a parent group to any of its descendants (though this can be done in
multiple steps). When you drag a group to a destination thats not allowed, the pointer
changes to a prohibited icon.
Drag-and-drop Action
Result
AP
AP
BLDGS
BLDGS
EAST
EAST
SHED
1
WEST
WEST
Move...
SHACK
SHED
SHACK
OTHERS
OTHERS
CATGRY
CATGRY
DEPTS
DEPTS
TEAMS
TEAMS
Result
AP
AP
BLDGS
BLDGS
EAST
EAST
OTHERS
WEST
SHACK
Demote...
WEST
SHED
SHACK
OTHERS
SHED
CATGRY
CATGRY
DEPTS
DEPTS
TEAMS
TEAMS
Result
AP
AP
BLDGS
BLDGS
EAST
OTHERS
WEST
EAST
3
OTHERS
Promote...
WEST
SHACK
SHED
SHED
SHACK
CATGRY
CATGRY
DEPTS
DEPTS
TEAMS
TEAMS
Figure 3-16 Examples of Reordering Employee Groups
About Employee Group Classes

The classes you create for your employee groups are categories that describe what those
groups represent (for example, locations, work teams, job categories, and so on). As in this
example, a given employee tree typically includes more than one class of group and more than
one group per class.
Employee classes are useful mainly in reporting. For reports that contain employee-specific
information, the report detail can be grouped by employee group. When you run the report, you
User Guide
specify the class on the Run-Time Fields page of the Print Options dialog box. This identifies the
employee tree to use for grouping, as well as the level of the tree at which grouping is done.
ORG
Classes:
NASHVL
Office
NSALES
Team
NSERVC
Team
LONDON
Office
LSALES
Team
LSERVC
Team
Figure 3-17 Employee Classes Example

Using the example in Table 3-17, if you specify Team as the class to use for grouping, the report
detail will be grouped as follows:
LSALESEmployees assigned to the LSALES team.
LSERVCEmployees assigned to the LSERVC team.
NSALESEmployees assigned to the NSALES team.
NSERVCEmployees assigned to the NSERVC team.
OTHERAll employees, including those assigned directly to NASHVL or LONDON, who are
not assigned to a Team.
Note: OTHER is not a real employee group; it is a heading in the report.
If you specify Office as the class, the report detail will be grouped as follows:
LONDONEmployees assigned to the LSALES and LSERVC teams, as well as those

assigned directly to LONDON.
NASHVLEmployees assigned to the NSALES and NSERVC teams, as well as those

assigned directly to NASHVL.
OTHEREmployees who are not assigned to either of these groups.
If you do not specify a class, all of the report detail will be in the OTHER group.
Employee group assignments can change over time. For this reason, when you run the report,
you must also specify the date to assume for grouping purposes. Any employee who is not a
member of one of the selected groups on that date will be included in the OTHER section.
Creating Extra Fields for Employee Information

You can create any number of extra fields for storing various types of employee information. You
can also define additional pages, or tabs, for the Employee Information form and use them to
group related fields.
When you create a field, you specify its length (up to 30 characters), its label (the text that
appears to the left of the entry area), and its description. You also select a data type and a
default value to be stored in each seat record unless a user changes it. If you select the String
data type, you can format the field to restrict the type of information that users can enter.
After you create an extra field, it automatically appears on the specified tab of each employees
Employee Information form, where users actually enter the data. Your extra fields are arranged
vertically, in the order you specify when defining them.
Defining Extra Fields

To define extra fields:
1. If you need to create additional extra field tabs, select Configuration > Employee
Information > Employee Extra Field Tabs to display the Employee Extra Field Tab
Definitions view, where you can add the tabs.
2. Select Configuration > Employee Information > Employee Extra Field Definitions to
display the Employee Extra Field Definitions view.
3. Use the options on the pop-up menu to add, edit, duplicate, delete, and reorder extra fields.
For each field:
Type the field label and description that you want the user to see on the Employee
Information form.
Select the tab on which you want the extra field to appear.
Select the data type for the field, as described in Table 3-8. Depending on your choice,
you can set the format (for the String type) or the precision (for the Float type) to control
what users can enter. The format of a string field determines its maximum length and
which characters can be entered. In data entry, no minimum field length is enforced.
Specify the default value for the field: the value to be stored in each employee record
unless a user changes it.
Table 3-8 Data Types for Extra Fields
User Guide
Data Type
Description
String
A sequence of any characters. When you select this type, the Format field is enabled,
which lets you control the length and the type of information that can be entered.
Integer
A whole number.
Float
A number than can contain a fractional part. When you select this type, the Precision
field is enabled, which lets you specify the number of decimal places allowed.
Date
A valid date. The required syntax depends on the short date format set for the users
computer (Regional and Language Options).
Time of Day
Any valid time of day. The required syntax depends on the time format set for the
users computer.
Date and Time
A valid date and time (moment), separated by a space. The required syntax depends
on the date and time formats set for the users computer.
Boolean
Indicates whether something is true () or false. The field is displayed as a check box.
String Formats
When setting up extra fields of the String data type, use the special characters shown in Table 39 to control what kind of information can be typed in each character position.
Table 3-9 Special Characters for Formatting String Fields
Character
Allows
Any character
Any character; letters are converted to uppercase
Any number
m, d, or y
Any number (useful for documenting date fields)
Any letter of the alphabet; or a comma, period, or hyphen
Same as a, but letters are converted to uppercase
Spaces are allowed in String fields. However, be aware of the following implications for entering
data:
Spaces cannot be used to replace a required character or a special character of a, A, or 9.
A space you have specified within a required format is treated as a required delimiter
(separator) that must be entered with the data.
Any number of trailing spaces are allowed as long as all other characters match the required
format.
Multiple spaces can be entered with no other characters following them (resulting in the
appearance of a blank field).
For example, suppose you have specified the required format as:
AA 999-999
Here are some entries that would be allowed and some that would be prohibited. The prohibited
entries are all caused by spaces displacing required characters:
Allowed
Prohibited
tn 615-373
tn 615-373
CA 415-555
CA
415-555
oZ 411-555
oZ 411 - 555
Table 3-10 on page 3-26 shows examples of default values you might specify for
various purposes.
Table 3-10 Examples of Extra Field String Formats
Characters
Description
(999) 999-9999
Area code and telephone number
Table 3-10 Examples of Extra Field String Formats (continued)

Characters
Description
yyyy/mm/dd
Date (recommended for valid date sorting)
!XXXXXXXXX
Anything (first word is be capitalized)
AA
State abbreviation
!!!!!!
Code containing any combination of numbers and capital letters
$999999.99
Dollar amount
Creating Default Schedule Preferences

Default schedule preferences enable the automatic assignment and preference-based
scheduling processes to find schedules for employees who have no preferences in the selected
preference set, or whose preferences do not match an available schedule. You create default
preferences by employee group, which makes it possible to use different default preferences for
different types of employees.
Each preference set is associated with a specific employee tree, which tells the assignment
process where to look for the default preferences. If an employee is assigned to a particular
employee group in that tree (as of the earliest date of the schedules being processed), then
those default preferences will be available for that employee.
Default preferences should be general enough to match a variety of schedules. For best results,
use large time ranges with no mandatory lunchtimes or prohibited days of the week.
To create default preferences:
1. Use one of the following methods to open the Employee Group Definitions module:
In the navigation pane, select Configuration > Employee Information > Employee
Groups.
Select File > Open > Employee Group Definitions.
The Employee Group Definitions view appears, displaying the existing employee trees.
2. Select the desired employee group in the tree and select Special > Default Preferences.
3. When the Default Schedule Preferences form appears, set the preference type and add the
desired preference lines.
4. Save the form.
Creating Preference Sets

If you plan to use automatic assignment or preference-based scheduling to assign employees to
schedules, you need to create at least one preference set before you can enter individual
schedule preferences and unavailable times. You can create additional sets, as needed, which
lets you tailor the assignments to specific types of schedules, groups of employees, times of the
year, and so on.
In addition to serving as a container for employee preferences, each preference set has the
following general properties:
User Guide
The type of assignment (single-schedule or multiple-schedule) for which the set is to be used
(this determines the structure of the preferences)
The employee tree in which to look for default preferences
The segment code that represents lunch (for employees who have a lunchtime preference)
To create a preference set:

In the navigation pane, select Configuration > Employee Information > Preference
Sets.
Select File > Open > Employee Preference Set Definitions.
The list of existing preference sets appears on the right. Right-click the list and select Add.
The Preference Set form appears.
2. Enter a code and description for the set and designate it as the correct type (singleschedule or multiple-schedule).
3. Save the form.
How Preferences are Stored in Sets

In a given automatic assignment run or schedule run, you can use one preference set or
several. Because you have so much control over the assignment process (for example, in
selecting employees), you can organize your preferences almost any way you want. A set can
contain preferences for all employees or only some employees.
Table 3-11 shows examples of how preferences can be associated with different sets.
Table 3-11 Preference Set Examples
SUMMER set
WINTER set
OVTIME set
Employee A:
5 preferences
2 preferences
none
Employee B:
3 preferences
9 preferences
none
Employee C:
8 preferences
none
3 preferences
Note: Only one set can be used for a given employee in a given run. For example, if you were
using both the SUMMER and OVTIME sets in the same run, you would have to choose
which of those sets to use for Employee C.
There is no requirement that different preference sets be used for different employee groups,
because the assignment process skips employees who do not have the required skill
association for the schedule set being processed.
Configuring Forecasting Information

Configuring forecasting information includes:
Creating and maintaining fiscal calendars
Creating display sets
Creating threshold sets
Creating forecast groups
Defining shrinkage categories
Creating staff groups
Creating routing sets
Creating and Maintaining Fiscal Calendars

A fiscal calendar consists of fiscal periods of any number of days in length. Typical calendars
include weekly, monthly, and quarterly periods. You set up a fiscal calendar by entering the start
dates of each period in your organizations fiscal year. A new period sets the end of the previous
one. For example, if you create a start date for a period of January 1, the program assumes that
the prior period ends December 31.
As a general rule, you should enter periods of equal length. The program takes care of this when
you use automatic entry. You have the choice, however, when you add periods separately.
When you use a fiscal calendar (for example, in a forecast report), your periods should stretch
through the duration of the forecast time. Assume that you want a fiscal report showing forecast
contact volumes for June, July, and August. The fiscal calendar you use should contain a period
that covers June 1 through August 31. (Report data that falls outside the range of dates in a
fiscal calendar appears in aggregate at the beginning and end of a report.)
If you want monthly forecast totals, or periodic totals other than daily, you need to use a fiscal
calendar. You must also extend your calendar if you need to display totals for any period that
does not currently exist in your calendar.
You might occasionally want to change a fiscal calendar. For example, you might want to reenter your definition of a fiscal period. Note that you cannot make changes that adjust the length
of a period already associated with a quantity. This applies, for example, to fiscal periods for
which you have created user-supplied forecast volumes or volume adjustments.
To create a fiscal calendar:
In the navigation pane, select Configuration > Forecasting > Fiscal Calendars.
Select File > Open > Fiscal Calendar Definitions.
A list of existing calendars appears. You can add, edit, or delete calendars.
2. Right-click the view pane and select Add to create a new calendar.
3. On the General page of the Fiscal Calendar form, enter a code and description.
4. On the Periods page, add the required periods individually or automatically.
User Guide
Guidelines for Creating and Modifying Fiscal Calendars
A fiscal calendar does not continue indefinitely on its own; it is up to you to extend it
occasionally to include the periods for which you need to plan and forecast.
A fiscal period does not have an explicit ending date; it automatically ends when the next
period starts. If you create a period beginning April 1, for example, Aspect Workforce
Management assumes that the previous period ends March 31. The last period in a calendar
is never a real period; it serves only to terminate the one before it.
After you save a period, you cannot edit its starting date. You can delete the period and add
another one with the new date.
You cannot make changes that adjust the length of a period already associated with a
quantity. This applies, for example, to fiscal periods for which you have created user-supplied
forecast volumes or volume adjustments.
Extending a Fiscal Calendar

When you need to display totals for a fiscal period (for example, in a forecast report) that does
not currently exist in your fiscal calendar, you must extend the calendar any number of periods.
Doing so lets you calculate the totals for that period. For example, suppose you want a fiscal
report showing forecast contact volumes for June, July, and August. The fiscal calendar you use
must also contain a period that stretches from June 1st through August 31st. If you do not
already specify this period in your calendar, you must add one or more new periods, as
explained in the following procedure.
To extend a fiscal calendar:
In the navigation pane, select Configuration > Forecasting > Fiscal Calendars.
Select File > Open > Fiscal Calendar Definitions.
The list of existing calendars appears.

2. Right-click the calendar to extend and select Edit.
3. Select the Periods tab.
4. To add periods one at a time, click Add. The Add Period dialog box appears.
5. Enter the start date for the period, add a label, and click OK.
6. To add periods automatically, click Auto. The Add Multiple Periods dialog box appears.
7. Add the number of periods and click OK.
8. Click Save and Close.
Creating Intra-Day Performance Display Sets

Note: For information about display sets for Back-Office Performance, see the online Help.
A display set is a user-selected set of intra-day performance statistics that you can use for
particular staff groups, forecast groups, or routing sets. These statistics are displayed as
columns in your intra-day performance forecasts. Many columns have a summary showing the
calculated total or average.
You can create the following basic types of display sets:
Staff-group (SG) setsFor certain types of staff groups in a multiskill or Allocate

configuration
Forecast-group (FG) setsFor certain types of forecast groups in a multiskill or Allocate

configuration
Combined FG/SG setsFor staff groups in a single-skill (traditional routing) configuration
Consolidated setsFor routing sets (when viewing intra-day performance in consolidated

mode)
You create a display set by defining the individual tabs (pages), on which the information will be
displayed, and selecting the columns that you want to appear on each tab. For each column,
you can create a name, define the number of decimals to display, and specify the color of the
column background and text. Each forecast group, staff group, and routing set you create must
be associated with a display set of the appropriate type.
Keep in mind that your Aspect Workforce Management configuration determines which types of
display sets you should use. For instance, the forecast-group display set used in a multiskill
configuration is different from the forecast-group display set that is used by a parent forecast
group in an Allocate contact allocation configuration. Start by using the predefined display sets
already included with Aspect Workforce Management; as you become more familiar with them,
you can change them or use display sets you have created yourself.
To create a display set:
1. In the navigation pane, select Configuration > Forecasting > Display Sets > Intra-Day
Performance.
2. In the view pane, select the type of display set to create and expand the node.
The list of existing display sets of that type is displayed.
3. Right-click the list and select Add on the pop-up menu. The Display Set form appears.
4. On the General page, enter a code and description.
5. On the Tabs page, click Add to create and name each tab.
6. On the Tab Columns page, select each tab in the drop-down list and click the Add button to
display the IDP Column dialog box, where you can:
Specify which columns to include on that tab
Rename each column by substituting a more meaningful title
Specify the number of decimals each column will display for numbers
Specify the color of each column background and the text that appears in the column
7. Save the form.
User Guide
Using Predefined Display Sets

Aspect Workforce Management includes several display sets, as described in the following
tables (listed according to their purposes). The information shown for each display set includes:
The code and description
The tabs that are already defined
For each tab, the columns (statistics) that are included
Each column is identified by its default title and its user-defined title (in parentheses). For
example, the Actual Number of Contacts Offered statistic has a default title of ANCO and a userdefined title of Contacts Offered, which appears when you are viewing the intra-day
performance forecast.
Note: You can always use the Whats This option when viewing an intra-day performance
forecast to reveal the default title of any column.
For a Single-Skill Configuration

This predefined display set is the predefined set for combined FG/SG statistics.
Code: STDCOM
Description: Standard single-skill configuration
Tab 1: Revised
Tab 2: Actual
Tab 3: Reforecast
Tab 4: Adjustments
RVOL (Contacts)
ANCO (Contacts Offered)
EXCL (Excl)
SGRREQ U (R Req)
RAHT (AHT)
ANCH (Contacts Handled)
RVOL (R Contacts)
SGRSCH (Sch)
SGRREQ U (Req)
AAHT (AHT)
ANCO (A Contacts Offered)
SGRSCH J (Sch Adj)
SGRSCH (Sch)
SGAREQ U (Req)
SGRNET (Net)
SGRNET (Net)
SGRSCH (Sch)
RAHT (R AHT)
SGRNET J (Net Adj)
RSL (SL)
SGANET (Net)
AAHT (A AHT)
RSL (SL)
RDELAY SEC
(Delay)
ASL (SL)
SGRREQ U (R Req)
RSL J (SL Adj)
ADELAY SEC (Delay)
SGAREQ U (A Req)
RDELAY SEC (Delay)
FGSTATUS (Status)
RDELAY J SEC (Delay Adj)
FGLOCK (Lock)
SCHDELTA (Sch Delta)
For Consolidated Viewing

This predefined display set is used to show intra-day performance data in consolidated mode.
Code: STDCON
Description: Standard: all configurations

Tab 1: Revised
Tab 2: Actual
Tab 3: Rev vs. Act
RVOL (Contacts)
ANCO (Contacts)
RVOL (R Contacts)
RAHT (AHT)
ANCO (A Contacts)
SGRREQ U (Req)
AAHT (AHT)
RAHT (R AHT)
SGRSCH (Sch)
SGAREQ U (Req)
AAHT (A AHT)
SGRNET (Net)
SGRSCH (Sch)
SGRREQ U (R Req)
RSL (SL)
SGANET (Net)
SGAREQ U (A Req)
RDELAY SEC (Delay)
ASL (SL)
ADELAY SEC (Delay)

FGSTATUS (Status)
FGLOCK (Lock)
For a Forecast Group That Allocates Contacts or AHT

This predefined display set is used for parent forecast groups that allocate contacts or AHT in an
Allocate configuration.
Code: PARENT
Description: Group that allocates contacts
Tab 1: Revised
Tab 2: Actual
Tab 3: Reforecast
RVOL (Contacts)
ANCO (Contacts)
EXCL (Excl)
RVOL (R Contacts)
FGSTATUS (Status)
FGLOCK (Lock)
For a Forecast Group in a Multiskill Configuration

This predefined display set is for forecast groups that are part of a multiskill configuration.
Code: MULTI
Description: Group routed to a multiskill staff group
Tab 1: Revised
Tab 2: Actual
Tab 3: Reforecast
Tab 4: Adjustments
RVOL (Contacts)
EXCL (Excl)
RSL (SL)
User Guide
Tab 1: Revised
Tab 2: Actual
Tab 3: Reforecast
Tab 4: Adjustments
RAHT (AHT)
ANCH (Contacts
Handled)
RVOL (R Contacts)
RSL J (SL Adj)
RSL (SL)
AAHT (AHT)
RDELAY SEC (Delay)
RDELAY SEC (Delay)
ASL (SL)
RDELAY J SEC (Delay

Adj)
ADELAY SEC (Delay)
RAHT (AHT)
FGSTATUS (Status)
AAHT (AHT)
FGLOCK (Lock)
For Outbound Forecast Groups

This predefined display set is used to show calling statistics for outbound forecast groups.
Code: OUTBND
Description: Outbound forecast group.
Tab 1: Forecast
Tab 2: Actual
Tab 3: Reforecast
RVOL (Contacts Offered)
EXCL (Excl)
RAHT (AHT)
ANCH (Connects)
RVOL (R Contacts)
WRAP (Wrapup)
AAHT (AHT)
RABD (Abandoned Calls)
ASL (SL Calc)
ANCH (Connects)
RSL (SL Calc)
SL-ACD (SL Actual)
RAHT (R AHT)
SL-ACD (SL Actual)
ADELAY SEC (Delay)
AAHT (A AHT)
Tab 1: Forecast
Tab 2: Actual
RDELAY SEC (Delay)
FGSTATUS (Status)
Tab 3: Reforecast
FGLOCK (Lock)
ARPC (RP Contacts)
ARPHT (RP AHT)
ARPCATTPCT (RP Contacts /
Attempts %)
ARPCCONPCT (RP Contacts /
Total Connects %)
AWPC (WP Contacts)
AWPHT (WP AHT)
AWPCATTPCT (WP Contacts /
Attempts %)
AWPCCONPCT (WP Contacts /
Total Connects %)
ATPC (Contacts)
ANCA (Attempts)
ANNC (Non-Connects)
AOABDPCT (Abandon %)
BACKLOG (Email Backlog)
For Combined Outbound Forecast Groups and Staff Groups

This display set is the predefined set for combined outbound FG/SG statistics.
Code: OBDCOM
Description: Outbound configuration.
Tab 1: Forecast
Tab 2: Actual
Tab 3: Reforecast
Tab 4: Adjustments
RVOL (Contacts Offered)
EXCL (Excl)
SGRREQ U (R Req)
RAHT (AHT)
ANCH (Connects)
RVOL (R Contacts)
SGRSCH (Sch)
WRAP (Wrapup)
AAHT (AHT)
ANCO (A Contacts
Offered)
SGRSCH J (Sch Adj)
SGRREQ U (Req)
SGAREQ U (Req)
ANCH (Connects)
SGRNET (Net)
SGRSCH (Sch)
SGRSCH (Sch)
RAHT (R AHT)
SGRNET J (Net Adj)
SGRNET (Net)
SGANET (Net)
AAHT (A AHT)
RSL (SL Calc)
RSL (SL Calc)
ASL (SL Calc)
SGRREQ U (R Req)
SL-ACD (SL Actual)
SL-ACD (SL Actual)
SL-ACD (SL Actual)
SGAREQ U (A Req)
RSL J (SL Adj)
User Guide
Tab 1: Forecast
Tab 2: Actual
Tab 3: Reforecast
Tab 4: Adjustments
RDELAY SEC (Delay)
ADELAY SEC (Delay)
RDELAY SEC (Delay)
FGSTATUS (Status)
RDELAY J SEC (Delay

Adj)
FGLOCK (Lock)
For Staff Groups in a Standard Multiskill Configuration

This predefined display set is for staff groups that are associated directly with a forecast group
via a routing set.
Code: SKLBSD
Description: Staff groups serving skill-based forecast groups
Tab 1: Revised
Tab 2: Actual
Tab 3: Adjustments
SGRREQ U (Req)
SGAREQ U (Req)
SGRREQ U (Req)
SGRSCH (Sch)
SGRSCH (Sch)
SGRREQ JU (Req w/ Adj)
SGRNET (Net)
SGANET (Net)
SGRSCH (Sch)
SGRSCH J (Sch w/ Adj)

SGRNET (Net)
SGRNET J (Net w/ Adj)
For Staff Groups with Allocated Staffing Requirements

This predefined display set is for staff groups whose staffing requirements are allocated from a
parent staff group.
Code: CHILD
Description: Group with allocated staff requirements
Tab 1: Revised
Tab 2: Adjustments
SGRREQ U (Req w/ Unp)
SGRREQ U (Req)
SGRREQ (Req w/o Unp)
SGRSCH (Sch)
SGRSCH (Sch)
SGRSCH J (Sch w/ Adj)
SGRNET (Net)
SGRNET (Net)
APS (APS)
SGRNET J (Net w/ Adj)
RREQDEV2
Tab 1: Revised
Tab 2: Adjustments
RABSREQADH2 (Adh)
SGSTATUS (Status)
SGLOCK (Lock)
Creating Threshold Sets

You create threshold sets so that you can easily notice intra-day performance statistics that fall
outside of the expected range of values. In each threshold set, you enter a minimum and
maximum percentage for each period of the day. These percentage thresholds define the
acceptable range by which certain statistics can deviate from the average for that day. When a
statistic falls outside of this range, it is displayed in a special color of your choosing: one color for
low values and another for high values.
You can create different threshold sets for different purposes, or for different parts of your
contact center. Each forecast group and staff group you create must be associated with a
threshold set. Therefore, different thresholds can apply, depending on:
Whether you are viewing forecast-group or staff-group statistics
Which groups statistics you are viewing
Which period of the day you are viewing
To create a threshold set:

In the navigation pane, select Configuration > Scheduling > Threshold Sets.
Select File > Open > Threshold Set Definitions. The list of existing threshold sets
appears on the right.
2. Right-click the view pane, and select Add. The Threshold Set form appears.
3. On the General page, enter a code and a description for this threshold set.
4. On the Display Colors page, select the colors to use for values that fall outside of the
threshold.
Be sure to select a different color for the Minimum and Maximum.
5. Use the Minimums(%) and Maximums(%) pages to specify the minimum and maximum
percentage limits for each period of each day of the week.
6. Save the form.
Creating Forecast Groups

A forecast group is the business unit for which Aspect Workforce Management forecasts contact
volume and workload. For a standalone contact center, this group represents the location where
the work gets handled.
User Guide
For an Allocate configuration in which contacts are allocated among multiple locations, you need
to create a forecast group for each of those locations: the parent location at which contacts enter
the system (typically the long distance carriers network) and the child locations at which those
contacts are handled.
Whether you have networked locations or a standalone location, the forecast group where the
work first enters the system is the one for which you maintain historical patterns and forecasting
scenarios. The forecast group where the work gets handled is the one you include in a routing
set. (For a standalone location, these forecast groups might be one and the same.)
To create forecast groups:
In the navigation pane, select Configuration > Forecasting > Forecast Groups.
Select File > Open > Forecast Group Definitions.
The list of existing forecast groups appears.

2. Right-click the view pane and select an option (to add, edit, or delete groups).
When a single source of contacts (forecast group) is to be allocated to multiple locations, staffing
requirements are calculated by individual location. Associate only those local forecast groups (in
colored boxes below) with staff groups in your routing set.
Deleting a Forecast Group

Deleting a forecast group is possible only if it is not already referenced in certain dependent
data. Select the Tools > Show Cross-References option to view the dependent data, if any.
which types block deletion of a forecast group.
Table 3-12 Data Types Dependent on a Forecast Group
Dependent Data Type
Blocks Deletion?
AHT Overrides
No
Automatic Historical Pattern Update Scenarios
No
Automatic Historical Pattern Updates
No
Yes
Back Office Performance Display Sets
No
Campaign Sets
No
Contact Allocation Sets
No
Contact Group Data
No
Contacts
No
Cycle Cuts
No
Daily AHT Sets
No
Table 3-12 Data Types Dependent on a Forecast Group (continued)

Dependent Data Type
Blocks Deletion?
Encompass Forecast Group Maps
No
Forecast Group Forecasts
Yes
Forecast Group Journal Entries
No
Forecast Group Sets
No
No
No
Yes
Intra-Day Performance Display Sets
No
Monthly Pattern Updates
No
Normal AHT Distributions
No
Normal NCO Distributions
No
No
No
Yes
Routing Sets
Yes
Security Profiles
No
Special AHT Distributions
No
Special NCO Distributions
No
No
Staffing Scenarios
No
Volume Overrides
No
Defining Shrinkage Categories

Shrinkage categories enable you to separately account for different types of shrinkage in
scheduling and other processes that calculate required staff. Aspect Workforce Management
requires that there be at least two shrinkage categories: one for modeling breaks and the other
for modeling unproductive time. You can define as many other categories as you need,
depending on how detailed your shrinkage estimates need to be and how many kinds of
segments you plan to include in your schedule templates.
Table 3-13 lists the predefined shrinkage categories.
Table 3-13 Predefined Shrinkage Categories
User Guide
Code
Category Type
BREAK
Break
Table 3-13 Predefined Shrinkage Categories (continued)

Code
Category Type
UNPROD
Unproductive
ABSENT
Other
MISC
Other
TRAIN
Other
VACA
Other
If you keep detailed statistical breakdowns of how employees spend their time, it makes sense
to create additional shrinkage categories that reflect those breakdowns. If one statistic changes,
updating the affected shrinkage percentage is straightforward (because you have not combined
several statistics into one category). For example, if you track the time spent in training sessions
separately from that spent in other types of meetings, you probably want both a training
category and a general meeting category. Otherwise, a general meeting category will suffice for
both types of shrinkage.
There is no harm in having a category that you do not use, as long as you make sure that its
shrinkage percentage is zero in each shrinkage set.
To define shrinkage categories:
In the navigation pane, select Configuration > Forecasting > Shrinkage Categories.
Select File > Open > Shrinkage Category Definitions.
The list of existing categories appears on the right.

2. Right-click the view pane and select an option (to add, edit, or delete shrinkage categories).
If you plan to use the Shrinkage Analysis module to view calculated shrinkage statistics, you
also need to use the Shrinkage Calculation module (Configuration > Scheduling) to configure a
calculation for each staff-group / shrinkage-category pair that you want to include in the
analyses. For more information, see Analyzing Staff Shrinkage on page 12-77.
Creating Staff Groups

A staff group represents a type of employee needed at a particular location. Being associated
with a particular work state, it serves as a job description for which Aspect Workforce
Management calculates the number of staff required at that location. Typically, a staff group is
associated with an employee group, which provides the employees who will be assigned to the
schedules for that staff group, making it possible to track how the staff groups work gets
handled.
Most staff groups are also associated with a forecast group (by means of a routing set) so that
the staff groups required staff calculations are based on the forecast workload for that forecast
group. However, if you have an Allocate configuration, a staff group can be defined as a child of
another staff group; which means that the child groups staffing requirements (and perhaps
schedules) are allocated from the parent group. The child group could represent either an entire
contact center site that is part of a network, or merely a management team responsible for its
own scheduling. In either case, the child staff group should not be included in a routing set,
because it is not directly associated with a forecast group.
In order to collect agent-related ACD statistics for a staff group, you also associate it with one or
more agent data groups.
The number of staff groups you need depends not only on the number of locations and forecast
groups you have, but also on your Aspect Workforce Management configuration:
If you have a single-skill configuration, you need only one staff group for each forecast group,
because each agent handles only one contact type at a time.
If you have a multiskill configuration, a given staff group might handle several forecast
groups. You need to create a staff group for each skill combination that agents might have at
each location.
For example, if you have a location represented by two forecast groups, you need to create
three staff groups: two for the agents who handle only one forecast group at a time and a
third group for the agents who handle both forecast groups at once.
To create a staff group:

1. Edit the STAFF perspective (Configuration > Scheduling) and create the work state with
which to associate the new staff group.
2. Define the agent data groups that represent this staff groups ACD staffing data.
You can do this later, but you must associate the staff group with at least one data group to
make actual staffing data available for intra-day performance.
3. Check the existing display sets and threshold sets (Configuration > Forecasting) and
decide which to use for this staff groups intra-day performance detail. Create new sets, if
needed.
4. Create or identify the employee group, if any, with which to associate this staff group.
You need to associate the staff group with an employee group to run processes that tally
scheduled staff (such as intra-day performance forecasting).
5. Select Configuration > Forecasting > Staff Groups. This opens the Staff Group Definitions
view.
6. Select Edit > Add to open the Staff Group form. Here you define the staff group by
specifying its properties on the following pages:
General, where you name the group and provide other general information.
Allocation, where you can define this group as a child group in an Allocate staff allocation
configuration (this tab appears only if you have an Allocate configuration).
Thresholds, for selecting the threshold sets to use for highlighting statistical extremes in
intra-day performance.
IDP, where you select the display sets to use for intra-day performance and the method
for calculating staffing tolerances.
Agent Data Groups, where you identify which ACD agent statistics to associate with this
group.
If you are using the optional Encompass package, this form also has an Encompass page
where you select the tally mode to use for this staff group.
User Guide
7. Define a work segment for this staff group. You must do this before you can create
schedules for the group.
Note: You can also create a staff group by selecting Tools > Staff Group Setup Wizard. The
wizard lets you create the other setup information required, such as the work state, while
you are creating the staff group.
Deleting a Staff Group

Deleting a staff group is possible only if it is not already referenced in certain dependent data.
Select the Tools > Show Cross-References option to view the dependent data, if any.
which types block deletion of a staff group.
Table 3-14 Data Types Dependent on a Staff Group
Dependent Data Type
Blocks Deletion?
Agent Group Data
No
Contacts
No
No
Encompass Staff Group Tallies
No
No
Yes
No
No
Yes
Back-Office Performance Display Sets
No
Rosters
Yes
Yes
Routing Sets
Yes
No
Security Profiles
No
No
No
Yes
Staff Group Journal Entries
No
Staff Group Sets
No
Staff Shrinkage Sets
No
Table 3-14 Data Types Dependent on a Staff Group (continued)

Dependent Data Type
Blocks Deletion?
Staffing Adjustments
No
Staffing Overlays
No
Staffing Overrides
No
Staffing Scenarios
No
Staffing Tolerances
No
No
Trial Schedule Sets
Yes
Examples of Networked and Standalone Staff Groups

When contacts are distributed among different locations but are handled together, as if by a
single agent group, it is appropriate to calculate one set of staffing requirements for the parent
staff group and allocate them to the staff groups representing the individual locations. Parent
staff groups (shown as colored boxes in Figure 3-18) should be associated only with forecast
groups in your routing set.
RESRV work state
LRES
HRES
London ACD; Reservations

LRES2
London local; Reservations
MRES
Madrid Reservations
PRES
Paris Reservations
Hong Kong Reservations (stand-alone group)
INFO work state

LINF
London Information (stand-alone group)
HINF
Hong Kong Information (stand-alone group)
Figure 3-18 Example of Networked and Standalone Staff Groups
Using the Staff Group Setup Wizard

The Staff Group Setup Wizard leads you through the process of creating a staff group and the
other information with which it must be associated. In addition to prompting you for the required
information, the wizard gives you several options:
User Guide
Create a work state for the staff group or select one have already created.
Create a corresponding work segment or select one you have already created.
Create a new threshold set to use for all of the staff groups intra-day performance statistics,
or select existing threshold sets for individual categories.
Select the employee group with which the staff group will be associated.
This is optional, but you need to associate the staff group with an employee group in order to
run processes, such as intra-day performance, that tally scheduled staff.
Select how staff are tallied (if the Aspect Workforce Management Encompass
enhancement package is installed).
The wizard does not prompt you for the staff groups corresponding agent data groups, which
will later provide actual staffing statistics. You need to define the data groups yourself and edit
the staff group to associate it with them.
Associating Staff Groups with Employee Groups

Employee groups are for organizing your actual employees, while staff groups are for organizing
your staffing requirements and work schedules. One way to think about the relationship between
the two types of groups is to imagine that an employee group provides the people to fill the
positions represented by the staff group. You make the association between a staff group and its
employee group by identifying the employee group on the Staff Group form.
For best results, create an employee tree that groups employees by location, then associate
each staff group with one of these employee groups. An employee group can provide
employees for several staff groups at that location, but each staff group can get its employees
from only one employee group.
Figure 3-19 illustrates that a tally of scheduled staff for the staff group HRES (which is
associated with the RESRV work state) includes all employees doing RESRV work (as recorded
using segments), regardless of whether they belong to the RESRV employee group or the INFO
employee group. This might represent a situation where employee groups loan employees to
each other.
Employee Groups
Staff Groups
LOCATN
RESRV work state

LRES
MADRID
PARIS
HRES
LONDON
London ACD; Reservations

LRES2
London local; Reservations
MRES
Madrid Reservations
PRES
Paris Reservations
Hong Kong Reservations (stand-alone group)
INFO work state

HKONG
RESRV
LINF
London Information (stand-alone group)
HINF
Hong Kong Information (stand-alone group)
INFO
Figure 3-19 Employee Groups Example
Creating Routing Sets

A routing set identifies the staff groups that handle (or allocate) each forecast group's contacts.
If you have a single-skill configuration, each forecast group is associated with only one staff
group. With a multiskill configuration, a forecast group's contacts can be handled by several staff
group, as shown in Figure 3-20.
Forecast Group Staff Group
Priority
One-to-one routing, as in a singleskill configuration.
INFO
INFO
SALES
SALES
Skill-based routing: CREDIT

contacts can go to either staff
group, and the SERVCE group
can handle either type of contact.
CREDIT
CREDIT
CREDIT
SERVCE
SERVCE
SERVCE
Figure 3-20 Routing Sets Example

You can also create additional routing sets to experiment with proposed routing alternatives.
Depending on your Aspect Workforce Management configuration, there might be forecast
groups or staff groups that should not be explicitly included in your routing set. If you allocate
contacts, the parent forecast groups that represent the entire network should not be routed to
staff groups, because their contacts will be allocated to the local forecast groups, where the
work gets handled.
Similarly, you should not include staff groups that have a parent staff group, because their
staffing requirements will be allocated from the parent group (rather than being calculated based
on local forecast workload).
To create routing sets:
In the navigation pane, select Configuration > Forecasting > Routing Sets.
Select File > Open > Routing Set Definitions.
Either method opens the Routing Set Definitions view, listing the codes and descriptions of
the existing sets.
2. Right-click the view pane and select an option (to add, edit, or delete routing sets).
The Routing Set form includes the following pages for defining a set:
General, to name the set
Associations, to set up the routing itself
IDP, to specify the display set and the service level goal to use for intra-day performance
Net Calls, to specify which, if any, staff groups are volume adjustable by default
Deleting a Routing Set

Deleting a routing set is possible only if it is not already referenced in certain dependent data.
Select the Tools > Show Cross-References option to view the dependent data, if any. The help
topic for the Cross-Reference Summary window explains which data types block deletion.
User Guide
which types block deletion of a routing set.
Table 3-15 Data Types Dependent on a Routing Set
Dependent Data Type
Blocks Deletion?
Contacts (communication)
No
Intra-Day Performance Forecasts
Yes
No
Yes
Back-Office Performance Display Sets
No
Yes
Security Profiles
No
Creating Forecast Group and Staff Group Sets

If you plan to use the Multidimensional Intra-Day Performance module (see Using
Multidimensional Intra-Day Performance on page 12-74), you need to configure forecast group
sets, staff group sets, or both. A group set is simply a list of the groups you want to view together
in the Multidimensional Intra-Day Performance window.
To create a forecast group set or staff group set:
In the navigation pane, select Configuration > Forecasting > Forecast Group Sets or
Configuration > Forecasting > Staff Group Sets.
Select File > Open > Forecast Group Sets or File > Open > Staff Group Sets.
Either method opens the module view, listing the codes and descriptions of the existing sets.
2. Right-click in the grid and select Add on the popup menu to open the edit form.
3. On the General Page of the form, enter a code and a description for this set.
4. On the Forecast Groups page or Staff Group page, select the groups to include in this set.
Note: Do not include groups that are in the same allocation tree (for example, a parent
group and its child groups).
5. Save the form.
Available Configuration Reports
Available Configuration Reports

The Configuration modules provide several reports (see Table 3-16) to help you manage and
check your setup data. To run the report, open the module and select File > Print.
Table 3-16 Configuration Reports
Branch
Report
Description
Scheduling
Perspectives
Shows all perspectives and the states defined for them.
Segment
Categories
Shows all segment categories and the segments they include.
Segment
Definitions
Shows all segment codes, their descriptions, and their ranks.
Superstates
Shows all superstates and the states they include.
Employee
Information
Employee Groups
Shows the hierarchical tree of employee groups, including each

employee groups class.
Forecasting
Forecast Groups
Shows all forecast groups and their properties, including general

properties, threshold sets, long-term historical patterns, and
associated contact data groups.
Routing Sets
Shows all routing sets and their contents.
Staff Groups
Shows all staff groups and their properties, including general

properties, threshold sets, and associated agent data groups.
Contact Data
Groups
Shows the details for each contact data group you have defined.
Agent Data Groups
Shows the details for each agent data group you have defined.
Tally Server
Settings
Shows information about each tally server you have defined,

including each of its associated staff groups and the relative
number of past days and future days for which the groups tallies
are to be maintained.
Data group
setup
Automatic
processes
Setting Up and Managing the ACD Interface

To receive and process actual contact data, Aspect Workforce Management needs to know
what kind of automatic call distributor (ACD) you have, how often the ACD sends data, and how
this data maps to forecast groups and staff groups. Much of the work of setting up your ACD
interface is done with the assistance of your Aspect support representative when you install
Aspect Workforce Management. If you modify your ACD configuration, replace your ACD, add
an ACD, or make changes to your ACD groups (splits, queues, and so on), you may need to
make changes to your ACD interface configuration.
You can view and modify ACD interface settings using Configuration (Data Capture). To view or
modify the settings for the Listen system service, you must run a separate application. For
details, see your ACD installation instructions.
Caution: Do not change a setting without first consulting your Aspect support representative.
Arbitrary changes can result in loss of ACD data.
User Guide
About ACD Data Processing

Using the information you provide about your ACD in Configuration (Data Capture), Aspect
Workforce Management retrieves and processes ACD reports continually.
In a typical configuration, the ACD MIS stores ACD reportssuch as intra-day contact volumes
and AHTon your Aspect Workforce Management application server.
Note: Many ACDs can be configured to store ACD data on any computer attached to your
network. Using the application server for this task, typically yields the best results.
The WFM Listen system service retrieves the ACD reports and writes them to a folder on the
application server.
When new ACD data files appear in the folder on the application server, the WFM Parser
system service converts them to a format Aspect Workforce Management can use. Finally, the
WFM ACD Proc system service moves the ACD data into the Aspect Workforce Management
database.
Figure 3-21 illustrates only one of several possible configurations. The ACD, for example, might
be configured to write ACD reports to your LAN file server; Listen would retrieve that information
and copy it to the application server.
Listen
TCSParse
ACD MIS
ACDProc
Application
server
Database server
Figure 3-21 Example of ACD Interface Configuration

If your organization uses Agent Productivity, two additional system services are installed with
Aspect Workforce Management. These two services, APProc and APParse, process ACD
reports used by Agent Productivity.
Contact your Aspect support representative for assistance with your configuration.
Configuring an ACD Interface

To configure your ACD interface, you must complete three general tasks. Perform the tasks in
the following order:
1. Create an ACD instance for each site serviced by each ACD.
If you have two ACDs, for example, and each ACD routes contacts to two sites, you must
create four ACD instances.
If your organization uses the optional Agent Productivity feature, you must also create an
Agent Productivity instance for each site serviced by each ACD.
Setting Up and Managing the ACD Interface
2. Verify that the default contact, agent, and (if applicable) Agent Productivity formula sets are
appropriate for the ACD types you want Aspect Workforce Management to know about.
In most cases, the default formula sets provided with the software are adequate. If
necessary, you can create additional formula sets to use instead.
3. Define contact and agent data groups for each ACD type you want Aspect Workforce
Management to know about.
Caution: Do not change a setting without first consulting your Aspect support representative.
Arbitrary changes can result in loss of ACD data.
Creating and Installing ACD Instances

Create new ACD instances to deal with changes to your ACD configuration (such as adding a
new ACD, modifying ACD settings that affect reports, modifying the way reports move from your
ACD to Aspect Workforce Management, and so on). After creating ACD instances, you install
them to identify them to the system services that reference them.
Note: Install ACD instances only from the Aspect Workforce Management application server.
Log in to the application server and complete the following procedure there.
To create an ACD instance:
1. Use one of the following methods to display the ACD/Contact Server Instances view:
In the navigation pane, select Configuration > Data Capture > ACDs/Contact Servers.
Select File > Open > ACD/Contact Server Instances.
2. To create an ACD instance, select Edit > Add; or, select an existing instance and, if the new
instance uses similar settings, select Edit > Duplicate.
3. Enter the information on the ACD Instance form and save the form.
If you need to create more than one ACD instance, create the others before continuing with the
following procedure. If you need to create Agent Productivity instances, create them now as
well.
To install ACD instances:
1. Stop the WFM Parser, ACDProc, and WFM LIsten (also AP Proc and AP Parser, if
applicable) system services:
a. While logged in to the Aspect Workforce Management application server, browse to
Administrative Tools.
b. Open Services.
c. Select each service in the list and click Stop.
2. From the ACD/Contact Server Instances view (see step 1 on page 3-49), select Special >
Install ACD/AP Instances.
This installs all ACD Instances (and Agent Productivity instances, if applicable) that have
been created, but not installed. After the instances are been installed, the ACD/AP Installer
Log window appears.
3. Restart the Aspect Workforce Management system services you stopped earlier:
User Guide
a. While logged in to the Aspect Workforce Management application server, browse to

Administrative Tools.
a. Open Services.
b. Select the services, one at a time, and click Start.
Defining Data Groups

A data group defines the association between a formula set and an ACD group (also known as a
gate or split) defined on your ACD. There are two methods of specifying data groups. You can
add each one individually, or, for each ACD instance, you can add several data groups at once.
Note: To quickly add data groups to a selected Unified IP instance, select Add Unified IP Data
Groups on the pop-up menu.
To add a single contact or agent data group:
In the navigation pane, select Configuration > Data Capture > Data Groups > Contact
or Agent.
Select File > Open > Contact Data Group Definitions.
2. Select Edit > Add. The Contact Data Group or Agent Data Group form (depending on what
you selected) appears.
3. Complete the General and Detail tab fields with the data group information.
4. Save the form.
To add multiple data groups:
In the navigation pane, select Configuration > Data Capture > Data Groups > Contact
or Agent.
Select File > Open > Contact Data Group Definitions.
2. Select the Special > Add Multiple Data Groups. The Data Group Worksheet dialog box
appears.
3. Fill in the data source fields, specify the number of groups to add, and enter the data group
definitions.
4. Click OK to create the groups.
Using the Administration Modules
Using the Administration Modules

The Administration modules provides the following modules or groups of modules:
Access Control:
Communications
Used to establish access permissions for users, create filter profiles, and
associate users with security profiles; available only to administrators. The
modules are:
Security ProfilesUsed to define the permissions for access to

specific software features and data. This involves granting access to
locks on modules, operations, and data.
Employee Filter ProfilesUsed to create employee filter profiles for

controlling access to employee information. (If you have installed
Reserve, you also have seat filter profiles for controlling access to seat
information.)
UsersUsed to create and administer users. Depending on the type

of user, this includes associating individual users with the security
profiles and filter profiles you have created. This module also lets you
see which users are currently logged in to Aspect Workforce
Management, and it provides the option to log out selected users.
Used to define:
Communication contacts who work in, or support, the contact center

and associate them with workforce management entities, such as
employee groups.
Contextual links, which point users to resources that are associated

with entities such as specific employee groups. In certain modules,
users working with a particular entity can follow the contextual links
you have created for it.
Date Window Sets:
Used to define periods of days (date windows) during which users can
view or operate on official segments and certain other data. Date windows
are organized into sets, which are associated with locks in security
profiles. For more information, see Defining Date Windows, which follows.
AutoRun Manager:
Used to set up and manage automatic processes to be executed by

AutoRun.
Event Viewer:
Used to view Aspect Workforce Management event records.
Housekeeper:
Used to run various maintenance processes such as archiving and

deleting old data.
Journal:
Used to enter, edit, and view date-specific memos for particular forecast
groups or by staff groups.
Time Zone Manager: Used to update time-zone data with new data from Aspect.
System Parameters: Used to edit system parameters.
User Guide
Defining Date Windows

Date windows let you set date-sensitive restrictions on accessing official segments. If Empower
is installed, date window sets also control access to schedule trade information and limit the
scope of the Segment Export process (in addition to controlling the visibility of official segments).
Each window you define is a range of dates, or implied dates, for which access is granted. As
soon as the date window goes into effect on an application server (based on its system date)
designated users connected to that server can access specific segment codes for nominal dates
within the window. Or, if the date window applies to schedule trades, agents using eSchedule
Planner can complete certain trade transactions only for schedules within that range of nominal
dates.
You define date windows by creating one or more date window sets, each of which consists of
one or more date windows. You can then apply the date window set by selecting it for certain
locks in security profiles:
schedule-trade security locks, for agents using eSchedule Planner
segment-code instance locks, for all regular and employee users
For more information about locks, see About Security Locks on page 3-57.
Every date window has a beginning date, which is the date on which it goes into effect. The
window itself consists of a starting and ending date, either or both of which can be unrestricted,
fixed, or a certain number of days before or after the system date. In other words, there are two
types of date windows:
Static:
Has fixed starting and ending dates.
Dynamic: Has no date restrictions, or depends on the user's system date. Can move, grow, or
shrink as the system date advances.
A date window with no date restrictions starts indefinitely in the past, and its ending
date is never.
The beginning date and the starting date do not have to be the same. For example, Figure 3-22
illustrates a date window set with three windows. Each window begins on the first day of the
month and starts on the first day of the following month, granting access to the future months
data.
Figure 3-22 Example of Date Windows for Access to Future Data

There are two ways to create date windows in a date window set: create them manually and
generate them automatically. You can use both methods for a given set.
To create a date window set:

1. Open the Date Window Sets module (File > Open) or select Administration > Date
Window Sets in the navigation pane.
2. Select Edit > Add to open the Date Window Set form.
3. On the General page of the form, enter a code and a description for the date window set.
4. On the Date Windows page of the form, add the date window, or windows, needed for this
set:
To add a date window manually, click the Add button, which opens the Date Window
dialog box.
To generate date windows automatically, click the Auto button, which opens the Generate
Date Windows dialog box (see Generating Date Windows Automatically on page 3-54.
You can edit and delete date windows by selecting them and clicking Edit or Delete.
5. Save the date window set.
The Date Window Dialog Box

This dialog box lets you add a single date window to the set. In the Begin Date field, type or
select the date on which this date window goes into effect. Then select the appropriate option in
the Window Starts and Window Ends sections. When you click OK, the dialog box closes and
the new date windows are displayed in the grid.
You can leave the start of the window or the end of the window unrestricted: In the Window
Starts section, select Indefinitely In The Past; in the Window Ends section, select Never. To
define a finite window, use either of the following options in either section:
Fixed date:
Type or select the date on which the window starts or ends.
Number of days
Enter the number of days before (-) or after the users system date that
relative to system date: the window starts or ends.
Note: The Begin date and the number of days relative to a system date are based on the
system date of the computer where the associated permission is checked, such as a web
server. Client computers in other time zones might sometimes have a different system
date.
Table 3-17 gives examples of how to configure date-sensitive permissions manually.
Table 3-17 Date-specific Permissions and Their Date Window Settings
Permission
User Guide
Date Window(s) Needed

Window Starts
Window Ends
Access to all dates
Indefinitely in the past
Never
Access to all future dates
0 days from system date
Never
Access to all past dates
Access to the next seven days
Table 3-17 Date-specific Permissions and Their Date Window Settings

Permission
Date Window(s) Needed

Window Starts
Window Ends
Access to the previous, and next,

seven days
-6 days from system date
Access to all dates until December 31,

2011
12/31/2011
Access to all dates in December 2011

except Christmas
(two date windows needed)
12/1/2011
12/24/2011
12/26/2011
12/31/2011
Generating Date Windows Automatically

The automatic method of creating date windows lets you generate multiple, sequential date
windows that are tied to specific calendar dates. Those calendar dates become the beginning
dates of the date windows that are generated, and each windows starting and ending dates are
relative to its beginning date. You can generate date windows in a date window set as many
times as needed to satisfy complex access rules.
Figure 3-23 shows an example of generated date windows. In this case:
The beginning dates are on the first of the month and advance one month at a time.
Users can access the current calendar month of data as well as the last 14 days of the
previous month.
Users can see the next calendar month of data 14 days in advance.
Figure 3-23 Example of Generated Date Windows
To create date windows automatically, click the Auto button on the Date Window Set form,
which opens the Generate Date Windows dialog box. Then select the appropriate options,
described in Table 3-18, enter any associated information, and click OK.
Table 3-18 Options for Generating Date Windows Automatically
Window Section
Options
Generate for dates
Begin Date is the date on which the first date window goes into effect. The
beginning dates for the generated date windows will be tied to this date,
according to your setting for Advance To Next Window Begin Date.
End Date, or Number of Windows, determines how many date windows to
generate. For example, if you know you need to generate a year of one-week
date windows, you can select Number Of Windows and enter 52. If you specify
the ending date, the software determines the correct number of windows to
generate.
Window starts
The logical starting date of each date window. Select either Indefinitely In The
Past or Relative To The Begin Date. The latter option lets you define the start of
the generated date windows as a specific number of days or months before or
after each beginning date. For example, you might specify 6 months to provide
access to half a year of past data.
If you select Months, you can also select ( ) Move To The Last Day Of The
Month. Doing so ensures that all of the date windows start on the last day of a
month, regardless of the amount of time you specify under Advance To Next
Window Begin Date. If you do not select this option, each starting date will be the
same day of the month as the beginning date you specify on this dialog box
unless a particular month does not contain that date, in which case the last day of
that month is used instead (and subsequent date windows also start on that day
of the month).
Window ends
The logical ending date of each date window. Select either Never or Relative To
The Begin Date. The latter option lets you define the start of the generated date
windows as a specific number of days or months before or after each beginning
date.
If you select Months, you can also select Move To The Last Day Of The Month.
Doing so ensures that all of the date windows end on the last day of a month,
regardless of the amount of time you specify under Advance To Next Window
Begin Date. If you do not select this option, each ending date will be the same
day of the month as the beginning date you specify on this dialog boxunless a
particular month does not contain that date, in which case the last day of that
month is used instead (and subsequent date windows also end on that day of the
month).
User Guide
Table 3-18 Options for Generating Date Windows Automatically (continued)

Window Section
Options
Advance to next
window begin date
The number of days or months you want to separate each date windows
beginning date. For example, entering 7 days results in date windows that begin
exactly one week apart.
If you select Months, you can also select Move To The Last Day Of The Month.
Doing so ensures that all of the date windows begin on the last day of a month. If
you do not select this option, each beginning date will be the same day of the
month as the beginning date you specify on this dialog boxunless a particular
month does not contain that date, in which case the last day of that month is used
instead (and subsequent date windows also begin on that day of the month).If
you enter a negative number of days or months, the software generates date
windows in reverse order, backward in time. For example, a value of 7 days
causes each date window to begin a week earlier than the previously generated
window.
Controlling User Access

You control individual access to Aspect Workforce Management by creating a record for each
user, which associates the user with a login ID and password, general permissions (user type),
and permissions for specific software features and data.
You define each user as one of three basic types, which establishes general, predefined access
rights for that user:
Administrator:
Has full access to all modules and all data, including the ability to define
permissions and create and administer other users.
Regular user:
Access is enabled only by permissions to specific software features and data.

Regular users typically include supervisors, managers, analysts, data-entry
staff, and others.
Employee user: Is typically a contact-center agent or supervisor, who has an employee

information record. Employee users can access the Empower web client
software.
Administrators and regular users must also have their own database accounts (SQL Server or
Oracle) with access to the Aspect Workforce Management database tables. If you are an
administrator and your database user account has the required permissions, you can use the
Create Database Account And Grant Access and Grant Database Account Access options on
the Special menu to add database users and grant them access.
Setting up user access involves completing the following procedures, which this chapter
describes:
1. Create the date window sets needed for access to certain data types (see Defining Date
Windows on page 3-52.)
2. Create employee filter profiles as needed to restrict access to individual employee groups.
3. Create security profiles, granting access to specific modules, operations, and data. The
security profile is the means by which you give users permissions to view and update data.
4. Create users, assigning each user the appropriate security profile and employee filter
profile.
Creating Employee Filter Profiles

You control user access to employee information at the group level, using the Employee Filter
Profile Definitions module to create employee filter profiles for users. For example, you might
define filter profiles that allow access only to employee groups representing certain locations.
To define employee filter profiles:
1. Open the Employee Filter Profile Definitions module (File > Open) or select Administration
> Access Control > Employee Filter Profiles in the navigation tree.
2. Use the Edit menu options to add, edit, duplicate, or delete employee filter profiles.
The Employee Filter Profile form (Add, Edit, and Duplicate options) has the following pages:
General:
Enter a unique code and a description for this filter profile. You can also type a
memo about this profile.
Groups:
Select each employee group to which this profile allows access.
As of Date:
Select one of the following date options and specify its value if needed:
Relative date: Type a number, or use the up and down arrows, to specify a
certain number of days from the system date. For example, a setting of -5 gives
a user with this profile access to data about employees that were members of a
particular group during the previous five days.
Fixed date: Type a specific date or use the calendar tool to select it. For
example, if you enter 7/1/2008 (July 1, 2008), users with this profile will have
access to employees that were members of the group as of July 1, 2008 and
forward.
Any date: Select this option if you do not want to limit access to employee
group data based on assignment date.
You can delete a employee filter profile only if it not assigned to a user record.
About Security Locks

Aspect Workforce Management enforces security by denying a new regular user or employee
user access to any modules, operations, and data until the user is associated with a security
profile that grants access to those items specifically. Administrators grant access to users by
defining security profiles and assigning a security profile to each user (in addition to an
employee filter profile and, if Reserve is installed, a seat filter profile).
User Guide
Each security profile uses locks to control user access to modules, operations, and data. There
are two types of locks:
System locks:
Control access to modules, to operations within those modules, and to types of

data, such as employee names and employee hire dates.
Instance locks: Control access to specific sets of data for your contact center, such as forecast
groups and staff groups. Instance locks generally include locks for view-only
access and locks for permission to add, change, or delete information in the
database.
In most cases, modules to which a user does not have permission are not visible in the interface
or are disabled. In some cases, when a user tries to access modules or data without having the
required permission, a message box appears with an explanation.
Creating Security Profiles

To define exactly which applications and employee group data that regular users and employee
users can access, Aspect Workforce Management administrators must associate them with a
security profile.
Create a security profile to establish a common set of permissions that you can assign to
multiple users who do the same types of tasks in your contact center. For example, you might
have one security profile for eSchedule Planner administrators, one for eSchedule Planner
supervisors, and one for agents who use eSchedule Planner to request vacation time or
schedule trades.
To configure a security profile:
In the navigation pane, select Administration > Access Control > Security Profiles.
Select File > Open > Security Profile Definitions.
A list of existing profiles is displayed on the right.

2. Right-click in the grid on the right and select Add on the pop-up menu. The Security Profile
dialog box appears.
The System Locks tab contains all system locks. Instance locks are distributed on the
following tabs:
Forecast Groups
Staff Groups
Routing Sets
Employee Filter Profiles
Security Profiles
Schedule Profiles
Employee Extra Fields
Segment Codes
Group Allowance Accounts
Personal Accounts
If you have installed Reserve, there are two additional instance-lock tabs: Seat Filter Profiles
and Seat Extra Fields.
3. On the General tab, type a code and description for the profile.
4. On the System Locks tab, select the check box of all locks that you want users of this profile
to access; leave unchecked all locks that you do not want users of this profile to access.
The System Locks tree organizes locks in groups that correspond to areas of the user
interface; tasks that a user performs in a given module, such as Forecasting, are grouped in
the same locks folder.
A diskette icon next to a lock denotes a general data lock, such as
permission to update employee names.
A window icon denotes an operation lock, such as permission to
run a forecast.
The pop-up menu (which you can access by right-clicking in the window) provides the
following options:
Select Children:
Selects all lock check boxes for entries at the next lower level in the hierarchy
within the folder.
Select Descendants:
Selects all lock check boxes for entries that fall under Child entries in the
selected folder.
Clear Children:
Deselects all lock check boxes for entries at the next lower level in the
hierarchy within the folder.
Clear Descendants:
Deselects all lock check boxes for entries that fall under Child entries in the
selected folder.
Expand All:
Open all folders in the tree, making all locks visible.
Collapse All:
Closes all folders in the tree, hiding all locks.
Summarize:
Opens only the folders containing selected (checked) locks, making all
selected locks visible.
5. Select a tab for instance locks.

A list of locks is displayed in the rows on the left of the grid. Each column represents a
specific set of data such a routing set or a forecast group.
6. Double-click a cell in the grid to enable access to that lock for that set of data.
Selected cells display a green check mark. Select locks designated View to grant read-only
access. Select locks with other designations, such as Update or Create and Delete to grant
those permissions.
Some locks are date-specific and require that you select a date window set to enable
them. Those locks have a calendar icon next to the locks description. When you
enable the lock, the Date Restrictions dialog box appears. See Defining Date Windows
on page 3-52 for more information.
User Guide
The pop-up menu provides the following options:

Find, Find Next: Search for entries.
Expand All:
Expand all entries to display subentries.
Collapse All:
Collapse all entries and display only the highest level entries.
Cut:
Removes contents of the selected cells and places them on the clipboard.
Copy:
Duplicates contents of the selected cells and places them on the clipboard.
Paste:
Inserts contents of the clipboard into the selected cells.
Clear:
Removes check marks from the selected cells, denying access to the corresponding
locks in those data sets.
Select All:
Selects all cells in all visible columns.
Layout:
Lets you control the properties of the displayed list (grid, or table).
Export:
Sends selected field information to a file or printer.
Allow:
Enables access to the selected lock: that is, the feature (row) and data (column)
represented by the selected cell. If the lock is date-specific, the Date Restrictions
dialog box appears, where you select a date window set.
You can also double-click a cell to enable or disable access that lock.
Deny:
Disables access to the selected lock. This is the default setting.
Filter:
Opens the Filter dialog box, where you can configure which locks and columns (data
sets) are visible when you view the Security Profile. For instructions, see Filtering
Instance Locks on page 3-60.
Summarized:
Displays only the locks and associated data sets (columns) to which this security
profile has been granted access.
You can copy date-restricted cells and paste them anywhere in the grid; the date restriction is
pasted only if the receiving cells are also date restricted.
7. Select instance locks on the remaining six tabs in the same way.
8. Save the security profile.
Filtering Instance Locks

Filter instance locks to reduce the number of locks you see when viewing one of the instance
lock tabs. This action reduces the complexity of the window and makes the profile easier to
grasp.
To filter instance locks:
1. Right-click an instance lock tab entry and select Filter on the pop-up menu.
The Filter dialog box is displayed.
2. On the tab for the instance lock type (such as Forecast Groups), deselect the check box of
any data set (column) you do not wish to view.
You can also:
Click None to deselect all data sets.
Click All to select all data sets.
Click Clear to restore all check boxes to their previous settings.
3. On the Locks tab, deselect the check box of any locks you do not wish to view.
You can also:
Click None to deselect all locks.
Click All to select all locks.
Click Clear to restore all check boxes to their previous settings.
4. Click OK to save your filter settings.
Managing Date Window Sets in Security Profiles

After you have created a security profile, you can replace or remove its associated date-window
sets without having to open it and edit instance-lock cells individually.
1. On the Security Profiles view, select the security profile, or profiles, you want to change and
use the Special > Manage Date Window Sets option. The Manage Date Window Sets
dialog box appears.
2. In the Change From field, type or select the code of the date window set to be replaced or
removed from the profile.
3. Select either Change To or Deny Access. If you select Change To, also enter the code of
the date window set to substitute in the affected locks.
4. Click OK. The change is executed on all locks associated with the Change From date
window set.
Adding Users
For each person needing access to the software, you must add a corresponding user record. If
the user is not a system administrator, you assign a security profile and an employee filter profile
to that user record to control access to features and data.
To add a user:
1. Open the Users module (File > Open) or select Administration > Access Control > Users
in the navigation tree.
2. Right-click in the grid and select Add on the pop-up menu. The User form appears.
3. On the General page, specify the user name for logging in, as well as default values for the
users first day of week and time zone. You can also make the user active or inactive.
4. On the Access page, select the user type and fill in the required fields for that type:
User Guide
For a regular user or an employee user, select the appropriate employee filter profile
and security profile. If Reserve is installed, also select a seat filter profile.
For an employee user, use the lookup button to select the corresponding employee
record.
For a regular user or administrator, type the users actual first and last names.
5. Save the User form.

After you have created users, you can use the Special > Edit Multiple Users option to set
various security properties for selected users in one operation. You can either edit the users you
have selected in the grid or specify a selection of employee users.
Administrators and regular users also need access to the Aspect Workforce Management
database tables. Under some conditions, you can use the Create Database Account And
Grant Access and Grant Database Account Access options on the Special menu to add
database users and grant them access. The conditions are:
You are an Aspect Workforce Management administrator
Your database user account has the required permissions
In your RDBMS, you are using database roles rather than application roles
If you do not meet these conditions, a database administrator must complete those tasks. For
more information about permissions and roles, contact your database administrator (DBA).
Deleting a User
As with most types of data, you can delete a selected user by selecting Edit > Delete. However,
if there is data associated with the user, you must either delete it first or associate it with another
user. The Delete option itself enables you to easily perform the latter alternative.
After you select Yes at the confirmation prompt, the Delete Users dialog box opens. Here you
can associate a different user with the data associated with the user, or users, you are deleting.
The data associated with a user consists of various types records that the user created or
updated and that have an Updated By column in the associated grid. If there is no such data,
you can select the second option (Delete the selected users if there is no data associated
with them).
If there is associated data with a user, select the first option (Associate all data with another
user and delete the selected users) and specify a different user to be associated with the
data. For best results, select a dummy user that you have created only for this purpose, as
opposed to an actual user. For example, you might choose the user name deleted_user.
After you click OK and the deletion is finished, this user name appears in the Updated By
column of all grids containing associated records.
Managing Communication Contacts

You can create a list of contacts who work in, or support, the contact center, and you can
associate those contacts with workforce management entitiessuch as forecast groups and
employee groups. Depending on the module, a user who is viewing information about an entity
can view a list of the contacts associated with that entity and communicate with them. Users can
also view and communicate with contacts using the Contact Directory module (described in
Using Contact Directories on page 2-27).
Managing Communication Contacts
If your organization uses a supported release of Microsoft Lync and you are logged in to Lync,
each contacts presence indicator is visible when a contact directory is displayed; and you can
use menu options to start email messages or IM conversations with contacts.
Use the Contact Definitions module to define contacts and the Contact Associations module to
associate them with entities. The entities with which you can associate contacts are:
Forecast groups
Staff groups
Routing sets
Employee groups
Seat groups (if you are using Reserve)
Contacts can include people within the organization, in addition to contractors, vendors, and
anyone else users might need to communicate with.
If you are using Empower, contacts can also include recipients who need to be notified when
schedule-related events occur for employees in particular employee groups. Use the Contact
Notifications module for this purpose (as described in the Aspect Workforce Management
Empower System Administrator Guide).
You might need to set values for the following system parameters:
EmailCommand:
Specifies the command to be used for opening an email

composition window addressed to a contact.
InstantMessageCommand:
Specifies the command to be used for opening an IM

conversation window addressed to a contact.
PresenceInformationProgID: Specifies the COM ProgID to be used to access presence

information for a contact.
For more information about these parameters, see the System Parameters Reference topic in
the online help.
Defining Contacts
You define a contact by specifying the persons name and other contact information, which can
include the phone number, one or more email addresses, instant message (IM) address, and an
Aspect Workforce Management user name. Only the persons name is required, but you must
specify the email address or user name if you want the contact to receive Empower notifications.
The email address is used for email notifications, and the user name is used for web
notifications. Specifying a user name makes it possible for a regular user or administrator to
receive notifications using the Web Notifications application.
To add a contact:
1. Open the Contact Definitions module by selecting Administration > Communications >
Contact Definitions). The Contact Definitions view appears.
2. Right-click in the grid and select Add. The Contact form appears.
User Guide
3. Type the contacts name in the field provided. The name must be unique among all contacts
in the database.
4. Type the contacts email address in the field provided. You can enter more than one email
address by separating the addresses using commas, spaces, semicolons, or carriage
returns (after you save the contact, each address is displayed on a separate line).
5. Type the contacts IM address, if any, in the Instant Message Address field.
6. If appropriate, type or select the persons user name.
7. Save the form. As an alternative to the usual Save options, you can click Save And Add New
. This option saves the contact and clears the form without closing it, so you are ready to
add another contact.
Notes:
You can also add several contacts at the same time, using the Add Multiple option.
When adding a contact, you can click the Search Active Directory
Active Directory information to create contacts.
If you delete a contact, all associations for that contact are automatically deleted.
toolbar button and use
Associating Contacts with Entities

For users to be able to view contacts associated with specific workforce management entities,
you need to create and maintain associations between contacts and those entities. You can
associate an entity with any number of contacts, and you can associate a contact with any
number of entities.
To create an association:
1. Open the Contact Definitions module by selecting Administration > Communications >
Contact Associations). The Contact Associations view appears.
2. Right-click in the grid and select Add on the pop-up menu to open the Contact Association
form.
a. In the Entity section, click the Type drop-down list and select the type of entity with which
you want to associate the contact.
b. Type or select the code of the specific entity in the field provided.
c. In the Contact section, type or select the contact.
d. Type a description, such as the contact's job role with respect to the selected entity.
3. Save the form.
Note: To create several associations at the same time, right-click in the grid and select Add
Multiple on the pop-up menu. This option lets you associate one or more contacts with
several entities of the same type. For example, you can associate several contacts with
several forecast groups.
Defining Contextual Links
Defining Contextual Links

Contextual links point users to resources that are associated with entities such as specific
employee groups. In certain modules, users working with a particular entity can follow the
contextual links you have created for it: for example, to get help or additional information from an
enterprise SharePoint community.
The types of entities that you can create links for are:
Forecast groups
Staff groups
Routing sets
Employee groups
Seat groups (if you are using Reserve)
Use the Contextual Links module to add, edit, and delete contextual links. To access this
module, use File > Open or select Administration > Communications > Contextual Links in
the navigation pane. This opens the Contextual Links view, where you can add, edit, and delete
links.
To add a link, select Edit > Add, which opens the Contextual Links form. Here you select the
type of entity to associate with the link, in addition to the entity itself.
To define the link itself, you enter values for the following:
Title: The text to display for this link in the links window. This is what a user clicks to open the
links target.
Link: The address of the links target. This is a text string that specifies a resource that the user
would be able to open using the Windows Run command.
User Guide
To validate the link you have entered, you can click the Test button. Table 3-19 shows examples
of various types of contextual links you might create.
Table 3-19 Examples of Valid Contextual Links
Resource Type
Title
URL
Supplies
http://10.160.99.99/supplies.htm
Paychecks
https://my_paycheck.com
Aspect Software
www.aspect.com
Acme FTP
ftp://support.acme.com
Returns Policy
C:\docs\returns_policy.pdf
How To
\\knowledge\share\docs\
Email recipient
Suggestions
mailto:suggestions@govt.gov
Application or
command
Notepad
notepad.exe
Command line
cmd.exe
Zipper
"c:\program files\zippy\zipper.exe"
File or network
Link
Note: If a link includes one or more spaces (as with the Zipper example above), you must
enclose it in quotation marks.
To view contextual links, users can select the Special > Links option in a view or window that
supports this feature. For details about this option and where it is available in the software, see
Using Contextual Links on page 2-28.
4
Chapter 4
Working with Employee Information

This chapter explains the processes and guidelines for entering employee information using
Aspect Workforce Management.
Overview
For each employee you want to track using Aspect Workforce Management, you need to create
an individual record. Each employee record includes not only general identification and
administrative information, but also extra fields that you customize for your own use. It also
includes information about the employees group assignments, skill associations, and schedule
preferences.
Most of the work of entering this information takes place at setup time, after you define your
extra fields and create your employee groups. From then on, you add and change employee
information, as needed: for example, when new employees are hired, when employees expand
their skills, and when employees move into different groups.
Employee records can be associated with several other database entities, such as work
schedules, employee groups, and personal accounts; and a number of modules display or use
this information. To facilitate managing employees, you can use the Employee Datacenter
module to arrange employee-related data of all types and create custom views for different
purposes.
Modules for Entering Data

Use the following Employees modules to add, view, and change the information for individual
and multiple employees, including their IDs and status information, extra field information,
employee group assignments, and schedule preferences.
The primary modules for entering employee information are:
User Guide
Employee Records, which lets you add, view, and operate on individual or multiple
employees in a master list. You enter each employee's information using the Employee
Information form.
Employee Group Assignments, where you focus on individual employee groups and see
particular employees only when looking at the group(s) to which they are assigned.
Employee Information, which provides a quick way to edit a single employee record.
Chapter 4: Working with Employee Information
Use the Employee Records module to add new employees. The other modules let you edit
employee information, including group assignments. With both the Employee Records and
Employee Group Assignments modules, special options are available for entering the same
information for several employees at once.
The Import Employees feature in the Employee Records module is also available. If you
maintain employee information outside of Aspect Workforce Management (in a payroll system,
for example), you might be able to create your employee records by exporting that information
and using the Import Employees feature to read it into the database. For more information, see
Importing Employee Information on page 4-14.
The Employee Information Form

Use the Employee Information form to enter and view information about a specific employee.
This form is accessible from several modules.
Enter the information on the following pages, as needed:
GeneralEnter the essential identification and status information about this employee, such
as name, ID, email address, and hire date.
Extra InformationEnter extra information about the employee on one or more extrainformation pages set up by an administrator.
Group AssignmentsAssign the employee to one or more employee groups.
SkillsEnter the employees skill associations.
ACD Login IDEnter the employees ACD login IDs (optional).
Assigning Employees to Groups

You can assign employees to groups that you created to represent various aspects of your
operation. Each group assignment begins on a certain date and lasts either indefinitely, or until
you assign the employee to a different group in the same tree (at which time the first assignment
is stored with an ending date).
Using Employees modules, you can:
Assign an employee to a group.
Assign several employees to the same group.
View or update an employees group assignments while editing that employee record.
Each employee groups icon indicates the assignment restrictions, if any, that you have placed
on it:
The group cannot have employees assigned to it directly (only indirectly, by assigning
them to a child group).
The group can have employees assigned to it directly, some of whom can be leaders.
Understanding Your Employee Group Permissions
The group can have employees assigned to it directly, but not leaders.
An employee can belong to more than one group at the same time, but only if those groups are
in different employee trees. In other words, within the same tree, the employees group
assignments must be for different date ranges.
There are several ways to assign an employee to an employee group, depending on which
module you select.
Understanding Your Employee Group Permissions

If you are a regular user, your ability to view individual employee records is controlled by your
permissions to access the employee groups to which those employees belong. If the employee
filter profile assigned to you does not grant access to a particular employee group, you cannot
view information for the employees assigned to that group.
For groups you do have access to, your permission to view employee information can be
restricted based on the dates that employees were, are, or will be members of those groups. For
example, you might not be able to view information for employees whose group membership
begins more than two weeks in the future.
If you try to change or delete an employees group assignment such that the employee will not
be visible to you as a result, the software displays a message and does not save the transaction.
This issue can also occur:
When creating an employee record, if you try to assign the employee to a group not allowed
in your filter profile.
When terminating an employee, because the termination date becomes the ending date for
the employees group assignments, and that date might be too far in the past or future.
The same restrictions apply whether you are operating on one employee or several.
Viewing or Updating Employee Group Assignments

To view or update an employees group assignments:
In the navigation pane, select Employees > Employees > Employee Records.
Select File > Open > Employee Records.
A list of existing profiles is displayed on the right.

2. Double-click the employee record (or right-click the record and select Edit). The Employee
Information form appears.
3. Go to the Group Assignments page, where you can add new assignments or edit and
delete the employees existing ones.
Note: If you are a regular user, your ability to view individual employee records is controlled by
your permissions to access the employee groups to which those employees belong. If
you try to change or delete an employees group assignment such that the employee will
User Guide
no longer be visible to you, the software displays a message and does not save the
transaction.
Assigning Several Employees to the Same Group

To assign several employees to the same group:
In the navigation pane, select Employees > Employees > Employee Records or
Group Assignments.
Select File > Open > Employee Records or Employee Group Assignments.
2. In the tree on the left, select the employee group to which you want to assign the
employees.
Each groups icon indicates the assignment restrictions, if any, that you have placed on it.
If you are using the Employee Records module, you can several employees to be assigned
at the same time. You can either drag-and-drop them to the target group or use the pop-up
menu (see next step).
3. Right-click the selected group and select Assign Employees on the pop-up menu (or the
Special menu).
Or, if you are using the Employee Group Assignments module, you can right-click the
assignments list on the right and select Add. The Assign To Group dialog box appears.
4. Use the Employees selection page to select additional employees or change the current
selection.
5. Click OK to create the group assignments.
Other Options for Entering Employee Information

You can perform the following tasks from either the Employee Records or Group Assignments
module under Employees in the navigation pane:
Add the same skill association for all of the selected employees
Enter the same extra information for all of the selected employees
Enter schedule preferences (individually) for the selected employees
Manage preference sets for multiple employees
Copy an employees schedule preferences to other employees or other preference sets
Add, change, or delete ACD login IDs for the selected employees (optional feature)
Change the status of selected employees
Create or edit an employees Aspect Workforce Management user record.
Entering Employee Skills
Additionally, you can create or update employee records using the external Employee Import
program.
Entering Employee Skills

You describe an employees skills by creating one or more skill associations for the employee,
each of which corresponds to a particular work state that the employee is qualified to handle.
Given an employees skill associations, Aspect Workforce Management knows which trial
schedules might be suitable for that employee when using Automatic Assignment or
Preference-Based Scheduling: those having segments representing those work states.
Each skill association begins on a certain date and lasts either indefinitely, or until a specific
date. Each skill association also has a priority number that you can use to indicate relative
proficiency; that is, relative to the employees other skills, as well as to the proficiency of other
employees in this same area.
Using Employees modules, you can:
View or update an employees skill associations while editing that employee record
Add the same skill association for one or more employees
Viewing or Updating Employee Skill Associations

To view or update an employees skill associations:
2. Double-click the employee record, or right-click the record and select Edit. The Employee
Information form appears.
3. Go to the Skills page, where you can add new assignments or edit and delete the
employees existing ones.
Adding an Employee Skill Association

To add a skill association for one or more employees:
2. Multiselect the employees for whom to create the skill association (the skill information you
enter will be identical for all of them).
If you do not see all of the employees for whom you are looking, you can add to your
selection at a later time.
3. Select Special > Skills. The Skill Entry dialog box appears.
User Guide
4. Enter skill information for the employees.

This Skill Entry dialog box provides an employee selection page. If necessary, select the
Employees tab to add employees or modify the current employee selections.
5. Click OK to create the skill associations.
Terminating or Inactivating Employees

Aspect Workforce Management lets you terminate employees who will be leaving your
organization permanently and inactivate employees who will be on extended leave.
When you terminate an employee, you normally leave the employee active until the specified
termination date. You then make the employee inactive, which effectively makes that
employees information disappear. As often as needed, perhaps daily, you can sort the list of
employees by Termination Date, select those employees whose termination dates have arrived,
and select Special > Change Employee Status to make them inactive.
Changing Employee Status

To change the status of selected employees:
2. Select one or more employees.

If you do not see all of the employees you want to change at this point, you can add to your
selection later.
3. Select Special > Change Employee Status. The Change Status dialog box appears.
4. Select the appropriate options on the Status page to indicate how you want the information
changed.
5. Select the Employees tab to verify or change your employee selection, as needed.
6. Click OK to save the changes.
Deleting Employees
You can easily delete an employee that you have just addedfor example, if you created an
employee record by mistake. If the employee has been associated with other Aspect Workforce
Management information, particularly official schedules, it is usually better (and easier) not to
delete the employee. Instead, you can terminate and inactivate the employee and maintain the
integrity of your tracking history, especially intra-day performance information.
To delete an employee:
1. Terminate the employee, using the Special > Change Employee Status option described in
the previous section. On the Change Employee Status dialog box:
a. Under Employee Status, select the Change To option.
Entering Schedule Preferences
b. Select the Terminated option and specify the termination date. The termination date
must be the current system date or a previous date.
2. Delete all data records that refer to the employee explicitly and that block employee
deletion. To view these cross-references, select the employee and select the Tools > Show
Cross-References option, which opens the Cross Reference Summary dialog box.
3. If the employee is an employee user, use the Users administration module to change that
user to an inactive, regular user.
4. In the Employee Records grid, select the employee.
5. Select Edit > Delete and confirm your choice when prompted.
Deleting the employee removes any remaining cross references, such as trial schedule
assignments.
The Cross Reference Summary dialog box (mentioned in step 2) displays the dependent data
types and the number of records of each type that exist in the database. Table 4-1 lists these
data types and indicates which types block deletion of an employee record.
Table 4-1 Data Types Dependent on an Employee Record
Dependent Data Type
Blocks Deletion?
Agent Productivity Actual Data
No
Audit Trail Segments
No
Official Segments
Yes
No
Rosters
No
Schedule Preferences
No
Schedule Requests
No
Schedule Trade Requests
No
Seat Reservations
No
Shift Bids
Yes
Trade Bulletin Board Posts
No
Trial Schedules
No
Users
Yes

To assign employees to schedules using automatic assignment or preference-based
scheduling, you should enter schedule preferences for as many of the employees as possible.
Schedule preferences tell the assignment process how much time each employee wants to work
and what days of the week and times of day the employee prefers. For best results, each
employee should have alternate, or fallback, preferences in case the employees first choice is
not available. The assignment process prioritizes them according to your instructions.
User Guide
If you are using eSchedule Planner, agents can enter their own preferences using a web
browser. The preferences are stored the same way, regardless of which software is used to
enter them.
To enter an employees schedule preferences:
2. Right-click the employee in the list and select Schedule Preferences. The Schedule
Preferences form appears.
3. Select the preference set in the tree (or add it to the tree), and add or edit the employees
preferences in that set.
The type of set determines the structure of the preferences.
4. Select the Unavailable Times tab and enter any times in which the employee is unavailable
for duty.
The times you enter are stored by preference set, so you might need to enter the same
unavailable times in all sets. For more information about unavailable times, see More About
Unavailable Times on page 4-10.
5. Select or add another preference set, and enter preferences and unavailable times.
6. Save the form and either close it or select another preference set to continue entering
preferences.
More About Preferences

Just as there are two methods of automatic assignmentsingle-schedule and multipleschedulethere are two types of schedule preferences. The most obvious difference between
them is that multiple-schedule preferences include a goal for the number of paid hours, or the
number of days, the employee needs to work per week. Equally important is the difference in
how the preference lines are evaluated by the assignment process; but this difference is of
consequence only if you enter more than one line per preference (of the single-schedule type).
Preference-based scheduling uses only multiple-schedule preferences.
Schedule preferences are stored in preference sets. A given set can be used for a specific type
of assignment (single- or multiple-schedule) and can include preferences for any employees you
choose. Preference sets can also include unavailable times: that is, specific time periods in
which specific employees cannot be on duty. You create a preference set using the Employee
Preference Set Definitions module (see Creating Preference Sets on page 3-27), but you enter
employees preferences individually, using the Employees modules.
Employees for whom you do not enter preferences can still be automatically assigned to
schedules, because each preference set is associated with default preferences. However,
default preferences cannot be expected to result in the same level of employee satisfaction as
individual preferences.
How Single- and Multiple-Schedule Preferences Differ

The most obvious difference between single-schedule preferences and multiple-schedule
preferences is that multiple-schedule preferences have an overall goal that specifies the number
of hours, or the number of days, the employee needs to work per week. This tells the
assignment process, either automatic assignment or preference-based scheduling, when to
stop assigning the employee to additional schedules. In single-schedule assignment, the goal is
clear: each employee gets only one schedule.
A less obvious difference is that single-schedule preferences are like folders, each one
containing one or more preference lines of detail, while multiple-schedule preferences are only
preference lines (plus the weekly goal). This difference is important only if you decide to enter
single-schedule preferences having more than one line per preference. In that case, you need to
remember that such a preference results in an assignment only if all lines in that preference are
satisfied.
With multiple-schedule preferences, the assignment process considers each line independently;
if Line 1 cannot satisfy the weekly goal (or minimum), the process continues with Line 2, and so
on, until the weekly goal (or minimum) is satisfied. The most important preferences should be in
Line 1.
Weekly goal (total work time)
Line 1
Time preferences for Monday thru Wednesday
Line 2
Fallback choices for Monday thru Wednesday
Line 3
Time preferences for any days of the week
Line 4
Fallback choices for any days of the week
If you entered single-schedule preferences having one line per preference, the process works
similarly. If Preference 1 does not result in an assignment, Preference 2 is considered, and so
on, until a match is found.
Preference #1:
Line 1
Time/day preferences for entire week
Preference #2:
Line 1
Fallback choices for entire week
This approach works best for schedules in which the employee will be starting at the same time
and working the same span each day (or in which the differences between days will be
insignificant). If start times or spans vary significantly within schedules, you might choose to
enter multiple lines per preference. This allows you to make each line apply to only certain days
of the week (using the Days selector on the Preference Line dialog box) so that all of those lines
together can be matched to a schedule that satisfies them. For example, an employee might
want to work later during the first part of the week, earlier during the latter part of the week, and
User Guide
never on Sunday. You could express this using two lines per preference, where each line has
only certain days selected.
A schedule must satisfy both lines
in order to satisfy Preference #1.
Preference #1:
Line 1
"Late" time preferences for Monday thru Wednesday
Line 2
"Early" time preferences for Thursday thru Saturday

(Note that Sunday is omitted,
because the employee wants
that day off.)
Otherwise, the process moves

on to Preference #2.
Preference #2:
Line 1
Fallback choices for Monday thru Wednesday
Line 2
Fallback choices for Thursday thru Saturday
In a situation such as this, the order of the preferences is important. Preference 1, for example,
should always be the employees first choice. But the order of the lines within a preference is
less important. The order of the lines comes into play only when there is more than one
schedule that will satisfy them, and when the preference lines include a bias for earlier/later
times or shorter/longer spans. In that case, Line 1 is considered most important, Line 2 less
important, and so on.
In the previous situation, Line 1 might include a bias toward early lunchtimes, while Line 2 might
include a bias toward longer spans. Because Line 1 is first, the employee is more likely to get a
schedule having early lunchtimes on those days than one having long spans on the other days.
If long spans were more important, you could re-order the lines.
More About Unavailable Times

As part of each preference set, you can define specific periods of the week when particular
employees are unavailable for duty; for example, Sundays from 7:00 a.m. to noon. Whenever a
given preference set is in use, the automatic assignment or preference-based scheduling
process will not assign an employee to a schedule that includes any portion of any unavailable
time you defined for that employee.
Specifying unavailable times simplifies the task of entering preferences, because unavailable
times function as exceptions to the rule. For example, if an employee cannot work on a
particular day of the week, you enter that constraint only one time (per preference set), rather
than having to repeat it in each schedule preference. This feature is especially important when
an employee is unavailable for only part of a particular day.
Unavailable times also let you distinguish between the times an employee wants to be off duty
and the times the employee must be off duty. In general, only the latter should be entered as
unavailable times. There is no requirement that an employee have the same unavailable times
in each preference set. Your preference sets might be geared to specific times of the year, in
which both preferences and unavailable times can be different.
Managing Preference Sets for Multiple Employees
Managing Preference Sets for Multiple Employees

Before an employees schedule preferences can be entered in a particular preference set, the
preference set must be associated with the employee. You can make that association
individually by adding the preference set on the same form you use to enter preferences. You
can also make the association for any number of employees at the same time, using the
Manage Preference Sets option of Employees Records. Doing so is especially useful if
employees will be entering their own schedule preferences using eSchedule Planner, because
eSchedule Planner does not enable agents or supervisors to make this association themselves.
The Manage Preference Sets option also provides you with two other abilities:
You can break the association between selected employees and a particular preference set,
deleting the employees preferences in the process
With a multiple-schedule type preference set, you can specify the same weekly goal for all of
the selected employees
Associating Employees with a Preference Set

To associate employees with a preference set:
2. Optionally, select the employees for whom to add the preference set.
You will be able to select additional employees or change your selections in a later step.
3. Select Special > Manage Preference Sets. The Manage Preference Sets dialog box
appears.
4. Select the Employees tab to review your selection of employees and add other employees.
5. Return to the General page and select the preference set.
6. Select Add/Update Preference Set as the action.
If the Set Goal section is enabled, you can also specify a weekly goal.
7. Click OK to close this dialog box and save your changes.
Breaking the Employee and Preference Set Association

To break the association between employees and a particular preference set:
1. Follow the procedure described in Associating Employees with a Preference Set on page 411.
2. In step 6, select Remove Preference Set as the action.
Using this option deletes all preferences in the set for the selected employees.
User Guide
Setting or Changing a Weekly Goal

Use the Manage Preference Sets option, as needed, to add or change the weekly goal for
selected employees. You can do this when you first associate employees with the preference
set or anytime later.
To set or change a weekly goal:
1. On the Manage Preference Sets dialog box, select a multiple-schedule type preference set.
2. Select Add/Update Preference Set as the action.
3. Select the Set Goal option.
4. Select one of the following options and enter the value, depending on how you want to
express the weekly goal:
Hours and MinutesType the minimum and maximum number of paid hours in the
fields provided, using the format hh:mm.
WorkdaysType the number of workdays per week.
5. Optionally, select View > Employee Filter to filter employees based on Preference Set
assignments.
6. Click OK to close this dialog box and save your changes.
Reordering Schedule Preferences and Preference Lines

Each employees schedule preferences or preference lines are numbered for ranking purposes.
In general, the lower the number, the higher the priority given by the automatic assignment or
preference-based scheduling process. How this order affects the assignment process in specific
terms depends on the type of assignment: single-schedule or multiple-schedule.
The type of preference (single- or multiple-schedule) also determines the procedure for
changing the order.
Reordering Single-Schedule Preferences

To reorder single-schedule preferences:
1. Open the employees Schedule Preferences form.
2. In the tree on the left, right-click the preference set, and select Reorder Preferences. The
Reorder dialog box appears.
3. Rearrange the preferences.
4. Click OK and save the Schedule Preferences form.
If you created a preference with more than one line, you can reorder the lines within that
preference. Select the preference and follow the last two steps in the following procedure.
Copying an Employees Schedule Preferences
Reordering Multiple-Schedule Preferences

To reorder multiple-schedule preference lines:
1. Open the employees Schedule Preferences form.
2. Select the preference set.
3. Right-click anywhere in the list on the right and select Reorder. The Reorder dialog box
appears.
4. Rearrange the preference lines.
5. Click OK and save the Schedule Preferences form.
Copying an Employees Schedule Preferences

In a single procedure, you can copy all of an employees schedule preferences from a particular
preference set to a specified preference set for selected employees. This is useful mainly when
several employees have the same, or similar, preferences. You can enter one employees
preferences in the usual way and copy them to any number of employeesin either the same
set or a different set. You can edit the preferences for the individual employees to account for
any differences among them.
To copy an employees schedule preferences:
In the navigation pane, select Employees > Employees > Employee Records or
Group Assignments.
Select File > Open > Employee Records or Employee Group Assignments.
(Use whichever module is most convenient for locating the employee.)

2. Right-click the employee in the list and select Copy Preferences. (You can actually select
any employee at this point; you will be able to substitute the correct employee before
copying.)
3. When the Copy Preferences dialog box opens, use the Source page to specify the
preference set from which the preferences are to be copied and whether to copy
preferences, unavailable times, or both. Also specify whether or not to overwrite existing
information in the target set.
4. Select the Target tab and do the following:
Specify the preference set to which the preferences are to be copied.
To copy to only one employee's preferences, or to look up target employees individually,

use the Employee field.
To select multiple target employees, use the employee selector controls in the lower part
of this dialog box.
Note: Your selection can include the employee whose preferences you are copying;
however, nothing changes for that employee unless the source set is different from
the target set.
5. Click OK to copy the preferences.
User Guide
Importing Employee Information

You can use the Employee Records module to import employee information from an external file
into Aspect Workforce Management.
The Import Employees feature in this module lets you retrieve employee information stored in
other systems and store it in Aspect Workforce Management employee tables. This feature
eliminates the need for you to manually enter the information.
This Import Employees feature lets you do the following:
Import general employee information
Import extra employee information through the use of extra fields
Add new employees and employee information
Modify and update existing employee information already in the database, including
assignments, skills, and ACD login IDs
Before using the feature, prepare the required comma-separated ASCII file to use as an import
file as described in the following section.
Preparing the Import File

Importing employees requires information in an ASCII comma-separated value file. The file
must meet the following requirements:
The first record (row) must contain the required field names and variable field names
included (columns) in the file.
Each record must terminate with a carriage return or line feed.
Field names in the first record must appear exactly as noted in the following sections, or the
feature will not process the remaining records.
Required fields contain general employee information.
Variable fields contain additional employee information, such as: employee group
assignments, skills, and ACD login IDs.
All date fields use a four-digit year format.
Blank fields comprise commas with nothing in between, as shown in the Sample ASCII
Comma-Separated Value File on page 4-22.
Fields that exceed the maximum length truncate to the maximum length without warning.
Using an Alternative Separator

If the default settings for your operating system have a comma designated as the decimal
separatoras with some non-U.S. localesthe Microsoft ODBC driver will not accept commas
as separators in a comma-separated values file. Instead, it expects the file to use semicolons as
separators.
To work around this issue, you can use Regional and Language Options (in Control Panel) to
change your locale to English (United States). Before using the Import Employees feature, verify
that numbers are displayed using a period as the decimal separator.
Completing Fields
When setting up your import file, include all of the fields defined in Table 4-2 and, optionally, any
fields defined in Table 4-3. If a field entry does not apply to your import, include the field name,
but use commas with no entry between to specify empty fields in the records.
Table 4-2 Parameters for Required Fields
Field Name
Maximum
Length
Description
REC_TYPE
Record type (0 = insert; 1 = update)

0New employee insert; the record contains information for an employee not yet in
the database.
1Update information for an employee already in the database; the record contains
the changes.
ID
LAST_NAME
FIRST_NAME
SHORT_NAME
10
30
30
30
Employee ID. The system strips leading and trailing blanks from the ID, which is
justified according to the system parameter EMP_RT_JUST setting.
For employee inserts (record type 0), this must be a new ID.
For employee updates (record type 1), this ID must already exist.
Employee last name.
For employee insertsRequired.
For employee updatesIf blank, the last name remains unchanged.
Employee first name.
For employee updatesIf blank, the first name remains unchanged.
Employee short name

May be blank.
User Guide
For employee insertsIf blank, the system creates a short name.
For employee updates
If blank with completed first or last names fields, the system creates a new
short name.
If blank with blank first and last name fields, the short name remains
unchanged.
Table 4-2 Parameters for Required Fields (continued)

Field Name
Maximum
Length
Description
SORT_NAME
60
Employee sort name.

May be blank.
HIRE_DATE
10
For employee insertsIf blank, the system creates the sort name.
For employee updates
If blank with completed first or last names fields, the system creates a new
sort name.
If blank with blank first and last names fields, the sort name remains
unchanged.
Employee hire date.

May be blank.
ACTIVE_FLAG
For employee insertsIf blank, the hire date defaults to the current system
date.
For employee updatesIf blank, the hire date remains unchanged.
Employee active flag setting.
For employee updatesIf blank, the active flag setting remains unchanged.
Use one of the following values:
SENIORITY
12
T, t= true
F, f= false
Y, y= yes
N, n= no
Employee seniority.
May be blank.
For employee updatesIf blank, the seniority remains unchanged.
EMAIL
255
Employee email address.

May be blank.
For employee updatesIf blank, the email address remains unchanged.
MEMO
255
Text to associate with the employee.

May be blank.
For employee updates:
If completed, the system adds a line feed or carriage return after the existing
text and appends the new text to the current memo.
If blank, the memo remains unchanged.
Optional fields can be present after the required fields. They can be populated or blank,
depending on the intended outcome.
Table 4-3 Parameters for Optional Fields
Field Name
Maximum
Length
Description
NEW_ID
10
New employee ID, to replace the employees current ID. The system strips
leading and trailing blanks from this value, which is justified according to the
system parameter EMP_RT_JUST setting.
TIME_ZONE
60
For employee inserts (record type 0), this field is ignored.
For employee updates (record type 1), this field is used orif blankignored.
Time zone associated with the employee. The value of this fieldif any
overrides the time zone you specify when running the Employee Import program.
For both employee inserts and employee updates, this field is used
unless it is blank or missing. For an employee update, an employees
current time zone gets changed only if there is a valid value in this field.
Time zones must be enclosed in quotation marks and must be spelled out
in full, as displayed in Aspect Workforce Management. Some valid
examples are:
"(GMT- 03:00) Buenos Aires"
"(GMT+ 02:00) Helsinki, Kyiv, Riga, Sofia, Tallinn,
Vilnius"
"(GMT- 07:00) Mountain Time (United States - Arizona)"
IM_ADDRESS
255
Employee instant message address.

May be blank.
For employee updatesIf blank, the email address remains unchanged.
Using Variable Fields

Variable fields, which are also optional, are defined by groups of fields. The name of each field in
a group ends with the same suffix, x, where x is a number such as 1, 2, or 3, to associate the
field with other fields in that group.
Define employee extra fields in a group of two fields.
Define employee group assignments in a group of two fields.
Define employee skills in a group of four fields.
Define employee ACD login IDs in a group of three fields.
For example, to include ACD login IDs, you must have the following three fields in the initial field
descriptions record (where x is a digit, for example 1):
,ACD_INST_CODE_1,ACD_LOGIN_ID_1,ACD_GRP_ID_1,
User Guide
In the employee record, the last three entries would be:

,ACD1,1,3465,
See Sample ASCII Comma-Separated Value File on page 4-22 for a complete example.
Completing Employee Extra Fields

Use two consecutive comma-separated fields to define each set of employee extra fields, where
x groups the fields. For example, the following fields define two groups of employee extra fields:
,EMP_EXTRA_FIELD_1,EMP_EXTRA_VALUE_1,
EMP_EXTRA_FIELD_2,EMP_EXTRA_VALUE_2,
Table 4-4 describes employee extra fields.
Table 4-4 Parameters for Employee Extra Fields
Field Name
Maximum
Length
Description
EMP_EXTRA_FIELD_x
30
Name of the employee extra field with value in

EMP_EXTRA_VALUE_x.
May be blank. If blank, the system makes no insertion or updates to the
EMP_EXTRA_FIELD_x.
EMP_EXTRA_VALUE_x
30
Value of the employee extra field with field name in

EMP_EXTRA_FIELD_x.
May be blank.
For employee insertsIf blank, the value of the employee extra field
is blank.
For employee updatesIf blank, the employee extra field remains

unchanged.
Completing Employee Group Assignments

Use two consecutive comma-separated fields to define each set of employee group assignment
fields in the import file, where x groups the fields.For example, the following fields define two
groups of assignment fields:
EMP_GRP_CODE_1,EMP_GRP_START_DATE_1,
EMP_GRP_CODE_2,EMP_GRP_START_DATE_2,
Table 4-5 describes employee group assignment fields.

Table 4-5 Parameters for Employee Group Assignment Fields
Field Name
Maximum
Length
Description
EMP_GRP_CODE_x
30
Employee group code.

If blank, the system makes no group assignment.
For employee inserts and updates, the system creates employee
group assignments based on the rules of assignment in Employees
Records. The assignment is effective from the specified start date to
the next start date in the assignments within the same tree for that
employee.
If the next start date is for an assignment to the same group, the
start date adjusts to the new start date.
If the next start date is for an assignment to a different group, the

stop date of the new assignment is set appropriately for the start
date of the next assignment.
If there is no assignment beyond the new one, the stop date is

infinity.
If the previous assignment is to a different group, the stop date

adjusts to the start date of the new assignment.
If the previous assignment is to the same group, this does not

affect existing assignments.
Place assignments into the import file in chronological order for

proper processing. The system requires two assignments to
effectively insert an assignment in the middle of an existing
assignment. For example, the first assignment would be to a new
group and its start date, and the second assignment would be to the
old group and its restart date.
EMP_GRP_START_DATE_x
10
You cannot delete an existing group assignment using import.
You cannot move the start date of an existing assignment

forward using import. To delete or move start dates forward, use
the Employees Records module.
Start date when the employee became a member of the group in

EMP_GRP_CODE_x.
If blank, the system defaults to the current system date.
Completing Employee Skill Fields

Use four consecutive comma-separated fields to define each set of employee skills in the import
file, where x groups the fields. For example, the following fields define two groups of employee
skills.
,EMP_SKILL_CODE_1,EMP_SKILL_START_DATE_1,EMP_SKILL_STOP_DATE_1,
EMP_SKILL_PRIORITY_1,
,EMP_SKILL_CODE_2,EMP_SKILL_START_DATE_2,EMP_SKILL_STOP_DATE_2,
EMP_SKILL_PRIORITY_2,
User Guide
Table 4-6 describes employee group assignment fields.

Table 4-6 Parameters for Employee Skill Fields
Field Name
Maximum
Length
Description
EMP_SKILL_CODE_x
30
Skill code to assign to this employee.

May be blank.
If blank, the system makes no skill assignment for
EMP_SKILL_CODE_x.
For employee inserts and updates, the system creates the
employee skill according to the rules in Employees Records.
If the imported skill overlaps the same skill in the existing skills for
that employee, the system adds an error to the log during the
validity check.
Importing always adds a skill.
Edit skills using the Employees Records module.
EMP_SKILL_START_DATE_x
10
Start date of the skill in EMP_SKILL_CODE_x.

If blank, the start date defaults to the current system date.
EMP_SKILL_STOP_DATE_x
10
Stop date of the skill in EMP_SKILL_CODE_x.

If blank, the skill is open ended.
EMP_SKILL_PRIORITY_x
Priority of the skill in EMP_SKILL_CODE_x.

The valid range for skill priority is 199.
If blank, the priority defaults to 1.
Completing Employee ACD Login ID Fields

Use three consecutive comma-separated fields to define each set of employee ACD login IDs in
the import file, where x groups the fields. For example, the following fields define two groups of
ACD login IDs.
,ACD_INST_CODE_1,ACD_LOGIN_ID_1,ACD_GRP_ID_1,
ACD_INST_CODE_2,ACD_LOGIN_ID_2,ACD_GRP_ID_2,
Importing the Employee Data
Table 4-7 describes employee ACD login fields.

Table 4-7 Parameters for Employee ACD Login ID Fields
Field Name
Maximum
Length
Description
ACD_INST_CODE_x
30
Code of the ACD instance to which this ACDlogin ID belongs.

May be blank, no ACD login ID exists for ACD_INST_CODE_x.
For employee inserts and updates, the system creates the employee ACD
login ID for this ACD instance according to the rules in Employees
Records.
Importing always adds an ACD login ID.
Edit ACD login IDs using the Employees Records module.
ACD_LOGIN_ID_x
20
ACD login ID of the ACD instance in ACD_INST_CODE_x.

May be blank, if ACD_INST_CODE_x is also blank.
ACD_GRP_ID_x
32
ACD group ID for the ACD login ID, if required for the instance in
ACD_INST_CODE_x.
May be blank, if ACD_INST_CODE_x is also blank, or the ACD instance
model does not require an ACD group ID.
Importing the Employee Data

To import employee data from an external application:
1. Select Employees > Employees > Employee Records.
2. On the Special menu, select Import Employees. The Import Employees dialog box opens.
3. In the Filename field, type the full path name of the file to import, or use the lookup button to
select it.
4. In the Separator field, type the character to recognize as the field separator in the input file.
5. Select the Update Each Employee Separately check box to validate each record imported
as a separate transaction. If this box is not selected, all records are considered to be a single
transaction, so that either all records pass or all fail.
6. In the Transaction Filename field, type the full path to where the error CSV file will be
located, or use the lookup button to select the file.
7. Select the time zone to be used for new employee records when the file does not specify the
employee timezone, and click OK.
If an error occur during the import, a notification is displayed, and the error is logged to the Event
Viewer module.
User Guide
Sample ASCII Comma-Separated Value File

Note: The following sample contains indents and forced line breaks for easier reading; do not
add indents or line breaks to your import file.
Managing Employees with Employee Datacenter

Using the Employee Datacenter module, you can arrange employee-related data of all types
and create custom views for different purposes. A view is a collection of data bands that you
have assembled, any of which can show current information related to the employees listed in
the grid. This enables you to keep track of many types of employee-related information in one
place, without having to navigate to different modules. Yet there are several options available for
opening other modules directly using data in the grid. And the Cart feature lets you create a
special list of employees selected from the grid and copy that list for use in other modules.
To open the Employee Datacenter window:
1. Use File > Open or select Employees > Employee Datacenter in the navigation pane.
2. Enter an initial reference date and click Open. The Employee Datacenter window opens.
The reference date determines which date-specific data is included in the display. For
example, you might set up a view that shows schedule information seven days later than the
reference date.
Using the Employee Datacenter Window

The Employee Datacenter window is where you create views and use them for various
purposes. Each user has only one Employee Datacenter window. However, you can create as
many views as needed (within the limits of your systems- and network performance). Figure 4-1
is a diagram of the main parts of the window. Labels in italics represent variable information.
menu and toolbar

Views
Employees
Selected date
toolbar
Employee
Data band
Data band
list of views
employee
names
and IDs
grid
grid
toolbar
monthly
calendars
Cart
Details
toolbar
list of
employees
grid (with tabs, depending on selections above )
Figure 4-1 Layout of Employee Datacenter Window

The details pane at the bottom of the window generally displays information for the currently
selected employee that is not included in the grid data but is related to it. If more than one data
band has detailed information for the employee, their details are separated by labeled tabs.
To change the reference date, use the date navigation pane on the right side of the window. You
can select a different date by clicking it in the calendar or by using one of the date navigation
buttons above the calendar.
To access resources (links) associated with particular employee groups, do the following:
1. Add an Employee Group or Employee Class data band to the view.
2. Select any employees assigned to the groups whose links you want to display.
3. Select Special > Links to open the links window.
Even if you have not added a data band you can view employee group links by right-clicking in
the links window and selecting Show All.
You can also temporarily change your time zone to display data as if you were in a different time
zone: on the toolbar, click the lookup button next to the displayed time zone.
User Guide
Working with Data Bands

When you first open the Employee Datacenter window, Aspect Workforce Management
automatically creates a default view and prompts you to select a data-band type to add to it.
From then on, you add data bands using the following procedure:
1. In the Views pane, select the view to which you are adding the data band.
2. Click the Add Data Band
opens.
button on the uppermost toolbar. The Add Data Band dialog box
3. Select a data-band type and click OK.

4. Configure the new band (if required) and save it. The Add Data Band dialog box reopens so
you can add another data band.
5. When you have finished adding data bands, click Cancel to return to the grid.
To edit a data band:
1. Select the View menu to display the options for the data bands included in the current view.
The data bands are listed at the bottom of the menu (and also at the bottom of the pop-up
menu for the grid).
2. On the menu select the data band of interest; this opens a submenu.
3. On the submenu, select Configure. This opens the same dialog box you used to add the
data band.
4. Change the configuration as needed and click OK to finish.
To delete a single data band: Select it on the View menu and select Delete on the submenu;
then confirm the deletion as prompted.
To delete multiple data bands:
1. Click the Delete Data Bands
dialog box opens.
button on the uppermost toolbar. The Delete Data Bands
2. Select the data bands to be deleted.

3. Click OK to delete the selected bands.
Managing Views
The Views pane on the left side of the window lets you create and manage views using the
following buttons on its toolbar. These options are also on the Edit menu:
Edit View:
Opens the Edit View dialog box, where you can edit the name of the
selected view and its associated memo.
Add View:
Opens the Add View dialog box, where, where you can create a new view,
entering its name and (optionally) an associated memo.
Duplicate View: Lets you create a new view by copying its data bands and settings from
the selected view. Opens the Duplicate View dialog box, where you name
the view and enter its memo.
Delete Views:
Opens the Delete Views dialog box, where you can select specific views
and delete them.
On the Special menu, there are also options for exporting and importing views. These options
enable you and other users to share each others views:
Export Views:
Opens the Export Views dialog box, where you select the views you want to
export and save them to a file.
Import Views:
Opens a Windows dialog box, where you select an import file, and the Import
Views dialog box, where you select the views you want to import.
Opening Other Modules

To open the Employee Information form for an employee, double-click that employee in the
Employees band. Depending on which data bands are in the current view, you can open
windows from other modules for an employee. Double-click a cell in the desired data band to
open the associated window, or right-click it and select the option on the pop-up menu.
Table 4-8 on page 4-25 shows which windows are available and which data bands they are
available in.
Table 4-8 Data Bands with Access to Other Modules
Window
Related Data Bands
Employee Information form
ACD Login IDs

Employee
Employee Class
Employee Filter/Selector
Employee Group
Employee Supergroup
Extra Fields
Skill
Official Schedule Editor form
Equity Rule
Intra-Day Time Line
Official Schedule Summary
Official Segment
Schedule Profiles
Schedule Trades
User Guide
Table 4-8 Data Bands with Access to Other Modules (continued)

Window
Related Data Bands
Segment Worksheet form (menu)
Equity Rule
Intra-Day Time Line
Official Segment
Schedule Profiles
Schedule Trades
Superstate Hours
Intra-Day Time Line
Personal Account Transactions form
Personal Account Balance
Roster form
Roster
Schedule Preferences form
Seat Reservation Editor form
Seat Reservations
Seat Reservation Worksheet form (menu)
Seat Reservations
Seat Reservation Desk form (menu)
Seat Reservations
Seating Overview window (menu)
Seat Reservations
Request Viewer window
Request Bid
Segment Requests
Trial Schedule Editor form
Shift Bid
Trial Schedule
User form
User Logins
Working with the Cart

The Cart pane on the lower left is where you park employees you have selected in the grid, in
much the same way you use a shopping cart when shopping at a commercial web site. You
typically use the Cart as a way of gathering employees to create a special selection that you can
use in another view or another module. However, there can be any number of uses for this
feature; for example, you might use the Cart simply as a reminder to take follow up actions with
certain employees.
The list of employees in the Cart remains the same for all views, and you can add employees to
it from any view. The most direct way of adding employees is to select them in the grid and then
select Edit > Add To Cart. Or, if you have selected Enable Drag-and-Drop on the grid's pop-up
menu, you can drag-and-drop the selected employees to the Cart. You can also copy the
selected employees in the grid and paste them into the cart.
If you want to hide all employees in the grid except for those in the Cart, click the Filter By Cart
toolbar button. To show all hidden employees, click this button again. Note that some
employees in the Cart might not be included in the current view; enabling the Filter By Cart
option does not display those employees in the grid.
You can use the employees in the Cart as a selection for further processing with any module or
feature that supports the Employee Selector. To do this:
1. If you want to reorder employees in the Cart before copying them, drag-and-drop each
employee up or down in the list as needed.
2. Select the employees to be copied and then select the Copy option.
3. Go to the feature where you want to use the employees and open the Employee Selector
dialog box (or the equivalent tab).
4. Paste the employees to the Selected list.
Sending Messages and Data to Selected Employees

You can compose an email message to the employees you have selected in the grid and send
the message to the email addresses in their employee records. There are two options for doing
this, both on the Special menu:
Send an E-mail Launches your email client software and opens a new message window. Here
Message:
you can see the email addresses of the selected recipients before sending, and
you can add other recipients if needed.
With this method, your own email address is identified as the sender, so
recipients know exactly who sent the message. They also see the addresses of
the other recipients (unless you manually move the recipients to the BCC
category).
To launch the email client, this feature uses the EmailCommand system
parameter.
E-mail Merge:
Opens the E-mail Merge dialog box, where you compose a message. You have
the option to select summary and detailed information from the current view to
include as email attachments, individualized for each employee.
Before using this option, be sure that the summary and detail grids are laid out
and filtered exactly as you want the attachments to appear.
With this method, the sender is identified by the email address (SenderID)
configured for the Notification Server component. Employees cannot see any
information about other recipients.
With either method, it is possible that one or more of the selected employees does not have an
email address on record. When you send the message, Aspect Workforce Management first
checks the employee records. If none of the employees has an email address, the software
notifies you and cancels the operation. If some employees have email addresses and others do
not, the software notifies you but gives you the option to send the message anyway.
User Guide
Available Data Band Types

Data bands show information related to the employees listed in the Employee Datacenter grid.
This section describes the types of data bands you can select for inclusion in a view.
It is helpful to first understand the following bands, which have special purposes:
Employee
Following are descriptions of all of the available types of data bands.
ACD Login IDs

This band displays each employees ACD login information for a selected ACD instance. If an
employee has more than one login ID, the first ID (in the sort order) is displayed in the main grid,
and the Count column shows how many login IDs the employee has.
The details pane shows all ACD Login IDs for the selected employees.
To edit an employees ACD login IDs, double-click that row in this band.
Daily Time Line

This band provides a daily summary of each employees official schedules for a selected range
of nominal dates. The main column displays the predominant state in a selected perspective.
Typically this is a work state or the default state (if the employee has no schedule). You can also
include columns that indicate whether the employee has an open segment request or trade
request for that date.
The column labels are:
S: The image and/or background color of the predominant state. You can hover your mouse
cursor over a cell to see additional information: A count of employees in the same
predominant state for the period, the other resolved states in the schedule, and the total
durations of the resolved states.
R: Whether the employee has an open segment request for the nominal date.
T: Whether the employee is involved in an open trade request for the nominal date.
The details pane contains two tabs: Schedule View and Grid View. The schedule view displays
all of the resolved states for the selected employees. It is similar to Official Schedule Editor but
without the editing capabilities. The grid view displays the resolved states in a grid.
Double-clicking a cell in this band opens Official Schedule Editor for that employee, where you
can view and edit the employees segments. Or you can right-click selected employees for other
options: on the pop-up menu, select the label of the data band (the perspective code) and open
either Segment Worksheet or Request Viewer on the submenu. (The Request Viewer option
is available only if the R column is currently included.)
Employee
This is the leftmost band in the grid, and it is read only. Its purpose is to identify and describe
each employee in the grid and provide row headings for all other bands. You can configure the
columns to be displayed (using the show/hide button) and re-order them as needed, but you
cannot move the band itself. By default, several Employee columns are hidden.
Employee Class
This band shows each employees group assignment, if any, for a selected employee group
class on a particular nominal date.
For this type of data band, there is no detailed information displayed in the lower pane.
This is the primary mechanism you use to retrieve employee records for display in the grid, and
it is typically the first data band you add to a view. Most other data bands do not retrieve
employees; rather, they display information relevant to the employees retrieved by this band.
When configuring this band, you can use either the employee filter or the employee selector to
retrieve employees. The default band label is Employees.
This band has only one column, labeled Included by default. A check mark in this column means
that the employee is included in the selection for this band; if there is no check mark, then the
employee is included in some other selection for a different band, such as another instance of
Employee Filter/Selector.
You can remove employees from this band by selecting them in the grid and then selecting
Special > Employees [or whatever label you configured] > Exclude Selected Employees. The
employees are removed from the grid (unless they are also included in another data band). In
addition, if you used the Employee Filter option to retrieve the employees, the filter is
automatically converted into a selection of individual employees.
Employee Group
This band shows each employees group assignment, if any, in a selected employee tree for a
particular nominal date. The band label is the code of the employee tree you select, followed by
the current reference date.
The details pane shows all employee group assignments for the selected employee.
Employee Supergroup
This band shows whether each employee belongs to a selected employee supergroup for a
particular nominal date. The band label is the code of the supergroup you select, followed by the
current reference date.
User Guide
Equity Rule
This band shows each employees equity score (schedule count) for a selected equity rule and
nominal date. The band label is the code of the equity rule you select, followed by the current
reference date
The details pane shows a summary of each schedule included in the Schedule Count column for
each of the employees selected in the grid.
To view or edit a schedule, right-click it in the details grid; on the pop-up menu, select the option
to open either Official Schedule Editor or Official Segment Worksheet.
Extra Fields
This band shows the values of selected employee extra fields for each employee.
If you have defined an extra field with a data type of Integer, you can use the Special > Change
Extra Field option to renumber its values for the selected employees, based on the current sort
order. Selecting this option opens the Change Extra field dialog box, where you specify the
sequence of numbers. For best results, use this option with a view that includes an Extra Fields
data band; this lets you view the current values and the results of changing them.
Intra-Day Time Line

This band shows each employees resolved schedule for a selected perspective and span of
time. The display format is similar to that of the Intra-Day Time Line module (see Using IntraDay Time Line on page 12-30).
The details pane showsfor the employees selected in the gridthe number of employees in
each state and each period.
You can move your mouse over a particular cell to see its resolved state and the number of
employees in that state for that time period.
can view and edit the employees segments. Or you can right-click selected employees to view
and edit their segments: on the pop-up menu, select the label of the data band and open either
Official Schedule Editor or Official Segment Worksheet from the submenu.

This band shows each employees schedule information for a particular nominal date. The
displayed information is the same as that of the Schedule Summary module but includes
segment code descriptions.
The details pane shows all segments for the selected employees and nominal date.
Official Schedule Editor or Official Segment Worksheet on the submenu.
Official Segment
This band shows information about a selected official segment code to which employees are
assigned on a particular nominal date. If an employee has another instance of that segment on
the same nominal date, only the first instance is shown in the main grid.
The grid cells are displayed using the text and background colors configured for the segment
code.
The details pane shows all segments for the selected employees and nominal date.
Official Schedule Editor or Official Segment Worksheet on the submenu.
Personal Account Balance

This band shows account balances (in hours) for the employees selected in the grid, for a
selected personal account, as of a certain date.
The details pane shows the transactions that resulted in the balances for the employees
selected in the grid.
You can double-click a balance to open the Personal Account Transactions form for that
employee, where you can edit transactions if needed. Or you can right-click selected
employees to view and edit their transactions: on the pop-up menu, select the label of the data
band and select Personal Account Transactions on the submenu.
Request Bid
This band shows information about a selected request bid for each employee, including the
employees rank number and the number of requests in each status (such as Open, Official, and
Defer).
Note: This band retrieves all employees who are participating in the request bid, even if they
are not included in your current selection or filter.
The details pane shows the requests entered by the employees selected in the grid.
You can double-click a cell in this band to open the Request Viewer window for that employee.
Or you can right-click selected employees to view their requests: on the pop-up menu, select
the label of the data band and select Request Viewer on the submenu. To edit a request in the
details pane, double-click it; this opens the Request Editor form.
Roster
This band shows information about each employees roster schedule, in a selected roster, for a
particular nominal date. The information includes the roster line number the employee is on at
that time, in addition to information about the employee's initial assignment to the roster.
Note: This band retrieves all employees who are assigned to the roster on that date, even if
they are not included in your current selection or filter.
User Guide
The details pane shows information about the detail segments for the employees selected in the
grid.
You can double-click anywhere in the Roster band to open the Roster form, where you can view
and edit the roster as needed. Or you can open this form by right-clicking the grid: on the pop-up
menu, select the label of the data band and select Roster on the submenu.
This band summarizes each employees schedule preferences, if any, within a selected
preference set. The information includes whether the employee is assigned to that set, the
number of preference lines and unavailable lines, and (if this is a multiple-schedule preference
set), the weekly work goal.
The details band shows the individual preferences for the employees selected in the grid and,
on a separate tab, the employees' unavailable times.
You can double-click a cell in this band to open the Schedule Preferences form for that
employee, where you can view and edit the employees preferences as needed. Or you can
right-click selected employees to view their preferences: on the pop-up menu, select the label
of the data band and select Preferences on the submenu.
Schedule Profiles
This data band shows which of the selected schedule profiles, if any, match each employees
schedule on a particular nominal date. The first profile you have selected is displayed in the
Name and Description columns; all others are displayed in the Other column (you can move the
mouse over that cell to see all of the profiles).
and edit their segments in the same window: on the pop-up menu, select the label of the data
band and select either Official Schedule Editor or Official Segment Worksheet on the
submenu.
Schedule Trades
This band shows information about each employees trade activity, if any, for a particular
nominal date. In the main grid, only successful trades (status of Official) are included, and the
information represents only the most recently created trade for that affected date.
The details pane shows information about all trades for the employees selected in the grid.
Double-clicking a cell in this band opens Official Schedule Editor for that employee and the
others who are involved in the trade, where you can view and edit the employees segments. Or
you can right-click selected employees to view and edit their segments: on the pop-up menu,
select the label of the data band and open either Official Schedule Editor or Official Segment
Worksheet on the submenu.
Right-clicking a trade in the details pane provides an additional option: Diagnostics. This option
opens a Diagnostics dialog box that shows details about the processing of the trade request,
including the message displayed for the employee. You can also move the mouse over the
Diagnostics cell to see the same information in a pop-up.
Seat Reservations
This band is available only if you have installed Reserve. It shows information about each
employees seat reservations for a particular date, including the seat and the reservation times.
If an employee has more than one reservation for that date, in the main grid this information is
limited to the earliest reservation.
The details pane shows the additional seat reservations for that date, if any, for the employees
Double-clicking a cell in this band opens the Seat Reservation Editor form for that reservation,
where you can view and edit the reservations for that seat. Or you can right-click selected seats
to view and edit their reservations: on the pop-up menu, select the label of the data band and
open either Seat Reservation Editor or one of the following on the submenu:
Reservation Worksheet
Seat Reservation Desk
Seating Overview
Segment Requests
This band summarizes each employees segment requests, by request status, for a particular
nominal date or range of nominal dates affected by the request.
The details pane shows all segment requestsexcept for dates you have filtered outfor the
employees selected in the grid.
You can double-click a cell in this band to open the Request Viewer window for that employee.
Or you can right-click selected employees to view and edit their requests: on the pop-up menu,
select the label of the data band and select Request Viewer on the submenu. To edit a request
in the details pane, double-click it; this opens the Request Editor form.
Sequential Shift Bid

This band show information about a selected sequential shift bid for each employee assigned to
it. The Position number is a ranking you can use to generate individual bidding windows
automatically. The Bidding Window columns show information about each employees bidding
window. The Stage column indicates whether the employees bidding window is open (Current)
or in the past or future. The Schedules columns give counts of the number of schedules the
employee is assigned to, or number of assignments pending approval by Checker.
The details pane shows the properties of the trial schedules, if any, for the employees selected
in the grid. This is the same information you see when viewing or editing the schedules
properties.
To view or edit the segments in a trial schedule, right-click it in either grid; this opens Trial
Schedule Editor.
User Guide
Shift Bid
This band shows information about a selected shift bid for each employee assigned to it,
including the employee's rank number and assigned schedule class, if any.
Note: This band retrieves all employees who are participating in the shift bid, even if they are
not included in your current selection or filter.
The details pane shows the class preferences entered by the employees selected in the grid.
Double-clicking a cell in this band opens the Trial Segment Worksheet form for that employee,
where you can view and edit the employees trial segments. Or you can right-click selected
employees to view and edit their segments: on the pop-up menu, select the label of the data
band and open either Trial Schedule Editor or Segment Worksheet on the submenu.
Skill
This band shows, for a selected employee skill, information about each employees assignment
to that skill (if any) on a particular nominal date.
The details grid contains the same information for the employees selected in the grid, plus an
indicator showing whether the skill applies to the current reference date.
Spacer
This is an empty band you can add to enhance the visual separation between two data bands.
There are no configuration options for it. After adding the spacer, drag-and-drop it between the
data bands you want to separate.
Superstate Hours
This band shows each employees total hours in a selected superstate for a particular date or
date range.
The details pane shows the dates and hours that contribute to the total hours for the employees

This band shows whether each employee has posted a message on the Trades Bulletin Board
(in eSchedule Planner) for a schedule within the date range you specify. If so, it shows the
earliest post, and total number of posts, entered by the employee within that range.
The details pane shows each post entered by the employees selected in the grid.
Trial Schedule
This band shows detailed information about each employees trial schedule in a selected
schedule set. If an employee has multiple trial schedules, the schedule with the lowest
sequence number is displayed in the main grid.
Date Options for Data Bands
This band retrieves all employees who are assigned to a trial schedule in the selected set, even
if they are not included in your current selection or filter.
The details pane shows information about all the trial schedules in this set for the employees
User Logins
This band displays the information about each employees Workforce Management user record.
Date Options for Data Bands

Many of the data band types available for use with Employee Datacenter provide common
options for selecting the date, or date range, of the data to display in the grid. These options are
on the dialog box you use to configure the data band.
When you configure a band that displays data for a single day, you select one of the following
options:
Reference date:
Displays data for the reference date: that is, whichever date you select in
the calendar pane.
Days relative to the

reference date:
Displays data for a date earlier than or later than the reference date.
Enter the number of days by which to offset the data from the reference
date. For example, entering 1 selects the data for the next day, while
entering -1 selects the data from the previous day.
Specific date:
Displays data for a fixed date, which you enter here. The same data is
displayed in the grid regardless of the reference date you select.
Day of the reference Displays data for a specific day of the week in which the reference date
week:
occurs. Select the day of the week from the drop-down list. For example,
if you have selected Monday, Mondays data is displayed for whichever
week you select in the calendar pane.
Fiscal period of the
reference date:
Displays data for the beginning or end of the fiscal period in which the
reference date occurs. Enter (or select) the code of the fiscal calendar to
use; then select whether to display data for the first or last day of the
period.
When you configure a band that displays data for a range of days, you select one of the
following options:
User Guide
Reference date:
Displays data for the reference date: that is, whichever date you select in
the calendar pane.
Days relative to the

reference date:
Displays data for a date range that changes when you select a different
reference date. Enter the number of days by which to offset the From and
To dates from the reference date. For example, entering -1 and 1 in the
From and To fields respectively selects data for the reference date (0), the
day before it (-1), and the day after it (1).
Week of the
reference date:
Displays data for the week in which the reference date occurs.
Month of the
reference date:
Displays data for the month in which the reference date occurs.
Year of the reference Displays data for the year in which the reference date occurs.
date:
Fiscal period of the
reference date:
Displays data for the fiscal period in which the reference date occurs.
Enter (or select) the code of the fiscal calendar to use.
Specific dates:
Displays data for a fixed range of dates. The same data is displayed in the
grid regardless of the reference date you select. Enter the From and To
dates to define the range.
The Include Dates option, if enabled, lets you filter the range of dates. In the drop-down list,
select the series of dates to include within the range:
All dates [selected by default]
Before the reference date
On or before the reference date
On or after the reference date
After the reference date
This option is disabled if you have selected the Reference Date option or Specific Dates option.
5
Chapter 5
Using AutoRun to Automate Tasks

This chapter explains how to use the AutoRun feature to schedule various Aspect Workforce
Management tasks to run unattended.
Setting Up AutoRun Processes

You use the AutoRun utility to set up certain tasks (such as run reports, make trial schedules
official, and perform a system cleanup) for automatic execution at designated times. You set up
an AutoRun process from any workstation and your Aspect Workforce Management application
server runs it at the specified times. You can monitor and control this activity from any
workstation.
There are two ways to set up a task as an AutoRun process:
From within a particular moduleTypically, the modules are: Reports modules, Trial
Schedule Manager, Allocation Set modules (Contact Allocation Sets and Staff Allocation
Sets), or Housekeeper modules.
From the AutoRun Manager moduleGives you central control of all AutoRun features.
With this module, you select the task, edit its properties, and define its AutoRun settings.
For any AutoRun process, you specify whether it should run once or at regular intervals, and
select a queue into which it is placed. To end a process, you can use AutoRun Manager to
deactivate or remove it. Or, you can return to the module where you automated the task,
deactivate it, or deselect its AutoRun status. A third option involves pausing the queue
associated with the AutoRun process.
Procedure
To set up an AutoRun process:
1. Use one of the following methods to open the AutoRun module:
In the navigation pane, select Administration > AutoRun Manager.
Select File > Open > AutoRun Manager.
The AutoRun Manager view appears, listing any processes already scheduled. By default,
the list is grouped by AutoRun queue.
2. Right-click the grid on the right and select Add to open the Add AutoRun Process dialog box.
User Guide
Chapter 5: Using AutoRun to Automate Tasks
3. Select the type of process to run and click OK to open the setup dialog box for that type of
process.
4. Use the options on the AutoRun page to name the process and specify when to run it.
5. Click OK to save the process to the selected queue.
6. For reports, select the printer you want to use for the AutoRun process and click OK.
If you are setting up a report, a Print dialog box appears, where you select the printer to use. Do
not select an output device that will require further input (such as a filename). See the following
section for more information.
The printer you select must also be available on the AutoRun workstation (generally, the
application server). This can be a network printer, a printer connected to your workstation, or a
printer connected to the AutoRun workstationsas long as it is visible in the Printers list on both
your workstation and the AutoRun workstation. For help in identifying or setting up shared
printers, contact your network administrator.
Information Displayed for AutoRun Processes

The grid in the AutoRun Manager view provides several details about each process:
Description:
The user-defined, or default, description of the process.
Next Run:
When the process is scheduled to run next.
Active:
Whether the process is active ( ) or not.
Frequency:
How often the process is schedule to run.
Interval:
If the frequency is intra-day, shows the number of hours and minutes to

wait between runs.
Days:
If the frequency is intra-day or daily, shows the days of the week on which
the process is scheduled to run.
From and To:
If the frequency is intra-day, shows the earliest and latest times of day in
which to run the process.
User Name:
The name of the user who originally created the process.
Last Day of Month: If the frequency is monthly, shows whether the run date is always the last
day of the month ( ) or not.
Canceled:
If the process has been canceled during execution, displays a check mark.
Start Time:
If the process is currently running, shows when it started.
Process:
The default description of the process.
Synopsis:
If the process is a report, shows the name of the report you selected.
Memo:
The memo, if any, associated with the process. To view the full text of a
memo, move your mouse cursor over that cell in the grid.
The grid also shows the code, description, and status of the queue selected for each process.
AutoRun Limitations
You can temporarily change your time zone to display the data as if you were in a different time
zone: on the toolbar, click the lookup button next to the displayed time zone.
AutoRun Limitations
When AutoRun executes a process on the AutoRun workstation, no further user interaction is
possible. If a process or output device needs human input in addition to what you provided when
setting it up, AutoRun waits for the input indefinitely and the process never finishes. This
limitation applies to two types of processes:
Reports:
If you choose the Print option for output, do not select an output device
(such as Adobe PDF Writer) that requires further input from you, such
as an output filename.
AutoRun
Windows Application:
Do not specify a process that requires, or might require, further input

from you.
If a process has paused waiting for input, you can run it manually it by right-clicking it in the grid
and using the Run Now option to run it on your own workstation; AutoRun then prompts you for
the required information when you click OK. Remember to deactivate or delete the process so it
does not obstruct other processes in that queue.
You can also use this Run Now procedure, before scheduling a new process, to find out whether
the process might require further input. If you are prompted for input when running the process
on your own workstation, then you know that scheduling the job on the AutoRun workstation will
not be successful. (On the other hand, the absence of such a prompt does not guarantee that
additional input would never be required.)
Canceling Processes
To end a process, you can use AutoRun Manager to deactivate or delete it. A third option
involves pausing the queue associated with the AutoRun process.
Creating Additional AutoRun Queues

When you install Aspect Workforce Management, the COMMON AutoRun queue is created and
activated automatically. If this single queue is not adequate for your needs, you can create one
or more additional queues. This can be useful if there are several users, or groups of users, who
need to schedule and manage their own AutoRun processes. In that case, having separate
queues can simplify process management and reduce the likelihood of mistakes.
You can create a new AutoRun queue using the AutoRun Queue Definitions module. To
activate the queue, you need to contact your Aspect Workforce Management customer support
representative for assistance.
To create an AutoRun queue:
User Guide
Chapter 5: Using AutoRun to Automate Tasks
In the navigation pane, select Configuration > Automatic Processes > AutoRun
Queues.
Select File > Open > AutoRun Queue Definitions.
A list of existing queues appears.

2. Select Edit > Add. The AutoRun Queue form appears.
3. Enter the new code and description.
4. Enter the computer name of the server handling this queue. (This value is not casesensitive.)
5. Save the form.
Part 3
Forecasting
Explains the forecasting process and gives guidelines for creating forecasts, including
working with scenarios and updating historical patterns.
User Guide
Aspect Confidential
Part 3: Forecasting
Aspect Confidential
6
Chapter 6
Forecasting
This chapter explains the forecasting process and provides guidelines for creating various types
of forecasts using Aspect Workforce Management.
Forecasting Overview
Forecasting is both a planning tool and the first step toward creating a set of optimal work
schedules. Accurate budgeting and scheduling depend on creating an accurate forecast.
A typical forecast is based on historical patterns Aspect Workforce Management maintains for
each forecast group and staff group. In the beginning, these are preset by your Aspect support
staff, based on the results of an in-depth statistical analysis of your historical data. From then
on, you regularly update these statistics yourself by entering recent contact data captured by the
Aspect Workforce Management ACD interface. With each update, assuming that the selected
contact data is normal, your historical patterns become more accurate.
In some situations, you can substitute your own patterns so you can evaluate what if
possibilities or forecast for unusual days. You also need to experiment with several other
assumptions that affect the results (for example, your service quality goal). Aspect Workforce
Management helps you keep up with all these settings, as well as specific objectives, by
grouping them in scenarios. You can create any number of different scenarios, change their
settings at any time, and use them again and again to generate new output.
Forecasting Process
Tasks included in the forecasting process include:
User Guide
Using the one of forecasting modules to view, graph, print, create, edit, or delete a forecast
run
Using the Historical Patterns modules to view, update, or modify the historical patterns you
will use to create forecasts
Using the Scenario modules to view or modify the scenario assumptions you will use to
create forecasts
Using the Overrides modules to use override sets to create forecasts (for example, if you are
creating forecasts for an Allocate contact center)
Chapter 6: Forecasting
Different forecasting options are available (on the Create Forecast dialog box and the
Forecasting Wizard), depending on whether or not you use Allocate, and on whether you have a
single-skill configuration or a multiskill configuration.
Note: Included in the Forecasting modules is Requirement Sets, which you can use to specify
staffing goals for staff groups for which you want to optimize intra-day work assignments.
For more information, see Optimizing Intra-day Work Assignments on page 10-15.
About Contact Volume Forecasts

A contact volume forecast is a prediction of the offered contact volumes for specific fiscal
periods, days, or intra-day periods.
Predicted contact volumes (contact volume forecasts) are based on historical patterns that
Aspect Workforce Management maintains for each forecast group. In the beginning, these are
preset by your Aspect support staff, based on the results of a statistical analysis of your
historical contact data. From then on, you regularly update these historical patterns using recent
contact data retrieved automatically using the ACD interface.
Each forecast is further based on the scenario assumptions you provided. Scenario
assumptions include the forecasting basis, fiscal calendar, and many other options.
Most users create two kinds of contact volume forecasts:
Daily volume forecastPredicts the total volume of contacts for each day of the span of
time you specify. Create a daily volume forecast as your first step toward an accurate set of
schedules. Verify the forecast daily totals and make sure they agree with what you expect
before creating additional forecasts.
Intra-day volume forecastPredicts the total volume of contacts for each intra-day period
of each day of the span of time you specify. Create an intra-day volume forecast as your
second step toward an accurate set of schedules. Verify the intra-day totals and make sure
they agree with what you expect before creating additional forecasts.
About Staffing Forecasts

A staffing forecast calculates, for each intra-day period, the number of agents required to handle
the forecast contact volume for that period. This is based on the staffing assumptions you
established in the selected scenario.
When Aspect Workforce Management creates a staffing forecast, it can account for the forecast
volume, AHT, randomness of work arrival, desired occupancy levels, shrinkage, and other
scenario assumptions and historical patterns. The resulting forecast provides for the minimum
number of staff required to realistically handle the forecast workload while meeting your
organizations service quality (or revenue) objectives.
Create a staffing forecast as your third step toward an accurate set of schedules. Verify the
forecast staffing requirements and make sure they are in line with what you expect before
creating schedules.
About Budget Forecasts
About Budget Forecasts

Budget forecasts provide you with the forecast volumes for each fiscal period, and, based on
historical patterns and scenario assumptions, the following budget information for each period.
For forecast groups:
Volume
Potential revenue
Telephone cost
Abandoned contact cost
Net revenue
You have the option to exclude telephone costs or abandoned contact costs from the report. If
you exclude both types of costs, the Net Revenue column is also excluded.
For staff groups:
Base hours
Base FTE
Total FTE
Total hours
Holiday hours
Peak positions
Wage cost
When you view or print the results of a budget forecast, separate pages are produced for each
forecast group and each staff group.
About Service Analysis Forecasts

A service analysis forecast is a special forecast that calculates staffing requirements for a given
fiscal period based on varied service quality values. You can base service quality on either
average delay or service levels.
In general, a service analysis forecast is most useful when you are trying to decide on a service
quality goal and want to compare the staffing requirements of several possible levels of service
quality. As Table 6-1 illustrates, the basic question a service analysis forecast answers is: How
User Guide
many staff will be needed in order to achieve a certain service quality in a particular fiscal
period? (Or the inverse: How would changing my staffing levels effect my service quality?)
Table 6-1 Example of Service Analysis Results
Average Delay
Base Staffing
Total Staffing
Hours
FTEs
Hours
FTEs
20
21085
122
32686
189
40
20322
118
31515
182
60
19981
116
31006
179
80
19750
115
30639
177
100
19604
114
30419
176
120
19485
113
30251
175
The hours (of work) and number of FTEs listed under Base Staffing represent bodies-in-chairs
values. The values under Total Staffing are adjusted for shrinkage percentages.
As with other types of forecasts, service analysis calculations are based on the historical
patterns and scenarios associated with the selected forecast group and staff group (or routing
set).
Before running a service analysis forecast, you should make sure that all historical patterns for
the selected forecast group and staff group (or routing set) are accurate and up to date, and that
the assumptions are correct in the forecasting and staffing scenarios associated with these
groups (or this routing set).
About Workload Forecasts

When Aspect Workforce Management creates a workload forecast, it forecasts the total duration
of all contacts for each intra-day period, not counting any time spent in queue. This quantity is
equal to the number of forecast contacts times the average handle time per contact. A workload
forecast is a special kind of volume forecast that estimates volume in terms of duration, rather
than number.
Staffing Requirements Calculation for a Multiskill Routing Set

For staff groups that are part of a multiskill routing set, staffing requirements cannot be
calculated the same way as with conventional routing (in which each forecast group is
associated with only one staff group). If two forecast groups contacts are routed to three staff
groups, a shortage of agents in any one staff group can be offset by adding agents to one, or
both, of the other staff groups. This means that there can be many answers to the problem of
how many staff are required for each staff group; different combinations of single-skilled and
multiskilled agents can all satisfy the service quality.
Because service quality is meaningful only for the forecast group as a whole (that is, when all
the associated staff groups are considered together), it cannot be used as the basis for
calculating the requirements for an individual staff group. Aspect Workforce Management must
Forecasting and Scheduling for Long Service Delays
consider other assumptions and constraints, which describe the proficiencies, the costs, and the
availability of the agents represented by each staff group. The right answer is the one that is the
most practical or cost effective to implement in your work center (given that the service quality
will be met).
To specify each staff groups practical and economic assumptions, use:
The Associations page of the Routing Set form (Routing Set Definitions module)
Specify the routing priority for each forecast group or staff group association, indicating
whether certain staff groups are preferred over others, with respect to particular work
The Wages page of the Staffing Scenario form (Scenarios module)Enter the wage
rates associated with each staff group so that relative costs can be considered in
determining the best mix of agent skills
The Multiskill page of the Staffing Scenario formEnter staffing thresholds to set limits
on the size of the staff group, as well as AHT factors to indicate the staff groups proficiency
levels for each forecast group
These assumptions apply whenever the routing set and the scenario are used in a staffing
requirements calculation, whether for forecasting, scheduling, intra-day performance, or
optimization (of breaks and meetings).
Aspect Workforce Management uses a set of linear equations to arrive at the solution that best
satisfies the overall objective: to achieve the service quality at the lowest cost, subject to the
assumptions you have specified for each staff group. Erlang calculations are used only in
establishing staff-group utilization targets to maintain the service quality.
Note that any routing set can include single-skill routing; that is, it can include a forecast group
and a staff group that are associated only with each other. For such one-to-one associations,
staffing requirements are calculated in the conventional wayusing an Erlang formula, and
based on the service quality. If the forecast group has a service quality goal with a long
acceptable delay (as with email contacts), required staff is calculated using the same linear
equations as with multiskill routing sets.
Forecasting and Scheduling for Long Service Delays

You can forecast and schedule not only for telephone calls, but also for contacts with long
service delays, such as e-mails and other kinds of messages. Aspect Workforce Management
can model contacts that take as long as 48 hours to be answered, and your service quality goal
for those contacts can be any delay within that period. To take advantage of this feature, you
need to complete some special setup steps:
User Guide
Because service quality goals are specific to individual forecast groups, you must designate
one or more forecast groups as consisting entirely of message contacts. To do this, use the
Forecast Group Definitions module to edit the forecast group and set the Service Quality
Calculation options appropriately.
To create a basis for forecasting workload, you need to either create volume and AHT
override sets or set up an ACD interface to collect historical data.
To specify the service quality goal for the forecast group, edit the forecasting scenario as
usual. Enter the acceptable delay in hours or minutes, depending on which unit of measure
you selected when setting up this group.
For forecast groups with long service delays, contacts that are not answered in the same
period in which they arrive will overflow to the next period, and will continue to do so until
they are answered. Use the System Parameters module to set the SCHSimMode system
parameter to a value of DEP (for dependent mode).
Depending on the size of the routing set, the length of the acceptable service delay, and the
amount of memory available on your computer, a forecast or schedule run can take a long
timeperhaps several hoursto complete. Aspect recommends that you try several runs,
beginning with a relatively short service delay and increasing it only to the point where there are
significant improvements in schedule efficiency.
Staffing Calculations
For forecast groups with long service delays, the calculation of required staff uses the same
linear programs as does the staffing calculation for multiskill routing sets. (This is the case even
if the selected routing set is single-skill.) Because a contact does not have to be answered in the
same period in which it arrives, the service quality goal can be achieved using a number of
different staffing solutions. The calculation uses assumptions and constraints that describe the
proficiencies, the costs, and the availability of the agents represented by each staff group. You
specify these using the following:
The Wages page of the Staffing Scenario form (Scenarios module), where you enter the
wage rates associated with each staff group so that relative costs can be considered in
determining the best mix of agent skills.
The Multiskill page of the Staffing Scenario form, where you enter staffing thresholds to set
limits on the size of the staff group, as well as AHT factors to indicate the staff groups
proficiency levels for each forecast group.
The calculation also has a built-in assumption that, all else being equal, a contact should be
answered sooner rather than later.
Scheduling
Scheduling for long service delays uses the same process as with scheduling for a multiskill
routing set. The original staffing requirements in the forecast you select as input are merely a
starting point. The scheduling process revises these, as needed, to arrive at a solution that best
satisfies all of your objectives, assumptions, and constraints.
Forecasting Roadmap
The forecasting roadmap illustrated in this section is a series of flow diagrams that break down
the forecasting process into individual tasks and show which information is used to create each
forecast.
The high-level steps involved in accurate forecasting are shown in Figure 6-1 and can be
summarized as follows:
Create a daily volume forecast.
Run an intra-day forecast.
Detailed Roadmaps
Run a staffing forecast.
Aspect Workforce Management does not prohibit you from skipping steps 1 and 2, but it is best
to proceed methodically in accord with the diagrams in this section. Completing each task in
sequence and verifying the output of each run will ultimately help you create work schedules
that meet your service and economic objectives. It is best to proceed to the next task only after
verifying that the forecast results agree with what you know about your contact center, and after
adjusting scenario assumptions and historical patterns as needed. Once proven, these input
parameters generally need to be adjusted less often.
Select routing set (or
forecast/staff groups)
Verify/update
historical patterns
Specify override set(s)
Verify scenario(s)
Not OK
Create
daily volume forecast
OK
Not OK
Create
intra-day volume forecast
OK
OK
Not OK
Create staffing forecast
To special
forecasts
OK
To scheduling
Figure 6-1 High-level Tasks in Forecasting
Detailed Roadmaps
The additional diagrams that follow focus on each of the three main types of forecasts and show
more detail.
User Guide
Daily Volume Forecast

Completing this forecast provides the foundation for forecasting intra-day volumes, as well as
workload and staffing requirements.
Verify
historical patterns
Seasonal factors
Output OK.
To intra-day
volume forecast
Growth rate
Average daily volume
Holiday factors
Normal/Special
operating hours
Select routing set; or

forecast/staff groups
Specify override
Volume override
Create
Verify scenario
Forecasting basis
Supplied volumes
Volume adjustments
Output not OK.
Check inputs.
Supplied growth rate
Figure 6-2 Daily Volume Forecast Roadmap
Intra-Day Volume Forecast

Completing this forecast provides the foundation for forecasting workload and staffing
requirements.
Output OK.
To special
forecasts.
From
Verify
historical patterns
Normal volume
distribution
Output OK.
To staffing
forecast.
Create
intra-day volume forecast
Special volume
distribution
Output not OK.

Check inputs.
Figure 6-3 Intra-Day Volume Forecast Example
Detailed Roadmaps
Staffing Forecast
A staffing forecast provides estimates of the number of staff that will be required throughout
each day. Completing this forecast provides the foundation for generating work schedules that
take staffing requirements into account.
Verify
historical patterns
Shrinkage sets
Output OK.
To scheduling.
Staffing overlays
Daily AHT sets
Normal/Special
AHT distribution(s)
Normal/special
available hours
From intra-day
volume forecast
Specify override
AHT override
Staffing override
Create
staffing forecast
Verify scenario
Staffing basis
Service quality goal
Occupancy levels
Staffing overlays
Output not OK.

Check inputs.
Daily AHT sets

Shrinkage sets
Multi-skill settings
Figure 6-4 Staffing Forecast Roadmap
User Guide
Budget Forecast
A budget forecast provides you with forecast volumes and budget information for each fiscal
period you specify. It is not a necessary step in the forecasting and scheduling cycle.
Verify
historical patterns
Shrinkage sets
Staffing overlays
Daily AHT sets
Normal/special
available hours
From intra-day
volume forecast
Verify scenario
Staffing basis
Create
budget forecast
Occupancy levels
Staffing overlays
Daily AHT sets
Shrinkage sets
Revenue settings
Wages settings
Figure 6-5 Budget Forecast Roadmap
Detailed Roadmaps
Service Analysis Forecast

A service analysis forecast calculates staffing requirements for a given fiscal period based on
varied service quality values. It is not a necessary step in the forecasting and scheduling cycle.
Verify
historical patterns
Shrinkage sets
Staffing overlay
To scenarios
Daily AHT sets

Normal/Special
AHT distribution(s)
Normal/special
available hours
From intra-day
volume forecast
Verify scenario
Create
service analysis forecast
Staffing basis
Occupancy levels
Staffing overlays
Daily AHT sets
Shrinkage sets
Figure 6-6 Service Analysis Forecast Roadmap
Workload Forecast
A workload forecast shows the total duration of all forecast tasks for each intra-day period,
which is calculated simply as volume times AHT. Workload can be an appropriate staffing basis
for tasks that arrive in a smooth, sequential pattern.
Verify
historical patterns
Daily AHT set
Normal/Special
AHT distribution(s)
From intra-day
volume forecast
Create
workload forecast
Specify override
AHT override
Figure 6-7 Workload Forecast Roadmap
User Guide
Creating Forecasts
The process of creating a forecast is essentially the same, regardless of the type of forecast you
want to create. The output of each forecasting run is automatically saved for reporting. You can
also create a forecast using the Forecasting Wizard (see the following section, Using the
Forecasting Wizard).
To create a forecast:
1. Open the Routing Set Forecasts module, using one of the following methods.
In the navigation pane, select Forecasting > Routing Set > Routing Set Forecasts.
Select File > Open > Routing Set Forecasts.
Note: For most purposes, you should use the Routing Set Forecasts module to forecast. In
certain circumstances, however, forecasting for an individual group is necessary (in
which case you should use the Forecast Group Forecasts or Staff Group Forecasts
module).
2. Right-click the Routing Set Forecasts list and select Add on the pop-up menu (or click the
Add toolbar button).
3. On the Create Forecast dialog box, select the type of forecast and fill in the other
information.
4. Click OK to start the forecasting process.
When the process is finished, the forecast run appears in the list.
Using the Forecasting Wizard

The Forecasting Wizard is a step-by-step forecasting walkthrough that turns a somewhat
complex procedure into a simple sequence of fill-in-the-blank pages. Each page of the
Forecasting Wizard appears in sequence, and each prompts you to supply information needed
to continue.
The Forecasting Wizard pages contain controls such as option buttons and drop-down lists; and
fields in which you enter data. Each page that requires you to supply information explains
exactly what information is needed.
For additional information about something in the Forecasting Wizard (for example, the
definition of a term you do not know), refer to the online Help.
Preparing To Run the Wizard

If you are forecasting for a multiskill routing set, be sure to verify the following assumptions
(which will have a major impact on the forecast) before using the wizard. The wizard reminds
you of these assumptions.
To verify the assumptions:
In the navigation pane, select Configuration > Forecasting > Routing Sets.
Forecast Reports
Select File > Open > Routing Set Definitions.
2. Right-click a routing set and select Edit.

3. Select the Associations tab.
4. Verify the forecast group and staff group associations and their assigned priorities.
For each staff group in this routing set, edit the selected staffing scenario.
To edit the staffing scenario:
In the navigation pane, select Forecasting > Staff Group > Staffing Scenarios.
Select File > Open > Staffing Scenarios.
2. Right-click a staffing scenario and select Edit.

3. Select the Wages tab and verify the wage rate for each period.
4. Select the Multiskill tab and verify the staffing threshold values and the AHT factor for
each forecast group listed.
Running the Wizard

To run the Forecasting Wizard:
1. Use one of the following methods to open the wizard:
In the navigation pane, select Forecasting > Forecasting Wizard.
Select File > Open > Forecasting Wizard.
2. Click Open. The Forecasting Wizard dialog box appears.

3. Follow the on-screen instructions.
Forecast Reports
The Forecaster modules provides the reports shown in Table 6-2 to help you manage and check
your forecast runs.
Table 6-2 Forecast Reports
User Guide
Report
Description
Intra-Day Distribution Reports
These reports show a forecast groups intra-day historical

patterns for selected days if the week.
This report lists the input values for a selected outbound

campaign plan. It is available when you are updating an
outbound campaign pattern (Forecast Group > Historical
Patterns > Outbound Campaign Patterns) and you select the
Special > Plan Outbound Campaign option to plan a campaign.
Table 6-2 Forecast Reports (continued)

Report
Description
Fiscal Contact Volume Forecast
Shows forecast contact volume by fiscal period for a selected

range of dates.
Intra-Day Volume Forecast
Shows forecast contact volume by period of day for a selected

range of dates.
Daily Volume Forecast
Shows a daily contact volume forecast for a selected range of

dates.
Intra-Day Workload Forecast
Shows forecast workload by period of day for a selected range

of dates.
Intra-Day Staffing Forecast
Shows the number of required staff by period of day for a

selected range of dates.
Budget Forecast
Shows the forecast cost and revenue for a selected date range
in a fiscal period.
Staff/Service Analysis Forecast
Shows basic and total staff hours and FTE requirements for
varying levels of service.
To view or print a report on a forecast run, double-click the run or select it in the list and select
Print. The Print Options dialog box for that forecast type appears.
Using Override Sets

An override set is primarily used in Allocate configurations as a means to allocate values from
parent groups to child groups. The resulting child override sets can be used as input to schedule
runs, forecast runs, and intra-day performance forecasts.
There three types of override sets are:
Volume
AHT
Staffing
Using an Overrides module, you can create an override set manually, or by importing a schedule
run or forecast run. You can also copy and paste values from data in another Windows
application. You can allocate these override values to child groups, automatically creating
override sets for those groups in the process.
Override sets are not restricted to the operating hours of the forecast group or staff group to
which they belong, and they always cover the hours of 00:00
to 24:00.
To create an override set:
1. Use one of the following methods to open the module.
In the navigation pane, select:
Using Override Sets
On the main menu, select:
File > Open > Volume Overrides
File > Open > AHT Overrides
File > Open > Staffing Overrides
2. Right-click the view pane and select Add to open the Overrides form (Volume, AHT, or
Staffing).
3. On the General page of the form:
a. Select the group (forecast or staff) with which to associate this override set. (This
selection cannot be changed after you save the override set.)
b. Enter a code and a description for the set.
4. On the Overrides page, enter the override values for the dates and times of interest.
You can enter and paste values manually, or you can use Special menu options to import
override data.
5. Save the form.
The Special menu options are as follows:
Import:
Lets you import a forecast or schedule run into the selected override set.
The type of information you import depends on the type of override set:
For AHT or volume overrides, you can import a volume or workload

forecast.
For staffing overrides in a single-skill configuration, you can import a

staffing forecast.
For staffing overrides in a multiskill configuration, you can import a

schedule run.
When you import data, any existing override values for the dates covered
by the run are overwritten.
Import Text File:
Lets you import override values from a specially formatted text file
created outside of Aspect Workforce Management. For forecast groups,
you can import contact volumes or AHT information. For staff groups, you
can import required staff information.
Import IDP:
Lets you import intra-day performance information to the selected

override set. For forecast groups, you can import contact volumes or
AHT information. For staff groups, you can import staffing information.
Merge Override Sets: Lets you can combine other override sets, or parts of them, with the set
you are adding or editing. The override sets can be for any forecast
group or staff group.
User Guide
Using Override Sets in Allocate Configurations

In an Allocate configuration, you create an override set for a parent group, either by importing
values previously created, or by entering values manually. You allocate these values using the
allocation percentages or fixed amounts in a selected allocation set. These allocations
designate the amount of each periods value that each child group should receive. A child
groups override set can be used in forecast, schedule, or intra-day performance runs for that
group.
Using the Allocation Set Modules

Use the Contact Allocation Sets and Staff Allocation Sets modules to create one or more
allocation sets for each parent forecast group or staff group. In an Allocate configuration, these
allocation sets are used with the Overrides modules and the Intra-Day Performance module to
allocate values from the parent group to its child groups.
The values you enter using Allocation Set modules can be percentages, fixed amounts, or a
combination of both types. You enter them by child group, by date, and by period of the day. You
can enter values manually, use the Fill Column option, or copy allocation set data.
You can select to calculate percentages based on a current intra-day performance forecast for
each child group using the Calculate Percentages option. Once an intra-day performance
forecast has been created, the calculate percentages process uses the current schedule tally to
calculate the appropriate percentages for each child group. You can also calculate percentages
using an AutoRun process.
Allocating Fixed Amounts with Percentages

When both percentages and fixed amounts are used for the same intra-day period in an
allocation set, the following general priorities apply:
Fixed amounts are given priority over percentages.
A group that has a fixed amount specified is given at least that number of items unless there
are not enough to satisfy all fixed amounts for all child groups. If there are not enough items,
they are distributed in proportion to the fixed amounts specified.
The specified percentages are used to distribute any items remaining after the fixed amounts
have been distributed.
Because using both fixed amounts and percentages in different combinations can have a variety
of allocation results, you need to find the combinations that best fit your situation.
Creating an Allocation Set

To create an allocation set:
Forecasting > Forecast Group > Contact Allocation Sets
Using Override Sets in Allocate Configurations
Forecasting > Staff Group > Staff Allocation Sets
From the main menu, select:
File > Open > Contact Allocation Sets
File > Open > Staff Allocation Sets
1. Right-click the view pane and select Add. The Allocation Set form appears.
2. On the General tab page, enter the group, code, and description.
3. Select or deselect the Include Adjustments option, and the Include AHT options (for
contact allocation sets only).
4. Click the Values tab. The Values page of the Allocation Set form appears.
5. Select a date in the calendar and enter the percentages or fixed amounts to allocate to
each child group, by period of day.
For faster entry, right-click and use the Fill Column option on the pop-up menu. You can also
copy allocation set data.
The sum of the percentages of your child groups must equal 100 or 0%. You can copy
allocation set data to enter percentages as well.
6. Save the form.
Allocating Overrides
To allocate an override set:
1. Use one of the following methods to open the appropriate Overrides module and display that
view:
From the main menu, select:
File > Open > Volume Overrides
File > Open > AHT Overrides
File > Open > Staffing Overrides
By default, the list of override sets is grouped by forecast group or staff group.
2. In the list on the right, right-click the override set you want to allocate and select Allocate on
the pop-up menu.
3. On the Allocate dialog box, select the allocation set you want to use and specify the range
of dates and times to allocate.
4. Click OK to allocate based on these settings.
User Guide
A new Overrides form appears for each child group (along with the Unallocated Periods
window if there were problems). Each new form contains the allocated override values and
the same code and description as the set you're allocating.
5. Review the results of the allocation and save each of the new (child) override sets if desired.
You can either keep or change the default code and description in each case, and you can
edit the override values before saving.
Using Override Sets in Single-Site Configurations

Override sets can be useful when you want to substitute your own values for volume, AHT, or
required staff in a special schedule run or forecast run. Using an override set bypasses the
parameters that would normally be used in calculating the volume or staffing forecast.
Using AHT Override Sets

An AHT override set is a set of AHTs, by period and by date, that can be used as input to a
staffing forecast, schedule run, or intra-day performance forecast. Using the AHT Overrides
module, you can create an AHT override set by importing a previous days forecast (workload or
staffing), or by entering the AHT values manually. An AHT override set replaces the AHT values
that would normally be calculated from historical patterns.
Each AHT override set is associated with a particular forecast group. You create an AHT set for
a given forecast group, and you use it as input to runs for that same group
Using the Contact Center Calculator

The Contact Center Calculator module gives you quick answers to several kinds of traffic
engineering problems without your having to set up forecasting runs. It is especially suited for
evaluating what-if situations and modeling contact center activity over a relatively short period of
time. Rather than use historical patterns and scenario assumptions, the Contact Center
Calculator uses information that you provide (such as the number of contacts expected and the
number of employees available to handle them during a certain period) and applies the
appropriate Erlang formula to compute the unknown quantity (such as the average delay that
customers experience).
The basic procedure for using the Contact Center Calculator is:
1. Use one of the following methods to open the Contact Center Calculator:
In the navigation pane, select Forecasting > Contact Center Calculator.
Select File > Open > Contact Center Calculator.
2. In the view pane, click Open.

3. Select the appropriate tab for the kind of problem to solve.
The tab labels give you a clue as to their purposes, but trying out each page is the best way
to learn.
4. Set the assumptions.
Using the Contact Center Calculator
5. Select a value to calculate.

6. Type the input values for the other quantities.
7. Note your answers and return to any of the preceding steps to try a different value.
Changing a number causes all affected values to be recalculated immediately.
User Guide
7
Chapter 7
Working with Scenarios

This chapter explains how scenarios are used in Aspect Workforce Management, and how to
create and modify them.
Scenarios Overview
A scenario is a set of assumptions that determine forecasting, scheduling, and intra-day
performance forecasting. You can change these assumptions to reflect your business objectives
and staffing policies, and to plan for unusual periods, operational changes, and all types of what
if situations.
A scenario is associated with either a forecast group or a staff group. There are three kinds of
scenarios: forecasting scenarios, staffing scenarios, and scheduling scenarios. Each forecast
group has at least one associated scenario, the default scenario. A staff group has a default
staffing scenario and a default scheduling scenario.
In addition to the default scenarios, you can create as many of each type as you need, including
what if scenarios that you use to see what might happen if, for example, you changed your
service quality goals. You can create as many scenarios as you want, either by copying an
existing scenario and modifying some assumptions, or by creating a new scenario.
For example, you might create additional scenarios to reflect an unusually busy month (such as
December) with longer operating hours, fewer training sessions and meetings, more part-time
shifts, and a slightly relaxed service quality goal. You would use these scenarios, rather than
your default scenarios, for December forecasting and scheduling.
You can create, view, and modify staffing and forecasting scenarios using the Scenario modules
(Forecasting area).
Designating Default Scenarios

Each forecast group and staff group must have at least one associated scenario; and, each
must have a default scenario. If there is only one scenario associated with a forecast group or
staff group, it is automatically designated as the default.
To change the default scenario:
User Guide
Chapter 7: Working with Scenarios
Forecasting > Forecast Group > Forecasting Scenarios
Forecasting > Staff Group > Staffing Scenarios
File > Open > Forecasting Scenarios
File > Open > Staffing Scenarios
2. In the view pane, right-click the forecast group or staff group to make the default and
select Make Default.
Or, select the forecast group or staff group, and use the select the menu option Special >
Make Default.
3. When prompted, confirm the change.
Note: A Default check box appears on the General page of the Forecasting Scenario form and
on the General page of the Staffing Scenario form. These check boxes are for
informational purposes only, and are always disabled.
A forecasting scenario, along with a staffing scenario and other user-specified assumptions, tells
the forecasting process about your objectives.
Each forecasting scenario is associated with a specific forecast group, and each forecast group
has at least one associated forecasting scenariothe default scenario. You can create as many
what if forecasting scenarios as you want.
For the forecasting scenario, you specify the forecasting basis, staffing basis, and fiscal
calendar on the Configure Scenario dialog box. You can also specify multiple, additional
assumptions using some combination of the following pages on the Forecasting Scenarios form:
General
Growth
Adjust
Fiscal
Daily Volume
Revenue
Service
Intra-Day
Daily AHT
The availability of some pages depends on the basic forecasting assumptions you selected for
this scenario using the Configure Scenario dialog box.
Creating and Modifying Forecasting Scenarios
Creating and Modifying Forecasting Scenarios

Use the Forecasting Scenario module to create and modify forecasting scenarios.
Creating a Forecasting Scenario

To create a forecasting scenario:
In the navigation pane, select Forecasting > Forecast Group > Forecasting
Scenarios.
Select File > Open > Forecasting Scenarios.
A list of forecasting scenarios appears.

2. Right-click the view pane and select Add; or, right-click a scenario in the list and select
Duplicate.
Use Add to create a new scenario and enter all the necessary assumptions. The new
scenario is not be blank, but contains default entries for many assumptions.
Selecting Add displays the Configure Scenario dialog box, where you:
a. Specify a forecasting basis, staffing basis, and fiscal calendar for the scenario.
b. Close the Configure Scenario dialog box. The Forecasting Scenario form appears.
Duplicate is appropriate when you want to create a new scenario that is similar to an existing
scenario; when you want a new scenario with only a few changes.
Selecting Duplicate displays the Duplicate Scenario dialog box where you:
a. Type a code and description for the new scenario.
b. Use the check boxes to specify which assumptions to duplicate.
c. Close the Duplicate Scenario dialog box. The Forecasting Scenario form appears.
3. Enter the assumptions for each page of the Forecasting Scenario form.
4. Save the form.
Modifying a Forecasting Scenario

To modify a forecasting scenario:
Scenarios.

2. Double-click the scenario to modify; or right-click the scenario and select Edit. The
Forecasting Scenario form appears.
3. Enter the assumptions for each page of the Forecasting Scenario form.
User Guide
4. Save the form.

If you opened a forecasting scenario and want to modify the scenario forecasting basis, staffing
basis, or fiscal calendar, select Special > Configure Scenario.
Configuring a Forecasting Scenario

When you create a forecasting scenario, you specify the forecasting basis, staffing basis, and
fiscal calendar you want the scenario to use. You can change any of these settings at any time.
To configure a scenario:
Scenarios.

2. Right-click the scenario to configure and select Edit; or double-click the scenario. The
Forecasting Scenario form appears.
3. Select Special > Configure Scenario. The Configure Scenario dialog box appears.
4. Specify the forecasting basis, staffing basis, and fiscal calendar, then click OK.
Selecting a Forecasting Basis

When creating or modifying a forecasting scenario, you can select to base forecasts generated
from it on one of the following:
Historical Growth Rate:
This growth rate is based on historical data that your organization

has developed over time. This is the recommended forecasting
basis for use with your default scenario, and it represents the best
choice for typical daily operations.
Historical Growth Rate

with adjustments:
Select this option if you want to increase or decrease volume for

specific fiscal periods because of unusual circumstances, and if
the historical growth rate reflects your current situation accurately
for days that fall outside the specified fiscal periods.
User-Supplied Growth Rate: Select this option if you want to specify a growth rate, rather than
use the internally calculated growth rate. The specified growth
rate will be applied to your historical data when forecasts are
generated using this forecasting basis.
User-Supplied Growth Rate
with adjustments:
Select this option if you want to specify a growth rate and make
volume adjustments for specific fiscal periods.
Configuring a Forecasting Scenario
User-Supplied Fiscal Volume: Select this option if you want to supply forecast volumes by fiscal
period rather than have the software generate them. Aspect
Workforce Management divides your supplied volumes among
the days within each fiscal period using the day-of-week factors
associated with this forecast group. With this forecasting basis,
you can also have the software generate forecast volumes based
on your supplied volumes and an equation that you supply.
User-Supplied Daily Volume: Select this option if you want to supply specific forecast volumes
by date, rather than have Aspect Workforce Management
generate them. You can supply a daily volume for any span of
days.
Regardless of which forecasting basis you select, Aspect Workforce Management divides
forecast daily volumes over intra-day time periods, based on the intra-day distribution you
specify on the Intra-day page of the Forecasting Scenario form.
Specify a forecasting basis using the Configure Scenario dialog box, which appears
automatically when you create a new forecasting scenario.
To change a scenario forecasting basis:
1. Double-click the scenario to change.
2. Select Special > Configure Scenario.
3. Make any changes.
How Fiscal Adjustments Work

When you create a forecast that includes an adjusted fiscal period (as listed on the Adjustments
page of the Forecasting Scenario form), the forecast contact volume will be increased or
decreased by the percentage or amount you specified for that fiscal period.
Additional percentages are calculated only for volumes forecast for the days that fall within the
fiscal period. For example, suppose you create a monthly contact volume forecast and you
defined a one-week fiscal period (using the Fiscal Calendar Definitions module); and, that you
entered a percent adjustment there. The percentage is not calculated using the total forecast
volume, but by that portion of the volume that was forecast for the time span defined by the
fiscal period.
Continuing with the example, if 400 total contacts were forecast, and 100 contacts were forecast
for the fiscal period, and you specified a 10 percent adjustment, the forecast for the fiscal period
would be increased by 10 percent (or 10) contacts. These 10 contacts would be added to the
total forecast volume, as opposed to a total increase of 40 contacts if the percentage had been
based on the total forecast volume. If you specify a fixed amount, rather than a percentage, the
total forecast is increased or decreased by the amount you specify.
The additional volume is applied across the days that fall within the fiscal period using the dayof-week factors associated with this forecast group. Regardless of whether you specify an
amount or percentage, forecast volumes for days that are not included in the fiscal period are
not affected.
User Guide
Selecting a Staffing Basis

When creating or modifying a forecasting scenario, you can select one of three approaches to
calculating the number of staff required in each period of the day.
Having forecast the workload for each period, Aspect Workforce Management can:
Calculate the number of staff that will produce the highest net revenue.
To do this, select the Optimization of Costs-vs.-Revenue staffing basis.
Base the required staff on your service quality goal.

To do this, select either the Service Level or Average Delay staffing basis.
Base the required staff only on the forecast workload.

Using the Workload staffing basis (which assumes that bodies-in-chairs staff hours will be
equal to workload hours) is appropriate where the contacts, or tasks, arrive in a predictable,
sequential pattern.
Note: In certain types of staffing forecast runs, the program takes into account the appropriate
shrinkage percentages in order to inflate the required number of bodies in chairs to a
realistic number of required staff.
You specify a staffing basis using the Configure Scenario dialog box, which appears
automatically when you create a new forecasting scenario.
To change a scenario staffing basis:
1. Double-click the scenario to change.
2. Select Special > Configure Scenario.
3. Select the staffing basis:
Optimization of Costs-vs.-Revenue
Service Level
Average Delay
Workload
4. Click OK.
Staffing Scenarios
A staffing scenario tells Aspect Workforce Management what your objectives and assumptions
are in calculating staffing requirements. Each staffing scenario is associated with a specific staff
group.
Each staff group has at least one associated staffing scenario, the default scenario, but you can
create as many what if staffing scenarios as you want.
You specify staffing assumptions using the following pages on the Staffing Scenarios form:
General
Creating and Modifying Staffing Scenarios
Wages
Occupancy
Shrinkages
Multiskill
Creating and Modifying Staffing Scenarios

Create and modify staffing scenarios using the Staffing Scenarios module:
To create a new staffing scenario:
In the navigation pane, select Forecasting > Staff Group > Staffing Scenarios.
A list of staffing scenarios appears.

2. In the view pane, right-click and select Add; or, right-click a scenario and select Duplicate.
Use Add to create a new scenario and enter all the necessary assumptions. The new
scenario is not be blank, but contains default entries for many assumptions.
Selecting Add displays the Staffing Scenario form.
Use Duplicate to create a new scenario that is similar to an existing scenario and when you
want a new scenario with only a few changes.
Selecting Duplicate displays the Duplicate Scenario dialog box where you:
a. Type a code and description for the new scenario.
b. Select check boxes to specify which assumptions to duplicate.
c. Close the Duplicate Scenario dialog box. The Staffing Scenario form appears.
3. Enter the assumptions for each page of the Staffing Scenario form.
4. Save the form.
Most users create staffing scenarios in pairs: a default scenario for a given staff group (for use in
forecasting staffing requirements), and a copy of the default scenario with different shrinkage
settings (for use in intra-day performance forecasting).
To modify a staffing scenario:
In the navigation pane, select Forecasting > Staff Group > Forecasting Scenarios.
A list of staffing scenarios appears.

2. Double-click the scenario to modify. The Staffing Scenario form appears.
3. Enter the assumptions for each page of the Staffing Scenario form.
4. Save the form.
User Guide
About Agent Occupancy

Occupancy values are used to inflate the number of required staff when generating staffing
requirements forecasts. For example, if you specify a maximum occupancy rate of 90%, you are
telling Aspect Workforce Management that you want your agents, on average, to work no more
than 54 minutes (with at least six minutes of idle time) for each hour that they are available to
take contacts. With less than 100% occupancy, you need more staff to handle the same number
of contacts, since some agents will not be occupied 100% of the time.
Since idle time is presumably used for relaxation, it is commonly accepted that lower agent
occupancy (more idle time) has positive effects on an employees performance and morale; and
that shrinkage tends to increase rapidly as occupancy approaches 100%. On the other hand,
lower occupancy does require more staff to handle the same number of contacts.
Also keep in mind that as the occupancy rate decreases, service quality improves. Because
more employees are available, the same number of contacts can be answered more quickly.
Figure 7-1 shows one example of how average delay decreases (service levels improve) as
occupancy decreases. The actual numbers depend on the contact volume and number of staff.
92%
91%
87%
occupancy
85%
perceived
service
quality
56 sec.
average
delay
40 sec.
19 sec.
16 sec.
Figure 7-1 Agent Occupancy Example

Because of this inverse relationship between occupancy and service quality, the programs
calculation of staffing requirements can result in one or the other statistic turning out better than
expected.
For example, if you specify a low agent occupancy, the resulting service quality might be better
than your specified goal. And if you specify a high service quality, the resulting occupancy rate
will probably be lower than your specified maximum.
Specify occupancy values in each staffing scenario using the Occupancy page of the Staffing
Scenarios form.
AHT Factors and Multiskill Staffing Thresholds
AHT Factors and Multiskill Staffing Thresholds

When you set up scenario assumptions for a multiskill staff group, you need to consider AHT
factors and staffing thresholds in addition to the typical assumptions associated with all staffing
scenarios.
AHT factors:
Agents might handle work with varying proficiency, depending on the

forecast group. For example, agents might be slower at handling contacts
from a forecast group representing a secondary skill than when handling
contacts from the forecast group representing their primary skill. Aspect
Workforce Management uses AHT factors to account for this.
Staffing thresholds: Multiskilled agents might be available in different numbers than singleskilled agents. For example, it might be much more difficult to find and hire
agents who speak both English and French, which would limit the number
of staff hours that a multiskilled bilingual staff group could cover.
When staffing requirements are calculated for a multiskill routing set, the process does not
calculate the total staffing requirements and divide them among the staff groups (that would be
allocation). The process special procedures so that staffing requirements are generated for each
staff group while maintaining optimum efficiency. Where the total staffing requirements in a
similar single-skill configuration might be 300 staff-hours, under the multiskill configuration, the
total number of staff hours required might be more or less than 300. The AHT factors and
threshold you specify in the staffing scenario are among the many settings that can effect the
outcome of a skill-based staffing forecast.
AHT Factors
When you create or modify staffing scenarios for staff groups that are part of a multiskill routing
set, you specify AHT factors. These factors represent the increase or decrease in AHT for the
staff group when the staff group handles work from a secondary forecast group (a forecast
group that is not associated with the staff groups primary skill). You might have two forecast
groups (for example, English and French), and three staff groups (English, French, and
Bilingual).
Multiskill agents whose primary language is English might be slower than agents whose primary
language is French when handling contacts in French. Likewise, agents whose primary
language is French might be slower than agents whose primary language is English when
handling contacts in English. Thus, the daily AHT might be higher for the Bilingual staff group
than for either the English-only or French-only staff groups.
Staffing Thresholds
Staffing thresholds set upper and lower limits on the number of required staff that can be
calculated for a staff group that is part of a multiskill routing set. Using the Multiskill page of the
Staffing Scenario form, you can express these limits in one of two basic ways: as a minimum
and maximum percentage of the staffing requirements (bodies in chairs) for all associated
forecast groups, or as a minimum and maximum number of staff hours. Whichever type of
threshold you select, you can set limits either for the entire day or for individual periods of the
day.
User Guide
To achieve economies of scale and minimize the total number of required staff, Aspect
Workforce Management tries to increase the size of multiskilled staff groups, and decrease the
size of a single-skilled staff groups. Thresholds enable you to counteract this bias to reflect the
practical and economic limitations involved in staffing your work center.
Setting a maximum limit is generally more important for multiskilled staff groups. For example, it
might be difficult to recruit as many bilingual agents as you would like, or to recruit them for
certain shifts; or your budget might not allow you to use bilingual agents extensively, because of
their higher wages. For single-skilled staff groups, the minimum limit is generally more
important. Since you probably already have a certain number of agents associated with each
single-skilled staff group, you need the required number of staff for that group to be at least that
many.
Adjusting the Unproductive Percentage for Intra-Day

Performance
Because of the difference in how required staff is calculated in a staffing forecast versus an
intra-day performance forecast, you should use a different shrinkage set for intra-day
performance. Specifically, the unproductive percentage you use should be larger than the one
you use for forecasting and scheduling, even though the amount of unproductive time
represented is the same.
The required staff values in intra-day performance represent only staff who are on duty, as
opposed to those who are on break, or otherwise absent. Therefore, the only shrinkage taken
into account in calculating required staff is unproductive time, not break time, sick time, or any
other shrinkage categories you might have created. The required staff numbers are thus smaller
than those calculated in a forecast or schedule run, because they have not been inflated as
much. So, even though the amount of unproductive time is the same as with forecasting and
scheduling, the percentage of unproductive time is greater.
Because of the need for different shrinkage sets, it is convenient to maintain a separate staffing
scenario for intra-day performance.
As Figure 7-2 shows, you can assume that the amount of unproductive time (10 employees) is
the same for both regular forecasting and intra-day performance. However, the total number of
employees is only 100 in the latter case, because the 25 employees on break or absent are not
Calculating Intra-Day Performance Shrinkage Percentages
considered. Therefore, the Unproductive percentage is higher (10/100, or 10%, instead of 10/
125, or 8%).
5 employees absent
4%
20 employees on break
16 %
Shrinkages for staffing
requirements forecast:
Total employees = 125
8%
72 %
90 "productive" employees
on duty (in chairs)
Shrinkage for
intra-day performance:
10 "unproductive" employees
on duty ("in chairs")
10 %
90 %
Total employees = 100

Only on-duty staff are considered.
Figure 7-2 Unproductive Percentage Example
Calculating Intra-Day Performance Shrinkage Percentages

Because of the need for different shrinkage sets, you can maintain a separate staffing scenario
for intra-day performance forecasting. The intra-day performance scenario is typically identical
to the default scenario, except for the shrinkage sets specified on the Shrinkage page of the
Staffing Scenario form.
To calculate intra-day performance shrinkage percentages, first determine the following
numbers:
For the time span, note the shrinkage percentage assigned to the Unproductive shrinkage
category in the default scenario.
For the time span, calculate the sum of all other shrinkage percentages assigned to all other
shrinkage categories in the default scenario (excluding the Unproductive category).
Determine the bodies-in-chairs staffing requirements for the time span.
Perform the calculation as follows (see also Figure 7-3):

1. Multiply the required staff by the unproductive shrinkage percentage, which gives you the
number of unproductive shrinkage employees for the time span.
2. Multiply the required staff by the sum of all other shrinkage percentages to get the number of
all other shrinkage employees.
3. Subtract the number of all other shrinkage employees from the basic staffing requirement,
giving you the number of shrinkage employees for intra-day performance.
User Guide
4. Divide the number of unproductive shrinkage employees by the number of number of

shrinkage employees to get the intra-day performance shrinkage percentage for the time
span.
Step 1: Multiply
basic required staff
(bodies-in-chairs)
shrinkage percentage
(unproductive only)
number of shrinkage
employees (unproductive)
Step 2: Multiply
(bodies-in-chairs)
(all other)
number of shrinkage
employees (all other)
Step 3: Subtract
(bodies-in-chairs)
number of shrinkage
employees (all other)
number of shrinkage
employees for
intra-day performance
Step 4: Divide
number of shrinkage
employees (unproductive)
number of shrinkage
employees for
performance
= intra-day
Figure 7-3 Calculating Intra-Day Performance Shrinkage Percentages
A scheduling scenario tells Aspect Workforce Management what your objectives and
assumptions are in generating template-based schedules. Each scheduling scenario is
associated with a specific staff group.
Each staff group has at least one associated scheduling scenario, the default scenario, but you
can create as many scheduling scenarios as you want.
Use the following pages on the Scheduling Scenarios form to specify assumptions for
scheduling:
General
Master Templates
Limits
Stopping Rule
Setting Limits on Master Template Usage

You can set limits on the number of schedules that can be generated using a given master
template. To do this, you use the Absolute Limitations and Percentage Limitations fields on the
Master Template Association dialog box when you create or modify scheduling scenarios.
You can specify a minimum number or percentage required, and a maximum number or
percentage allowed. Absolute limitations have a higher priority than percentage limitations.
Master Template Wage Values
To specify no Minimum absolute, use zero; to specify no Maximum,

use 999.
To specify no Minimum percentage, use zero; to specify no Maximum percentage, use 100.
A single master template can be used with multiple scenarios, and can have different limits
under each. Limits do not apply to each individual schedule template that is a part of a given
master template; limits apply to the master template, as a whole.
When you enter values under Absolute Limitations, you are setting upper and lower limits on the
total number of schedules that can be generated using a given master template, under a given
scenario. If, for example, you enter a Minimum of 10 and a Maximum of 200, and generate
schedules, Aspect Workforce Management tries to create at least 10 schedules using the
specified master template, but no more than 200.
When you enter values under Percentage Limitations, you are setting upper and lower limits as
percentages of the total number of schedules generated using a given master template, under a
given scenario. Unlike absolute limitations, percentages are soft limits. That is, the number of
schedules created will typically fall within the upper and lower percentage limitations you
specify, but Aspect Workforce Management does not always discard schedules when the limits
are reached. Percentage limitations are soft limitations because of their low priority in the
scheduling decision-making hierarchy.
Master Template Wage Values

With this feature you can assign a wage to each master template, and to the shift templates it
represents. This wage can include any costs that you want to be considered, as long as you use
a consistent approach for all master templates.
Note: This wage is not a per-hour cost. Rather it represents the total cost of the schedules in a
given master template.
In addition to the payroll cost associated with the schedules generated using a given master
template, you can include, for example, the cost of leasing the computer each employee uses.
You must be consistent in your definition of wage. That is, you should not include leased
computer costs as part of the wage for one master template and omit this cost from the wage of
another master template (except where the schedules generated would represent employees
who are not using leased equipment).
Aspect Workforce Management uses master template wage values in two ways:
The program can treat them as negative weights when creating schedules, so that master
templates with higher wage values are less likely to be used. This option can be enabled or
disabled with the Use Wage Weighting check box on the General page of the Scheduling
Scenario form.
The program can include them in scheduling reports, which show the hourly rates, various
subtotals, and a grand total for the schedule run. This option is available when specifying
report options (wage values must have been entered for each master template).
For best results (especially with scheduling reports), you should also enter wage costs on the
Wages page of the Staffing Scenarios form.
User Guide
8
Chapter 8
Working with Historical Patterns

This chapter explains the historical patterns on which forecasting and scheduling are based and
how to keep them up to date.
Historical Patterns Overview

For forecast groups, historical patterns are primarily sets of statistics that describe how contact
volumes and average handle times (AHTs) change over time. Derived from actual data that is
continually reported by your ACD, they represent the basic traffic assumptions on which volume
forecasts and staffing calculations are made. A forecast groups operating hours are also stored
as historical patterns.
For staff groups, the historical patterns and settings include shrinkage percentages, staffing
overlays, and available hours.
Because the historical patterns themselves change over time, you must periodically update
them to maintain accuracy in forecasting, scheduling, and intra-day performance forecasting.
For forecast groups, you can do this either manually or automatically, depending on your needs
and objectives.
Historical Patterns for Forecast Groups

A forecast groups historical patterns express the contact patterns found in your ACD data.
Since Aspect Workforce Management involves you in the update processes and gives you
flexibility in how and when updating is done, it is helpful to be familiar with all these historical
patterns and how they are used in forecasting.
Forecasts are reported in three levels of detail: by fiscal period, by day, or by intra-day period.
The historical patterns can be grouped as follows:
User Guide
Monthly patterns
Daily patterns
Intra-day patterns
Chapter 8: Working with Historical Patterns
Monthly Patterns
Monthly patterns are used in forecasting monthly contact volumes (from which all other
forecasts are created) and are normally updated once a month.
Typical monthly patterns include:
Growth rate
Seasonal factors
You update these patterns by performing the regular monthly update process (see Monthly on
page 8-18 for information and instructions).
Figure 8-1 shows how growth rate, seasonal factors, and average daily volumes can be graphed
from historical data. Notice that even though the monthly contact volumes in the second year
are higher than before (growth rate), the month-to-month (seasonal) fluctuation has not
changed.
calls
seasonality
growth rate
historical data
average
daily volume
months: 1 2 3 4 5 6 7 8 9 1 1 1 1 2 3 4 5 6 7 8 9 1 1 1
0 1 2
0 1 2
year one
year two
Figure 8-1 Monthly Patterns Example

Seasonal factors and average daily volumes are calculated values (for each forecast group),
based on your historical patterns and cannot be modified directly. Growth rates are also
calculated, though you can override the calculated rate when forecasting.
Daily Patterns
Daily patterns are historical patterns used primarily in forecasting daily contact volumes, from
which intra-day and staffing forecasts are created. They are also used in fiscal-period
forecasting, to fine-tune for specific months. They should be updated at least once a month.
There are three types of daily patterns:
Day-of-week factors
Holiday factors
Daily average handle times
Day-of-Week Factors
For most forecast groups, there is a weekly cycle in which certain days of the week are
predictably busier or slower than others, regardless of the overall volume for the week. The
recurring pattern of these characteristic daily contact volumes can be expressed by seven dayof-week factors.
The day-of-week factors enable the program to determine how much any normal day in a
forecast period can be expected to deviate from the average daily traffic for that month. A factor
of one represents the average daily traffic, while a factor other than one represents more than or
less than the average.
The formula that the update process uses in calculating a day-of-week factor is:
normal volume for that day of the week
average daily volume
Figure 8-2 shows a graphical example of the day-of-week factors. The factor for Tuesday (1.5)
means that Tuesdays are usually 50% busier than average, and the factor for Wednesday (.75)
means that Wednesdays are 25% slower than average.
day-of-week
factors:
2
Mon
Fri
1.75
1.5
Tue
Thu
1.25
average
daily
traffic
1
.75
.5
.25
Wed
Sat
Sun
Figure 8-2 Day-of-Week Factors Example

Day-of-week factors for a given forecast group are typically updated as part of the monthly
update procedure (using the General page of the Monthly Update form).
Under certain rare circumstances, you might want to change your day-of-week factors without
doing a monthly update, typically replacing the current factors rather than averaging. You might
want to do this in a situation where you are certain that the current factors are wrong.
User Guide
Holiday Factors
You must take holiday factors into account in forecasting, because the contact volume on some
days does not conform to the usual pattern. A holiday is any day of abnormally high or low
volume that is likely to occur on or around the same date each year. A holiday need not
correspond to a traditional or legal holiday. In most contact centers, abnormal volume occurs not
only on legal holidays, but also on the days before and after. All such days are considered
holidays.
In forecasting, a holiday factor adjusts daily volume in much the same way as a day-of-week
factor, but only for a specific date in the forecast. Since the holiday factor adjusts the volume that
would otherwise occur on that day of the week, the day-of-week factor is applied first, then the
holiday factor is applied to the result.
Each holiday factor is treated as a one-time event, identified by the date, month, and year. From
the initial analysis of your historical data, your Aspect support representative identifies the
obvious holidays in the historical data and creates holiday factors for the next 12 months.
Your task is to revise this initial list, as needed. From then on, as part of the monthly update
procedure, revise any holiday factors that prove to be inaccurate and add new holiday factors for
future periods.
The formula used to calculate a holiday factor is:
expected volume for the holiday
normal volume for that day of the week in that month
Figure 8-3 shows a graphical example of holiday factors.

holiday
factor:
1.5
Thu
Mon
# calls
2000
1750
Tue
Fri
Mon
1500
1250
1000
Tue
holiday
factor:
.25
Fri
Thu
Wed
Sat
750
Wed
500
abnormal week
Sun
Sat
250
Sun
0
normal week
Figure 8-3 Holiday Factors Example
Daily Average Handle Times

For each forecast group and each day of the week, Aspect Workforce Management stores a
daily average handle time (AHT), derived from your ACD data. In forecasting workload, the
program uses this statistic along with the corresponding AHT distribution for that day to
determine the average handle time for each period.
Daily AHT sets contain seven daily AHT values: one for each day of the week. A daily AHT value
is the average AHT for the entire day. Created and maintained using the Daily AHT Sets
module, daily AHT sets are applied to the forecasting process by including them in the scenario
associated with a given forecast group.
Tips for using daily AHT sets:
Create daily AHT sets using the Daily AHT Sets module. Also use this module when you
need to update a set manually.
Update daily AHT sets using the Automatic Historical Pattern Updates module.
Assign daily AHT sets to scenarios using the Daily AHT page of the Forecasting Scenario
form.
Cycle Cut Sets

Cycle cut factors redistribute the contacts within a date range (to put emphasis on certain days
and weeks) without changing the overall forecast volume. This feature helps you model events,
such as periodic marketing promotions, billings, and catalog mailings for which the overall effect
on contact volume is already reflected in your historical patterns.
A cycle can be up to 99 days and can begin either on the day of the special event or on the first
day that contact volume is affected, depending on your preference. The program applies the
cycle cut factors to the daily forecast totals after the day-of-week factors (and holiday factors, if
any) have been applied. Then, in order to maintain the overall forecast volume, it adjusts all daily
totals in period, even those with a flat cycle cut factor of 1.0.
Cycle cut factors are grouped into sets that you can associate with specific dates in a given
forecasting scenario. You create and edit a cycle cut set by naming it, entering an optional
memo, and entering the factors, themselves. You then update the scenario to associate that set
with a particular date, or several dates.
To enable the cycle cut feature, your system administrator must change the Cycle system
parameter to True (using the System Parameters module).
Campaign Sets
A campaign set adjusts the daily contact volume forecasts for a range of dates by distributing
additional contacts among them. This feature helps you model events, such as direct mailings,
that increase your contact volume in an identifiable pattern.
When you define a campaign, you provide the following information:
User Guide
The duration of the campaign, in days.
The total number of additional contacts that will result from the campaign, as defined in the
forecasting scenario.
How the extra contact volume is to be distributed among the days in the campaign. For each
day in the campaign, you specify the percentage share of the total additional contact volume
that will occur on that day.
You can apply the campaign information to any forecast by editing the forecasting scenario and
specifying a campaign starting date and total contact volume.
The number of additional contacts to be added to a particular days forecast is calculated as:
(total additional contacts) x (percent share for this day) 100
To enable the campaign set feature, your system administrator must change the CYCLE system
parameter to True (using the System Parameters module).
Table 8-1 illustrates the results of using a campaign set in a forecast. In this example you expect
a four-day sale to generate 100,000 contacts in addition to your normal contact volume, and you
created a campaign set that distributes the additional 100,000 contacts over the four days of the
sale (25% each day).
Table 8-1 Using a Campaign Set in a Forecast
Day Number
Volume
Campaign Set Percentage
Volume with
Campaign Set Percentage
1,000,000
25%
1,025,000
1,000,000
25%
1,025,000
1,000,000
25%
1,025,000
1,000,000
25%
1,025,000
1,000,000
1,000,000
1,000,000
1,000,000
1,000,000
1,000,000
Total
7,000,000
100%
7,100,000
Intra-Day Patterns
Intra-day forecast group patterns, also known as intra-day distributions, model the predictable
fluctuation of contact volumes and average handle times (AHTs) throughout the day. Intra-day
contact distributions are used in intra-day contact volume forecasts andalong with AHT
distributionsin all runs that calculate intra-day staffing requirements. Both sets of distributions
should be updated once a week. A key point to remember is that a distribution describes the
shape of the pattern throughout the day, not the size (number of contacts or length of AHT).
Intra-day patterns also include outbound campaign patterns, which describe the workload for
outbound connections for specific days and periods of the day. By using outbound campaign
patterns, you can accurately forecast, schedule, and track outbound workload.
An intra-day distribution describes the shape of a pattern throughout the day, not the size
(number of contacts or length of AHT). For example, the graphs of two contact distributions
might appear as shown in Figure 8-4. Even though Sunday has far fewer contacts than Monday,
both graphs look about the same size, because both sets of values total 100.
100
100
% of
total contacts
for Monday
Monday
% of
total
contacts
for Sunday
Sunday
00:00
8:00
16:00
24:00
Figure 8-4 Contact Distributions Example
NCO (Volume) Distributions

Certain periods of the day are usually busier or slower than others, and the intra-day pattern is
usually different for each day of the week. An NCO distribution specifies the percentage of the
days total contact volume that occurs in each half hour of that day (or each quarter hour, if your
system has been so configured). It describes the intensity of the traffic for a given half hour, as
compared with the average half hourly traffic for that day.
AHT Distributions
As with contact volume, AHT usually fluctuates predictably for different periods of the day; and
this intra-day pattern usually varies by day.
For each day of the week, the program maintains both a single AHT, in seconds, and an AHT
distribution. The distribution consists of factors, one for each period of the day (half hour or
quarter hour). In forecasting, each factor is multiplied by the historical daily AHT in order to
calculate the AHT for that period. This information is used in conjunction with intra-day contact
volume forecasting to calculate required staff.
Special Distributions
In addition to the normal contact and AHT distributions maintained by the program, you can
create special distributions. You use a special distribution when you want to forecast for a
specific day on which you expect the intra-day patterns to be significantly abnormal.
A familiar example is Christmas Eve, when contact volume often drops dramatically toward the
end of the day. In many cases, a particular day will require both a special contact distribution
User Guide
and a holiday factor, since both the contact arrival pattern and overall volume are likely to be
unusual. Special distributions can be updated in the same way as normal distributions.

Normal operating hours are the hours and days that the associated forecast group is open for
business. For example, suppose you have two forecast groups, Sales and Customer Service.
The Customer Service group might only accept contacts from 9:00 a.m. to 5:00 p.m., Monday
through Friday. While your Sales group might accept contacts from 7:00 a.m. to midnight,
Monday through Saturday. The two forecast groups would need different defined operating
hours, even though, strictly speaking, your contact center is open from 7:00 a.m. to midnight,
Monday through Saturday.
Use the Normal Operating Hours module to specify normal operating hours for each forecast
group.

There are many reasons that, for a day or even a few days, you might want to extend (or
shorten) the operating hours associated with a particular forecast group.
For example, suppose your organization runs a one-day-only sale, and potential customers can
call anytime during the 24 hours of that one day. And assume that the normal available hours for
the appropriate forecast group run from 9:00 a.m. to 5:00 p.m. You could account for the onetime extended hours using special operating hours. Note that, in this example, you would
probably also need to use Special Available Hours.
There are also certain kinds of recurring special circumstances in which you might want to
modify your normal operating hours temporarily.
If you include special operating hours when generating a forecast, the special hours override the
normal operating hours for times where they overlap. That is, selecting Open opens the group
for the times you specify, regardless of whether any or all intra-day periods that fall within that
span of time would be closed according to your normal operating hours.

Outbound campaign patterns describe the workload for outbound completions for specific days
and periods of the day. By using outbound campaign patterns, you can accurately forecast,
schedule, and track your outbound workload.
You create and edit outbound campaign patterns using the Outbound Campaign Patterns
module. To access this module, use one of the following methods:
In the navigation pane, select Forecasting > Forecast Group > Historical Patterns >
Outbound Campaign Patterns.
Select File > Open > Outbound Campaign Patterns.
Each campaign pattern is associated with a specific forecast group. For each day and period,
you can manually enter the expected completion percentage. Or, you can import the completion
percentages from historical data using the Update Outbound Pattern option. Selecting this
option displays the Update Outbound Campaign Pattern dialog box.
Historical Patterns for Staff Groups
Starting with an outbound campaign pattern that you have created, you can use another menu
option, the Plan Outbound Campaign option, to create an outbound campaign plan. Using the
completion percentages from your outbound campaign pattern as a basis, you supply further
input variables to define your campaign plan. These variables are the campaign size (that is, the
contact list size for a given day), the number of passes (that is, cycles) through the list, and a
weighting factor that determines how evenly the attempts are distributed between periods.
Based on your inputs, Aspect Workforce Management determines the number of attempts,
completions, and right-party contacts for each period of the day and populates the grid with this
data.
After creating your outbound campaign plan, you can export the values in the grid to a volume
override set by selecting the Export To Volume Overrides menu option. Selecting this option
displays the Export to Volume Overrides dialog box. After exporting, the data from your
outbound campaign plan can be used as inputs to a forecasting run.
A second way of using outbound campaign patterns as inputs to forecasts is to create a special
kind of forecasting scenario. When creating this forecast, use the forecasting basis of usersupplied daily volume. An option on the Daily Volume page enables you to Calculate (Volume)
From Outbound Campaign.
Aspect Workforce Management contains predefined display sets that provide calling statistics
for outbound forecast groups and staff groups: OUTBND and OBDCOM.

Aspect Workforce Management stores the following historical information associated with staff
groups:
Available hours, both normal and special
Shrinkage percentages, which are stored in sets
Staffing overlays
Shrinkage and Shrinkage Sets

When Aspect Workforce Management creates a staffing requirements forecast, it is not enough
to calculate the minimum number of people (bodies in chairs) required to accomplish the
forecast volume of work within the required amount of time. Some of the staff will always be
doing something other than handling contacts: for example, they might be on break, in training,
in a meeting, or involved in an unproductive activity. This kind of reduced efficiency is called
shrinkage, and is one factor that Aspect Workforce Management considers when calculating
required staff.
Shrinkage percentages are stored, by shrinkage category, in shrinkage sets. A shrinkage set
contains percentages for each shrinkage category you have defined, for each day of the week.
User Guide
Table 8-2 illustrates a hypothetical shrinkage set for a contact center that is open five days per
week.
Table 8-2 Shrinkage Set Example
Day
Absent
Paid breaks
Unproductive
Training
Monday
20%
6%
15%
10%
Tuesday
5%
6%
10%
10%
Wednesday
3%
6%
10%
10%
Thursday
5%
6%
10%
10%
Friday
15%
6%
20%
10%
You can create as many shrinkage sets as you need, using different sets to reflect different
operating conditions. For example, suppose that absenteeism usually increases dramatically on
Mondays that follow holiday weekends. You might have a shrinkage set for a typical week and a
shrinkage set for post-holiday weeks.
Available Hours
Normal available hours are associated with staff groups and define the hours and days that a
given staff group is available to accept work.
In a single-skill configuration, the available hours of a given staff group will typically be the same
as the operating hours of its associated forecast group. In a multiskill configuration, multiple staff
groups can be associated with a single forecast group. In such a situation, each staff groups
available hours might cover only a portion of the forecast groups operating hours.
For example, suppose you have two forecast groups, Sales and Customer Service, and three
staff groups, Sales, Customer Service, and Multiskilled. The two forecast groups have the same
operating hours, 7:00 a.m. to 7:00 p.m., Monday through Friday. Further suppose that your
organization receives primarily sales contacts in the morning hours, and primarily customer
support contacts in the afternoon and evening hours.
In this example, you might designate the available hours of the sales staff group as 7:00 a.m. to
1:00 p.m.; the available hours of the customer support staff group as 1:00 p.m. to 7:00 p.m.; and
the available hours of the multiskilled staff group as 7:00 a.m. to 7:00 p.m.
You use the Normal Available Hours module to view and modify normal available hours.

There are many reasons that, for a day or even a few days, you might extend or shorten the
available hours associated with a staff group. For example, suppose your organization runs a
one-day-only sale, and potential customers can call any time during the 24 hours of that one
day. And assume that the normal available hours for the appropriate staff group run from 9:00
a.m. to 5:00 p.m. You could account for the one-time extended hours using special available
hours. For this example, you would also probably need to use Special Operating Hours.
Creating and Updating Forecast Group Patterns
Staffing Overlays
For various reasons, you might want Aspect Workforce Management to add or subtract required
staff for certain intra-day time periods on certain days, after staffing requirements have been
estimated. That is, after the software has completed all the forecasts and applied all other
modifications to your staffing requirements, you want a certain number of staff added to (or
subtracted from) the total staff required. Staffing overlays let you do this, without requiring you to
modify basic forecasting assumptions or shrinkage percentages.
Staffing overlays are stored in sets, each of which covers all intra-day periods for seven days.
You can apply a single overlay set to a single day, in which case only the relevant data in the
overlay set will be used. For example, if you apply an overlay set to a single Thursday in a given
month, only the values from the overlay for Thursday are used. A staffing overlay is associated
with a single staff group.
Using staffing overlays involves two main tasks:
Create and modify staffing overlays using the Staffing Overlays module.
Apply overlays to the scenario you will use to generate staffing requirements, using the
Overlay page of the Staffing Scenario form.
Creating and Updating Forecast Group Patterns

Several of the patterns you update based on actual data are also patterns you can create and
edit manually. This section provides instructions for viewing and editing daily and intra-day
historical patterns. In some cases, as with distributions, you can use the same window to
manually edit values and calculate them automatically. Some patterns, such as operating hours,
must be maintained manually as circumstances change.
Specifying Operating Hours

Edit each forecast groups normal operating hours when you first create that group and
whenever the hours of operation change.
Editing Normal Operating Hours

Use the Normal Operating Hours module to edit the normal operating hours for each forecast
group as needed.
To specify the normal operating hours:
Normal Operating Hours.
Select File > Open > Normal Operating Hours.
The Normal Operating Hours view appears.

2. Right-click the view pane, and select Add.
User Guide
Or, double-click a record in the list to modify existing operating hours.
Specifying Special Operating Hours

To specify special operating hours:
Special Operating Hours.
Select File > Open > Special Operating Hours.
The Special Operating Hours view appears.

2. Right-click the view pane, and select Add.
Or, double-click a record in the list to modify existing special operating hours.
Creating and Editing Holiday Factors

You can create holiday factors directly by duplicating an existing holiday factor, or automatically
when you normalize contact volumes during the monthly update procedure.
To create a holiday factor:
Holiday Factors.
Select File > Open > Holiday Factors.
By default, the list of holiday factors is grouped by forecast group.

2. Select Edit > Add. The Holiday Factor form appears.
3. Complete the form, and click Save & Close.
To edit a holiday factor manually, double-click it in the list and use the Holiday Factor form.
Creating and Editing Daily AHT Sets

To create or edit daily AHT sets:
Daily AHT Sets.
Select File > Open > Daily AHT Sets.
2. In the view pane, select the forecast group for which to create a new AHT set, or the group
associated with the AHT set to edit.
3. Continue as follows:
To create a new daily AHT set, select Edit > Add.
Editing Day-of-Week Factors
To modify a daily AHT set, right-click the forecast group and select Edit.
The Daily AHT Set form appears.

4. Enter or change the code and description, and specify daily AHT values for each day of the
week.
5. Click Save & Close.
When you need to create a new daily AHT set, it is often easier to begin by duplicating an
existing AHT set that is similar to the set you want to create. Then you can make changes as
needed. To duplicate a set, right-click it in the list and select Duplicate on the pop-up menu to
display the Duplicate Set form.
Note: You cannot duplicate a daily AHT sets from one forecast group to another.
Editing Day-of-Week Factors

To change a forecast groups day-of-week factors:
Monthly Updates.
Select File > Open > Monthly Pattern Updates.
2. Select Special > Day-Of-Week Factors. The Day-Of-Week Distribution dialog box appears.
3. Make the changes and save them.
Creating and Updating Intra-Day Distributions

While updating distributions is a weekly activity, you typically create new distributions only when
you create new forecast groups; or when you modify an existing forecast group such that the
distributions associated with it are no longer valid. After a distribution has been created, you can
view it and update it using the Edit option.
Note: The form you use to create or edit a distribution also provides a mechanism for
calculating updated values based on actual data. This is how you update distributions
between monthly updates.
Creating an NCO Distribution

To create a normal NCO distribution:
Normal NCO.
Select File > Open > Normal NCO Distributions.
The Normal NCO Distributions view appears.

2. In the view pane, right-click and select Add.
User Guide
Or, create a copy by right-clicking a forecast group and selecting Duplicate.

Select Add to create a new distribution from scratch. The Normal Intra-Day NCO Distribution
form appears.
Select Duplicate to copy of a distribution, make changes, and create a new one. The
Duplicate Set form appears.
Creating an AHT Distribution

To create a normal AHT distribution:
Normal AHT.
Select File > Open > Normal AHT Distributions.
The Normal AHT Distributions view appears.

2. Right-click the view pane, and select Add. Or, right-click a forecast group and select
Duplicate to create a copy of an existing distribution.
Select Add to create a new distribution from scratch. The Normal Intra-Day AHT Distribution
form appears.
Select Duplicate to copy a distribution, make changes and create a new one. The Duplicate
Set form appears.
Creating a Special NCO Distribution

To create a special NCO distribution:
Special NCO.
Select File > Open > Special NCO Distributions.
The Special NCO Distributions view appears.

Select Add to create a new distribution from scratch. The Special Intra-Day NCO Distribution
form appears.
Creating a Special AHT Distribution

To create a special AHT distribution:
Creating and Updating Outbound Campaign Patterns
Special AHT.
Select File > Open > Special AHT Distributions.
The Special AHT Distributions view appears.

Select Add to create a new distribution from scratch. The Special Intra-Day NCO Distribution
form appears.
Creating and Updating Outbound Campaign Patterns

Outbound campaign patterns describe the workload for outbound connections for specific days
and periods of the day. By using outbound campaign patterns, you can accurately forecast,
schedule, and track your outbound workload.
You create and edit outbound campaign patterns using the Outbound Campaign Patterns
module. To access this module, use one of the following methods:
Outbound Campaign Patterns.
Select File > Open > Outbound Campaign Patterns.
Each campaign pattern is associated with a specific forecast group. For each day and period,
you can manually enter the expected completion percentage. Or, you can import the completion
percentages from historical data by selecting the Update Outbound Pattern option. Selecting
this option displays the Update Outbound Campaign Pattern dialog box.
Working with Cyclic Patterns

Cyclic patterns are optional and must be maintained manually.
Creating or Editing a Cycle Cut Set

To create or edit a cycle cut set:
Cycle Cuts.
Select File > Open > Cycle Cuts.
2. In the view pane, expand the list of forecast groups.

User Guide
To create a new cycle cut set, right-click the view pane and select Add.
To modify a cycle cut set, right-click the forecast group and select Edit; or select the
forecast group and select Edit > Edit.
The Cycle Cut Set form appears.

4. Select the General tab and enter or change the code and description, which describe the
purpose of the cycle cut set.
5. Select the Factors tab and enter the appropriate factors for the set.
6. Save the form.
Using a Cycle Cut Set

To use a cycle cut set in a forecast:
1. Create a cycle cut set using the Cycle Cuts module.
2. On the Forecasting Scenario form (via the Forecasting Scenarios module), select the Cyclic
tab, click Add, select a cycle cut set and assign it to a start date.
3. Using a Forecasting module, create a forecast using the forecasting scenario with the
assigned cycle cut set.
Creating or Editing a Campaign Set

To create or edit a campaign set:
Campaign Sets.
Select File > Open > Campaign Sets.
2. In the view pane, expand the forecast group that contains the group for which to create or
modify a campaign set.
To create a new campaign set, right-click the view pane and select Add.
To modify a campaign set, select the forecast group > Edit.
The Campaign Set form appears.

4. Select the General tab and enter or change the code and description, which describes the
purpose of your campaign set.
5. Select the Percentage tab and enter percentages for the set.
Percentages must total 100%.
6. Save the form.
Using a Campaign Set

To use a campaign set in a forecast:
Updating Forecast Group Patterns Using Actual Data
1. Create a campaign set in the Campaign Sets module.

2. On the Forecasting Scenario form (via the Forecasting Scenarios module), select the Cyclic
tab, select a campaign set, and assign it to a start date.
3. Enter the additional volume you expect the campaign to generate.
4. Using a forecasting module, create a forecast with the assigned campaign set.
Updating Forecast Group Patterns

Using Actual Data
For forecast groups, the interactive update processes use actual offered contact data to revise
the historical patterns. If you have an ACD interface, these values are read from a file and
displayed in Aspect Workforce Management (otherwise, they are printed on an ACD report, from
which you can enter them manually). Your job is to verify that these figures are reasonable and
typical, and if not, to revise them before telling the program to update the corresponding
Updating uses three types of actual traffic values: intra-day contact volume totals, intra-day
AHTs, and daily contact volume totals. These values reflect only those contacts that occurred
within the operating hours you established for this forecast group.
Most patterns are updated by averaging in the most recent actual data, using an exponentially
weighted moving average method. The new data is weighted at 10% to 20%, and all previous
data is given a single weight of 80% to 90%. In effect, this assigns a lower weight to each
sample of actual data the older it gets, but without the need to store the data itself.
You have flexibility in how you update historical patterns. First, you can revise any of the actual
values reported by the ACD if you deem them incorrect or abnormal. Second, you can reject
actual data that you do not want to use (for example, if it is so abnormal that revising it would be
impractical). Finally, when appropriate, you can replace certain values rather than averaging the
more recent values in with them. This might be necessary if your contact center operating hours
changed.
Table 8-3 shows which historical patterns are updated by each type of actual data, as well as the
frequency with which you should update them.
Table 8-3 Summary of Historical Patterns Update Schedule
Type of Actual Data
Patterns Updated
When To Update
Half-hourly (or quarter-hourly)

volume totals
Intra-day volume distributions
Daily or weekly
Half-hourly (or quarter-hourly)

AHTs
Daily AHTs and intra-day

AHT distributions
Daily volume totals
Average daily volume,

seasonal factors, and growth rate
Monthly
Day-of-week factors and

holiday factors
User Guide
Recommended Schedule
Use the following guidelines to schedule your periodic updates to forecast group patterns.
Weekly
You should update certain historical patterns at least weekly, using the Edit option for each list of
patterns. If you prefer, you can do this each day. In any case, complete the following procedures
in the order shown:
1. Normal NCO distributionUpdate the normal NCO distribution (typically the default NCO
distribution for the selected forecast group).
2. Normal AHT distributionUpdate the normal AHT distribution (typically the default AHT
distribution for the selected forecast group).
3. Daily AHT setUpdate the normal AHT set (typically the default AHT set for the selected
forecast group). It is easiest to do this automatically, on the Calculate dialog box, when you
update your normal AHT distribution.
You should not include holidays or other unusual days when updating intra-day distributions.
Create holiday factors and special distributions for unusual days that recur.
Monthly
You should update certain historical patterns after the end of each month. Complete these
procedures in the following order (note that you should also perform the first three weekly):
1. Update the normal NCO distribution, using the Edit option.
This is typically the default NCO distribution for the selected forecast group.
2. Update the normal AHT distribution, using the Edit option.
This is typically the default AHT distribution for the selected forecast group.
3. Update the daily AHT set, using the Edit option.
This is typically the default AHT set for the selected forecast group.
It is easiest to do this automatically, using the Calculate dialog box, when you update your
normal AHT distribution.
4. Perform a monthly update procedure for the selected forecast group, as described in the
next section.
5. Note any new or changed holiday factors that resulted from normalizing daily volumes on the
Monthly Update form. Edit and rename them, as needed.
Performing a Monthly Update

After a month has ended and you have completed a forecast groups weekly updates (see
previous section), perform a monthly update to update the following patterns:
Growth rate
Seasonal factors
You update the these patterns using actual ACD data from the most recent month that has not
been updated.
Open the Monthly Pattern Updates module using File > Open or by selecting Forecasting >
Forecast Group > Historical Patterns > Monthly Updates in the navigation pane. The
Monthly Pattern Updates view appears. By default the list of updates is grouped by forecast
group.
Each update is essentially a new set of patterns, and each month you add a new set when you
update monthly patterns. The Month and Year columns show which months set of data was
used for the update. The Updated By and Updated On columns show the user name of the
person who added the monthly update and when it was added.
To view information about a completed monthly update, double-click it in the list (or right-click
it and select View Details on the pop-up menu.). This displays a read-only Monthly Update
form.
To create a monthly update manually, select Add. The Monthly Update form appears, with
the Calendar page selected.
You cannot edit a completed monthly update. However, you can delete the latest update or the
earliest. If you delete the latest update, the affected patterns revert to their previous values, and
you will need to update that month again. Deleting the earliest update is useful only for cleaning
up old update records you no longer need.Using the General page of the Monthly Update form,
you have the option to update your day-of-week factors and holiday factors.
Monthly Update Form: General Page

Use the General page to indicate whether to use the monthly totals you verified on the Calendar
page to update your monthly historical patterns. Additionally, you specify whether certain
additional data should be saved as part of this update, and you update your day-of-week factors.
Monthly Patterns Area

Use these options to specify whether the monthly totals you verified on the Calendar page of this
form are used to update your monthly historical patterns.
Use Data For This Month:
Selecting this option tells Aspect Workforce Management to use

the new monthly patterns that have been recalculated to include
the data from this update. This option is appropriate most of the
time, and updates the growth rate, seasonal factors, and average
daily volume associated with this forecast group.
Ignore Data For This Month: Selecting this option tells Aspect Workforce Management to
ignore the data from this update, and continue using the previous
monthly patterns. It skips this month so that the next available
month of actual data can be used in the next update session. This
option is appropriate for atypical current month contact volumes.
User Guide
The recalculated growth rate and previous growth rate are displayed and you can see the effect
of the current update.
Options Area
Use these options to specify whether the actual volumes and any updated (or added) holiday
factors are saved with this update.
Save Actual Volumes: Selecting this option is typically appropriate when you have revised any
of the actual values on the Calendar page of this form.
Save Holiday Factors: Selecting this option is typically appropriate when you have revised any
of the normalized totals on the Calendar page of this form so that
holiday factors have been created or recalculated.
Day-of-Week Factors Area

Use these options to average, replace, or keep your previous day-of-week factors.
Average:
Selecting this option is appropriate most of the time. This option uses
the normal weighted averaging method to calculate an update to your
day-of-week factors. Data from the week you specify under Use Week
Beginning is averaged in with the previous data.
Replace:
Selecting this option tells Aspect Workforce Management to replace the

current day-of-week factors with the new ones calculated from the week
you specify under Use Week Beginning. Use this option only in rare
cases, such as when you have added a day (that was previously
closed) to the normal operating hours of the forecast group.
Keep Old
Selecting this option tells Aspect Workforce Management to ignore the
Day-Of-Week Factors: data from this update and continue using the previous day-of-week
factors. This option is appropriate if the current month contact volumes
are atypical.
If you select to average or replace your day-of-week factors, determine which seven
consecutive days of the current update month (the month displayed on the Calendar page of this
form) is the most typical, and enter or select the first date of that seven-day period under Use
Week Beginning.
Under certain unusual circumstances, you might want to change your day-of-week factors
without updating your monthly patterns. You can do this on the Monthly Pattern Updates view
using the Special > Day-of-Week Factors option.
New Day-of-Week Factors Area

These fields display the new day-of-week factors, calculated using values from the Calendar
page of this form (including any values you normalized). The new day-of-week factors are
displayed for informational purposes only, and cannot be modified here.
Monthly Update Form: Calendar Page

Use the Calendar page to view and verify monthly contact volume totals, both actual and
normalized. Valid monthly totals are critical, as they are used to update the growth rate,
seasonal factors, and average daily volume (monthly patterns for this forecast group).
Verify your monthly totals by viewing daily contact volume totals for the month and normalizing
the contact volumes where necessary. You can click on a date in the calendar to make that date
visible in the grid on the right. Each date in the calendar pane displays up to three rows of
information: actual volume, normalized volume, and a holiday factor. If the actual and the
normalized volume are the same, only the actual volume is displayed.
If you are doing a manual update, examine these values for validity and revise them as needed.
You can edit the following values by selecting a cell and typing directly in it:
Revise actual contact volumes if necessary. Click the Actual cell in the grid and type the
number of contacts.
Enter normalized contact volumes for any days you want to calculate or recalculate holiday
factors for. Do this for each day with an abnormal contact volume that you expect to recur
this time next year.
When you enter a normalized daily total, the holiday factor is automatically recalculated.
The Totals fields at the bottom of the gird are updated automatically as you make changes.
Actual Daily Contact Volumes

For each calendar day displayed on the Calendar page of the Monthly Update form, the actual
contact volume row displays the actual daily contact volume total, as either:
The sum of the intra-day contact volumes reported by the ACD for this day, previously
normalized and verified on the Normal Intra-Day NCO Distribution form.
An adjusted daily total that you entered.
You can revise actual daily contact volume totals, as needed. You need to do this only in the
following cases:
There was a problem with your ACD or ACD interface that day, and the reported number is
incorrect.
There was an abnormally high or low contact volume that you do not expect to recur this time
next year.
You deliberately want to distort a value in order to exaggerate its effect on daily factors or
seasonal factors when you update them.
This is seldom recommended, but if you find it necessary, be sure to clear the Save Actual
Volumes check box on the General page of the Monthly Update form, so that you do not save
incorrect historical data.
If you modify an actual daily volume for a date that has no holiday factor, the normalized daily
total changes to match what you entered. If you modify an actual daily volume for a day that
User Guide
has a holiday factor, the normalized volume is recalculated, based on the actual value you
enter, and the holiday factor.
Note: Only the days defined as open in the operating hours for this forecast group contain
data. If you enter an actual or normalized contact volume total for a day that is not
defined as open, it is ignored.
Normalized Daily Contact Volumes

The normalized contact volume row displays the normalized daily contact volume total for each
calendar day displayed on the Calendar page of the Monthly Update form.
The normalized daily contact volume can be:
Blank, or the same as the actual daily total.

This means no holiday factor exists for the selected day. When the normalized row is blank,
its presumed to be the same as the actual total.
Calculated automatically, based on an existing holiday factor.

If a holiday factor exists, but is zero, the normalized daily contact volume total is calculated
by averaging the normalized daily totals for all other days in this month that fall on the same
day.
User-supplied for any days you want to calculate or recalculate holiday factors, typically days
with an abnormal contact volume that you expect to recur this time next year.
A normalized value here is the number of contacts that you estimate would have occurred if
not for the holiday effect. When you enter a normalized daily total, the holiday factor is
automatically recalculated. Holiday factors based on normalized values are not automatically
saved.
If you modify a normalized volume for a date that has no holiday factor, a holiday factor is
calculated. If you modify a normalized volume for a date that does have a holiday factor, the
holiday factor is recalculated. In both cases, the holiday factor is calculated as the actual
daily total, divided by the normalized daily total.
Only days defined as open in the operating hours for this forecast group will contain data. If
you enter an actual or normalized contact volume total for a day that is not defined as open,
it is ignored.
Holiday Factors
For each calendar day on the Calendar page of the Monthly Update form, the holiday factor row
displays the holiday factor for the date, if one exists. The holiday factors are either retrieved from
the database or calculated automatically when you enter a normalized daily total (the actual
daily total is divided by the normalized daily total).
Only days defined as open in the operating hours for this forecast group will contain data. If you
enter a holiday factor (using the Holiday Factors module) for a day that is not defined as open, it
is ignored. If you enter actual and normalized contact volume totals for a closed day, and a
holiday factor is calculated, it is ignored.
Note: Holiday factors that are created or modified as a result of normalizing actual values on
the Calendar page of the Monthly Update form are not automatically saved. You must
Updating Forecast Group Patterns Automatically
select the Save Holiday Factors check box on the General page of the Monthly Update
form to save them.
To update the holiday factors list:
Holiday Factors.
Select File > Open > Holiday Factors.
The Holiday Factors view appears.

2. Select and delete holiday factors that are no longer valid.
3. To modify a holiday factor, right-click the holiday factors and select Edit, or select the
holiday factor > Edit > Edit.
For example, if July 4 has already passed, you might change the date of the Independence
Day holiday factor to July 4 of next year. Additionally, you might want to rename holiday
factors that were created through normalizing daily volumes during the monthly update.
These factors are automatically assigned, as their description, the date that they affect.
4. To create anew holiday factor, right-click the view pane and select Add.
Updating Forecast Group Patterns Automatically

The automatic historical pattern update processes use selected actual historical data to update
a forecast groups monthly or intra-day historical patterns without user intervention.
You can use the automatic historical pattern update feature to keep certain forecast group
patterns up to date without having to adjust the actual data and update the patterns manually.
You can even schedule this process to run regularly, using relative dates to identify a moving
range of actual data on which to base the updates.
To update inbound forecast group patterns automatically:
Historical Pattern Scenarios.
Select File > Open > Automatic Historical Pattern Update Scenarios.
2. Create or edit the historical pattern scenario to use, ensuring that the intra-day distributions
and daily AHT sets are assigned to the dates to be used in the update process.
3. Open Administration > AutoRun Manager and add the Automatic Intra-Day Pattern
Update process or Automatic Monthly Pattern Update process, depending on which type
of update you want to do.
4. Set the appropriate update parameters, including which scenario(s) to use for the forecast
group(s). Set the job to run either once or on a schedule, depending on your objective.
5. When the process finishes, return to the Automatic Historical Pattern Updates view. You can
then use the Print option to generate a detailed report on the results of the automatic update.
Note:
User Guide
If an automatic-update run ends without any patterns being updated, there will not be a
record for that run in the Automatic Historical Pattern Updates view.
During a scheduled AutoRun job, any errors are recorded in the Aspect Workforce
Management event log, whether or not the process finishes normally. Use Event Viewer to
check for errors after a run. (Errors are not logged if you use the Run Now option to start the
run.)
If you are not satisfied with the results of a completed automatic monthly update, you can
delete it on the Monthly Pattern Updates view.
You cannot undo the results of a successful automatic intra-day update. Before running this
process, ensure that all of the selected historical pattern scenarios are complete and up to
date for the date range to be processed. You can also use the Duplicate option to make
safety copies of distributions and daily AHT sets that will be updated.
For best results, review the results of automatic updates regularly and adjust system
parameters if necessary.
Table 8-4 and Table 8-5 list the system parameters for intra-day and monthly automatic updates.
These are described in the online Help.
Table 8-4 System Parameters for Automatic Intra-Day Updates
Purpose
Parameters
Limiting the search for comparable dates
MaxAHTRange
MaxDailyAHTRange
MaxNCORange
MaxNumOfAHTDates
MaxNumOfDailyAHTDates
MaxNumOfNCODates
Handling missing or invalid data
FillInPeriodsFillerSize
MinPctDataForIntradayFillIn
Calculating intra-day patterns
ExtractEigenIngoreFactor
ExtractEigenMaxEigenvectors
ExtractEigenMaxIterations
ExtractEigenTolerance
Normalizing daily AHTs
DailyAHTLinearDomain
DailyAHTStress
Updating the intra-day patterns
ForecastWeightGamma
Retaining update records for reporting
IntradayAutoUpdMaxLogAge
Table 8-5 System Parameters for Automatic Monthly Updates

Purpose
Parameters
Analyzing actual data
NumWeeksInMonth
Handling missing or invalid data
MinPercentValidPeriodsInDay
MaxRunInvalidPeriods
FillInDaysFillerSize
MinPctDataForMonthlyFillIn
Updating Outbound Campaign Patterns Automatically
Table 8-5 System Parameters for Automatic Monthly Updates (continued)

Purpose
Parameters
Normalizing daily values
RegressOutlierMaxIteration
RegressOutlierStepscale
RegressOutlierTolerance
Calculating day-of-week factors
ExtractDistributionMaxIterations
ExtractDistributionTolerance
Updating the monthly patterns
ForecastWeightAlpha
ForecastWeightBeta
Retaining update records for reporting
MonthlyAutpUpdMaxLogAge
Updating Outbound Campaign Patterns Automatically

As with inbound historical patterns, you can update outbound campaign patterns automatically
using historical pattern scenarios and AutoRun processes. Although the parameters are
different, the basic procedure is much the same as with updating inbound patterns:
1. Using the Automatic Historical Pattern Update Scenarios module (Forecasting > Forecast
Group > Historical Patterns > Historical Pattern Scenarios), add or edit the historical pattern
scenario to use.
On the Historical Pattern Scenario dialog box, use the Outbound page to specify the
outbound campaign pattern to be updated for each calendar date.
2. Open Administration > AutoRun Manager and add the Outbound Pattern Automatic
Update process.
3. On the Outbound Pattern Automatic Update dialog box, specify the following:
The general update parameters
The forecast groups whose patterns are to be updated, as well as the historical pattern
scenario(s) to use for each forecast group
The schedule for running the process
4. Click OK to submit the job.
Creating and Updating

Aspect Workforce Management stores the following historical information associated with staff
groups:
User Guide
Available hours, both normal and special
Shrinkage percentages, which are stored in sets
Staffing overlays
Specifying Available Hours

Normal available hours are associated with staff groups and define the hours and days that a
given staff group is available to accept work. Use the Normal Available Hours module to view
and modify normal available hours.
To specify the available hours for a staff group:
Forecasting > Staff Group > Historical Patterns > Normal Available Hours
Forecasting > Staff Group > Historical Patterns > Special Available Hours
File > Open > Normal Available Hours.
File > Open > Special Available Hours.
The available hours form appears.

2. Right-click the view pane and select Add.
Or, right-click a staff group and select Edit to modify an existing set of hours.
Creating and Updating Shrinkage Sets

You can create as many shrinkage sets as you need, using different sets to reflect different
operating conditions. For example, suppose that absenteeism usually increases dramatically on
Mondays that follow holiday weekends. You might have a shrinkage set for a typical week and a
shrinkage set for post-holiday weeks.
Be careful that you do not double-count shrinkage. For example, consider the case of a regular
staff meeting that occurs at the start of each days shift. You could account for this meeting either
by using a shift template or by including it as part of a shrinkage set, but you should not do both.
Instead, you might use a schedule template to account for the daily morning meeting and create
a Meetings shrinkage category to account for unscheduled and non-recurring meetings only.
Creating a Shrinkage Set

To create a shrinkage set:
In the navigation pane, select Forecasting > Staff Group > Historical Patterns > Staff
Shrinkage.
Select File > Open > Staff Shrinkage.
The Staff Shrinkage view appears.

2. Use one of the following methods to access the Staff Shrinkage form:
To create a new set:
Select Edit > Add.
Creating and Updating Shrinkage Sets
Right-click the view pane and select Add.
To edit an existing set:
Right-click a staff group and select Edit.
Select a staff group and select Edit > Edit.
3. Enter the necessary information as follows and save the form.
Select the General tab to enter the code and description for the set.
Select the shrinkage category tabs to view and manually edit daily and intra-day
shrinkage percentages.
Select the optional Automatic Calculation tab to define shrinkage calculations and use
those calculations to update the shrinkage set automatically (see next section).
Calculating Shrinkages Automatically

The Automatic Calculation tab of the Staff Shrinkage form (see previous instructions) lets you
can define shrinkage calculations and use those calculations to update this shrinkage set
automatically. This feature uses superstate time tallies to update shrinkage percentages in
selected categories based on past tracking data. Each record in the list specifies the two
superstates to be used in the shrinkage calculation for a particular category:
The superstate representing shrinkage time (numerator)
The superstate representing scheduled time (denominator)
Each shrinkage category can have only one calculation (superstate pair) defined for it.
Otherwise, there are no restrictions on editing or deleting records in this list.
To define a category calculation:
1. On the Staff Shrinkage form, select the Automatic Calculation tab and click Add, or select
a shrinkage category in the list and click Edit.
2. When the Shrinkage Calculation dialog box appears, select the category and superstate
codes, and click OK.
You cannot define calculations for the Unproductive category.
3. Click Save & Close or select File > Save to save the shrinkage set.
To calculate and update shrinkage percentages:
1. In the Staff Shrinkage form, save any valid changes you entered for the shrinkage set.
If you made errors, click Revert to cancel them.
2. Select Special > Calculate or click the corresponding toolbar button.
3. When the Calculate Shrinkages dialog box appears, select the appropriate options and click
OK.
4. Review the results displayed on the affected category tab(s).
5. Save the shrinkage set if the results are satisfactory.
User Guide
During an automatic-calculation run, Aspect Workforce Management calculates actual

shrinkage percentages for the selected categories, dividing the shrinkage tallies by the
scheduled tallies. It updates values in the shrinkage set based on the range of superstate data
you selected, the calculated percentages, and the update method you specified.
Note:
Accurate calculations depend on correctly defined superstates, as well as accurate official

segment data. Review the intra-day performance forecasts for the date range under
consideration to verify that revised scheduled staff and actual staff statistics agree.
Even if the day tallies are accurate, they might not be normal enough to use for updating
shrinkage percentages. Use care in selecting the superstate data to use, and in specifying
how much to weight to assign to the superstate data during averaging.
Creating and Updating Staffing Overlays

Define staffing overlays when you need to add or subtract required staff for certain intra-day time
periods on certain days, after staffing requirements have been estimated. Staffing overlays are
stored in sets, each of which covers all intra-day periods for seven days. Each staffing overlay
set is associated with a single staff group. You create and modify staffing overlays using the
Staffing Overlays module.
To create or edit a staffing overlay:
In the navigation pane, select Forecasting > Staff Group > Historical Patterns >
Staffing Overlays.
Select File > Open > Staffing Overlays.
The Staffing Overlays view appears.

To create a new staffing overlay, select Edit > Add, or right-click the view pane and select
Add.
To modify a staffing overlay, double-click the overlay to modify, or select Edit > Edit.
The Staffing Overlay form appears.

3. On the General page, enter or change the code and description.
4. On the Staffing Overlay page, enter or change intra-day values.
5. Save the form.
Using the Copy Historical Patterns Wizard

For some historical patterns, you can use the Copy Historical Patterns wizard to copy patterns
across forecast groups and staff groups. Pages appear in sequence and prompt you for the
needed information.
For forecast groups, the following modules provide this feature:
Editing Actual ACD Data
Normal NCO
Normal AHT
Holiday Factors
Cycle Cuts
Campaign Sets
Special NCO
Special AHT
Daily AHT Sets
For staff groups, the modules are:
Staff Shrinkage
Staffing Overlays
The wizard contains controls such as option buttons and drop-down lists; and fields in which you
enter data. Each page that requires you to supply information explains exactly what information
is needed.
To use the Copy Historical Patterns Wizard:
1. Open a Historical Patterns module.
2. Right-click the historical pattern to copy.
3. Select Copy To on the pop-up menu. The Copy Historical Patterns Wizard dialog box
appears.
4. Follow the on-screen instructions to copy the pattern.
Editing Actual ACD Data

The Actual Data module is a tool you can use to view and modify ACD data captured by your
ACD interface. Agent Productivity data can also be edited using the Actual Data module. The
most typical uses for the Actual Data module are associated with failures in either the ACD or
ACD interface where the needed information was not transferred to the Aspect Workforce
Management database.
Examples of this include:
User Guide
The ACD did not generate a needed report (or reports) due to an incorrect setting, or to a
malfunction.
The ACD transferred invalid information for some (or even many) intra-day time periods.
(This could be caused, for example, by something as simple as an incorrect date or time
setting on the MIS computer.)
The local-area network (LAN) connections between the ACD or the rest of your network
failed or malfunctioned so that data was not moved across the network. Or, data was
corrupted during the transfer from the ACD MIS to the Aspect Workforce Management
database.
Note: Do not use the Actual Data module to normalize ACD data; use the appropriate forms in
the Historical Patterns modules instead.
Part 4
Scheduling
Explains how to generate and test trial schedules based on scenarios, schedule
templates, and employee preferences. Explains how to make trial schedules official.
User Guide
Aspect Confidential
Part 4: Scheduling
Aspect Confidential
9
Chapter 9
Generating and Testing Schedules

This chapter explains how to generate and test Aspect Workforce Management trial schedules
based on scenarios, schedule templates, and employee preferences.
Scheduling Process Overview

The main purpose of the scheduling process is to create a schedule set that provides the most
efficient match of scheduled staff to workload throughout the day, while also satisfying the need
for reasonable schedules that employees are willing to work. Scheduling typically involves both
automatic and manual tasks.
Using the scheduling modules, you can:
Generate entire sets of new schedules designed to satisfy forecast staffing requirements, or
to satisfy a balance of staffing requirements and employee preferences.
Start with existing schedule sets, or official segments, and generate the additional schedules
needed to meet selected staffing requirements.
Test existing schedule sets against selected staffing requirements to estimate service
quality, net staff, and occupancy.
Scheduling Methods
There are two approaches in generating schedules:
Template-based scheduling generates unassigned schedules that match staffing

requirements as closely as possible, given your constraints and schedule templates.
Preference-based scheduling tries to satisfy staffing requirements or personal account

balances and takes individual schedule preferences for selected employees into account; it
also assigns those employees to the schedules created for them.
You can use both methods in a single project as you create or combine schedule sets for
various purposes.
Although each schedule set is associated with a specific staff group, with the standard Aspect
Workforce Management routing configuration (no allocation), you generate schedules by routing
set. The staff groups for which schedules are created are those that were included in the staffing
requirements forecast you select for that routing set.
User Guide
Chapter 9: Generating and Testing Schedules
Figure 9-1 illustrates template-based scheduling in the Generate Schedules stage. Preferencebased scheduling uses schedule preferences instead of templates and scheduling scenarios.
scheduling
scenario
which master template(s) to consider
summary
information
limits, stopping rule, etc.

official
segments
master template(s)
shift templates
segment window-rule set
Generate
Schedules
trial
schedules
staffing
requirements
forecast
schedule
set(s)
Test
Schedules
official
segments
summary
information
Figure 9-1 Template-Based Scheduling

You can find the schedule sets created by the scheduling process under their associated staff
groups in Trial Schedule Manager. To ensure the reliability of the information in your scheduling
reports, all schedule sets created by a particular schedule run are automatically locked against
any changes that involve adding, editing, or deleting segments. If you decide to make manual
changes to a schedule set, you can unlock the entire run using Trial Schedule Manager.
Table 9-1 traces the life cycle of a schedule.
Table 9-1 Life Cycle of a Schedule
Stage of Life
Description
Conception
A general blueprint for schedules comes from either a shift template you create
or an employee's schedule preferences.
Birth
You create a schedule automatically (using a Scheduler module) or manually

(using Trial Schedule Manager). Either way, the schedule resides in a schedule
set. At this stage, the schedule is called a trial schedule, because it may or may
not actually be used.
Generating Schedules for a Multiskill Routing Set
Table 9-1 Life Cycle of a Schedule (continued)

Stage of Life
Description
Childhood
Using Trial Schedule Manager, you can edit the schedule as needed, and assign
an employee to it. You can then make the schedule official, which creates official
segments for a particular range of dates.
There is technically no such thing as an official schedule, in the sense of having
its own general properties and defined starting and ending dates
(as with a trial schedule). There are only official segments, which follow the
pattern of the trial schedule from which they were created.
Adulthood
As a particular date approaches, you can use Official Schedule Editor or

Segment Worksheet to edit, add, or delete segments in order to cope with
changing circumstances and to fine-tune your staffing levels.
Old Age
After a date has passed, its official segments are still part of your tracking history,
until you purge that period of history from your database using Housekeeper
modules.
Generating Schedules for a Multiskill Routing Set

For staff groups that are part of a multiskill routing set, the scheduling process is more complex
than that of a single-skill routing set. The scheduling process generates schedules in several
stages, using additional processes to determine how the schedules should be distributed among
the different staff groups.
The most important concept to remember is that there is no single answer to the question of how
many staff are required for each staff group. The original staffing requirements in the forecast
you select are merely a starting point. The scheduling process revises these requirements, as
needed, to arrive at a solution that best satisfies all of your objectives, assumptions, and
constraints; not only those used in calculating required staff, but also those in the selected
scheduling scenarios.
Scheduling Sequence
There are many steps and iterations in the overall scheduling process, but these can be
grouped into three stages:
1. Generate the minimum number of schedules for each staff group, as specified in the
selected scheduling scenarios.
2. Generate most of the remaining schedules for each staff group.
3. Generate the remaining schedules necessary to satisfy each staff groups stopping rule.
In each stage, there are several iterations in which the multiskill staffing requirements
calculation is repeated, and additional schedules are created to satisfy a certain portion of the
revised staffing requirements. If individual groups are overstaffed or understaffed relative to their
staffing requirements at a given point in the process, you can redistribute the overall staffing
requirements to correct these imbalances.
User Guide
In effect, the current number of schedules for each staff group becomes a valid assumption for
the next staffing requirements calculation. The assumption is valid because it represents a
partial solution in which the other staffing and scheduling assumptions have already been taken
into account.
After generating schedules, the scheduling process uses a skill-based routing simulator to do a
final analysis of all schedules, including any base staff specified for this run. Using the routing
set, the forecast workloads, and the schedules as its main inputs, this process simulates
individual contacts and agent behaviors to arrive at reliable estimates for expected service
quality, as well as other statistics. Based on these service quality estimates, a final staffing
requirements calculation is done to provide you with net staffing statistics.
Evaluating Net Staff Results

It is important to understand that a given staff groups net staffing statistics are useful only if you
also consider the statistics for the other staff groups that are affected (by virtue of being
associated with the same forecast groups). Any manual change that you make to a schedule
can change the effectiveness of the other schedule sets in unforeseeable ways. For more
information, see Interpreting Skill-Based Statistics on page 12-66.
The only reliable way to bring the service quality closer to a goal is to correct the reported overand understaffing for each of the related staff groups. If this is not feasible, given the staff
resources and the types of schedules available to you, try to match the indicated corrections as
closely as possible and run a schedule test to evaluate the results (which will include revised
staffing requirements).
Working with Schedule Templates

Schedule templates are design specifications, or blueprints, from which the scheduling process
generates schedules. There are four types:
Shift templates, each of which includes a certain shift span, allowable day-on/day-off
patterns, and time-of-day restrictions
Master templates, each of which assembles one or more shift templates into a single
sequence of days and sets rules that apply to that entire sequence
Segment window-rule sets, which control the creation and placement of required
segments, especially breaks
Schedule profiles, which you can use for applying certain types of work rules and equity
rules in scheduling (and for finding schedules in the Trades Bulletin Board view of eSchedule
Planner).
Shift templates and master templates are used only in template-based scheduling (they are not
used in preference-based scheduling because the schedules are based on employee
preferences and run-time parameters). Schedule profiles are required for equity rules and most
types of work rules.
You select a window-rule set when setting up a schedule run. In template-based scheduling,
you also select a scheduling scenario for each staff group you are including. The scenario
Working with Schedule Templates
identifies the master templates that the scheduling process can use for that staff group, as well
as how much each of them can contribute to the total number of new schedules.
The variety of schedule templates you create depends on at least two considerations: which
kinds of schedules employees are willing to work, and how much your workload varies
throughout each day of the week. In general, the more varied your schedule templates are with
respect to both span and workday patterns, the more choices the scheduling process will have
in creating an efficient set of schedules.
If you plan to use automatic assignment, your schedule templates also need to fit the type of
assignment you choose (single-schedule or multiple-schedule):
For multiple-schedule assignment, each master template should cover one week. It can
contain one shift template consisting of one working day and six days off.
For single-schedule assignment, each master template should cover one week. It can
contain one or more shift templates with any number of working days and days off.
Figure 9-2 shows how the scheduling process uses templates and window rules. This is a
template-based schedule run. A preference-based run does not use shift templates, master
templates, or scenarios. (Both types of runs can use schedule profiles, which are not shown
here.)
shift
template(s)
master
template
week 1
other master
templates
(optional)
week 2
scheduling
scenario
segment
window-rule
set
Scheduler
modules
schedules
created from
other master
templates
2-week
schedules
week 1
week 2
Figure 9-2 Example of Schedule Templates in a Schedule Run

Most users generate one-week schedules and use only one shift template per master template.
You can use several shift templates, and schedules can be longer than one week (depending on
the limit you set using the SchHorWks system parameter).
User Guide
The scheduling scenario lets you designate any number of master templates to be considered
during the run. For most applications, a single master template is sufficient. Figure 9-2 shows
one master template and its resulting schedules.
The schedules resulting from this master template are all two weeks in length, and all adhere to
the same shift templates and window rules. They are likely to differ in their details, such as start
times, break times, specific days of the week worked, and so on.
Using Shift Templates and Master Templates

To use shift templates and master templates in a schedule run:
1. Create the required shift templates.
2. Create master templates and assign shift templates to them. Or, assign shift templates to
existing master templates.
3. Assign the master templates to a scheduling scenario, and specify the scenario assumptions
for each master template.
Note: You can assign a single master template to multiple scenarios; a given scenario can
use multiple master templates.
4. Create a template-based schedule run, assigning the scheduling scenario to the staff group
you will use in the run.
Creating Shift Templates

By creating a shift template, you define a particular type of shift that you want to use in templatebased scheduling.
You define a shift in terms of its:
Segment code
Shift length (span)
Allowable start times and stop times
Allowable workday patterns (days on and days off)
The segment code should be a container segment. The scheduling process will create work
segments and breaks that fall entirely within its span, using the applicable window rule to
determine break placement.
By including the shift template in a master template, and associating that master template with a
scheduling scenario, you make that shift template available for use in scheduling. The
scheduling process can use any of its workday patterns and allowable start/stop time
combinations to create schedules.
To create or edit a shift template:
In the navigation bar, select Scheduling > Schedule Templates > Shift Templates.
Creating Shift Templates
Select File > Open > Shift Templates.
2. In the view pane, right-click a shift templates and select Add, Duplicate, or Edit.
You can also create a shift template by copying its contents from another one.
To copy a shift template:
1. Right-click the template to copy, and select Duplicate.
2. Enter a name and description.
Deleting a shift template is possible only if it is not already referenced in a master template.
Select the Tools > Show Cross-References option to view the dependent data, if any.
Rules for Creating Workday Patterns

In addition to checking for the required General properties, Aspect Workforce Management
enforces the following rules when you try to save a shift template, and notifies you of specific
violations:
A shift template must have at least one workday pattern, but not more
than 256.
Each pattern must have at least one working day. (Days off are optional.)
The total number of days (on and off) in a pattern cannot exceed the limit you set using the
SchHorWks system parameter (two weeks by default).
All patterns in the shift template must have the same number of working days.
There cannot be two identical patterns in the same shift template.
No blank cells are allowed anywhere to the left of a day on or a day off. Blanks are used only
to mark the end of a pattern.
Guidelines for Creating Workday Patterns

It is useful to recognize the difference between unique patterns and redundant patterns.
Remember that the days off in a pattern are floating days off (relative to the working days), but
they are fixed relative to each other. In other words, a pattern has no particular starting point.
Consider the example pattern shown in Figure 9-3.
Figure 9-3 Workday Pattern Example
User Guide
This pattern means any seven-day period having exactly two days off, separated by a single
working day. It can result in any of the schedule patterns shown in Figure 9-4.
S
on
on
off
on
off
on
on
on
on
on
off
on
off
on
on
on
on
on
off
on
off
off
on
on
on
on
off
on
on
off
on
on
on
on
off
off
on
off
on
on
on
on
on
off
on
off
on
on
on
Figure 9-4 Resulting Schedule Patterns Example

You do not need to define all seven of the preceding patterns as workday patterns; any one of
them would suffice.
If you want to limit this flexibility, you can designate specific required working days or required
days off in your master template. However, you will need to consider how this will affect the
outcome so you can design your workday patterns to get the desired results.
Creating Master Templates

A master template lets you assemble one or more shift templates into a single sequence of
days, and specify rules that apply to that entire sequence. The schedules generated from that
master template all have the same number of days as it does, and they all adhere to its rules.
However, they can differ from each other with respect to workday patterns and other
characteristics defined in the shift templates.
To create or edit a master template:
In the navigation bar, select Scheduling > Schedule Templates > Master Templates.
Select File > Open > Master Templates.
To create a new master template, right-click the view pane and select Add.
To edit or copy a master template, right-click a master template, and select Duplicate,
or Edit.
You use a master template by including it in one or more scheduling scenarios, which you
create using the Scheduling Scenarios module. You can use several master templates in the
same scenario, and you can specify the proportion of all schedules (as a percentage, numerical
value, or both) that can be generated from each of those master templates.
Deleting a master template is possible only if it is not already referenced in a scheduling
scenario. Select the Tools > Show Cross-References option to view the dependent data, if
any.
Creating Master Templates
Designating Required Working Days and Days Off

Using the Day Type option on the Master Template form, you can insert required days off in the
sequence of assigned shift templates. You can also designate particular days within a given
shift template as required working days. A required day off is treated as an extra day in the
sequence (outside of any shift template), but a required working day is treated as part of the
shift template assigned to that day.
When designating required days of either type, be sure to consider whether they will conflict with
the Consecutive Working Days and Consecutive Days Off constraints you specified on the
General page of the form. Also, keep in mind the additional implications discussed in the
following sections.
Required Days Off

Inserting a required day off automatically moves the shift template assignment for that day (as
well as all shift template assignments that follow it) forward by one day. Changing a required day
off to Normal, or changing it to Required On, has the reverse effect. In both cases, other
required days (off or on) remain where they are.
If you want your master template to consist of full weeks, you need to plan for this lengthening
effect when you create your shift templates. For example, if you want to use one required day
off, you need to omit that day from the shift template altogether, by creating a workday pattern of
six days, rather than seven days. (The six-day pattern can also have its own, independent daysoff pattern.)
Required Working Days

Specifying a required working day (Required On) does not change the shift template assignment
for that day, or for any other day. It does often eliminate one or more possible variations of that
shift template (the variations in which that day could have been a day off). For example,
suppose that a shift template allows for the workday patterns shown in Figure 9-5.
S
on
on
off
on
off
on
on
on
on
on
off
on
off
on
on
on
on
on
off
on
off
off
on
on
on
on
off
on
on
off
on
on
on
on
off
off
on
off
on
on
on
on
on
off
on
off
on
on
on
Figure 9-5 Workday Patterns Example

Designating Saturday (Y) as a required working day in your master template would have the
effect of prohibiting schedules that use patterns 3 and 5. Designating Sunday (S) as a required
working day would eliminate patterns 4 and 6.
User Guide
Use care in designating required working days. It is possible to create a situation in which none
of the patterns in the assigned shift template can be used by the scheduling process, in which
case the entire master template will not be used.
Defining Segment Window Rules

You define segment window rules mainly to tell the scheduling process how to create breaks
(including lunches) and any other segments that must be included in your schedules (such as
wrap-up work at the end of each shift).
Essentially, a window rule describes the following:
By inference, which shift templates or schedule preferences the rule applies to (identified by
a segment code and a range of spans)
The segment codes and durations to use for breaks
Approximately where each break should fall within the shift
Because the scheduling process can generate several shift types in a given run, you store your
window rules in sets. For each schedule run, you select one window-rule set, which applies to all
staff groups included in that run. You must design the window-rule set so that each shift
template or schedule preference you plan to use will be covered by a rule.
Window rules are so named because each break segment has a defined time range, or window,
in which it can be placed relative to another segment called the anchor segment. The anchor
segment represents the shift as a whole, and corresponds to the container segment you
associated with the shift templates, or the container segment you specify when setting up a
preference-based schedule run. Given a rule such as the first break can start any time from one
to two hours after the start of an eight-hour shift, the scheduling process can vary break times
among different schedules, in order to maintain the appropriate staffing levels at all times.
When the scheduling process creates breaks for a given schedule, it considers not only the
applicable window rules, but also the minimum interbreak interval, which you specify when
setting up the run. The minimum interbreak interval and the window rules work together: two
breaks will not be placed nearer to each other than the minimum interbreak interval allows, even
if their respective window rules would otherwise allow it. For example, if the first break is placed
toward the latter part of its time window, the lunch (or next break) might be placed toward the
latter part of its own window to satisfy the minimum interbreak interval.
Window rules are also used in break optimization. Here, segments are not created; rather, the
start times of existing break segments are changed. The window rule you specify not only
constrains the optimization process, but it also identifies the segment codes that can be moved.
Creating a Segment Window-Rule Set

To create a segment window-rule set:
In the navigation bar, select Scheduling > Schedule Templates > Segment Window
Rules.
Select File > Open > Segment Window Rules.
Defining Segment Window Rules
To create a new Segment Window Rule set, right-click the view pane and select Add.
To edit or copy a Segment Window Rule set, right-click a segment rule set, and select
Duplicate, or Edit. The Segment Window Rule Set form appears.
3. Select the General tab and enter a code and description for the set.
4. Select the Window Rules tab and add the rules to include in this set.
5. Save the form.
Understanding the Window-Rule Tree

Each rule in a window-rule set includes one anchor segment (typically a container representing
a particular type of shift) and one or more segments (typically breaks) that will be scheduled in
relation to it. Because the placement of each break segment depends on the placement of the
anchor segment, the window rule set is represented as a tree, with the anchor segments as the
main branches and the other segments as sub-branches.
Most users find it convenient to organize their window rules one-level deep; that is, all break
segments in a given rule are related directly to the anchor segment. You add each break
segment by selecting the anchor segment in the tree and selecting Add.
You can also create rules in which break segments are related to other break segments; for
example, where lunch is scheduled relative to the first break, and the second break is scheduled
relative to lunch. In that case, you select the first break (instead of the anchor segment) in order
to add the lunch, then select the lunch in order to add the second break.
User Guide
Figure 9-6 explains the tree structure of a sample segment window-rule set.
The code for this windowrule set. Select this first if

you want to add a rule.
My Rule Set
Short (SHIFT)
BRK1ST
Medium (SHIFT)
BRK1ST
The code for the anchor segment

to which this rule applies.
BRKLST
The name for this window
rule. Select this to add a
segment to the rule, to edit
the rule name, or to change
the range of shift spans to
which the rule applies.
Full (SHIFT)
BRK1ST
The codes for the segments
covered by this rule. Select one of
these to fill in the details
governing its placement relative to
the anchor segment.
LUNCH
BRKLST
Each segment has a "window" of time in which it must fall.
SHIFT
time
of day:
00:00
01:00
02:00
03:00
04:00
05:00
06:00
07:00
08:00
Figure 9-6 Tree Structure of a Sample Segment Window-Rule Set
Options for Applying a Segment Window Rule

The Relation section of the Segment Window-Rule Set form lets you select one of the following
methods (see Table 9-2) to determine how the time window is applied to the break (or other)
segment. In all cases, Beginning refers to a start time and End refers to a stop time.
Table 9-2 Methods for Determining How the Time Window is Applied
Method
Rule
Beginning - Beginning
The beginning of the [break]

segment must fall within the
window, and the From and
To times are measured
from the beginning of the
Relative To segment
(typically the anchor
segment).
Example
allowable
start times
window
(Interval = 00:15)
From 1:00
To 2:00
anchor segment
time
of day:
08:00
09:00
10:00
11:00
12:00
Defining Schedule Profiles
Table 9-2 Methods for Determining How the Time Window is Applied (continued)
Method
Rule
Beginning - End
The beginning of the [break]

from the end of the Relative
To segment (in this
example, the lunch
segment).
Example
allowable
start times
window
From 1:00
To 2:00
lunch
time
of day:
anchor segment
12:00
End - Beginning
End - End
The end of the [break]

from the beginning of the
Relative To segment
(typically the anchor
segment).
The end of the [break]
from the end of the Relative
To segment (in this
example, the lunch
segment).
(Interval = 00:15)
13:00
14:00
15:00
16:00
allowable
stop times
window
(Interval = 00:15)
From 1:00
To 2:00
anchor segment
time
of day:
08:00
09:00
10:00
11:00
12:00
allowable
stop times
window
From 1:00
To 2:00
(Interval = 00:15)
lunch
time
of day:
anchor segment
12:00
13:00
14:00
15:00
16:00

A schedule profile is a logical description of a possible shift or day off for one employee.
Applications can use a schedule profile to evaluate the segments associated with a particular
nominal date and determine whether that schedule matches the profile. If a schedule does not
match the profile, it is eliminated from further consideration.
There are two uses for schedule profiles:
If you use equity rules or certain types of work rules in preference-based scheduling or
automatic assignment, you create schedule profiles for those rules to use in identifying
affected schedules.
If your contact center uses the Trades Bulletin Board feature of eSchedule Planner, you
create schedule profiles as a means for employee users to filter schedule trade offers.
Some examples of typical schedule profiles are:
User Guide
day on
day off
weekend shift
holiday shift
night shift
The example in Figure 9-7 shows how a schedule profile filters out schedules that do not match
the applicable days or all of the attributes.
candidate
schedules
Schedule Profile
Applicable Days
Attributes
eliminated
schedules
work times
Condition: detail segment NIGHT
types of work
Condition: detail segment BILL

OR...
Condition: detail segment COLL
matching
schedules
Figure 9-7 Diagram of a Schedule Profile

A schedule profile has two main parts:
Applicable days: The nominal dates for which schedules are to be checked for the attributes
you specify. You can express applicable days either as specific calendar dates
or as applicable days of the week. Segments not associated with an
applicable date are eliminated from further checking.
Attributes:
The criteria that must be true of a schedule for it to be counted as a match.

Examples of general attributes include work times, shift durations, and
particular segments. Each attribute has one or more conditions by which a
schedule can qualify as a match.
You do not have to specify applicable days for a schedule profile; by default, a schedule profile
applies to all nominal dates. But you must define at least one attribute.
Each attribute consists of one or more conditions, any of which can qualify a schedule as a
match. For example, if you define an attribute named Weekend Shifts, you might need just one
condition to identify all weekend schedules. In other cases, you might need to create several
conditions to expand the scope of what can qualify as a match.
Note:
To match a schedule profile, the segments for a given nominal date must match all of the
profiles attributes. However, the segments need satisfy only one of an attributes conditions
to match that attribute.
Each profile you create should be designed for a particular application. For example, to help
employee users find posted schedule trade offers, you should create a limited number of
profiles representing easily understood shift types. But in building work rules or equity rules,
you might need to create specialized profiles of interest only to advanced users.
When you create a schedule profile for use with the Trades Bulletin Board application, an
additional administrative task is required to make the profile visible: Using the Security
Profiles module, a system administrator needs to enable the profiles instance lock in the
security profile(s) assigned to employee users.
To create or edit schedule profiles, use the Schedule Profiles module, which displays the
Schedule Profiles view. (Use File > Open or select Scheduling > Schedule Templates >
Schedule Profiles in the navigation pane.)
Using the Schedule Profile Form

Use this form to define the schedule profile. You can access by selecting Edit > Add from the
Schedule Profiles view. This form has three pages:
General
Applicable Days
Attributes
In addition to the name and description, you must enter at least one attribute for this profile.
General Page
Here you enter the name and description of the schedule profile. If this profile includes a
condition that uses time constraints (Attributes page), you might also need to change the Time
Zone setting:
User Guide
Leave the Employee Time Zone option selected if the start times or stop times in your time
constraints represent the employees local time. For example, a time constraint of 9:00 a.m.
will be interpreted as 9:00 a.m. wherever the employee is located.
If the start times and stop times represent a specific time zone, select the Time Zone option;
then select that time zone from the drop-down list. For example, a time constraint of 9:00 will
be interpreted as 8:00 a.m., 10:00 a.m., and so on, depending on the employees time zone
relative to the one you select.
Applicable Days Page

Here you can limit the possible schedules to those associated with certain days of the week or
specific calendar dates. By default, any day of the week and any date applies. In any case, a
segments nominal date determines whether it matches the days or dates you specify here.
Select the appropriate option and specify the applicable days as follows:
Days Of Week: Click the drop-down list and select the days of the week that are applicable.
Dates: Select the applicable dates in the calendar.
When Dates is selected, there are several ways you can specify applicable dates. In the
calendar area, you can specify individual dates by double-clicking them. Each date remains
selected (bold) until you double-click it again.
You can also add, or remove, multiple dates at once. Use either or both of these methods:
Click the Enter Range button and use the Enter Range dialog box. In addition to specifying a
range of dates, you can omit specific days of the week.
Select dates in the calendar and then use the pop-up menu to add or remove them. To do
this, use Shift+Click to select a range of dates, or use Ctrl+Click to select several individual
dates. Then right click your selection and select either Add or Remove on the pop-up menu.
Attributes Page
Here you specify one or more attributes that schedules must have in order to match this profile.
Click the first Add button (under Attributes) to add an attribute. Then, with the new attribute
selected in the list, click the Add button under Conditions to add a condition to that attribute.
On the Add/Edit Condition dialog box, you specify the characteristics that will qualify a schedule
as having the selected attribute. For example, if you have created an attribute described as
Night Shift, this is where you define exactly what that means in terms of start times and stop
times. (If the selected attribute cannot be defined using only one condition, you can add more
conditions; only one condition needs to be true for a schedule to have the attribute.)
Both the Attributes section and the Conditions section have buttons for editing and deleting. To
edit or delete a condition, first select the attribute containing it.
Setting Up Equity Rules and Work Rules

Equity rules and work rules are constraints you can apply to the process of assigning employees
to schedules. The two types of rules have different objectives but are similar in function. Both
types:
can be applied in either automatic assignment or preference-based scheduling
use schedule profiles to identify schedules subject to the rule
operate independently of employee schedule preferences
can include existing official schedules, past and future, when checking a trial schedule
Equity Rules
can use either a moving time window or a fiscal calendar to determine the additional days to
consider when checking a schedule
must be included in a rule set to be available for use in assigning employees
You can use either or both types of rules in a given automatic assignment or preference-based
schedule run: use the Advanced page of the dialog box to select the rule set.
Equity Rules
The objective of using equity rules is to distribute particular types of schedules as equally as
possible among specific employees over some period of days. For example, you might want a
group of employees to all work the same number of weekend shifts per month, or the same
number of holiday shifts per year.
To set up equity rules:
1. Use the Schedule Profiles module to define the schedule profile to use for each equity rule.
2. Use the Equity Rules module to define one or more equity rules.
3. Use the Equity Rule Sets module to create an equity rule set and add the rules to it.
Work Rules
The objective of using work rules is to ensure that employees do not get assigned to schedules
that would create undesirable or unfair work schedules over a period of days. For example, you
might want to ensure that no employee works more than a certain number of days without a
minimum amount of time off. Each work rule is enforced by a particular software plug-in, which
you select when configuring the rule.
To set up work rules:
1. Use the Schedule Profiles module to define the schedule profile to use for each work rule.
2. Use the Work Rules module to define one or more work rules.
3. Use the Work Rule Sets module to create a work rule set and add the rules to it.
Work Rule Plug-ins Provided with the Software

The following work rule plug-ins are installed automatically when you install the Aspect
Workforce Management rich-client software on a server or workstation:
User Guide
Maximum Consecutive Schedule[s]
Minimum Consecutive Schedule[s]
Maximum Schedule[s] in Window
Minimum Schedule[s] in Window
Minimum Time Off After Schedule
Minimum Continuous Time Off in Window
Maximum Time in Window
Minimum Time in Window
Conditional Schedule
Table 9-3 describes each of the plug-ins. For information about how to configure them, see the
online Help.
Table 9-3 Rule Plug-ins Provided with the Software
Rule Plug-in
Purpose
Maximum
Consecutive
Schedule[s]
Prevents an employee from being assigned to a schedule that would result in too
many consecutive schedules matching the selected profile. For example, a value of 2
prevents the employee from being assigned to the same type of shift for three days in
a row.
Minimum
Consecutive
Schedule[s]
Prevents an employee from being assigned to a schedule that would result in not
enough consecutive schedules matching the selected profile. For example, a value of
3 prevents the employee from being assigned to two consecutive schedules
surrounded by days off before and after.
Maximum
Schedule[s]
in Window
many schedules matching the selected profile within a range of nominal dates. For
example, you might want to limit the number of night shifts allowed in each fiscal
period.
Minimum
Schedule[s]
in Window
Prevents an employee from being assigned to a schedule that would result in not
enough schedules matching the selected profile within a range of nominal dates. For
example, you might require that each employee work at least two weekend shifts in
each fiscal period.
Minimum
Time Off
After Schedule
Prevents an employee from being assigned to a schedule that would result in an

insufficient amount of time off following a series of consecutive schedules matching
the selected profile. For example, you might want to ensure that employees have at
least 24 hours off after working two night shifts in a row.
Minimum
Continuous
Time Off in
Window
Prevents an employee from being assigned to a schedule that does not provide
enough continuous time off within a specified window of time. For example, you might
want to ensure that employees have at least 35 continuous hours of time off each
week.
Maximum
Time
in Window
much time in a particular superstate during a range of nominal dates. For example,
you want to limit how much time an employee can be scheduled for data-entry work
during any 7-day period (a moving time window).
Minimum Time
in Window
Prevents an employee from being assigned to a schedule that would result in

insufficient time in a particular superstate during a range of nominal dates. For
example, you might require that some employees be scheduled for at least four hours
of coaching per month.
Conditional
Schedule
Prevents an employee from being assigned to consecutive schedules matching a

certain profile (condition 1) unless there is a also a sequence of schedules matching
another profile (condition 2) either before or after the condition-1 schedules.
Creating and Modifying Scheduling Scenarios
Conditional Schedule work rules are the most complex, because they use two schedule profiles
and evaluate their schedule matches against each other in time. The following are examples of
rules you might configure using this plug-in:
An employee who works three night shifts in a row must have the next day off.
An employee who works five days in a row must have the next two days off.
An employee who has two days off in a row must work the next day.
By clearing the Consider Not Applicable Day(s) Between Conditions check box, you can
configure rules such as:
An employee who works on Saturday must have the next Saturday off.
An employee who works on a Saturday must have had the previous Friday off.
An employee who works on two holidays in a row must have the next holiday off.
Note also the following points:
To pass the work rule, a schedule (or sequence of schedules) does not have to satisfy
condition 1. The rule requires only that if condition 1 is satisfied then condition 2 must
precede or follow it.
The schedule assignment process evaluates official schedules that exist before and after the
date range of the schedule run or automatic-assignment run. It ignores official schedules that
exist within the date range.
Official schedules outside of the selected date range can cause a rule failure, but only if there
is no way to correct the violation by assigning schedules within the date range. In other
words, if official schedules are the only reason for a rule failure, the trial schedules pass the
rule.
Creating and Modifying Scheduling Scenarios

Use the Scheduling Scenarios module to create and modify scheduling scenarios.
Creating a New Scheduling Scenario

To create a new scheduling scenario:
In the navigation bar, select Scheduling > Staff Group > Scheduling Scenarios.
Select File > Open > Scheduling Scenarios.
To create a new Scheduling Scenario, right-click the view pane and select Add.
Use Add to create a new scenario and enter all the necessary assumptions. A new
scenario form contains default entries for many assumptions.
User Guide
To copy a Scheduling Scenario, right-click a scheduling scenario, and select Duplicate.
After entering a code and description, and saving the scenario, right-click and select
Edit to modify scenario properties and assumptions.
Use Duplicate to create a new scenario that is similar to an existing scenario and you
want a new scenario with only a few changes.
3. Select option check boxes to specify which assumptions to use.
4. Save the form.
Modifying a Scheduling Scenario

To modify a scheduling scenario:
In the navigation bar, select Scheduling > Staff Group > Scheduling Scenarios.
Select File > Open > Scheduling Scenarios.
2. Double-click the scenario to modify, or right-click the scenario and select Edit. The
Scheduling Scenario form appears.
3. For each page of the Scheduling Scenario form, enter the assumptions.
4. Save the form.
Generating Template-Based Schedules

The objective of template-based scheduling is to generate an unassigned schedule set to meet
the staffing requirements for a particular staff group and range of dates.
You have the option to start with existing trial schedules, or even official segments, and
generate only those additional schedules that are needed. The generation process analyzes a
set of staffing requirements from a forecast run and automatically creates a schedule set that
tries to meet those requirements, according to the objectives and constraints you set.
These objectives and constraints include:
Run-time options (choices you make when creating the schedule run)
Scheduling scenario assumptions
Schedule templates, including segment window-rules
Scheduling Process Summary

The scheduling process can be summarized as follows:
1. Create and verify forecasts.
2. Use the forecasts to generate schedules.
3. Manage the resulting schedule sets.
Procedure for Generating Schedules
Figure 9-8 provides a roadmap diagram that breaks down the process into a series of steps and
shows which information is used to create each step.
Create a
volume forecast
Create a
staffing forecast
Staffing forecast
Staff groups
Scheduling scenarios
Break rule set
Generate schedules
Interbreak interval
Base staff options
Manage
trial schedules
Limits
Figure 9-8 Scheduling Process Roadmap Example

Because each of these steps is comprised of smaller steps, the entire process can seem long
and involved, at first. You can use much of the same information again and again. Once proven,
scenario assumptions and schedule sets used as base staff can be left unchanged over several
schedule runs (though you should test base staff regularly). Likewise, schedule templates and
many of the assumptions and settings used in forecasting can remain unchanged over multiple
runs.

To generate template-based schedules:
1. Create a staffing requirements forecast for the target date range.
2. Verify that the scheduling scenario and schedule templates you plan to use (including
window rules) are appropriate for this schedule run.
In the navigation bar, select Scheduling > Routing Set > Schedule Runs.
Select File > Open > Routing Set Schedule Runs.
4. In the view pane, right-click a schedule run.

If you are scheduling for a staff group whose staffing requirements have been allocated,
select a Staff Group Schedule Set instead of a routing set.
5. Select one of the following options on the pop-up menu:
User Guide
Add Template-Based SchedulesTo generate schedules now and watch the progress
of the run (you will not be able to use other Aspect Workforce Management features in
the meantime).
AutoRunTo execute the run as a separate process, either now or later.
6. In the Create Schedule Run dialog box, enter the necessary information, and click OK.
Note: You can also generate template-based schedules using the Scheduling Wizard.
Viewing a List of Schedule Runs and Tests in Progress

The Aspect Workforce Management client/server architecture makes it possible for multiple
users to have schedule runs in progress simultaneously; and a single user can have more than
one run in progress.
To view a list of runs in progress, open the scheduling module and select Special > View
Runs In Progress.
Viewing or Editing a Completed Schedule Run or Test

To view or edit the properties of a schedule run or schedule test:
1. Open either the Routing Set Schedule Runs module or the Routing Set Schedule Tests
module. (There are equivalent scheduling modules for individual staff groups).
2. Expand a routing set in the list and right-click the schedule run or test.
3. Select Edit on the pop-up menu. The Properties dialog box appears, where you can view the
runtime settings used and the diagnostic memo.
You can also edit the Name and Description of the run or test.
4. Click OK to close the dialog box (or Cancel if you made changes you do not want to save).
Graphing a Completed Schedule Run or Test

To graph a schedule run or schedule test:
1. Open the Scheduling module and select the routing set or staff group for which you
created the run or test.
2. Select Schedule Runs or Schedule Tests, as appropriate.
3. In the view pane, right-click the run or test and select Graph, or select the run or test, and
select Tools > Graph. The Graph window appears.
About Base Staff

A base staff is a group of existing schedules, typically a schedule set, that you can use as a
starting point when generating new schedules. New schedules created are in addition to the
base staff schedules. You can use any schedule set as base staff. Depending on your objective,
you might also want to use official segments.
The reasons you might want to use a base staff include:
Setting Limits on Template-Based Schedule Runs
If you have a group of employees who always work the same schedule (for example, full-time
or senior full-time employees), you can keep their schedules in a schedule set that you can
use as base staff each time you generate schedules.
If you generate a schedule set that proves to be especially effective, you can keep it as a
schedule set and use it as a base staff in subsequent schedule runs.
If you regularly generate a very large number of schedules, and you know that you will
always need a certain number of similar schedules, you can create a schedule set to use as
base staff. This shortens the time it takes for a schedule run because new schedules are
generated only to cover the difference between what is needed and what is available in the
base staff.
After using a base staff, be sure to carefully review scheduling reports to verify that no
overstaffing results (unless it is intentional). A base staff may be well within the staffing
requirements for one part of the year, but not another.
Using a Base Staff in a Schedule Run

To use a base staff in a schedule run:
1. In the Create Schedule Run dialog box or the Preference-Based Schedule Run dialog box,
select the staffing requirements forecast.
2. Select the Staff Groups tab.
3. Select the staff group with which the base staff you want to use is associated.
4. Click Options. The Staff Group Options dialog box appears.
5. If necessary, select the Base Staff tab. The Base Staff dialog box appears.
6. Specify base staff options.
Setting Limits on Template-Based Schedule Runs

While you will typically not know how many schedules you need for a given period, in many
cases you will know the minimum and maximum number of schedules you want to allow. For
example, if your organization has 25 work positions available for a given forecast group, you
might want to tell Aspect Workforce Management to generate no more than 25 schedules for
that forecast group, for any given time period.
You can limit the number of schedules generated in a given run, and the number of schedules
generated for any given time period, based on the following:
Master templates:
User Guide
When you select master templates for use in a given scheduling scenario,
you can specify the minimum and maximum number of the schedules in a
given run that can be based on each master template; and, you can limit
the percentages of the total schedules that can based on a given master
template. When you select that scenario for particular staff group, you set
limits on how schedules are generated for that staff group.
Total schedules:
You can specify the minimum and maximum number of schedules that
should be generated using a given scheduling scenario. When you select
that scenario for a particular staff group, you limit the number of schedules
generated for that staff group.
FTEs per week:
You can specify the minimum and maximum number of FTEs per week
that can result from using a given scheduling scenario. When you use that
scenario for a particular staff group, you set limits on the number of
schedules that can be generated for that staff group.
Positions staffed
per period:
In a scheduling scenario, you can specify the minimum and maximum

number of positions that can be staffed for any time period, and for each
staff group that uses that scenario. For example, if you specify a maximum
of 20, no period over the course of the entire schedule run can have more
than 20 positions staffed.
Stopping rule:
You can specify that the scheduling process should stop generating
schedules when it can make no further improvements to the coverage of
staffing requirements without exceeding the constraints of the stopping
rule you specified in each scheduling scenario.
Available hours:
The scheduling process will not generate schedule segments for times that
fall outside the available hours of the staff group that the segments are for,
even if there are forecast staffing requirements for those times.
Decision-Making Hierarchy for Limits

During a template-based schedule run, the scheduling process stops creating schedules when it
reaches any one of several limits you can specify. Only the top-level limits are hard limits. If, for
example, the maximum percentage for a given master template has been reached, but the
Using Preference-Based Scheduling
minimum number of FTEs has not been met, the scheduling process might exceed the
maximum percentage for the master template to meet the FTE minimum (see Figure 9-9).
Available hours
Maximum number
of schedules
Maximum number
of FTEs
Minimum number
of FTEs
Maximum schedules
per master template
Minimum schedules
per master template
Maximum number
of positions allowed
Stopping rule
Allowed deviation
staffing requirements
Min / Max percent

per master template
Figure 9-9 Scheduling Decision Making Process
Using Preference-Based Scheduling

Preference-based scheduling is a method of generating trial schedules that tries to satisfy
employees schedule preferences and provide coverage of staffing requirements. Unlike
template-based scheduling, preference-based scheduling uses each employees preferences to
construct single-day schedules and assigns the employee to those schedules.
After you have generated preference-based schedules, you can work with the resulting
schedule sets just as if you had generated single-day schedules based on templatesthe only
difference is that the employees are already assigned. If the preference-based schedule sets
create understaffing, you might also want to use them as base staff in a template-based run in
order to generate the additional schedules needed.
You can generate a report on a preference-based schedule run just as you would for a templatebased run. The Assumptions part of the report includes a diagnostic summary showing the
preference set used for each employee, as well as each of the employees schedules (if any)
along with the skill and the preference it satisfied.
User Guide
Run-time Parameters
Although scheduling scenarios are not used in preference-based scheduling, there are a
number of other assumptions and parameters you specify at run time:
The goal, or basis on which to determine each employees target paid hours for the week:
staffing requirements or personal account balances
The balance between emphasizing schedule preferences vs. coverage that you want the
scheduling process to use in evaluating the possible schedules for each employee
The employees and schedule preferences to be considered, identified by preference set
The order in which the selected employees will be processed (by seniority, for example), as
well as the priorities to use in evaluating schedules for a given employee (such as skills
versus preferences)
Whether to merge each employees generated single-day schedules into one schedule or
leave them as generated
Rules governing the start-times and spans of shifts, as well as the window-rule set to use for
governing the placement of breaks
How to handle general segments that already exist as official segments during the date
range of this run: whether some general segment states will result in a normal (unpaid) day
off and others will result in an extra, dummy trial schedule
Advanced (optional) limits governing how single-day schedules are selected for a given
employee so as to result in a reasonable work week: for example, having enough time off
between shifts
Other advanced parameters: the option to use work rules and equity rules, and the ability to
control the maximum search depth for finding the best combination of schedules for an
employee
How Target Hours Are Calculated

The period covered by a schedule run can be any number of days up to a maximum of six
weeks. If the period is longer than one week, the scheduling process divides it into two or more
subperiods of no more than seven days each. It then calculates each employees target hours
and assigns the employee to schedules for each subperiod, one subperiod at a time.
The calculation of an employees target hours for a given subperiod proceeds according to the
goal settings you specified at run time: whether to use staffing requirements or personal
accounts as the basis, the minimum and maximum number of work hours per week, and (if
personal accounts are being used) whether to override each employees weekly preference
goal.
When personal accounts are being used, the calculation of target hours takes into account the
employees personal account balance for the fiscal period, or periods, that apply during the date
range of the run. This total is allocated among the subperiods based on their staffing
requirements, with more hours allocated to the subperiods having higher requirements. As
scheduling proceeds, however, each subperiods target hours are adjusted based on the
amount used up in the previous subperiods. The calculation also takes into account official
schedules and schedule requests that occur before the From date of the schedule run, but it
ignores official segments and schedule requests during and after the date range of the run.

To generate preference-based schedules:
1. Create a staffing requirements forecast for the target date range.
2. Identify the employees to select for this run.
For each employee, verify that:
The employees skill associations are up to date and include at least one skill that is
associated with a staff group in your forecast.
The employees group assignments are up to date and will match at least one of the staff
groups in your forecast.
3. Verify that the current schedule preferences have been entered for each of the preference
sets you plan to use.
It is not necessary that there be individual schedule preferences for all of the employees
selected in this run, as long as the preference sets are associated with the correct employee
trees, and there are appropriate default preferences for each employee group.
Note: You can use only multiple-schedule type preference sets.
4. Verify that the segment window-rule set you plan to use is appropriate for this run.
The window rules must ensure that each schedule preference is covered by one rule, and
the anchor segment in those rules must match the container segment you plan to use for the
new schedules.
In the navigation bar, select Scheduling > Routing Set > Schedule Runs.
Select File > Open > Routing Set Schedule Runs.
If you are scheduling for a staff group whose staffing requirements have been allocated,
select Staff Group Schedule Runs instead of a routing set.
6. Right-click the view pane and select Add Preference-Based Schedules. The PreferenceBased Schedule Run dialog box appears.
7. Enter run-time parameters and click OK to begin the run.
When the run finishes, the Examine the Pending Assignment Results window appears,
displaying each employees results.
8. Review the pending assignments and close the window.
To view or print a report of the schedules and employee assignments for this run, double-click it
in the list of runs.
User Guide
The Preference-Based Schedule Run Dialog Box

Using this dialog box, you supply the information the scheduling process requires to create a
preference-based schedule run.
Fill in the run-time information on the following pages as needed and then click OK to begin the
run. These pages are explained further in this section:
General
Schedules
Schedule Sets
Staff Groups
Order
Employees
Official Segments
Goals
Advanced
The scheduling process remembers many of your settings and choices from one run to the next.
For each run, however, you must at least enter a run name and description, select a staffing
requirements forecast, and select employees.
General Page
Here you specify the following information for this schedule run:
A name and a description. These also serve as the default name and description for the
schedule sets to be created.
The staffing forecast run to use. Select a forecast that includes the staff groups and the date
range for which you want to generate schedules.
You can change the From and To dates for the schedule run as long as they are within the
date range of the selected forecast and do not exceed six weeks.
The relative importance you want the scheduling process to place on schedule preferences
versus coveragethat is, satisfying the staffing requirements throughout the week. Drag the
Preference/coverage balance slider to the left or to the right to increase the importance of
preferences or coverage respectively. The actual percentage weights are displayed
immediately below the slider.
Also displayed (after the run) is a Diagnostic memo.
Schedules Page
Here you provide general instructions for how the schedules are to be constructed. The
scheduling process uses these instructions along with the information specified in the employee
preferences.
In the Schedule Format section, select whether to merge each employees single-day schedules
into one schedule or leave them as generated.
The fields in the Break Information section govern the placement of breaks and lunches within
each shift:
Rule set
Minimum interbreak interval
The fields in the Shifts section apply to the shift as a whole:
Container segment
Start time interval
Span interval
The container segment you specify for the shift should already be defined as an anchor
segment in the rule set you select. The scheduling process will thus use the appropriate window
rules for this anchor segment based on the span ranges specified in the employee preferences.
The minimum interbreak interval and the window rules work together: two breaks will not be
placed nearer to each other than the minimum interbreak interval allows, even if their respective
window rules would otherwise allow it.
User Guide
Schedule Sets Page

Here you can specify a name and a description for the schedule set, or sets, that will be
created by this run. You can also use the memo field to type any additional comments or notes
you want to be stored with the schedule set(s). If there are multiple staff groups involved in this
run, all of this information will be used for all of their schedule sets.
All of this information is optional. If you do not specify a name or a description here, the
scheduling process will automatically use the Name and Description you specified for this
schedule run on the General page.
Staff Groups Page

Here you can view the staff groups for which schedules are to be generated in this run. These
are the staff groups involved in the staffing requirements forecast you selected on the General
page of this dialog box. By selecting a staff group in the list and clicking the Options button, you
can also tell the scheduling process to use a base staff for that staff group.
Order Page
Here you determine the order in which the scheduler will process employees, as well as the
priorities it will give to schedules when evaluating them for a given employee:
Under Preference Options, select whether to emphasize an employees skills or schedule

preferences when evaluating schedules for that employee.
Rearrange the Preference Order list to set the relative priority that will be given to an
employees preferred span or preferred shift time when evaluating schedules for that
employee.
Click the Order button specify how the selected employees should be ranked for
assignment.
By default, employees with more seniority (a lower number) are given priority, and schedules
that match higher skills and preferred spans are given priority.
Employees Page
Here you select the employees you want to assign to schedules in this run. Your actions depend
on whether you are assigning schedules for individual employees or scheduling groups.
Note: Only multiple-schedule type preference sets are available for selection. Single-schedule
type preferences cannot be used in preference-based scheduling.
Configuring for Individual Employees

1. In the Assign Schedules For section, select the Individual Employees option.
2. Select a preference set that contains some, or all, of the preferences you want to use.
3. Click the Add button to select the employees whose preferences you want to be read from
that set.
4. Repeat the previous two steps for each additional preference set you want to use, selecting a
different list of employees each time.
You can select an employee even if there are no preferences for that employee in the selected
preference set. In that case, the default preferences for that set will be used for that employee.
To remove employees from the list, select (or multi-select) them and click the Delete button.
You can also click the Select All button to select all employees in the list in one step.
Configuring for Scheduling Groups

1. In the Assign Schedules For section, select the Scheduling Groups option.
2. If you want to associate the same preference set with all scheduling groups, you can do so
now. Type the code of the preference set or click the lookup button to select it.
3. Select a scheduling group set that contains the scheduling groups for which you want to
assign schedules.
The scheduling groups associated with this scheduling group set are displayed in the grid
below. The Order column shows in which order the scheduling groups will be processed
during the schedule run.
4. To associate a different preference set with a scheduling group, select the scheduling
group in the grid, select a different preference set, and click the Apply button.
You can select multiple groups in the grid and associate a different preference set with all of
them at once.
Official Segments Page

Using this page, you can tell the scheduling process how to handle general segments that
already exist as official segments during the date range of this run. You might want some
general segments to result in a normal (unpaid) day off for the employee and others to be
treated as time off counted against an extra, dummy schedule for that day. The scheduling
process makes that decision based on the state to which the general segment resolves.
To enable the options on this page, select Consider General Segments. Then select the
perspective and the two states within it that will determine the outcome for each general
segment. The two states are:
State to force a day off: If the general segment creates this state, the employee will not
receive a trial schedule for that day.
State to create a schedule copy: If a general segment creates this state, the employee will
receive a trial shift consisting of a single container segment.
If you want the scheduling process to ignore all existing general segments, clear the Consider
General Segments check box.
Additional notes about these settings:
User Guide
General segments that do not result in either state do not affect scheduling results.
For a schedule copy to be effective, the employee must already have an official schedule for
that date with at least one detail segment having paid time (a container segment will suffice).
Typically, general segments that result in creating a schedule copy are neutral with respect
to pay; the shift container segment defines the paid time when you make it official along with
the other schedules.
For each schedule copy (shift container) that the scheduling process creates, the start time is
the same as that of the employees earliest official detail segment for that day, and the span
is the same as that of the paid time in the employees official schedule for that day.
The scheduling process associates all schedule copies with the same staff group, and this
group is arbitrarily chosen. To view the schedule copies, print or view the Schedule Run
report with schedule detail enabled. The schedule copies will be in a special Official section
under one of the staff groups.
Whether a state forces a day off or creates a schedule copy, neither outcome contributes to
satisfying staffing requirements. The amount of work time available for other employees is
therefore increased.
If an employee has more than one general segment for the same date, the state to force a
day off takes precedence over the state to create a schedule copy.
If an employee is already assigned to a trial schedule to be counted as base staff, forcing a

day off or creating a schedule copy negates that base-staff contribution.
Table 9-4 provides information about the items on this page.

Table 9-4 Details for the Official Segments Page
Option or Field
Details
Consider general segments
Lets you specify how to handle any general segments such as paid
time off or unpaid absences that already exist as official segments
during the date range of this run. Select this option to enable the
other options on this page, or clear it if you want the scheduling
process to ignore all existing general segments.
Perspective
Type the code of the perspective having the states that will
determine the outcome for each general segment, or click the
lookup button to select it from a list.
State to force a day off
Type the code of the state that will result in a normal, unpaid day
off, or click the lookup button to select it from a list. If a general
segment results in this state, the employee will not receive a trial
schedule for that day.
State to create a schedule copy
Type the code of the state that will result in the creation of an extra,
dummy schedule for the employee, or click the lookup button to
select it from a list. If a general segment results in this state, the
employee will receive a trial shift for that day consisting of a single
container segment.
Goals Page
Use this page to select the general basis on which the scheduling process determines the target
number of hours to schedule for each employee.
Select one of the following:
Staffing requirements, if your goal is to create schedules based on the staffing

requirements forecast you selected on the General page.
Personal account balances, if your goal is to create the schedules required to use up the
employees available personal account hours for the scheduling period.
If you select Personal Account Balances, also select the personal account to use in
establishing the amount of time each employee needs to work per week. Then enter the
minimum and maximum number of paid hours per week that any employee selected for this run
is allowed to work.
Table 9-5 provides information about the items on this page.
Table 9-5 Details for Goals Page
Option or Field
Details
Determine target hours

for employees based on
Select one of the following to establish the general basis on which the
scheduling process will determine the target number of hours per week for
each employee. This is your overall goal for this schedule run:
Staffing requirements: The scheduling process will try to create

schedules that satisfy the staffing requirements in the forecast you
selected on the General page.
Personal account balances: The scheduling process will try to create

schedules that use up each employees available time in the personal
account you select here.
With either choice, schedule preferences and staffing requirements are

taken into account (subject to the balance of preferences vs. coverage you
set on the General page).
User Guide
Personal account
If you selected to determine target hours based on personal account

balances, type the code of the personal account to use for this schedule
run, or click the lookup button to select it from a list.
Personal account
minimum/maximum
target hours

balances, use these fields to specify the largest range of paid hours within
which the scheduling process can determine the target number of hours for
each employee. Both values, minimum and maximum, are in hours and
minutes (hhh:mm) per week:
Personal account minimum target hours: Enter the smallest number

of paid hours per week that an employee selected for this run is
allowed to work. This number will become the effective minimum for
employees whose preference goal falls short of it.
Personal account maximum target hours: Enter the largest number

of paid hours per week that an employee selected for this run is
allowed to work. This number will become the effective maximum for
employees whose preference goal exceeds it.
Table 9-5 Details for Goals Page (continued)

Option or Field
Details
Personal account
overrides preference
minimum/maximum
hours

balances, select whether to override either or both numbers (minimum and
maximum) of an employees weekly preference goal. Overriding either
number causes an employees calculated target hours for the date range to
be used instead.
Advanced Page
Here you can set advanced parameters for this schedule run. Use the following subpages as
needed:
Equity/Work Rules
Limits
Search Algorithm Control
Equity/Work Rules
If you want to allow the use of work rules and equity rules in this run, select the Allow option.
Then specify a work rule set, an equity rule set, or both (for either field, you can click the
lookup button to select your choice).
Limits
Here you can set various rules that the scheduling process will adhere to as it selects the singleday schedules for a given employee. These rules are designed to prevent employees from
being assigned to unreasonable schedules or schedules that do not comply with work policies.
The first four rules govern the times, lengths, and days of shifts in relation to each other:
Maximum start time differential
Force equal spans
Maximum number of consecutive days on
Minimum number of hours off between schedules
If you select Maximum Number Of Consecutive Days On or Minimum Number Of Hours Off
Between Schedules, you can also select Consider Prior Official Segments to expand the
scope of segment information to be examined. (The process always considers prior official
segments when applying a Consecutive Weekends rule.)
The Consecutive Weekends rule lets you limit the number of weekends in a row that an
employee can work, a weekend being any day or any two days of your choosing.
Using Group Scheduling
Search Algorithm Control

Here you can override the default value for the Maximum Search Depth advanced parameter,
or you can restore the current value to the default for your database.
Note: Increasing this value can result in drastic (near-exponential) increases in the number of
schedules and combinations of schedules that might be tried. The schedule run will
therefore take much longer to complete.
Using Group Scheduling

Group scheduling is a type of preference-based scheduling that considers the requirements of
specific employee groups and their associated staff groups. Group scheduling is especially
useful where some groups of employees need to participate in certain activities together (such
as meetings) or follow the same transportation schedules to and from the workplace.
During a schedule run, the group schedule preferences and constraints are considered in
addition to all individual employee preferences. The goal is to assign employees to schedules
that have common characteristics for everyone in the group while still taking individual
preferences into account.
Most of the procedures involved in group scheduling are the same as, or similar to, those you
follow when preparing schedule runs based on individual employee preferences. In addition,
you must create scheduling groups, associating each with a specific employee group.
You can specify schedule preferences for a scheduling group in much the same way as for an
individual employee. You can also specify constraints on the schedules to be created for the
group, such as the minimum amount of time that the schedules must overlap on a given day.
After creating the scheduling groups, you combine and rank them in scheduling groups sets.
Each set can include not only scheduling groups with common preferences and schedule
characteristics, but also scheduling groups for other employees who do not need similar
schedules.
Procedures
Before you begin, complete the following tasks:
1. Create default schedule preferences for each employee group that you want to include in
the schedule run.
2. Enter employee schedule preferences for employees in these employee groups. Or, if you
are using eSchedule Planner, ask employees to enter their own preferences.
3. Create and configure scheduling groups based on the employee groups. Use the
Scheduling Groups module (Scheduling > Scheduling Group > Scheduling Groups).
4. Define segment window rules that are appropriate for your configuration of each
scheduling group.
If you plan to specify shared segments for a group, you can also add a window rule to help
control their placement within the schedules (specifying an anchor segment that matches
and exceeds the minimum overlapping span of the schedules).
User Guide
5. Create scheduling group sets to combine and rank scheduling groups. Use the Scheduling
Group Sets module (Scheduling > Scheduling Group > Scheduling Group Sets).
To generate group schedules:
1. Open the Routing Set Schedule Runs module and select Special > Add PreferenceBased Schedules.
2. On the Employees page of the Preference-Based Schedule Run dialog box, complete the
information for scheduling groups. Here you select the scheduling group set and associate
preference sets with the scheduling groups. For details, see Configuring for Scheduling
Groups on page 9-31.
3. Complete the other pages of the dialog box as usual, and click OK to begin the run.
4. Review the assignment results in the Pending Assignment Results window.
The grid includes a Scheduling Group column, showing the scheduling group for each
employee in the run, and an Assignment Termination column that provides a reason that
some or all preferences could not be satisfied.
After the schedule run is finished, you can do the following:
View information about the run by right-clicking it and selecting Edit. On the Employees page
of the Properties dialog box, there is an option to view either the list of scheduling groups or
the individual employees who were in those groups.
Use Trial Schedule Manager to view and edit the schedules. If needed, you can select the
Special > Trial Schedule Properties option to associate a schedule with a different
schedule group.
Print the results of the schedule run and see the scheduling group associated with each
schedule. To display the Scheduling Group column in the report, use the Schedule Detail
page of the Print Options dialog box.
Using Net Calls and Required Calls Statistics

By determining the number of net calls and required calls, you can help meet your service
quality goals when your contact center is expected to be understaffed or overstaffed:
If you are understaffed (that is, you have a negative net staff in a routing set), net calls
statistics quantify how many contacts you must outsource to a third party in each period to
meet your service quality goal.
If you are overstaffed (positive net staff), required calls statistics quantify how many
additional contacts you can accept (or in-source) in each period while still meeting your
service quality goal.
If you are using Encompass with a contact allocation configuration, net calls statistics are useful
in determining the number of contacts to allocate to the staff group representing the vendor.
Generating statistics for net calls and required calls depends on designating some staff groups
as volume adjustable. You can apply this designation as the default for a staff group when
defining a routing set. A volume-adjustable staff group is one in which the number of scheduled
staff is assumed to be held steady, and the number (volume) of calls is adjusted, usually
Setup for Net Calls and Required Calls
downward, to the maximum number that the scheduled staff can handle while meeting the
service quality goal. This maximum number is the required calls. The difference between the
offered calls and the required calls is the net calls.
For example, in a single-skill routing set, assume that a forecast group offers 100 calls to a staff
group of 10 employees. If those 10 employees can handle only 43 calls of the 100 calls while
still meeting the service quality goal, then 43 is the number of required calls. The remaining 57
calls (100 - 43) need to be handled by another group of staff, perhaps an outsourcer or another
staff group in your contact center. These 57 calls are the net calls.
Setup for Net Calls and Required Calls

To use net calls or required calls statistics, complete the following setup tasks:
1. Configure the routing set to be used. If appropriate, designate one or more staff groups as
volume adjustable by default. These should be staff groups that normally cannot increase in
size and might need some of their calls outsourced:
Open the Routing Set Definitions module (Configuration > Forecasting > Routing Sets).
Then right-click in the view, select Add or Edit, and configure the Net Calls page on the
Routing Set form.
2. Using the System Parameters module (Administration > System Parameters), review the
default settings for two system parameters related to calculation of these statistics:
NetCallsMaxIter and NetCallsMinTol.
3. If you plan to use net calls or required calls statistics in intra-day performance forecasting,
add certain intra-day performance columns and tabs to display sets:
Open the Display Set Definitions module (Configuration > Forecasting > Display Sets).
Then right-click in the view, select Add or Edit, and configure the Display Set form. The
available net calls and required calls statistics are as follows:
User Guide
FGANETC:
Forecast Groups Actual Net Calls
FGANETC J:
Forecast Groups Actual Net Calls (with Staff Adjustments)
FGAREQC:
Forecast Groups Actual Required Calls
FGAREQC J:
Forecast Groups Actual Required Calls with Staff Adjustments and

without Unproductive
FGONETC:
Forecast Groups Original Net Calls
FGOREQC:
Forecast Groups Original Required Calls
FGRNETC:
Forecast Groups Revised Net Calls
FGRNETC J:
Forecast Groups Revised Net Calls (with Staff Adjustments)
FGRREQC:
Forecast Groups Revised Required Calls
FGRREQC J:
Forecast Groups Revised Required Calls (With Staff Adjustments)
Using the Statistics in Schedule Runs and Tests

To use net calls or required calls in scheduling:
1. When configuring the dialog box for the schedule run or test, override the default staff group
types (volume adjustable or staff-adjustable) as needed:
On the Staff Groups page, click Options and configure the Net Calls page. You can do this
with either preference-based schedules or template-based schedules, and with any of these
modules:
Routing Set Schedule Runs
Routing Set Schedule Tests
Staff Group Schedule Runs
Staff Group Schedule Tests
The Scheduling Wizard also enables you to designate staff groups as volume adjustable.
2. Initiate the schedule run or test as usual.
3. When printing a schedule run or test, set the print options to display statistics related to net
calls and required calls:
In the Print Options dialog box, on the Schedule Summary page, configure the Net Calls
section.
Using the Scheduling Wizard

The Scheduling Wizard leads you through the process of generating or testing schedules. It
displays a series of pages, each asking you to type or select specific information. The first page
to appear depends on how you launch the wizard.
If you are generating schedules, your first decision is whether to use template-based scheduling
or preference-based scheduling. The pages that follow differ according to the approach you
select.
To use the Scheduling Wizard:
To generate schedules: Open the Scheduling Wizard module directly or, from the Schedule
Runs view, select Tools > Scheduling Wizard.
To test schedules:
From the Schedule Tests view, select Tools > Scheduling Wizard.
The first page of the Scheduling Wizard appears.

2. Enter the information requested and click Next.
3. Continue entering information on each page and clicking Next.
4. When you are ready to begin the run, click Finish.
If you need additional information about something in the Scheduling Wizard (for example, the
definition of a term), see the Help index or glossary.
Testing Schedules
Testing Schedules
You test a schedule set against a forecast other than the one used to generate the schedules.
Typical uses of testing schedules include:
Determining how effective the schedule remains over time.
Finding out how well the schedule meets the staffing requirements for a particular staff group
and range of dates.
Checking a schedule set that is used as base staff against a forecast, based on current
Performing What-if tests (testing a current schedule set against a hypothetical forecast).
For example:
To see what might happen if you experienced an unexpected change in volume.
To test current schedules against forecasts for future calendar periods to see how
planned vacations will affect your staffing.
Procedure for Testing Schedules

To test schedules:
In the navigation bar, select Scheduling > Routing Set > Schedule Tests.
To test Staff Group schedule, select Scheduling > Staff Group > Schedule Tests.
Select File > Open > Routing Set Schedule Tests.

To test Staff Group schedule, open File > Open > Staff Group Schedule Tests.
2. In the view pane, right-click the list of schedule tests and select Add. The Create Schedule
Test dialog box appears.
3. To start the test, enter the necessary information and click OK.
Note: You can also create a schedule test using the Scheduling Wizard.
Special FTE Calculation for Schedule Testing

For a given staff group, you can set up a special method of calculating FTEs in schedule testing.
This provides a more useful result than the default method, which does not include paid time
spent in states other than the work state that is associated with the staff group (states such as
breaks and meetings). In reality, time spent in any paid work state, whether or not the work is
overridden by non-work states such as breaks or meetings, contributes to the number of FTEs
required. This is why the default method understates the number of FTEs for paid time.
The special method takes these other paid states into account, by using a special work
perspective you create and a special superstate you create for each staff group.
User Guide
Setting Up Special FTE Calculation

To set up special FTE calculation:
In the navigation bar, select Configuration > Perspectives.
Select File > Open > Perspective Definitions.
2. Define a new perspective and give it a code such as WORK.

a. Add a state to this perspective corresponding to each work state you created in the Staff
perspective.
b. Add a state called N/A and make this the default state.
3. Define a new superstate for each staff group (you might find it useful to include the letters
FTE in each superstate code).
Each superstate should include:
All paid states in the Pay perspective.
The state in the special work perspective that corresponds to that staff group.
4. Set the WORK state for each work segment, using the Segment Definitions module.
5. Edit each staff group, entering information in the Special FTE Definition field (on the
General page) to associate it with the appropriate FTE superstate.
You do not need to resummarize superstates
Note: You need to update the special perspective and the special superstates if new staff
groups are added or existing staff groups are deleted.
About the Default Method

The default method of FTE calculation in schedule testing sums staff hours based on the
intersection of:
All paid states in the pay perspective
In the Staff perspective, the work state that is associated with the staff group
Although the Staff perspective also includes other types of paid states, such as breaks and
meetings, these are not used for the FTE calculation in a schedule test. Their segments outrank
work segments, masking the identity of the staff group to which the calculation should apply. The
reduction of the paid work time by these non-work segments reduces the paid time that should
be used in the FTE calculation.
Note: The FTE calculation method for a schedule run (when schedules are created, not tested)
does take these other paid states into account, because the identity of the staff group is
always known. The scheduling process never creates segments for more than one staff
group in a single schedule set.
Viewing and Printing Schedule Reports
Viewing and Printing Schedule Reports

The Schedule Run report and the Schedule Test report can help you evaluate your schedule
runs and tests. You can also print schedules.
Schedule Run Report

The Schedule Run report shows the schedules and statistics resulting from a selected schedule
run. This report provides the following sections for printing summary and detail information:
Assumptions:
Shows the assumptions used for this schedule run, including the diagnostic
memo and run-time settings. For template-based runs, you can include the
scheduling scenario settings. You have the option to include intra-day
volumes, AHTs, shrinkages, and staffing overlays from the selected forecast
run.
Net calls:
For each staff group that is volume adjustable, shows how many additional
contacts can be routed to the staff group or how many excess contacts can
be routed elsewhere to meet the service quality goal.
Net staffing:
Shows the final net staff, by staff group, for each intra-day period in this run.
You can choose to display this in various ways. The scheduled-staff
component of this statistic includes any base staff used.
Statistics:
Displays the statistics you selected, by staff group. You can choose to show
service level, average delay, occupancy, and abandons for each intra-day
period in the entire date range. You can also include a summary showing the
total required and scheduled FTEs and the corresponding schedule
inflexibility.
Schedule detail:
Lists the schedules in the selected run, by staff group. For template-based
runs, the schedules are further grouped according to the master templates
from which they were created. You have the option to include either the
assigned employee name or, for template-based runs, the estimated
schedule costs. You can also include a schedule count and a date count.
Schedule Test Report

The Schedule Test report provides summary information and statistics for the selected schedule
test so you can evaluate how well the schedules will work with a selected forecast. This report is
like the Schedule Run report, but without the schedules themselves (or other schedule detail).
Procedure for Generating Schedule Reports

To preview, print, or export a schedule run or schedule test:
User Guide
In the navigation bar, select Scheduling > Routing Set > Schedule Tests.
To test Staff Group schedule, select Scheduling > Staff Group > Schedule Tests.
Select File > Open > Routing Set Schedule Tests.

To test Staff Group schedule, open File > Open > Staff Group Schedule Tests.
2. In the view pane, right-click the routing set or staff group for which to print a schedule test
and select Print. The Print Options dialog box appears.
3. Specify the settings on the Print Options dialog box and click OK to generate the report.
10
Chapter 10
Working with Trial Schedules

This chapter explains how to create or modify Aspect Workforce Management trial schedule
sets, using various methods.
Trial Schedules Overview

Trial schedules are stored in schedule sets, which the scheduling process typically generates
automatically to satisfy staffing requirements for specific calendar periods. Each trial schedule
has a description, an assigned sequence number, and, optionally, an assigned employee. Aside
from these identifiers, it consists only of segments associated with particular nominal dates.
When you reference a particular day in a schedule, you are really referring to the segments
associated with that date.
To work with trial schedules, including those generated by the scheduling process, use the Trial
Schedule Manager module. In the navigation pane, select Scheduling > Trial Schedule
Manager.
Using Trial Schedule Manager, you can:
Create, edit, and combine schedule sets manually
Unlock schedule sets created by the scheduling process so you can make substantive
changes to them
Edit schedules by adding, deleting, editing, and copying segments
Assign employees to schedules and rotate the current assignments
Optimize breaks to achieve better net staffing
Make selected schedule sets or individual schedules official
Change the default order (numbering) of the schedules in a set
Since staffing requirements are specific to individual staff groups, so are schedule sets. Trial
Schedule Manager organizes your schedule sets in a tree, by staff group. Different options are
available depending on which level of the tree you select.
You can use the Reports modules to view and print trial schedule reports, and you can use the
Scheduling modules to get reports on schedule sets as they were originally generated. You can
also test schedule sets to see how well they work under different forecasts and scenarios.
User Guide
Chapter 10: Working with Trial Schedules
About Schedule Times and Dates

Internally, Aspect Workforce Management stores the start time of each schedule segment as an
absolute moment; that is, the time and date in Greenwich Mean Time (GMT). However, it
displays segment times in the local time of your workstation; specifically, your Windows Date/
Time settings adjusted for the time zone you specified under Tools > Options. (Even so, the
labels generated for trial schedules are based on the time zone of the staff group with which the
schedule set is associated.)
Every segment has a nominal date, which is convenient for identifying the shift with which the
segment belongs. Nominal means in name only. For example, to an employee who starts work
at 11:00 p.m. this evening, todays schedule includes segments (such as lunch) that actually
start tomorrow morning.
For segments generated automatically, the scheduling process always sets the nominal date to
match the actual date (by staff group) of the earliest segment in the schedule. Trial Schedule
Manager uses this same logic when you select the Recompute Nominal Dates option. For
segments you enter manually, you can select the nominal date.
Figure 10-1 illustrates schedule times and dates in the context of a cross-midnight shift.
The displayed Start

time of a schedule is
that of its earliest
segment (in this
example, 11:00 p.m.
on January 31).
Actual times and
dates are stored as
absolute moments,
but are displayed
(and entered) as local
times:
The nominal date of the segments

could be either date. When you enter
a segment manually, it's up to you.
January 31
February 1
MTNG
Nominal Date
SALES
SHIFT
22:00
23:00
00:00
01:00
02:00
Segment times outside of the nominal

date are displayed in italics.
Figure 10-1 Nominal Dates Example
Navigating in Trial Schedule Manager

The list on the right side of the Trial Schedule Manager view shows the contents of what you
selected in the tree on the left.
Click a staff group (such as CSV in the example) to view the schedule sets list.
Click a schedule set (such as DEC 06) to view the schedules list.
Click a schedule (such as 8:45 PM-12:25 AM) to view the days list.
The descriptive labels for the schedules displayed in the tree consist of either the Start/Stop and
Days Worked fields (for unassigned schedules) or the employee name and ID (for assigned
Unlocking Schedule Sets
schedules). The Start/Stop and Days Worked fields can be edited on the Trial Schedule Editor
form or regenerated using the Generate Labels option on the Special menu.
Unlocking Schedule Sets

To ensure the reliability of the information in your scheduling reports, all schedule sets created
by a particular schedule run are automatically protected, or locked, against all changes that
might affect the scheduled staff tally for any period This includes changes that involve adding,
editing, or deleting segments. When you view the report for a locked run, you know that the
schedules still agree with the reported statistics. But, if the run has been unlocked, you know
that changes might have been made that invalidate the statistics.
You can unlock an entire run by unlocking any of its schedule sets. This removes the protection
from all schedule sets created by that run. Unlocking is permanent; you cannot relock a run or a
schedule set, even if you have not made any changes to it.
Getting Reliable Statistics for an Unlocked Run

To get reliable statistics for an unlocked run, run a schedule test using the same schedule set
and the same staffing requirements forecast as in the original run. You can repeat this test with
any set of staffing requirements to see how the schedules work based on that forecast.
Unlocking a Run
To unlock a run:
In the navigation pane, select Scheduling > Trial Schedule Manager.
Select File > Open > Trial Schedule Manager.
2. In the view pane directory tree, select the staff group for the schedule set to change or
delete.
3. Right-click the schedule set in the list on the right and select Unlock.
If there is no check mark in the Locked column for that set, it is already unlocked. The Unlock
Sets dialog box appears.
4. Examine the list of sets, and click OK to unlock them.
You can also select the Unlock option from the schedules list or the days list. It does not matter
which schedule or day you select; the schedule set that contains the schedule or day is selected
for unlocking.
Creating and Combining Schedule Sets

In addition to generating schedule sets automatically, you can create them manually and
combine them, as needed.
User Guide
Use the Trial Schedule Manager module to:
Add a schedule set manually
Copy a schedule set to a new schedule set
Combine two schedule sets into a third set
Note: Using a schedule set as base staff in a schedule run provides even further possibilities.
Adding a Schedule Set Manually

To add a schedule set manually:
2. In the view pane directory tree, select the staff group.

3. Right-click the list of schedule sets on the right, and select Add. the Set Information form
appears.
4. Type a name and memo for the set.
5. Save the form.
At this point, the set is empty. You may need to refresh your view before you can see the set in
the tree.
Copying a Schedule Set to a New Schedule Set

To copy a schedule set to a new schedule set:
1. In the Trial Schedule Manager view, select the target staff group in the tree on the left.
2. Manually add an empty schedule set, as described in Adding a Schedule Set Manually on
page 10-4.
3. Right-click the source schedule set to copy, and select Copy To > Interactive or Copy To
> AutoRun.
You can right-click the set either in the schedule sets list or in the tree.
4. In the Copy Segments dialog box, select the target schedule set (the empty set you created
in step 2).
5. Complete the remaining General options as needed.
6. If you selected AutoRun in step 3, click the AutoRun tab to set AutoRun options.
7. Click OK to create the new segments or submit the task to AutoRun.
When you copy a schedule set, the target set does not have to be empty. The process adds the
source schedules to the target set as long as the target set is unlocked.
Combining Two Schedule Sets Into a Third Set
Combining Two Schedule Sets Into a Third Set

To combine two schedule sets into a third set:
1. In the Trial Schedule Manager view, create a third empty set, by adding it manually (see
Adding a Schedule Set Manually on page 10-4).
2. Multiselect the two sets to copy.
You can select them either in the schedule sets list or in the tree. Using the tree enables you
to select sets from different staff groups.
3. Right-click the selected schedule sets and select Copy To > Interactive or Copy To >
AutoRun.
4. In the Copy Segments dialog box, select the target schedule set (the empty set you created
in step 1).
5. Set any remaining General options needed.
6. If you selected AutoRun in step 3, click the AutoRun tab and set AutoRun options.
7. Click OK to create the new segments or submit the task to AutoRun.
Viewing and Editing Trial Schedule Properties

In addition to segments, trial schedules also have general properties, such as a label and an
assigned employee. To view and edit these properties, select the Special > Trial Schedule
Properties option in Trial Schedule Manager.
The Trial Schedule Properties dialog box lets you edit the descriptive information for the
schedule and assign an employee to it. The schedule date range is also displayed, as well as
information about the schedule run if this schedule was generated. This dialog box also opens
when you add a schedule manually using Edit > Add.
Included are the following properties:
User Guide
Employee
Description
From and To
Sequence number
Base schedule set
Master template
Parent schedule set
Wage
Scheduling group
Team and subteam
If you are adding a new trial schedule, the Trial Schedule Editor form opens when you click OK
(you can either add segments or close the form and add them later). For information about Trial
Schedule Editor, see Using Schedule Editor on page 10-9.
Copying Trial Schedules and Segments

Using Trial Schedule Manager, you can create new trial schedules or segments by copying
them from existing schedules.
To copy schedule information:
2. In the view pane directory tree, select the source.

3. In the listed trial schedule sets, right-click the source and select Copy To > Interactive or
Copy To > AutoRun.
4. In the Copy Segments dialog box, select the target and date range.
Select a schedule set as the Target to create a new schedule in that set.
Select a schedule as the Target to add the copied segments to that schedule.
5. If you selected AutoRun in step 3, click the AutoRun tab and set the AutoRun options.
6. Click OK to create the new segments or to submit the task to AutoRun.
You can also copy segments by dragging them from the Trial Schedule Editor form.
Copying Trial Schedules: Possible Sources and Targets

When you use the Copy To option in Trial Schedule Manager, the result depends on which kind
of Source and Target you select. Figure 10-2 shows the possible Source and Target choices
and their results.
Source:
individual day(s)
Target:
Result:
schedule set(s)
schedule(s)
schedule
adds segments
to the target
schedule
schedule set
creates new
schedule(s) in
the target set
Figure 10-2 Possible Sources and Targets

There are some restrictions on your choice of Source and Target:
Using Unequal Date Ranges When Copying Schedules
If the Source is one or more days within a schedule, the Target must be an existing schedule,
to which the Source segments will be added.
If the Source is a schedule or a selection of schedules, the Target can be either an existing
schedule or an existing schedule set. If the Target is a schedule, the Source segments will
be added to it. If the Target is a set, one or more new schedules will be added to it.
If the Source is a schedule set or a selection of schedule sets, the Target must be an existing
schedule set. The copied schedules will be added to that set.
Using Unequal Date Ranges When Copying Schedules

When you copy several days worth of segments, you can change both the date range to be
copied (Source) and the date range in which to create the segments (Target). This flexibility
enables you to either:
Copy only part of the schedule
Copy all of the schedule, but repeat the pattern over a longer period
The same options are available when you are making trial schedules official. (In that case,
however, the trial segments are copied to official segments rather than schedule sets.)
The Target date range cannot be shorter than the Source date range, though it can be longer. If
the Target date range is longer than the Source date range, the pattern of Source segments is
repeated from the beginning as many times as necessary to fill the Target range.
The following examples illustrate some possible results of usual unequal date ranges.
Examples
The following examples illustrate some possible results of usual unequal date ranges. In all of
these examples, the selected Source is a three-week schedule (or three weeks worth of
segments), illustrated here:
week 1
week 2
week 3
Given this Source schedule pattern:
If you leave the Source date range at its default length of three weeks and set the Target
range to six weeks, the new segments will have the pattern:
week 1
week 3
week 1
week 2
week 3
If you change the Source date range to two weeks, and set the Target range to six weeks,
the new segments will have the pattern:
week 1
User Guide
week 2
week 2
week 1
week 2
week 1
week 2
If you set the Source date range to four weeks, and the Target range is six weeks, the new
segments will have the pattern:
week 1
week 2
week 3
week 1
week 2
In any case, remember that the staffing requirements for any two date ranges might be quite
different. You should consider either generating a new schedule set for the Target period or
modifying the new Target schedules in some way to more closely match the staffing
requirements for those dates.
Optimizing Breaks in Trial Schedules

The break optimization process changes break start times (or other segment start times) in one
or more schedule sets to more closely match scheduled staff to required staff in each period of
the day. Specifically, it compares the net staff for different periods and, by moving break times,
tries to balance it across those periods.
You select the schedule sets and breaks to optimize, the staffing requirements forecast to use,
the target time period, and the window rule that applies. The optimizer moves the target breaks,
within the constraints you set, and saves the results to the same schedule set.
In addition to the applicable window rule, your constraints include:
A minimum interbreak interval
The ability to use the same break times for identical shifts on a different days of a schedule
The ability to filter out cross-midnight shifts for nominal dates not selected for optimization
To optimize breaks in trial schedules:

1. Create the staffing requirements forecast on which to base the break optimization.
The forecast period must be as long as the time period you are going to select for
optimization.
2. Open the Trial Schedule Manager module, and select the staff group in the tree.
3. Copy the schedules to a new schedule set.
There are two reasons to do this:
You will have a backup set in case you are not satisfied with the optimization results.
If the staffing requirements forecast is for a different calendar period than that of the
original schedule set, you can set the date range of the new schedule set (the copy) to
match that of the forecast. The new set will be the one you optimize.
4. Select the schedule set to be optimized and select Special > Optimize Breaks. The Break
Optimizer dialog box appears.
5. Enter information and click OK to run the optimization. When the process has finished, the
Break Optimizer Results window opens, where you can view details about the run
You can use the Memorize feature on the General page of the dialog box to save or load runtime settings. This is especially useful when you routinely optimize breaks for several staff
Reordering Schedules
groups or schedule sets having their own requirements. For more information about the
Memorize options, see Memorize Options on page 2-32
Reordering Schedules
The sequence numbers assigned to the schedules in a set have two purposes:
To provide a default schedule order, for display and for operations such as automatic
assignment and employee rotation.
To provide a unique ID for each schedule. This makes it easy for you to communicate with
other users and employees about particular schedules.
Using Trial Schedule Manager, you can change these sequence numbers by reordering the
schedule set. Before reordering, consider the possible impact upon users and employees who
are already referring to those schedules by number. The old numbers will no longer apply.
To reorder a schedule set:
2. In the view pane, right-click the schedule set, and select Reorder. The Reorder dialog box
appears.
3. Click Sort and select the sort criterion to use.
4. Click OK to accept the new sort criterion and slick OK to rearrange the schedules order.
You can reorder the schedules by sorting them, and by dragging and dropping them
individually.
Using Schedule Editor

Schedule Editor is a tool for manually adding, editing, and deleting segments using a schedulebased format: either trial schedules or official schedules. You can add, edit, or delete a single
segment or make a number of changes, additions, and deletions covering several days. You
can also:
Drag-and-drop segments to move them within a day or from one day to another.
Change the appearance of the window and the schedule grid in several ways, using the
available view and layout options.
Select segments or empty spaces in the grid and use the options for adding, editing, and
deleting.
Add segments from a palette using the mouse.
There are two versions of Schedule Editor, appearing as two modules. The version you use
depends on which type of schedule information you're editing:
User Guide
Trial Schedule Editor: You can open Trial Schedule Editor from within Trial Schedule
Manager or Trial Segment Worksheet.
Official Schedule Editor: This version can be opened from several places.
For details about how to use Schedule Editor, see Using Official Schedule Editor on page 12-2.
Using Trial Schedule Editor

Trial Schedule Editor is the version of Schedule Editor that lets you add, edit, and delete
segments in trial schedules.
You can open a Trial Schedule Editor form from within Trial Schedule Manager by selecting the
Add or Edit option. Double-clicking a schedule is a shortcut for Edit. You can also select multiple
schedules and use Edit to open one Trial Schedule Editor form for all of them.
Trial Schedule Editor is also available on the Special menu of Trial Segment Worksheet (Send
Modified To Schedule Editor option).
Using Trial Segment Worksheet

With the Trial Segment Worksheet module, you can retrieve a list of segments from any
selection of trial schedules, make changes, deletions, and additions to this list, and save or
cancel all of your entries at once.
Trial Segment Worksheet is especially useful when you need to make a large number of entries
(many segments or many schedules) because:
You can add, delete, edit, replace, or adjust multiple segments for multiple schedules in one
operation, and you can inspect the results before saving them to your database.
You don't have to wait for an entry to be saved before making another one.
You can take advantage of special features for reducing the number of keystrokes in data
entry.
Trial Segment Worksheets advanced filter options give you precise control over which
segments to retrieve from the database.
After you add, edit, or delete a segment in the list, the Action column for that segment displays
one of the following:
Add, for segments you added in the worksheet
Change, for segments you retrieved from the database and edited
Delete, for segments you retrieved from the database and deleted
These actions are carried out after you save the worksheet.
Trial Segment Worksheet is similar to Official Segment Worksheet (the module used for working
with official segments, as described in Using Segment Worksheet on page 12-21). The basic
mechanics are the same, but there are differences in the way some of the options function,
because trial segments are stored with specific trial schedules. For example, rather than
Importing Trial Segments from a File
retrieving official segments for a particular employee, you retrieve trial segments from a
particular trial schedule. In addition, Trial Segment Worksheet does not include options for
generating meetings and projects.
You can also use Trial Segment Worksheet to optimize intra-day work assignments in trial
schedules for two or more staff groups. For instructions, see Optimizing Intra-day Work
Assignments on page 10-15.

Using Trial Segment Worksheet, you can import new segments, segment changes, and
segment deletions from a specially formatted text file you have created outside of Aspect
Workforce Management. If the imported trial segment information is valid and in the proper
format, the import process creates corresponding Add, Change, or Delete entries in the
worksheet, where you can review them and save them to the Aspect Workforce Management
database.
This process does not create trial schedules; the target schedules must already exist in the
database (though they need not have any segments if you are importing new segments). Nor
does the process affect the employee assignments, if any.
To import segments:
1. Create the file to be imported, ensuring that it contains only ASCII text in the required CSV
format (described following this procedure).
2. Open the Trial Segment Worksheet module.
If Trial Segment Worksheet is already open, clear any records that still remain.
3. Select Import Segments on the Special menu. The Import Segments dialog box opens.
4. Provide the filename of the import file and set the options (time zone and memo handling) as
needed. Then click OK.
5. Review the imported records in the worksheet, make changes as needed, and save the
results.
Before creating records in the worksheet, the import process reads the entire import file to
validate the data. If an error is detected, a message is displayed, and no records are created.
You can then use the Event Viewer module to view the error details (grouped under TCS >
SEGMENT IMPORT and listed by import filename). For descriptions of the possible error
messages, see About the Validation Process on page 10-13.
Required Format for Trial Segment Import Files

Trial Segment Worksheets Import Segments option expects the import file to be in a specific
format. The segment data must be in a comma-separated-value (CSV) text file, with each field
delimited by a comma and each record terminated by a CR/LF (carriage return and line feed).
Many applications, such as spreadsheet programs, can save data in CSV format.
Each import record must have values or placeholders (commas with no characters or spaces in
between) for the following fields, in this order:
User Guide
record type,staff group,schedule set,sequence number,segment code,nominal date,start

date,start time,duration,memo
Note: If a code contains one or more spaces, you must enclose it in quotation marks. This rule
applies to staff groups, schedule sets, and segments.
Table 10-1 further describes the import fields. Unless otherwise noted, all fields are required:
Table 10-1 Fields for Importing Trial Segments
Field
Description
record type
Indicates the purpose of the segment information in this record: that is, the action
to perform relative to the Aspect Workforce Management database. Must be one of
the following two-digit numbers:
00: Insert (the record describes a new segment to be added to the database).
10: Update from (the record describes an existing segment to be updated).
11: Update to (the record provides the new information for a segment to be
updated).
20: Delete (the record describes the existing segment to be deleted).
There must always be a type-11 record following each type-10 record, and a type10 record preceding each type 11 record.
staff group
The code of the staff group associated with the target schedule set. This code must
already exist in the database.
schedule set
The code of the schedule set containing the trial schedule that is to receive the
segment. This code must already exist in the database.
sequence
number
The sequence number of the trial schedule that is to receive the imported segment.
This number must already exist in the database.
segment code
The code of the segment to import. This code must already exist in the database.
nominal date
The nominal date for the segment. Its format must match the short date style on
the workstation where the import process is to be executed (as defined in Windows
Regional Settings).
start date
The actual date on which a detail segment starts. The format must match the short
date style on the workstation where the import process is to be executed. This
field must be blank for a general segment.
start time
The time of day at which a detail segment starts. The time must be in 24-hour
format, either hhmm or hh:mm, and must not be greater than 23:59. This field must
be blank for a general segment.
duration
The duration of a detail segment. The duration can be in either hhmm or hh:mm
format and must not be greater than 23:59. This field must be blank for a general
segment.
memo
This field can contain text for the segment memo. As many as 255 characters are
allowed.
If the record type is 00 (insert) and the specified segment code has been
configured to require a memo, this field is required.
If the record type is 11 (update to) and this field contains text, the text either will be
appended to the segments current memo or will replace the current memo,
according to the users choice at run time. If the record type is 11 and this field is
blank, the segments current memo will remain as is.
Additional Notes
If the import process encounters empty values for start date, start time, and duration, it
assumes that the record refers to a general segment.
You cannot use update records (record types 10 and 11) to change a detail segment to a
general segment, or vice versa. You must delete the original segment and then add a new
segment of the other type.
A value that is longer than expected is truncated to its maximum allowable length without
notice.
Sample Import Records

The following records illustrate Change, Delete, and Add transactions. Note that the last record
inserts a general segment:
10,Support,"After Holidays",9,LUNCH,1/14/2011,1/14/2011,22:30,00:30,
11,Support,"After Holidays",9,LUNCH,1/14/2011,1/14/
2011,22:00,00:30,New start time
20,Support,Holidays,2,BRKLST,12/14/2010,12/15/2010,22:15,00:15,
00,Support,Holidays,3,MTNG,12/14/2010,12/15/2011,09:00,01:00,Team
00,Support,Q211,3,"Ext. Training",04/15/2011,,,,General segment
About the Validation Process

The import process reads and validates each incoming record in the entire file. Some errors
prevent the detection of other errors, so correcting errors in one import attempt might not
prevent errors on the next attempt.
The process proceeds as follows:
If the file contains no errors, the import process retrieves the data from the file and imports it
to the Segment Worksheet form.
If the file contains errors, Aspect Workforce Management writes the errors to the Event Log,
displays a message stating that it detected invalid records, and cancels the entire operation.
If there are errors in the file, use the Event Viewer module to view the details; then make the
necessary changes to the file and try to import it again.
In the event record, each error message begins with line number on which the error exists and
generally includes information in addition to the message. For example, the following message
includes the staff group, schedule set, and sequence number (padding has been removed for
brevity):
Line # 14 - Staff group: CService - Schedule set: Holidays - Sequence number: 1 - ERROR Import file: Invalid DURATION.
User Guide
Table 10-2 lists the possible error messages and explains what they mean.
Table 10-2 Error Messages for Importing Trial Schedules
Message
Explanation
10 record without following 11 record.
The record type is update from (10), but there is no

matching update to (11) record that follows it.
11 record without preceding 10 record.
The record type is update to (11), but there is no matching

update from (10) record that precedes it.
Too few fields in input file.
The record does not have the required number of comma

separators.
Field fieldname not found.
The fieldname field is required but its value is blank or does

not match an entity in the database.
Invalid fieldname.
The value for fieldname is not in the expected format or

contains prohibited characters. This can be caused by an
unenclosed space in a previous field.
The trial schedule for staff group

groupcode, schedule set setcode, and
sequence number number could not be
found.
There is no matching staff group, trial schedule set, and

sequence number in the database.
Cannot convert general segment to

detail segment.
This type-10 record contains a general segment (no start

date, start time, or duration), but the type-11 record
following it contains a detail segment.
This error message includes both line numbers at the
beginning.
Cannot convert detail segment to

general segment.
This type-10 record contains a detail segment, but the type11 record following it contains a general segment (no start
date, start time, or duration).
beginning.
The specific field referred to in an error message can be one of the following:
DURATION:
Segments duration
MEMO
Segments memo field
NOM_DATE:
Segments nominal date
REC_TYPE:
Import record type (such as 00 for insertion)
SCH_SET:
Schedule set code
SEG_CODE:
Segment code
SEQ_NUM:
Trial schedule sequence number
START_DATE: Actual date on which the segment starts

START_TIME: Time of day which the segment starts
Optimizing Intra-day Work Assignments
STF_GRP:
Staff group

You can use a process available in Segment Worksheet (trial and official) to automatically
modify a selection of existing work schedules so that they include more than one type of work
segment (as many as eight) on the same nominal date. The following high-level procedure
explains the main tasks required:
1. Using the Forecasting > Staff Group > Requirement Sets module, create requirements sets
for the staff groups involved.
2. Using the Scheduling > Schedule Templates > Schedule Profiles module, create additional
schedule profiles if needed. Each work assignment rule you define in step 6 will be
associated with a schedule profile.
For details about schedule profiles, see Defining Schedule Profiles on page 9-13.
3. Create the trial schedules for which you plan to optimize work assignments.
4. Using the Scheduling > Schedule Templates > Work Assignment Templates module, create
work assignment templates. Each rule you define in step 6 will reference at least one work
assignment template.
5. If you want to use employee groups as a means of considering different work assignment
rules for different types of employees, create the employee supergroups to be used.
6. Using the Scheduling > Schedule Templates > Work Assignment Rule Sets module, create
work assignment rule sets. When you run the work optimization process (next step), you
select a rule set.
7. Using Trial Segment Worksheet, run the optimizer (select the Optimize Work Assignments
option on the Trial Segment Worksheet view).
8. Evaluate the results before saving the changes.
The same procedure applies to official schedules, though there are differences in which
information you need to provide at run time (step 7).
Creating Requirements Sets

Use the Requirement Sets module to specify staffing goals for staff groups for which you want to
optimize intra-day work assignments. A requirements set is a set of staffing goals, for a
particular staff group, to be used in optimizing intra-day work assignments. Requirements are
expressed by intra-day period or by date. The main goal for each period/date is the total number
of staff hours needed.
To access the module, use File > Open or select Forecasting > Staff Groups > Requirement
Sets in the navigation pane. The Requirement Sets view opens, where you can use the
common options on the pop-up menu to add, edit, and delete requirements sets.
The Add and Edit options open the Requirements Set form. Here you define staffing goals for
use in optimizing intra-day work assignments.
User Guide
On the General page:

1. Enter (or select) the staff group to associate with this requirements set.
After you have saved this set, you cannot change the staff group.
2. Enter a code and a description for the set.
On the Requirements page, specify the periods, and their staffing goals, for the nominal dates
you need to optimize. Each period can be as long as 169 hours (7 days plus one hour), and the
durations of the periods can vary.
Note: Remember that all times of day are expressed in the time zone of the staff group, which
is displayed on the toolbar.
There can be gaps of time between periods. Each gap appears as an undefined period in the
grid, with a check box in the Undefined column and no values in the Staff band. The optimization
process does not make any schedule changes for this staff group within undefined periods. To
activate an inactive period, you can edit it and enter its staffing goals; or you can replace it by
adding one or more new periods.
The staffing goals are represented by the columns in the Staff band, which are:
Requirement: The target staff hours for this period.
Upper limit:
The optimizer will not increase the number of scheduled staff beyond this limit.
Lower limit:
The optimizer will not decrease scheduled staff beyond this limit.
The work assignment optimization process does not change a schedule if doing so would
exceed the upper- or lower limit.
Adding Periods
To add a single period, click the Add button. This opens the Add Period dialog box.
To add multiple periods, click the Auto button. This opens the Add Multiple Periods dialog box,
where you specify when to start the series, the duration of the periods, and the staffing goals.
Copying or Moving Periods

You can select periods in the grid and duplicate them for a different nominal date. You also have
the option to delete the source periods, effectively moving them to the new date. Select the
periods to copy, then right-click them and select Copy Periods on the pop-up menu. This
opens the Copy Periods dialog box.
After copying, you can edit the new periods or use the Calculate Selected Values option to
change their staffing goals.
Editing and Deleting Periods

You can edit a period by double-clicking it or by selecting it and clicking the Edit button. You can
also edit a period's staffing goals directly in this grid by clicking a cell and typing the new value.
Creating Work Assignment Templates
Before deleting periods, Aspect recommends sorting the grid by the Start or Stop column so that
the periods are displayed in temporal order. To delete a period, select it and click the Delete
button. Deleting a period, or multiple periods, creates undefined periods as needed to fill the
resulting gaps.
Creating Requirements by Importing

Importing staffing requirements you created in other modules is a quick and useful way to create
requirements here. Importing requirements automatically creates periods of the same duration
as those in the imported data, and it converts the number of required staff in each period to work
hours.
All the import options require that you specify the date-time range of the data to import. If you
have already defined periods that overlap that range, the existing periods get overwritten by the
imported data. Additionally, the upper- and lower limits in each period are set to the same value
as the requirement. After importing, however, you can use the Calculate Selected Values option
to change these limits for selected periods.
Use any of the following options on the Special menu to import data:
Import Staffing Override
Import Staffing Forecast
Import Intra-Day Performance
Import Back-Office Performance Forecasts
Calculating Selected Values

You can select a block of cells in the Staff band and adjust their values in one operation, based
on the values in one of the other Staff columns. Select the cells to be adjusted and then select
Edit > Calculate Selected Values. This opens the Calculate Selected Values dialog box.
The adjustment you specify can be either of the following:
A percentage of the value in the other column being referenced. For example, you can
specify that the upper limit should be 5% more than the requirement.
A fixed amount to add to or subtract from the value in the other column being referenced. For
example, you can specify that the lower limit should be 1 hour less than the requirement.
This feature is designed mainly for adjusting values in a single column at a time. However, it is
possible to select cells in more than one column and adjust all of them using the same
calculation.

Use the Work Assignment Templates module to create work assignment templates for use in
optimizing intra-day work assignments. Each template is a set of constraints that describe the
properties of the schedules that the optimizer is allowed to create.
User Guide
To access the module, use File > Open or select Scheduling > Schedule Templates > Work
Assignment Templates in the navigation pane. This opens the Work Assignment Templates
view.
Use the common options on the pop-up menu to add, edit, and delete items. The Add and Edit
options open the Work Assignments Template form. Here you define a set of possible work
assignments, in addition to optional constraints on the overall amount of time that a schedule
can resolve to each skill. Use the following pages to define the template:
General
Assignments
Skills
General Page
Enter a code and description to identify this template.
If you want the optimizer to schedule work assignments in the same order as they are numbered
on the Assignments page, select the Evaluate Assignments In Order option. For example, you
might want employees to always handle customer service before taking sales orders.
Remember, however, that selecting this option reduces the number of solutions that the
optimizer can consider.
In the Time Zone section, select whether to use each employee's time zone or a single time
zone for everyone. If you select the latter option, use the lookup button to select the common
time zone. Whichever setting you choose applies to any fixed windows you define for work
assignments (on the Assignments page).
Assignments Page
This page is where you describe the possible work assignments for the optimizer to consider
when evaluating this template. You must create a work assignment for each work segment you
want to include in the optimized schedules.
If you selected Evaluate Assignments In Order option on the General page, you can click the
Reorder button to arrange the work assignments in a different order. This opens the Order Work
Assignments dialog box, where you can reorder the assignments by dragging and dropping
them or clicking the up- and down- arrow buttons.
Click the Add button to add a work assignment, the Edit button to edit the work assignment
selected in the grid, or the Duplicate button to create a modified copy of the selected work
assignment. These options open the Work Assignment dialog box, where you define an intraday work assignment. On the General page, enter (or select) the code of the work segment to
which this assignment refers. Then use the options on the following pages as needed to
constrain the segment's duration and positioning in the schedule:
Time Constraints
Adjacent States
Fixed Windows
Relative Windows
The settings on the last three pages are optional.
Time Constraints
Here you specify the time intervals in which the work assignment can start and stop. You can
also set several limits, both minimum and maximum, to control the duration of the work
assignment when it is used in a schedule. You need to adjust these settings to ensure they are
appropriate for the types of schedules you want to apply this template to:
Work intervals: The time intervals (hours and minutes) at which the work segment can start and
stop. For example, if the start time interval is 15 minutes, the segments can
start on the hour, 15 minutes past the hour, 30 minutes past the hour, and so
on. The minimum value is the same as the value of the ScheduleUnit system
parameter (5, 10, or 15 minutes).
Work span:
The minimum and maximum durations of the work segment without regard to
the amount of work time it actually resolves to. For example, if the segment
span is two hours, an employee might work only an hour and 45 minutes
because of a break segment (which is has a higher rank).
Work duration: The minimum and maximum amount of actual work time allowed in the
schedule. This is the resolved work span: total segment duration minus any
break time, meeting time, and so on.
Continuous
work:
The minimum and maximum amount of unbroken work time allowed for this
work assignment. For example, if the minimum is two hours, the work segment
can be inserted in the schedule only where there are two or more hours without
a break segment or similar segment. The maximum value ensures that the
employee doesn't work too long without taking a break or switching to different
work.
Adjacent States
Here you can set restrictions or requirements having to do with the resolved states that occur
immediately before or after the work segment. For example, you might want to require that
employees have a break or lunch before switching to a different type of work.
In both sections of this page (preceding work and following work), the Allow Any State option is
selected by default. To change this, select whether to require or prohibit; then click the
corresponding Select button. This opens the Select dialog box, where you select the states.
Fixed Windows
This page lets you define time windows, based on time of day, in which the work assignment is
allowed. For example, you might want work assignments to occur only during periods when
there are additional supervisors on duty. Each fixed window has the following options:
User Guide
Whether this window must contain the work start time, the work stop time, or the entire work
assignment.
The times of day at which the window starts and stops.
To add a fixed window, click the Add button. You can also edit a selected window by clicking
the Edit button or delete it by clicking the Delete button.
Relative Windows
This page lets you define time windows, based on the beginning or end of an employees
schedule, in which the work assignment is allowed. The duration of a relative window never
changes, but its start and stop times vary by schedule. For example, you might want work
assignments to begin only after employees have already been doing their normal work for two
hours. Each relative window has the following options:
Whether this window must contain the work start time, the work stop time, or the entire work
assignment.
Whether to define the window as relative to the beginning or end of a schedule.
The elapsed start and stop times as offsets from the beginning or end of a schedule.
For example, suppose you want the work assignment to occur within the last four hours of a
schedule. The window would have the following values:
Window must contain: Entire work assignment
Window starts at:
4:00
Window stops at:
0:00
Relative to:
End of schedule
To add a relative window, click the Add button. You can also edit a selected window by clicking
the Edit button or delete it by clicking the Delete button.
Skills Page
This page lets you set duration constraints on particular skills associated with the work
assignments in this template. These constraints apply to the entire schedule, not just individual
work assignments.
A skill constraint restricts the use of this template based on how much time an employee spends
using a particular skill during the entire days schedule. This feature is especially useful in
setting the maximum amount time allowed per skill, per day. However, you can also require a
minimum amount of time per skill. A skill constraint has the following options:
The work state that corresponds to the skill.
Whether to constrain the duration of the state, the percentage of scheduled time it
consumes, or both.
The specific minimum and maximum values.
A work assignment from this template will be inserted in a schedule only if the result satisfies
both sets of limits: skill duration and percentage of schedule. However, you can effectively
Creating Work Assignment Rule Sets
disable either of these constraints. To disable Skill Duration, set its minimum value to zero and
its maximum value to the same as (or greater than) the longest shift that an employee can work.
To disable Percentage Of Schedule, set its minimum value to zero and its maximum value to
100.
Click the Add button to add a skill constraint or the Edit button to edit the skill constraint
Creating Work Assignment Rule Sets

Use the Work Assignment Rule Sets module to create work assignment rule sets for use in
optimizing intra-day work assignments. A set can have as many rules as needed to cover the
types of schedules that need to receive work assignments; and each rule specifies which work
assignment templates the optimizer can use for specific schedule profiles.
To access the module, use File > Open or select Scheduling > Schedule Templates > Work
Assignment Rule Sets in the navigation pane. This opens the Work Assignment Rule Sets
view.
Use the common options on the pop-up menu to add, edit, and delete rule sets. The Add and
Edit options open the Work Assignment Rule Set form, where you define the rules for this set:
1. On the General page, enter a code and description to identify the rule set.
Each rule in a set specifies:
The schedule profile that the optimizer uses to find matching schedules.
One or more work assignment templates to describe the schedules that the optimizer is
allowed to construct.
If you want this rule to be considered only for certain types of employees: the employee
supergroup to use for selection. The optimizer will consider this work assignment rule
only if the employee assigned to the schedule being processed belongs to one of the
included employee groups as of the nominal date of the schedule.
2. On the Rules page, use the buttons to the right of the grid to add, edit, and delete rules.
Using the Reorder button, you can also change the order in which the rules should be
evaluated by the optimizer.
Running the Optimizer

To run work assignment optimization for trial schedules:
1. Access the Trial Segment Worksheet module (Scheduling > Trial Segment Worksheet in
the navigation pane). The Trial Segment Worksheet view opens.
2. Select Optimize Work Assignments and click the Open button. This opens the Work
Assignments Optimizer dialog box, where you can set up and start the work assignments
optimization process.
3. When you are ready to begin the optimization run, click OK. When the run ends, the
worksheet opens and the Work Assignment Results window opens.
4. Evaluate the results of the run and make any needed changes in the worksheet.
User Guide
The Work Assignment Results window stays open until you close it. If needed, you can save
the contents of that grid by right-clicking it and selecting Export.
5. When you are satisfied with the schedule changes, save the worksheet.
Work Assignments Optimizer Dialog Box

Use the following pages to specify the parameters and input sources for the run:
General Page
Here you specify the date and time range within which the optimizer is allowed to make changes
to schedules. You can type or select the start and stop dates, and you can change the time of
day for either of these dates.
1. To facilitate evaluating the results of the run, specify a time range that is evenly divisible by
your scheduling unit (5, 10, or 15 minutes).
2. If you want to preserve the original work segments in their entirety, select Attempt To Keep
Original Work Segments.
This option, where possible, prevents the original segments from being moved, lengthened,
shortened, or broken up. This makes it easier to delete a new work assignment and revert to
the original schedule. For this to work properly, the original work segments must be ranked
lower than those to be added.
3. To save the settings for all three pages of this dialog box, or load previously saved settings,
click the Options button under Memorize to display the pop-up menu of memorization
options.
Select Page
This is where you select the work assignment rule set to be used in the run and the trial
schedules to be optimized:
1. Enter (or select) the code of the rule set you want to use.
2. Enter (or select) the staff group and its associated schedule set containing the schedules
to be optimized. (The staff group does not have to one for which you are optimizing work
assignments; it can be any staff group you use for managing schedule sets.)
3. If you want to optimize only a subset of the schedules in the selected set, select one of the
following options under Trial Schedules:
Selected schedules:
Lets you select individual schedules regardless of whether or not

employees are assigned to them. Click the Select button to open the
Select dialog box, where you make your selections.
Selected employees: Lets you select individual schedules by selecting the employees who
are assigned to them. Click the Select button to open the Employee
Selector dialog box, where you make your selections.
4. By default, schedules are processed in order, by sequence number. If you want to use a
different order, select one of the following options under Order:
Assigned schedules first: Lets you define a scheme for ordering schedules based on the
properties of the employees assigned to them. Click the Order
button to open the Sort Employees dialog box.
Unassigned schedules are processed, by sequence number, after
all assigned schedules have been processed.
Selected employees first: Lets you select certain employees whose schedules are to be
processed first. Click the Select button to open the Employee
Selector dialog box, where you make your selections and order
the employees as needed.
After the selected employees schedules have been processed,
the remaining schedules are processed by sequence number.
Requirements page
Use this page to identify the requirements sets to use for each of the staff groups for which work
segments need to be created. Use the Add and Edit buttons to select these sets; both options
open the Select Staff Group dialog box, where you select the requirements sets.
The optimizer will try to satisfy only those staffing requirements that fall within the date and time
range you specified on the General page.
Work Assignment Results Window

This window displays details about the work assignments optimization run that just finished. The
information is on the following pages:
Employee Detail or Trial Schedule Detail
Staff Group Detail
Scheduled Staff
Diagnostics
The first three pages each contain a grid, so you can use the Export option on the pop-up menu
to save the selected cells to an Excel spreadsheet or other file type.
Trial Schedule Detail Page

This page summarizes the results for each schedule and each nominal date included in the run.
The columns in the Order band show the sequence in which the optimizer processed the
schedules, and the Status column (under Result) shows a brief message indicating each result.
A successful result is indicated by the message Work assignments were added to schedule.
This means that a change was made to the schedule that better satisfies the staffing
User Guide
requirements than the original schedule did. Otherwise, if no change was made to a schedule,
one of the following messages is displayed:
Table 10-3 Messages for Unsuccessful Work Reassignments
Message
Meaning
No improvement
The original schedule best satisfies the requirements, even though

there might have been other work assignments that were
appropriate.
Exceeded staffing limits
The optimizer could not find any work assignment alternatives that
would not violate one or more staffing limits defined in the
requirements.
No allowable
work assignments template
The schedule was not compatible with any of the work assignment
patterns in the templates associated with the work assignment rules.
No reassignable staffing state
The original schedule did not contain any of the work segments
associated with the staff groups selected for the run; or if it did, the
segment did not resolve to its work state due to segment ranking.
No appropriate
work assignment rule
The schedule did not match any of the schedule profiles referenced
in the work assignment rules; or as of this date, the employee was
not a member of any of the employee supergroups required by the
work rules.
No schedule
The employee or trial schedule did not have any segments for this
nominal date, so there was nothing to change.
Error
An unexpected error occurred. This could be caused by a database

server error, a network error, or other problem.
Staff Group Detail Page

Use this page to compare the original staffing statistics for each period with the statistics
resulting from the run. To select a staff group, use the Staff Group drop-down list.
The Before and After bands show scheduled staff hours and net staff hours, which is the
difference between the two. The Before band also includes the staffing requirements. Keep in
mind that all these numbers represent total staff hours for the period, as opposed to the average
number of scheduled staff.
When you are operating on trial schedules, these numbers include any base staff you enabled
when setting up the run.
Scheduled Staff page

This page shows the average number of scheduled staff for each period before and after the
run, in addition to the difference (Change) between the two. Each staff group has its own band
of columns. When you are operating on trial schedules, these numbers include any base staff
you enabled when setting up the run.
Use the Interval field to specify the time increment (number of minutes per period) to use for this
display. This value must be a multiple of your scheduling unit. Note also that if the date/time
range of the work assignment optimization run is not evenly divisible by the Interval value you
select, the values in the grid will be difficult to interpret. Check the Stop time on the Diagnostics
page and verify that it matches the stop time of the last row in this grid.
Diagnostics page
This page provides a chronological log of the run. Of particular interest are the records of each
time the optimizer evaluated a schedule for new work assignment. Each record includes the
work assignment rules checked, the templates considered, and the result of the evaluation.
User Guide
11
Chapter 11
Assigning Employees and

Making Schedules Official
This chapter explains how to assign employees to trial schedules and make trial schedules
official. It also explains how to use rosters to create trial schedules.
Overview of Assignment Methods

Using Trial Schedule Manager, you can assign employees to selected trial schedules. You must
assign an employee to a schedule before you can make that schedule official.
There are two basic ways to assign employees:
Assign an employee manually, by editing the schedule
Use the Assignment Worksheet to assign multiple employees to schedules
Using the Assignment Worksheet lets you use automatic assignment, in addition to rotation. To
use automatic assignment, you need to have schedule preferences for the employees you want
to assign.
If you want to assign employees to schedules as the schedules are being generated, use the
Special > Add-Preference-Based Schedules option of the appropriate Schedule Runs module.
As with automatic assignment, this method requires schedule preferences.
Assigning an Employee Manually

Use the following procedure to assign one employee to a trial schedule:
1. Open the Trial Schedule Manager module and select the schedule set in the schedules
tree.
2. In the list of schedules, right-click the schedule and select Trial Schedule Properties.
3. When the Trial Schedule Properties dialog box appears, enter the employee name or click
the lookup button to select from a list.
4. Click OK.
User Guide
Chapter 11: Assigning Employees and Making Schedules Official
Using the Assignment Worksheet

The Assignment Worksheet lets you use the automatic assignment process or assign
employees by rotating them through selected schedules.
To assign employees using the Assignment Worksheet:
1. In the Trial Schedule Manager directory tree, select the schedule set.
2. In the list of schedules on the right, select the schedules to which you want to assign the
employees.
3. Select Special > Assignment Worksheet. The Assignment Worksheet form appears.
4. Select the schedules you want to work with.
5. On the Special menu, select the options to assign employees.
To use automatic assignment (described next), you need to have schedule preferences for
the employees you want to assign.
6. Save the Assignment Worksheet form to save all of the assignments you made.
Using Automatic Assignment

The automatic assignment process tries to assign selected employees to selected trial
schedules while satisfying each employees schedule preferences and other parameters that
you set. Automatic assignment focuses on one employee at a time, scans the trial schedules for
a match, and goes to the next employee only when a match is found or is not possible.
By default, employees are considered in order of seniority, and as a result, senior employees
are most likely to be given the schedules they prefer. You can also give weight to each
employees schedule preference or skill. Figure 11-1 illustrates the basic sequence of matching
employees with schedules.
1.
By default, the process

considers the next employee
in order of seniority.
Blank, Bob
Seniority: 86753091
Blake, Morton
Seniority: 86753092
Haverty, Suzy
2.
The process considers the

employee's next preference.
Seniority: 86753093
Schedule preference #1 for Blank, Bob

3.
The process considers the

next trial schedule until it finds
a match or considers another
preference.
Trial schedule 9
Trial schedule 12
Trial schedule 66
Figure 11-1 Sequence of Matching Employees With Schedules

Schedule preferences tell the assignment process how much time each employee wants to
work, what days of the week, and what times of the day the employee prefers. For each
employee, the process considers preferences in the same order in which they are entered. For
example, if a schedule cannot be found for preference #1, the process tries preference #2, then
tries additional fallback preferences, and so on. The assignment process prioritizes preferences
according to your instructions.
Automatic assignment gives you the option of assigning employees to single or multiple
schedules. For multiple-schedule assignment, you also have the option to use personal account
balances, rather than preference goals, in determining weekly paid-time targets. (To enable this
feature, set the PersAcctAss system parameter to True.)
At times, schedules might satisfy your staffing requirements but not your employees
preferences. Because running the process does not guarantee assignments, you may want to
execute a series of trial runs. For example, you might run the program in stages, starting with a
trial run to determine how well your schedules and staff agree, then add or change individual
schedules, and renegotiate employee preferences as needed.
Single-Schedule and Multiple-Schedule Automatic Assignment

There are two approaches you can take to an automatic assignment run: the single-schedule
method and the multiple-schedule method. A variation of multiple-schedule assignment lets you
use personal account balances as preference goals. All methods try to assign employees to
schedules, based on their preferences.
User Guide
The Single-Schedule Assignment method (see Figure 11-2) tries to assign employees to a
single schedule for an entire week. If a schedule cannot be found for the employees first
preference, the program tries the employees second preference, and so on.
single schedule:
Employee
Start
Stop
Blank, Bob
8:00
17:00
Figure 11-2 Single-Schedule Assignment

This method works best when schedules are only one-week long, because the process
considers only the first week when matching schedules and preferences. If an employee is
assigned to a longer schedule, the following weeks may not match the employees preferences.
The Multiple-Schedule Assignment process requires that (see Figure 11-3), an employees
preferences have a weekly time goal. The assignment process assembles several one-day
schedules, each of which is a workday.
multiple schedules:
Employee
Start
Stop
Blank, Bob
8:00
17:00
Blank, Bob
9:00
18:00
Blank, Bob
8:00
17:00
Blank, Bob
8:00
17:00
Blank, Bob
9:30
18:30
Figure 11-3 Multiple-Schedule Assignment

As shown in Figure 11-3, the employee is assigned to several one-day schedules throughout the
week. However, when you set up a run, you have option to merge the single-day schedules into
one schedule.
Choosing the Method to Use

Several considerations may affect your decision to use single-schedule or multiple-schedule
assignment. For comparison, some of the advantages and requirements of each method are:
Single-Schedule Assignment:
Multiple-Schedule Assignment:
Assigns each employee to one schedule

for the entire week.
Assigns each employee to several one-day

schedules.
Is best-suited for employees who must

work the same shift times each day.
Because each schedule is only one day long,

the scheduling process can achieve better
coverage.
Requires less time to run, but typically

results in more FTEs.
Requires more time to run, but typically

results in fewer FTEs.
Single-Schedule Assignment:
Multiple-Schedule Assignment:
Simplifies viewing and updating schedules,

since each employee appears only once.
Requires that you sort the schedules by

employee name or ID to view an employees
schedule for the entire week. (But you can
merge the schedules using Trial Schedule
Manager.)
Gives each employee a complete schedule

or no schedule.
Lets you assign a limited number of work

hours among employees, based on minimum
and maximum individual weekly requirements
or on personal account balances.
You may want to use different methods for different groups of employees, or for different
circumstances. It is even possible to use both single-schedule and multiple-schedule
assignment (in different runs) with the same trial schedules. The way you have defined an
employees preferences in the preference set being used determines how the employee is
assigned.
Options for Selecting Employees and Schedules

There are several ways to control which employees to assign and the schedules to fill during an
automatic assignment run.
Selecting Employees
You have the option to try only a few employees at a time; in this way, you can review a list of
successes before the next run and change employee preferences or trial schedules. Use the
Employees page of the Automatic Assignment dialog box to add employees to a run.
On the Employees page you might also assign only those employees who have specific
segments during a selected week; for example, a work segment. You can do this when you add
employees and click the Filter button for the Employee Selector dialog box.
Also, for multiple-schedule assignment, you have the option to assign all employees, only those
currently unassigned to schedules, or only those who already have assignments. Use the
options on the General page of the Automatic Assignment dialog box to select all employees or
those who have a specific assignment status.
Selecting Schedules
Before any assignment run, you have the option to select the schedules to which you want to
assign employees on the Assignment Worksheet form. You can select the ones you want to
work with individually, or select the entire set. Once you select schedules, you can further
prohibit existing assignments (if any) from being replaced, allowing the program to consider only
schedules with no employees assigned to them. You do this using options under Available
schedules on the General page of the Automatic Assignment dialog box.
When you use multiple-schedule assignment for schedules in a set, if you select Unassigned
only for those schedules, any existing assignments will count toward each employees goal for
assignment. For example, if an employee already has an assignment to work Monday, and also
User Guide
has a goal of five days, only four additional days will have the potential to be assigned during
this new run.
You can also assign employees to a smaller date range of trial schedules than the default oneweek range on the General page.
Using Weighted Sorting to Rank Employees

As with nested sorting (sorts within sorts), weighted sorting lets you rank employees based on
more than one employee information field. Weighted sorting lets you assign more importance to
some fields than to others.
The ranking process does the following:
1. Sorts the selected employees by each of the selected fields, separately.
If you selected two fields, the process creates two different sorted lists, each having rank
numbers starting at 1 (the highest priority).
Name
Speed
Hans
Rank
100
Michelle
60
Bob
40
(descending)
Name
Errors
Rank
Michelle
30
Hans
50
Bob
70
(ascending)
2. Multiples each employees rank number, in each sorted list, by the weight assigned to that
field.
Name
Rank
Weight
Hans
Michelle
Bob
New Rank
40
40
80
120
(speed)
Name
Rank
Weight
Michelle
Hans
Bob
New Rank
60
60
120
180
(errors)
3. Adds together each employees weighted rank numbers.
This results in a single, combined rank number for each employee.

Combined Ranking
Michelle
140 (80 + 60)
Hans
160 (40 + 120)
Bob
300 (120 + 180)
Note: Weighted sorting is available only for operations such as automatic assignment and
preference-based scheduling.
Setting Preference Options

On the Order page of the Automatic Assignment dialog box, you can select a skills or
preferences priority. Depending on your choice, the assignment process will favor assignments
that match employee skills and schedules, or those that match employee preferences and
schedules. These options apply if any employee being considered has more than one skill:
Consider skills
before preferences:
The assignment process checks for a schedule that matches the

employees highest-priority skill, then preferences, then next-highest
priority skill, if required, then preferences, and so on.
For example, if the process finds a schedule that matches an
employees English-speaking skill, it will select that schedule, if the
schedule also satisfies one of the employees preferences. If the
process finds the schedule unsuitable for the first preference, it looks at
the second preference, and so on. If no preferences match the
schedule by way of this skill, the process looks at schedules that match
the second-priority skill, then checks preferences until a match is either
found, or is not possible for this employee.
Consider preferences The assignment process checks for a schedule that matches the
before skills:
employees first preference, then skills, then second preference, if
required, then skills.
For example, if the process finds a schedule that matches an
employees preferred span of 9 hours, it will select that schedule, if the
schedule is also designed for someone with one of the employees
skills. If the process finds the schedule unsuitable for the first skill, it
looks at the second skill, and so on. If no skills match the schedule by
way of this preference, the process looks at schedules that match the
second-priority preference, then checks skills until a match is either
found, or is not possible for this employee.
When you are assigning employees who have more than one skill, the question to consider is
this: Is it more important that an assignment match an employees highest-priority skills or match
top preferences? If the highest-priority skills should carry more weight, use the first option. If the
employees top preferences should have priority, use the second one.
If each of the employees you want to assign to schedules have only one skill, you can use either
setting and achieve the same effect. In most cases, the schedules to which you assign
employees will have been designed to match the skills of those employees. Because of this,
skills will have no effect in the assignment because all employees are equally skilled. In this
User Guide
case, the assignment process gives an employee a schedule before another employee based
on preferences and the employee sort order.
Figure 11-4 illustrates the difference between the two preference options.
Consider next skill
Consider skills
before
preferences
Employee
Skill
Seniority
Blank, Bob
XYZ
Consider next preference

Employee
Preference
Seniority
1
Blank, Bob
ABC
Seniority
DEG
Consider next preference

Consider
preferences
before skills
Employee
Preference
Seniority
Blank, Bob
1
3Seniority
Consider next skill

Employee
Skill
Seniority
XYZ
Blank, Bob
ABC
Seniority
3
DEG
Seniority
Figure 11-4 Preference Options
Running Automatic Assignment

To run automatic assignment:
1. In the Trial Schedule Manager directory tree, select the schedule set.
2. In the list of schedules, select the schedules to which you want to assign employees.
You can select the entire schedule set by selecting Edit > Select All (or right-clicking the
view pane and selecting Select All); you can deselect individual schedules by pressing the
CTRL key and clicking the schedules to exclude.
3. Select Special > Assignment Worksheet. The Assignment Worksheet form appears.
4. Right-click the schedules to assign and select an automatic assignment option (Single
Schedule, Multiple Schedule, or Personal Account).
5. Complete the assignment options in the Automatic Assignment dialog box, and click OK to
start the assignment run.
When the run is complete, the Pending Assignments Results window shows the outcome of
the process for each employee. Review the results as needed and close the window.
The Assignment Worksheet form now displays the new assignments, along with any
schedules that were not assigned. If you want to run assignment again for unassigned
schedules or employees, select the schedules you want to work on and, on the General page
of the Automatic Assignment dialog box, select the Unassigned Only option for schedules or
employees.
6. When you are satisfied with the results of the assignment process, save the Assignment
Worksheet form.
Using Rosters to Create Trial Schedules
The Automatic Assignment Dialog Box

There are different versions of this dialog box, depending on which automatic assignment option
you select:
Automatic Assignment (Single Schedule)
Automatic Assignment (Multiple Schedule)
Automatic Assignment (Personal Account)
The Multiple Schedule version and Personal Account version are mostly alike, the difference
being in how weekly goals are determined.
Use the following pages as needed:
General, where you set the dates of assignment and define how employees and schedules
should be assigned
Order, where you set the order in which to assign employees; for example, by seniority,
performance, etc.
Stop Conditions, where you set up conditions under which the program will stop assigning
schedules
Employees, where you select the employees to make available for the automatic
assignment process
Official Segments, where you set up options for handling official general segments that
occur during the date range of this run
Advanced, where you can apply advanced rules, such as limits, equity rules, and work rules
Using Rosters to Create Trial Schedules

Using rosters is an optional method of scheduling and schedule assignment in which each
employee can work a different schedule each week. The rotation of the assigned employees
through the roster of one-week schedules happens automatically. In effect, on the first day of
each week, the currently assigned employees move down one line and the last employee
moves to the beginning. Aspect Workforce Management knows the date range of the
employees assignment to the roster, as well as the line number where each employee started,
and can determine the employees schedule for any week.
Using the Rosters module, you can:
Create a roster manually, including assigning employees to a roster
Import a trial schedule set to create a roster
Copy a roster to a trial schedule set to be used as schedules
To create a roster:
User Guide
In the navigation bar, select Scheduling > Rosters.
Select File > Open > Rosters.
2. Right-click the view pane and select Add. The Roster form appears.
3. Complete the General tab fields.
4. Select the Schedules tab and continue as follows:
a. Right-click the Schedules area of the tab and select Number of Lines. The Number of
Lines dialog box appears.
b. Enter the number of lines for the roster, and click OK.
c. Right-click a line and select Edit Schedule. The Edit Schedule dialog box appears.
d. Add the segments to be part of the schedule, and click OK.
e. Repeat step 4 for the other lines in the roster.
5. Select the Assignment tab and click Add. The Add Roster Assignment dialog box appears.
a. Complete the fields with information for the first line of the roster. You can also enter a
memo about this assignment.
b. On the Employees page, select the employees to assign to that line.
c. Click OK.
6. Repeat step 5 for the other lines.
7. When you finish making assignments, click Cancel to close the assignment window.
8. Click Save & Close to save the form.
Making Trial Schedules Official

When you decide to use a particular schedule set for staffing, you assign employees to those
schedules and make them official for a specific range of dates. This creates official segments
that are copies of the segments in the trial schedules. From then on, the segments are
recognized by the Intra-Day Performance module and other tracking modules.
Depending on the number of schedules and the current load on your system (especially the
application server and the database server), this operation can take a long time. Each trial
segment is automatically checked for conflicts and violations of segment entry rules before it is
saved as an official segment. You might schedule the process to run later, as an AutoRun job.
You also have the option to break the process into separate transactions for individual
employees, rather than submitting a single transaction for all employees.
To make trial schedules official:
1. In the list of trial schedules (Trial Schedule Manager view), select the schedules to make
official.
To make an entire schedule set official, select that set in the list of sets in the right pane.
You can also multiselect sets if you want to make them official all at once.
To make only certain schedules official, expand the schedule set in the directory tree and
select the schedules in the list of schedules on the right.
Making Schedules Official Separately for Each Employee
2. Right-click the schedule, and select Make Official > Interactive or Make Official >
AutoRun.
Note: If a schedule does not have employees assigned to it, the Trial Schedule Manager
notifies you at this point. Either cancel or continue with the following steps for the
assigned schedules only.
3. In the Make Official dialog box, set the target date range for the official segments to create.
If necessary, you can change the source date range and the selection of source schedules.
4. In the Options section, select the appropriate boxes if you want to:
Copy existing memos to the official segments.
Break this operation into multiple transactions by employee (see Making Schedules
Official Separately for Each Employee, which follows these instructions).
Remove existing segments for the assigned employees.
If you selected the Make Official > Interactive option in step 2, the default choices in the
Options section are set to match those you used the last time when making schedules official
interactively.
5. If you selected the AutoRun option in step 2, select the AutoRun tab and schedule the
process.
6. Click OK to create the new official segments or submit the task to AutoRun.
Trial Schedule Manager does not save official segments that violate your segment entry rules.
However, it does generate a list of violations for you to correct and retry again.
Making Schedules Official Separately for Each Employee

When you make schedules official, they are submitted to the Updater service, which checks
them for validity before saving them as official segments. By default, the schedules for all of the
selected employees are submitted as a single transaction. If any schedule fails validation, the
entire transaction is rejected, and no schedules are made official.
By selecting the Make Official Separately For Each Employee check box on the Make Official
dialog box, you can override this default and submit each employees schedule to Updater as a
separate transaction. If any schedule fails validation, all other schedules will still be processed. If
you select this option, you can also specify that a separate transaction be submitted for each
day of each employees schedule. A seven-day schedule, for example, will be submitted as
seven transactions.
Use the default method (one transaction for all) when it is important that all schedules pass or
fail validation together; that is, when you want to prevent an incomplete group of official
schedules from being created.
User Guide
Part 5
Tracking
Explains the main tasks involved in tracking: viewing and modifying official schedules,
managing segment requests, and creating and updating intra-day performance
forecasts.
User Guide
Aspect Confidential
Part 5: Tracking
Aspect Confidential
12
Chapter 12
Tracking
This chapter explains the main tasks involved in Aspect Workforce Management tracking.
Editing Official Schedules

After you make a set of trial schedules official, you sometimes need to add, edit, and delete
official segments to account for employee activities (such as absences and meetings) that were
not part of the original schedule. There are a number of ways to do this. The best method in a
given situation depends on how many employees are involved, which types of segments are
involved, how much information you already know, and which modules are already open.
The main tools for segment entry are Official Schedule Editor and Segment Worksheet. Official
Schedule Editor is more useful when you want to view or edit all of an employees existing
segment detail in a calendar-based format. Official Segment Worksheet is more useful when
you need to edit, add, or delete similar segments for many employees in a single session.
You can open Official Schedule Editor and Segment Worksheet as follows. Which method you
choose is generally a matter of convenience:
Directly, using the File > Open option or by selecting the module in the Tracking area (Official
Schedule Editor or Official Segment Worksheet).
With Official Schedule Editor, you must first select the employee, or employees. With Official
Segment Worksheet, you can immediately open an empty worksheet.
From within another module, such as Schedule Summary or Intra-Day Time Line.
With this method, the segment information for the currently selected rows is automatically
retrieved, and you can begin making changes immediately.
When using Intra-Day Time Line, you can either select employees to open Official Schedule
Editor or select states to open Official Segment Worksheet.
It is always important to select the segment code that is most appropriate for the activity you are
recording. You can use the Segment Definitions module to familiarize yourself with the details of
each of your segment definitions.
Regardless of the segment code, you can add a segment as either a general segment or a detail
segment. You can also add a segment as part of a package.
User Guide
Chapter 12: Tracking
About the Legacy Official Schedule Editor

Legacy Official Schedule Editor is a version of Official Schedule Editor that was used for editing
schedules in Aspect Workforce Management releases earlier than 7.1. If you prefer to use
Legacy Official Schedule Editor instead of Official Schedule Editor, first select the Use Legacy
Official Schedule Editor option on the Special menu for the Official Schedule Editor view.
As long as this option is in effect, the Legacy Official Schedule Editor form replaces Official
Schedule Editor, both in this module and when called by other modules (such as Official
Segment Worksheet). You can switch back to Official Schedule Editor at any time by deselecting
the Use Legacy Official Schedule Editor option.
Note: Legacy Official Schedule Editor does not support the ability to receive modified segments
from Official Segment Worksheet; if you use the Send Modified to Schedule Editor
option, the Official Schedule Editor form opens instead.
Using Official Schedule Editor

Official Schedule Editor is the version of Schedule Editor that lets you add, edit, delete, and copy
official segments for one or more employees using a schedule-based display format. On a single
form, you have access to all of an employees official segments for all dates.
You can open Official Schedule Editor either directly or from within another module. Whichever
method you use, keep in mind that although each segment is stored separately, the Official
Schedule Editor window is one form. Saving or canceling applies to all unsaved changes in that
window.
Note: Most of the options available for Official Schedule Editor are also available for Trial
Schedule Editor, but with different termsEmployee vs. Trial Scheduleused to identify
the segments.
Using the Palette to Add Segments

For both Official Schedule and Trial Schedule Editor, the palette pane lets you add segments by
clicking or dragging (painting) with the mouse. To show or hide the palette, click the > button on
the leftmost frame of the Schedule Editor form.
To use the palette, you must first define one or more groups of segments, segment packages,
or both. The items in each group appear in the palette when you click that groups button. For
example, you might define one group for work segments and breaks and another for various
types of absences or meetings.
To add a palette group:
1. Right-click anywhere in the segment palette and select Add Group on the pop-up menu. The
Configure Palette dialog box appears.
2. Type a group name of up to 30 characters. This is the label that appears on the groups
button in the palette.
3. To select the contents of this group, expand the Segments and Packages branches of the
tree and check the boxes for the items to include.
4. Click OK to finish.
You also can use the palettes pop-up menu to edit an existing group (Configure Palette option)
or remove it from the palette.
To use the palette:
1. If necessary, show the palette by clicking > on the left.
2. Switch to the preferred view and time resolution.
The Time view and the Day view let you set the times and durations of the segments you add
from the palette. Set the time resolution to the shortest interval needed for precise
placement. If necessary, you can later edit each segment to refine its start time, duration, and
other information.
3. Display the palette group by clicking its button.
4. Select a segment or package in the palette.
If you want to add the same segment or package several times (using more than one mouse
action) without having to reselect it in the palette, press the Shift key, click the item, and
release the Shift key. The item remains selected in the palette until you click it again or make
another selection.
5. Click or drag in the grid:
To add a one-period segment, click that period.
To define (paint) a longer duration, click the starting period, drag to select additional
periods, and release the mouse button.
Whichever method you use, you must begin in an empty space.

6. If you need to add another segment or package, repeat step 4 and step 5.
7. If you need to associate the new segments with a different nominal date, select them and use
the Decrement Nominal Date or Increment Nominal Date option. These options move the
nominal date backward or forward by one day, if possible (the nominal date cannot be more
than two days from the segment's actual date).
Using the Mouse to Edit Segments

You can use the mouse to move a segment, edit its duration, or quickly change its code.
To move a segment to a new time and/or schedule:
1. Switch to the Time view or Days view and set the appropriate and time resolution.
2. If the segment is already selected, click somewhere else in the grid to de-select it.
3. Clicking only once, drag the segment to a new starting period in the grid and release the
mouse button.
The target can be any visible period on any date, and it can be for any visible employee or
trial schedule.
To move a segment to a different date and/or schedule without changing its time:
1. Switch to the Week view or Month view.
2. If the segment is already selected, click somewhere else in the grid to de-select it.
User Guide
3. Clicking only once, drag the segment to a new date in the grid and release the mouse button.
Note: From any view, you can also drag-and-drop a segment to a different date in the
navigation calendar (this method cannot be used to move a segment to a different
schedule).
To change a segments start time or stop time:
1. Switch to either the Time view or the Days view.
2. Point to the segment's beginning or ending border (the mouse cursor changes to Resize
mode) and drag the border in the desired time direction.
In the Time view, time runs horizontally; in the Days view, time runs vertically.
3. Release the mouse button.
To change a segment's code:
1. Click the segment in the grid to switch to edit mode.
2. Enter the new segment code, or part of it. If you enter a partial code that has more than one
match, the lookup list appears, where you can select the correct segment.
Using the Edit and Special Options

In addition to having several view and layout options, which are explained on page 12-12,
Schedule Editor provides several options for adding, editing, and saving schedule information.
Some options are available by right-clicking, and some have corresponding toolbar buttons.
Table 12-1 describes the options that do not require a segment to be selected in the grid. It
include options for both trial and official segments, and for both Schedule Editor and Segment
Worksheet.
Table 12-1 Options for Editing Schedules
Option
Where Available
Description
Edit
> Paste
Official Schedule Editor,

Official Segment Worksheet,
Trial Schedule Editor,
Inserts the segments you have copied

or cut.
Edit
> Paste Special

Displays the Paste Special dialog box,

where you provide instructions for
pasting the segments you have copied
or cut. For details, see Using the Paste
Special Option on page 12-8.
Edit
> Select All

Selects all segments for the selected

date and schedule.
Edit
> Add

Displays the Add Segment dialog box,

where you can add a segment or
segment package for one or more
dates.
In Schedule Editor, this option is on the
Edit > Add submenu.
Edit
> Add

Trial Schedule Editor
Displays a submenu with the Add

option, as well as two other options
that let you open the Add Segment
dialog box with its options preset for a
detail segment or a general segment.
The selected date, or dates, is used as
the default date range on the dialog
box.
These three options are enabled only if
no segments are selected. However,
the Add toolbar button works in either
case.
Special >
Request Mode

Determines whether additions,

changes, and deletions are saved
normally (as official segments) or as a
segment request only.
When this option is in effect, the
toolbar button has an orange
background. Each time you save, all
unsaved entries for an employee are
submitted as a single request.
User Guide
Table 12-1 Options for Editing Schedules (continued)

Option
Where Available
Description
Special > Re-select

Employees

Displays the Employee Selector dialog

box, where you can change the
selection of employees for this
Schedule Editor form. If there are
unsaved changes, Schedule Editor
first prompts you.
Special >
Live IDP Updates

(no toolbar button)
Activates immediate updates to any

open Intra-Day Performance Detail
forms. If an intra-day forecast would be
affected by official schedule changes
you make, its scheduled staff numbers
update automatically when you add,
edit, or delete a segment.
If you have edited an affected intra-day
performance forecast and have not yet
saved those changes, scheduled staff
numbers in the affected periods can
appear incorrect. This occurs when
you save a changed schedule while in
live update mode. Because the intraday performance forecast cannot be
refreshed (due to its unsaved
changes), it does not recognize the
schedule change in the database until
you save and refresh.
Special >
Send Modified
to Worksheet

If there are unsaved changes, this

option closes the Schedule Editor form
and opens a Segment Worksheet form
that contains those same changes: an
entry for each added, edited, or
deleted segment.
From the worksheet (assuming there
are unsaved changes), you can reopen a Schedule Editor form using the
Special > Send Modified to Schedule
Editor.
Special >
Send Modified
to Schedule Editor

If there are unsaved changes (Add,

Change, or Delete), this option closes
the Segment Worksheet form and
opens a Schedule Editor form that
reflects those same changes.
From the Schedule Editor form
(assuming there are unsaved
changes), you can re-open a
worksheet using the Special > Send
Modified to Worksheet Editor option.
Context-Sensitive Options
Table 12-2 describes the options that are available only when you have selected one or more
segments in the grid. It includes options for both trial and official segments, and for both
Schedule Editor and Segment Worksheet.
Table 12-2 Context-sensitive Options for Editing Segments
Option
Where Available
Description
Edit > Cut

Copies the selected segments to the

clipboard and deletes them.
Edit > Copy

Copies the selected segments to the

clipboard.
Edit > Edit

Displays the Edit Segment dialog box,

where you can edit the selected
segment (not available when multiple
segments are selected).
Edit > Delete

Deletes the selected segments from

the grid. You must save the form to
carry out the deletion.
Special > Display

Audit History

Displays the Segment Audit Trail

dialog box, where you can view the
history of the selected segment.
Special > Trade

Lets you change the assigned

employee for the selected segment(s).
The type of trade depends on the
current selection:
If you have selected one or more

segments for a single employee
(or unassigned schedule), the
Select Employee dialog box
appears, where you can assign a
different employee to those
segments. (This is called a oneway trade.)
If you have selected segments for

exactly two employees, each
employee is immediately assigned
to the other employee's segments
in that selection.
Note: For this type of schedule trade,

the trade actions (trade, keep,
delete, or deny) defined for
other segment codes are not
applied. You must identify the
affected segments and
perform the appropriate
actions manually.
Special >
Adjust Times
User Guide

Displays the Adjust Times dialog box,

where you can adjust the start times,
stop times, or durations of the selected
segments.
Table 12-2 Context-sensitive Options for Editing Segments (continued)

Option
Where Available
Description
Split Segments

Displays the Split Segments dialog

box, where you can break each of the
selected segments into two adjacent
segments. This option is useful when
you want to execute a trade for only
part of the day.
Special >
Replace Segments

Displays the Replace Segments dialog

box, where you can replace the
selected segment(s) with a new
segment during a specified period. For
details, see Replacing Segments on
page 12-10.
Special > Create

Segment Package
Official Schedule Editor
Lets you define a segment package

using the segments that are now
selected. Displays the Segment
Package form. For details, see Using
Schedule Editor to Create a New
Segment Package on page 12-19.
Special >
Employee Information

Opens the Employee Information form

for each of the selected segments,
where you can view and edit the
associated employee information.
In Trial Schedule Editor, this option is
enabled only when you have selected
at least one segment to which an
employee is assigned.
Using the Paste Special Option

Using the Paste Special option for segments, you can easily copy segments from a given day to
a another day or to a range of dates. The Paste Special option appears in pop-up menus in
Official Schedule Editor, Trial Schedule Editor, Official Segment Worksheet, and Trial Segment
Worksheet. In addition to providing the ability to paste to a range of dates, this feature facilitates
copying and moving official segments to trial segments, and vice-versa.
To copy or move segments using Paste Special:
1. In the Schedule Editor or Worksheet, select the segments you want to move.
2. Right-click the selected segments and select Cut or Copy on the pop-up menu.
3. Right-click in the target window and select Paste Special on the pop-up menu. The Paste
Special dialog box appears.
4. Specify the target dates to which to copy the segments and click OK.
The Paste Special dialog box lets you specify exactly where to paste the segments you have
copied or cut. This dialog box has varying options depending on which window you are pasting
to and whether you copied trial segments or official segments:
If you are pasting to the Trial Segment Worksheet form, you must use the lookup button to
identify the target schedule for the new segments. If you copied trial segments, however, the
source schedule is already selected by default.
Similarly, if you are pasting to the Segment Worksheet form (the worksheet for official
segments), you must specify the employee to assign to the new segments. If you copied
official segments, however, the source employee is already selected by default.
You always have the option to specify a different target date. If the copied segments are
associated with more than one nominal date, the target date is the earliest (Start) date for the
new segments, and the dates of the other new segments follow the same pattern as in the
source segments.
When pasting to more than one date, you have the option to exclude certain days of the
week.
If the copied segments are associated with only one nominal date, you can specify a range of
dates (From and To) as the target. The segments will be pasted to each date that matches
one of the days of the week you have selected.
If you are pasting to the Schedule Editor form (either Trial or Official), you have the option to
remove existing segments for nominal dates within the target date range. You can remove
the segments for all affected dates or all segments for all dates within the range.
To illustrate how the removal of existing segments works, suppose you have copied a segment
to the clipboard, having a code of Train, and you are pasting it to Wednesdays, Thursdays, and
Fridays in the following schedule. The From and To dates you have selected are Tuesday the
2nd and Thursday the 11th:
From:
To:
Mon
Tue
Wed
Thu
Fri
Sat
Sun
Mon
Tue
Wed
Thu
Fri
10
11
12
Shift
Shift
Shift
Shift
Shift
Shift
Shift
Shift
Shift
Shift
Work
Work
Work
Work
Work
Work
Work
Work
Work
Work
Break
Break
Break
Break
Break
Break
Break
Break
Break
Break
If you choose to keep existing segments for this date range, the Train segments are added to
the specified days of the week, with the following result:
From:
User Guide
To:
Mon
Tue
Wed
Thu
Fri
Sat
Sun
Mon
Tue
Wed
Thu
Fri
10
11
12
Shift
Shift
Shift
Shift
Shift
Shift
Shift
Shift
Shift
Shift
Work
Work
Work
Work
Work
Work
Work
Work
Work
Work
Break
Break
Break
Break
Break
Break
Break
Break
Break
Break
Train
Train
Train
Train
Train
If you choose to remove segments for the affected dates, all segments for the specified days of
the week (within the selected date range) are replaced by the Train segment:
From:
To:
Mon
Tue
Wed
Thu
Fri
Sat
Sun
Mon
Tue
Wed
Thu
Fri
10
11
12
Shift
Shift
Train
Train
Train
Shift
Shift
Train
Train
Shift
Work
Work
Work
Work
Work
Break
Break
Break
Break
Break
If you choose to remove segments for all dates within the selected date range, all segments
within that range are deleted, and the Train segment is pasted to the specified days of the week:
From:
To:
Mon
Tue
Wed
Thu
Fri
Sat
Sun
Mon
Tue
Wed
Thu
Fri
10
11
12
Train
Train
Train
Train
Train
Shift
Shift
Work
Work
Break
Break
Replacing Segments
You can select one or more detail segments and replace each one with a new detail segment
during a specified period of time. This option, Replace Segments, is available on the Special
menu when you are using Trial Schedule Editor, Official Schedule Editor, or Segment
Worksheet.
For example, you may want an employee to switch to a lower-ranking work segment during a
certain period and then resume the original, higher-ranking work segment. Entering the changes
manually would require that you: (1) edit the original work segment to shorten its duration and
create a hole in the schedule, (2) add a new segment to fill this hole, and (3) add another
segment to resume the original work. By using the Replace Segments option, you can complete
all three steps in a single operation.
Note: You do not need to use this option if you want the employee to switch to a segment that
has a higher rank than the current one. In that case, you can simply add the higherranking segment.
To replace segments:
1. Use Trial Schedule Editor, Official Schedule Editor, or Segment Worksheet to select the
segments to replace.
This operation only affects detail segments.
2. Select Special > Replace Segments. The Replace Segments dialog box appears.
3. Specify the new segment code, and the start and stop times for the segment.
4. To carry out the replacement, click OK.

The new segment is created with the start and stop times you specified, replacing whatever
part of the original segment overlapped that time period.
The result of replacing a particular segment depends on how much of it, and which part of it, falls
within the time period you specify. In practical terms, the replacement operation fills in the
specified time period with the new segment code you specify, eliminates the original segment
during that time period, and leaves unchanged any part of the original segment that fell outside
of that period. In technical terms, the details of which segments are added and which are
changed might not be obvious. The following illustration shows the logic involved, which is
intended to provide an adequate audit trail for official segments.
Figure 12-1 represents various work segments, for different employees (A through E), that you
selected for replacement. These are the original segments (before replacing), color-coded to
reflect their different segment codes. Also shown is the period you are specifying for the
replacement (8:30 to 10:30).
replace
start
stop
8:30
10:30
A
B
C
D
E
08:00
08:30
9:00
9:30
10:00
10:30
11:00
Figure 12-1 Segments Example
User Guide
Figure 12-2 shows the results. The yellow segments correspond to the new segment code you
specified as the replacement; that is, the activity you want the employees to switch to.
replace
start
stop
8:30
10:30
original
B
original
added
original
original
original
08:00
added
added
D
added
added
08:30
9:00
9:30
original
10:00
10:30
11:00
Figure 12-2 Results of Replacing Segments

If you select a general segment, or a detail segment that is completely outside of the
replacement time window, it will be ignored altogether, and no segment will be added.
The replacement operation adds an audit-trail message to the memo field for all segments
involved in the operation, both new and original. The message gives the date and time, followed
by the phrase Replace Segments.
Using the View Options

Schedule Editor provides four main views, or layouts, that you can choose from, depending on
how you want the information displayed. It also has several options (under Settings) that modify
these basic views:
Time:
Switches to the Time view.
Days:
Switches to the Days view.
Week:
Switches to the Week view.
Month:
Switches to the Month view.
Go to Today:
Displays data for the current date.
Go to
Displays data for your tracking date (set using Tools > Options).
Tracking Date:
Specific Date: Opens a dialog box where you can specify the date of the data to display.
Settings:
Displays the Settings dialog box, where you can set several general and
view-specific display parameters.
Perspective
View:
Displays the Resolution dialog box (Employee or Trial Schedule), where

you can see how the segments resolve in each period of the selected
date. This display is similar to the Intra-Day Time Line window.
Sort Order:
Lets you specify the order in which employees or schedules are displayed,
both in the grid and in the navigation list. Selecting this option opens the
Sort Order dialog box (Employee or Trial Schedule). This option is visible
only when you are working with more than one employee or schedule.
You can also change the order manually by dragging and dropping
employees or schedules in the listor by right-clicking and selecting
Employees > Move Up or Move Down.
The Settings Dialog Box

The Settings dialog box opens when you select View > Settings. It has two pages: one for
general settings and the other for view-specific settings.
User Guide
Table 12-3 describes the options in each section of the General page.
Table 12-3 Settings Dialog Box Fields and Options: General Page
Section
Options
Description
Current view
Days view
Week view
Month view
Time view
Select one of these options if you want to switch to a different view,

to be displayed after you click OK. You can also switch views using
the toolbar buttons or options on the View menu.
Date navigator
Location
Lets you select whether to display the windows navigation

(calendar) pane on the left, right, top, or bottom of the window.
Previous and
Next buttons
Lets you show ( ) or hide the Previous and Next (|< and >|) datenavigation buttons that are attached to the column dividers in the
schedule pane. These buttons appear when no reservations are
visible in the display, allowing you to jump to the previous or next
reservation.
Visible
Clear this check box if you want to hide the date navigator.
Wrap text
Selecting this option allows an employee name and ID, or trial

schedule label, to wrap to the next line when column widths are
reduced. When this option is not selected, the information does
not wrap, regardless of column width.
Vertical
Lets you control the orientation of employee names or schedule

labels in the schedule pane. This setting has an effect only when
the names or labels are row headings: that is, in the Time view
andif Group By Date is enabledthe Week and Month views. If
you select Vertical, the names or labels are rotated 90 degrees,
reducing column width.
Per page
Lets you specify how many employees or trial schedules to display

at one time in the schedule pane. To display all employees in the
current selection, select All.
Visible
Clear this check box if you want to hide the list of employees or
schedules. When this option is not selected, you can still navigate
by scrolling the schedule pane.
Days of week
Lets you specify which days of the week are workdays so you can
hide the other days in schedule views (using options on the View
page). Click the drop-down button and clear the check boxes for
the days you want to hide.
Start and Stop
Lets you specify the portion of the day during which employees
work so you can hide the rest of the day in the Days view or Time
view.
Employees or
Trial Schedules
Work time
Note: If you use the Show options on the Views page to hide days of the week or periods of the
day, be careful when copying and pasting. If you paste to a selection of days or periods
containing hidden days or periods, they too receive the pasted information, even though
you cannot see the results.
Table 12-4 describes the options in each section of the Views page.
Table 12-4 Settings Dialog Box Fields and Options: Views Page
Section
Options
Description
Days view
Resolution
Lets you change the size of intervals in the time line. Click the
drop-down list and select the number of minutes per time
interval: 60, 30, 20, 15, 10, or 5. If a segment starts or stops
within the specified interval, its box expands to fill the time
difference. However, the blue border on the left side of the box
shows the actual times graphically.
Time ruler minutes
When selected ( ), displays a label for each sub-hourly time

interval. For example, if the time resolution is 15 minutes, the
minor tick marks are labeled 15, 30, and 45. When this option
is disabled, only the hourly tick marks have labels.
Group by date
When selected, groups the information in the schedule pane by

date, rather than by employee. Whichever field you group by
serves as the topmost column heading.
Show work time only
When selected, hides all periods of the day that are outside the
time range you have designated as work time (on the General
page).
Always show time
When selected, shows each segments start and stop time,

even where they would otherwise be hidden. (Regardless of
this setting, start times and stop times are always displayed if
Time As Clock is enabled.)
Single column
When selected, displays all days of the week in one column per
employee. When you clear this box, the days are divided into
two columns per employee/schedule. This option has no effect
if you select Group By Date.
Group by date

Time as clock
Displays segment start times and stop times using clock icons
instead of text. The color of each clock is either light gold (day)
or dark blue (night) to indicate A.M. or P.M.
Compress weekends
Displays Saturday and Sunday together in the space normally

occupied by one day.
Show workdays only
When selected, hides days of the week that you have not
designated as workdays (on the General page).
Week view
User Guide
Table 12-4 Settings Dialog Box Fields and Options: Views Page (continued)
Section
Options
Description (continued)
Month view
Group by date

Time as clock
Compress weekends
Displays Saturday and Sunday together in the space normally

occupied by one day.
Show workdays only
Resolution
Lets you change the size of intervals in the time line. Click the
drop-down list and select the number of minutes per time
interval: 60, 30, 20, 15, 10, or 5.
Hour spacing
Lets you set the width of each hour on the ruler. When the Hour
Spacing dialog appears, enter the width of an hour in display
pixels.
Show work time only
When selected, hides all periods of the day that are outside the
time range you have designated as work time (on the General
page).
Show workdays only
Snap to time interval
When selected, positions all events as if they started and

stopped at the beginning and end of a period, even if some
events start or stop at other times. If a segment starts or stops
within the specified interval, its box is expanded to fill the time
difference.
Time as clock
Detail information
When selected, displays (wraps) segment information that

would otherwise be hidden because of limited column width.
Time view
Time View
This layout is a horizontal time line showing the intra-day periods for each employee/schedule.
Date 1
... Date x
12:00 am
12:30 am
... 11:55 pm
... 12:00 am
12:30 am
... 11:55 pm
Employee A
segments
segments
... segments
... segments
segments
... segments
Employee B
segments
segments
... segments
... segments
segments
... segments
Employee C
segments
segments
... segments
... segments
segments
... segments
Days View
This layout is a vertical time line showing the intra-day periods for each employee/schedule on
one or more dates. You can select more than one date at a time in the navigator to show those
dates side by side.
When Group By Date is disabled, the layout is:
Employee A
Employee B
Employee C
Date 1
...
Date x
Date 1
...
Date x
Date 1
...
Date x
12:00 am
segments
...
segments
segments
...
segments
segments
...
segments
12:30 am
segments
...
segments
segments
...
segments
segments
...
segments
...
...
...
...
...
...
...
...
...
...
11:55 pm
segments
...
segments
segments
...
segments
segments
...
segments
When Group By Date is enabled, the layout is:

Date 1
...
Date x
Employee A
Employee B
Employee C
...
Employee A
Employee B
Employee C
12:00 am
segments
segments
segments
...
segments
segments
segments
12:30 am
segments
segments
segments
...
segments
segments
segments
...
...
...
...
...
...
...
...
11:55 pm
segments
segments
segments
...
segments
segments
segments
Week View
This layout shows each employees or schedules segments on each day of a selected week.
Employee A
Employee B
Employee C
Day 1
segments
segments
segments
Day 2
segments
segments
segments
...
segments
segments
segments
Day 7
segments
segments
segments
Day 1
Day 2
... Day 7
Employee A
segments
segments
... segments
Employee B
segments
segments
... segments
Employee C
segments
segments
... segments
User Guide
Month View
This layout shows each employees or schedules segments on each day, arranged as a
monthly calendar.
Employee A
Employee B
...
Day 1
Day 3
...
Day 7
Day 1
Day 2
...
Day 7
...
week 1
segments
segments
...
segments
segments
segments
...
segments
...
week 2
segments
segments
...
segments
segments
segments
...
segments
...
week 3
segments
segments
...
segments
segments
segments
...
segments
...
week 4
segments
segments
...
segments
segments
segments
...
segments
...
...
...
...
...
...
...
...
...
...
...
Employee A
Employee B
Employee C
Day 1
Day 2
...
Day 7
week 1
segments
segments
...
segments
week 2
segments
segments
...
segments
week 3
segments
segments
...
segments
week 4
segments
segments
...
segments
week 1
segments
segments
...
segments
week 2
segments
segments
...
segments
week 3
segments
segments
...
segments
week 4
segments
segments
...
segments
week 1
segments
segments
...
segments
week 2
segments
segments
...
segments
week 3
segments
segments
...
segments
week 4
segments
segments
...
segments
Viewing Segment Memos

When viewing segments using Trial Schedule Editor or Official Schedule Editor, you can view a
segments memo without having to open it for editing.
The visibility of the memo depends on which view you have selected and your current view
settings. Regardless of the view, you can always view a segments memo text by moving your
mouse cursor over the segment to display its pop-up details.
In the Week and Month views, a small page icon (
segment has a memo. For example:
3:00pm
) appears to the left of the segment code if a
CustServ - Customer service
Editing Displayed Official Schedule Information
In the Day view, the memo text is displayed below the first line of the segment information.
However, the duration of the segment must be at least two periods, based on the current time
resolution, for the text to be visible (though you can still view it using your mouse).
In the Time view, there is no memo icon, but you can use the View > Settings option to display
the memo text below the other information: On the Views page of the Settings dialog box, select
Detail Information in the Time View section.
Using Schedule Editor to Create a New Segment Package

You can use Schedule Editor to create a new segment package by copying its contents from
actual segments, either trial or official.
To create a segment package:
1. Open the Schedule Editor form for the trial schedule or employee whose segments you want
to use.
2. Select the segments you want to copy from.
Their start times are not important, because you will be able to edit them (as offset times) in
the new package.
3. Select Special > Create Segment Package. The Segment Package form appears.
The Segments page contains copies of the segments you selected. The offset times are
based on the original start times, relative to the start time of the earliest segment you
selected.
4. Edit the package contents, assign a name to the new package, and
save it.
After saving the package, you can edit it or delete it using the Segment Package Definitions
module.
Editing Displayed Official Schedule Information

When viewing official schedule information in Schedule Summary or Intra-Day Time Line, you
can select one or more rows and use Official Schedule Editor or Segment Worksheet to edit
those segments. Right-click your selection and select the appropriate pop-up menu option.
User Guide
Figure 12-3 illustrates the available options: Official Schedule Editor and Official Segment
Worksheet. These are on the Special menu as well as the pop-up menu.
Official
Segment Worksheet
Official
Schedule Editor
Official
Schedule Editor
segments
segments
Employees
States
selected rows
selected rows
Intra-Day Time Line
Schedule Summary
Figure 12-3 Options for Editing Displayed Official Schedules
Using General Segments

By entering a segment as a general segment, you can record an employees full-day absence,
or any other activity that should replace or coincide with whatever the employee is already
scheduled to be doing that day. A general segment, though associated with a specific nominal
date, has no start time or stop time of its own. It is automatically in effect whenever the
employee has another segment that was entered in the usual way (known as a detail segment)
for that same nominal date.
Any segment can be entered as a general segment, but typically you select a high-ranking
segment code so it overrides the employees other segments for that day. You can easily record
a vacation day or a sick day, because you do not need to know exactly when the employee is
scheduled to work.
You can enter a general segment even if there are no detail segments for that date, but it will not
be counted in tallies until you enter a detail segment. This makes it possible to record vacation
days and other planned leave well in advance, even before you know what the employees
schedule will be.
Using Segment Worksheet
In Figure 12-4, the segment SICKP is entered as a general segment to record the employees
paid absence.
SICKP (paid absence entered as general segment)
BREAK
MEETNG
CALLS
time
10:00
11:00
12:00
13:00
14:00
15:00
16:00
17:00
18:00
Figure 12-4 General Segment Example 1

When the employees time is tallied, the SICKP segment will automatically be in effect wherever
there is a detail segment, as shown in Figure 12-5.
SICKP
SICKP
BREAK
MEETNG
CALLS
time
10:00
11:00
12:00
13:00
14:00
15:00
16:00
17:00
18:00
Figure 12-5 General Segment Example 2

Using a Segment Worksheet form, you can retrieve a list of segments for any number of
employees, make changes, deletions, and additions to this list, and save or cancel all of your
entries at once. You can open Segment Worksheet directly (Official Segment Worksheet
module) or from within another tracking module.
Segment Worksheet is especially useful when you need to make a large number of entries
(many segments or many employees), because:
User Guide
You can add, delete, edit, replace, or adjust multiple segments for multiple employees in one
operation, and you can inspect the results before saving them to your database.
You do not have to wait for an entry to be saved before making another one.
You can take advantage of special features for reducing the number of keystrokes in data
entry.
Segment Worksheet can optimize breaks in official schedules, and generate meetings and
project segments to your specifications, with the option to inspect the results before saving.
Segment Worksheet advanced filter options give you precise control over which segments to
retrieve from the database. And you can save filter settings and load them at will using the
Memorize feature.
Retrieving existing segments is optional. You might only want to add new segments, or there
might already be segments retrieved from a selection you made in another window.
After you add, change, or delete a segment in the worksheet, its Action column displays one of
the following:
Add, for segments you added in the worksheet
Change, for segments you retrieved from the database and edited
Delete, for segments you retrieved from the database and deleted
These actions are carried out only when you save the form.
About the Times Column Band

The worksheets grid displays columns identifying each segment and its assigned employee. In
addition, the columns under Times provide the following information about each detail segment:
Nominal Date
The nominal date associated with the segment.
Day of Week
The day of the week on which the segments nominal date falls.
Start and Stop:
The moment at which the segment begins or ends. Although only the time of
day is displayed, this value is actually the date and time of day. If this
moment is not on the segment's nominal date, it is displayed in italics.
Start Time of Day & The time of day at which the segment begins or ends. Because these times
Stop Time of Day: of day are not tied to a specific date, they are useful fields by which to sort
or group similar schedules for different dates. If the start- or stop time of day
does not occur not on the segment's nominal date, it is displayed in italics.
Duration:
The length of the segment, in hours and minutes.
Data Entry in Segment Worksheet

The Segment Worksheet form is designed to streamline sequential data entry by reducing the
number of keystrokes required.
The mechanics of adding and editing are slightly different from what you do in other modules:
The windows used for adding and editing segments are conventional dialog boxes, not
forms. You must close a dialog box before you can perform another task.
When you select the Add option and you complete an entry, the dialog box does not close; it
clears itself so you can immediately add another segment, or segments. To close it, click
Cancel.
To add several similar segments that you need to add sequentially, you can save time by
limiting the number of fields that need to be filled in.
To limit the number of fields that need to be entered, you designate only certain fields as tab
stops, especially those fields that will be different for each entry. When you press the TAB key
(or SHIFT+TAB), the cursor skips any fields that are not tab stops. For those fields, the value
you use for a given entry is used as the default value for the next entry. Segment Worksheet
remembers your tab stop settings until you close it.
To configure tab stops:
1. From the Segment Worksheet form, select Edit > Add, or right-click the worksheet and
select Add. The Add Segments dialog box appears.
2. Enter the information for the first segment, and click the Configure Tab Stops button. The
Configure Tabs Stops dialog box appears.
3. Clear the fields that you do not want to appear, select the fields that you do want, and click
OK.
Your tab stops should be the fields that will change most often from entry to entry.
4. Click OK to add the segments to the list.
When the dialog box refreshes itself, fields that are not tab stops have the default values
from the previous entry.
You can also right-click the Add Segments dialog box and configure tab stops.
You can configure a different set of tab stops for the Edit Segment dialog box. Segment
Worksheet remembers both sets of tab stops until you close it.
Editing Multiple Segments in One Operation

Using Segment Worksheet, you can select any number of segments and apply the same
changes to all of them in one operation.
You can do any of the following:
Assign the same employee to all segments
Set all segments to the same nominal date
Set all segments to the same segment code
Enter the same memo for all segments
Change the start time, stop time, or duration, and apply that change to all of the selected
segments
Any information that you do not select remains as it was for each segment.
To edit multiple segments:
1. Open a Segment Worksheet and retrieve the segments to change.
2. Multiselect the segments in the worksheet and select Edit > Edit Multiple Segments. The
Edit Segments dialog box appears.
3. Select the fields to change, and specify the new information for each of them.
User Guide
To change the assigned employee, nominal date, segment code, or memo, use the
General page.
To change the segment start and stop time, or duration, use the Times page.
4. Apply your changes and return to the worksheet by clicking OK.

5. After applying your changes, verify your changes.
6. Save your changes.
Optimizing Breaks
Using the Segment Worksheet break optimizer, you can automatically change break start times
(or other segment start times) for selected employees to more closely match scheduled staff to
required staff, in each period of the day. This process compares the net staff for different periods
in a selected intra-day performance forecast. By moving break times, the process tries to
balance net staff across those periods.
You select the staff group (to identify the intra-day performance forecast), the employees, the
target time period, and the window rule that applies. The optimizer moves the target breaks,
within the constraints you set, and stores the changed segments in Segment Worksheet until
you save them or cancel.
Constraints include:
The applicable window rule
A minimum interbreak interval
The ability to filter out cross-midnight shifts for nominal dates not selected for optimization
To optimize breaks in official schedules:

1. Create the intra-day performance forecasts for the target staff group and time period.
In the navigation bar, select Tracking > Official Segment Worksheet.
Select File > Open > Official Segment Worksheet.
You do not need to retrieve segments for break optimization. Make sure that the official
segments for this staff group are as up to date as possible (for example, all absences have
been recorded).
3. Clear the worksheet, if necessary, and select Special > Optimize Breaks. The Break
Optimizer dialog box opens.
4. Enter information and click OK to run the optimization. When the process has finished, the
Break Optimizer Results window opens, where you can view details about the run.
You can use the Memorize feature on the General page of the dialog box to save or load runtime settings. This is especially useful when you routinely optimize breaks for several staff
groups or employee selections having their own requirements.
5. Examine the changed break segments that the optimizer added to the worksheet and save
them, when ready.
You can work with these segments as if you had changed them manually.
Generating Meetings
Using Segment Worksheets meeting optimizer, you can automatically schedule meetings for
selected employees during selected time periods. This process examines the net staff for each
period in a selected intra-day performance forecast. It creates official segments for meetings
wherever net staff can be reduced to a minimum level.
You specify the type and duration of the meetings, the staff group from which employees will be
drawn, the employees who should attend, and the target shifts and time periods. You can also
set restrictions on the size and number of meetings, and on their placement in a shift.
After generating the meeting segments, the optimizer displays them in Segment Worksheet form
until you save them or cancel.
To generate meetings:
1. Create the intra-day performance forecasts for the target staff group and time periods.
You do not need to retrieve segments to generate meetings. Make sure that the official
segments for this staff group are as up to date as possible (for example, all absences have
been recorded).
3. Clear the worksheet, if necessary, and select Special > Generate Meetings. The Meeting
4. Enter the required information and set the appropriate options on the General, Select,
Time Ranges, and Options pages.
You can use the Memorize feature on the General page of the dialog box to save or load runtime settings. This is especially useful when you need to generate routine (similar) meetings
periodically with new start times to accommodate changing work schedules.
5. Click OK to close the dialog box and generate meetings. When the process has finished, the
Meeting Optimizer Results window opens, where you can view details about the run
6. Examine the segments that the optimizer added to the worksheet and save them when
ready.
You can work with these segments as if you had added them manually.
Generating Project Segments

Using Segment Worksheets project optimizer, you can automatically generate project segments
for selected employees during selected time periods. This process examines the net staff for
each period in a selected intra-day performance forecast. It creates official segments for project
work wherever net staff can be reduced to a minimum level.
You specify the code and duration for each project segment, the staff group from which
employees will be drawn, the employees who should attend, and the target shifts and time
periods. You can also set restrictions on the number of segments per employee, their placement
in a shift, and the total amount of project work to assign.
User Guide
After generating the project segments, the optimizer displays them in a Segment Worksheet
form until you save them or cancel.
To generate project segments:
1. Create the intra-day performance forecasts for the target staff group and time periods.
You do not need to retrieve segments to generate project segments. Make sure that the
official segments for this staff group are as up to date as possible (for example, all absences
have been recorded).
3. Clear the worksheet, if necessary, and select Special > Generate Projects. The Project
4. Enter the required information and set the appropriate options on the General, Select,
Time Ranges, and Options pages.
You can use the Memorize feature on the General page of the dialog box to save or load runtime settings. This is especially useful when you need to generate routine (similar) projects
periodically with new start times to accommodate changing work schedules.
5. Click OK to close the dialog box and generate projects. When the process has finished, the
Project Optimizer Results window opens, where you can view details about the run
6. Examine the new segments that the optimizer added to the worksheet and save them, when
ready.
You can work with these segments as if you had added them manually.

You can use a process available in Segment Worksheet to automatically modify a selection of
existing work schedules so that they include more than one type of work segment (as many as
eight) on the same nominal date. This requires some setup tasks to define staffing goals, rules
governing the allowed properties of schedules, and instructions about the order of processing.
In addition to the official segments to be optimized, the following entities are required:
Requirements sets for the staff groups involved.
Schedule profiles: Each work assignment rule you define in will be associated with a
schedule profile.
Work assignment templates: Each work assignment rule you define will reference at least
one work assignment template.
Employee supergroups (if you want to use employee groups as a means of considering
different work assignment rules for different types of employees).
Work assignment rule sets: When you run the work optimization process, you select a rule
set.
For instructions on completing these tasks, see Optimizing Intra-day Work Assignments on page
10-15. That section is about optimizing trial schedules, but the procedures are mostly the same
as for official schedules.
Running the Work Assignments Optimizer

To run work assignment optimization for official schedules:
1. Access the Official Segment Worksheet module (Tracking > Official Segment Worksheet in
the navigation pane). The Official Segment Worksheet view opens.
2. Select Optimize Work Assignments and click the Open button. This opens the Work
Assignments Optimizer dialog box, where you can set up and start the work assignments
optimization process (more information follows this procedure).
3. When you are ready to begin the optimization run, click OK. When the run ends, the
worksheet opens and the Work Assignment Results window opens.
4. Evaluate the results of the run and make any needed changes in the worksheet. The Work
Assignment Results window is the same as that for trial schedules (see page 10-23 for
details), except that it has an Employee Detail page instead of Trial Schedule Detail.
The Work Assignment Results window stays open until you close it. If needed, you can save
the contents of a grid by right-clicking it and selecting Export.
5. When you are satisfied with the schedule changes, save the worksheet.
The Work Assignments Optimizer dialog box for official schedules is similar to that for trial
schedules; it has the same tabs:
General
Select
Requirements
The main differences between the two windows are on the Select page. For official segments,
you select the employees whose schedules are to optimized, as opposed to a trial schedule set
(or subset).
When you click the Select button on this page, the common Employee Selector dialog box
opens, where you can select employees individually, by filtering, or a combination of both.
By default, employees are processed in the same order as they are listed in the Selected list on
the Employee Selector dialog box. You can manually reorder employees in that list. Or you can
specify a scheme for ordering employees based on their properties. To this, select Reorder
employees and click the Order button, which opens the common Sort Employees dialog box.
Another difference between the two windows is that on the General page for official segments,
you can enter a memo that the optimizer will attach to all work segments that it creates. A good
example would be: Segment created by work assignment optimization.
The Requirements page is the same for both official and trial schedules.
User Guide
Using Memorized Settings for Segment Optimizers

To reduce setup time in optimizing schedules, you can save your current run-time settings so
you will be able to reuse them easily in future runs. As with reports, the settings you save for a
particular optimizer are called a memorization.
The Memorize options are located on the General page of the dialog box, but memorized
settings include all of the other pages as well (not just general settings). Each segment optimizer
has its own set of memorizations, available from that dialog box. For more information about the
Memorize options, see Memorize Options on page 2-32.
Segment Optimization for a Multiskill Routing Set

The complexity of calculating required staff for staff groups in a multiskill routing set has special
implications for the segment optimization processes. These optimizers modify official schedules
to improve their efficiency.
All of the optimizersMeeting Optimizer, Project Optimizer, Break Optimizer, and Work
Assignment Optimizeroperate on the schedules for a selected staff group and use period-byperiod net staff statistics to determine where changes can be made.
When the staff group is part of a multiskill routing set, the results of optimization can sometimes
be surprising, or even appear to be wrong in some periods. The required staff calculations for
staff groups in a multiskill routing set are interdependent, and are affected by the number of
scheduled staff in each period. Any schedule change that the optimizer makes can change the
staffing requirements, and the net staff statistics, for all of the related staff groups.
These new statistics will be displayed when you next view the intra-day performance detail and
select the Calculate Skill-Based Statistics option. It might appear as if Meeting Optimizer or
Project Optimizer has violated your original minimum-net-staff constraints for a particular period,
or that Break Optimizer has moved breaks inefficiently. Remember, there can be many solutions
to the problem of scheduling meetings or projects, and this is the one Aspect Workforce
Management has determined is the best.
Aspect does not recommend using Break Optimizer for trial schedules when the staff group is
part of a multiskill routing set. That version of Break Optimizer does not allow a multiskill staffing
forecast to be used as input (because the assumed number of schedules on which the forecast
requirements were based might not be the same).
Using Segment Window Rules to Adjust Traded Schedules

Schedule trades, even if they pass all trade rules, can result in official schedules having various
flaws that need to be corrected. Break and lunch segments in particular can be problematic:
there can be too many or too few of them, or they can be at the wrong times or durations relative
to the other segments in a schedule.
There are two methods you can use to make the necessary corrections, both of which rely on a
segment window-rule set you have created for this purpose:
Define one or more trade segment window rules, which are applied to traded schedules
during the trade evaluation process.
Use the Adjust Using Segment Window Rules option of Official Segment Worksheet to make
the corrections, after the traded schedules have already been saved as official.
Viewing Official Schedule Information
Relying on trade segment window rules is the more automated method, and it also has the
advantage of preventing flawed schedules from being visible as official until you make the
adjustments. However, the worksheet method gives you visibility into the adjustment results
before they are saved, and it is useful for testing a segment window-rule set before applying it to
schedule trades. The worksheet also provides the Merge and Trim options, which are useful in
making quick adjustments to traded schedules.
The Segment Adjustment Process

The adjustment process identifies the selected segments that are designated as anchor
segments in the window-rule set. It considers the other selected segments in relation to those
anchor segments and adjusts them to satisfy the rules.
When the process identifies an anchor segment:
1. All segments occurring completely within the anchor segments start and stop moments are
tied to this anchor segment (they will not be considered for any other anchor segment).
2. The selected segments that are tied to the anchor segment are compared to the precluded
segment codes you have defined for the anchor segment in the segment window rule. Each
precluded segment is moved or deleted based on the action you have configured for it.
3. The remaining segments that are tied to the anchor segment are compared to the target
segment codes you have defined for the anchor segment in the window rule:
If a target segment is not found in the selection, a new one is created (if possible, within a
time span where the schedule resolves to a work state).
If a target segment is already present but does not have an allowable duration or
scheduled time, it is deleted.
If there is more than one allowable target segment having the same code, all but one of
them are deleted.
The evaluation order of the segment window rules follows that of the tree structure you have
defined in the segment window-rule set.
Viewing Official Schedule Information

You can view official schedule information using the Schedule Summary module and the IntraDay Time Line module.
Using Schedule Summary

The Schedule Summary module displays summaries of the official segments for the employees
and dates you select. Each summary shows the start time of the employees earliest segment,
and the stop time of the employees latest segment, for that nominal date. It also shows the code
for the employees highest-ranking work segment. If the employee has a general segment, such
as an absence, its code also appears.
To use Schedule Summary:
1. Select File > Open or select Tracking > Schedule Summary in the navigation pane.
User Guide
2. When the Schedule Summary view appears, change the nominal date range and the
current employee filter if necessary.
3. Click OK to display the Schedule Summary window.
From the Schedule Summary window, you can again can filter the list of schedule summaries by
employee and by nominal date.
If you want to view the segment detail itself, you can double-click a summary to open Official
Schedule Editor for that employee. You can also select several summaries at once and retrieve
them to a new Segment Worksheet form.
Using Intra-Day Time Line

The Intra-Day Time Line module gives you a graphical view of each state that selected
employees are in throughout the day, as well as tallies of how many staff are in each state
during each period. It is especially useful for quickly finding out how your staffs time is
distributed among various activities, and identifying areas where better efficiency could be
achieved by reassigning employees to other tasks.
You select the perspective, and Intra-Day Time Line represents the associated states using the
icons assigned to them. You also select the resolution, or size of the reporting interval, in
minutes.
When you open this module, you first see a dialog box for selecting the date and employee filter
settings; you can accept the default values by clicking OK. You can return there at any time
while Intra-Day Time Line is still open by selecting View > Filter.
There are two time lines that are based on the same information:
EmployeesTo see which state each employee is in during each period
StatesTo see tallies of how many employees are in each state during each period
You can select either time line tab on the Intra-Day Time Line window. Menu options enable you
to edit segments for selected employees.
To use Intra-Day Time Line:
In the navigation bar, select Tracking > Intra-Day Time Line.
Select File > Open > Intra-Day Time Line.
The Intra-Day Time Line view appears.

2. Change the selection of employees and the date as needed. You can either filter
employees or select individual employees.
3. Click Open to open the Intra-Day Time Line window.
4. Use View > Perspective to select the perspective you are interested in and View >
Resolution to select the size of the reporting interval.
Clicking the Employees or States tab changes how the state information is presented.
On the Intra-Day Time Line window, you can use the View > Filter option to change the selection
of employees and the date.
Managing Segment Requests
Managing Segment Requests

Before saving any change you make to an official schedule, the Aspect Workforce Management
Updater process tests it against your segment entry rules. While this system prevents invalid
relationships between different segments, it does not determine whether or not a particular
change is worthwhile from a business standpoint. Although some changes might be clearly
worthwhile (for example, adding shifts when you are understaffed), changes that originate from
employee requests are often in conflict with staffing needs or work policies. To help you
automate the approval process for time off and other official schedule changes, Aspect
Workforce Management provides a comprehensive request management system.
The standard request management features are practical for planning and approving vacations
and similar time off, especially when such requests are made weeks or months in advance.
Users who receive a large number of requests, or who want to automate other kinds of requests,
typically need the eSchedule Planner feature, which is part of the Aspect Workforce
Management Empower enhancement package.
The Checker Process

The automatic Checker process is the core of request management. It evaluates and handles
each segment request according to your own business rules and policies. Checker looks at
each request and tests it against each rule that applies (based on the filters you established for
that rule).
If a request fails a particular test, Checker either fails it altogether or puts it on a waiting list,
depending on the type of rule and how you set it up. If a request passes all tests, Checker
immediately sends it to Updater to be validated and saved as official segments.
Using the Checker Rules configuration modules, you can customize Checker functions to suit
your needs, selecting from several different rule types, and fine-tuning each rule to achieve the
results you want. Before creating group allowance or personal account rules, you need to use
the Accounts Manager advanced tracking modules to set up the accounts.
Entering and Viewing Requests

Entering requests is similar to the usual methods for entering official segment information, and it
involves the same modules. If you use eSchedule Planner, your employees can enter and track
their own requests.
You can use the Request Manager module to view the current status of any request, change the
status of any open request, and view statistics about the processing of requests. Request
Manager uses a tree to display segment requests in various categories.
You can also get reports on segment requests using the Request Management Reports module.
User Guide
Request Management Information Flow

Figure 12-6 shows the flow of information in request management.
enter requests
Checker
queue
rules
waiting
list
wait
recheck
decision-support data
Checker
pass or fail scorecard cell

fail
fail
deferred
requests
failed
requests
pass
(or n/a)
defer
official
segments
view/change
status of
requests
save
pass
Updater
Figure 12-6 Request Management Information Flow

The parts of this diagram are described as follows:
Enter requests:
You can enter segment requests using Official Schedule Editor or Official
Segment Worksheet. The mechanics are the same as with the usual
methods for entering official segment information, but the entries are
saved in request mode and are not official.
eSchedule Planner users (agents and supervisors) can also enter
segment requests.
Special >
Request Mode:
Determines whether additions, changes, and deletions are saved

normally (as official segments), or only as a request. When this option is
checked, selecting File > Save submits all unsaved entries for each
employee as a single request. This button has a pressed-in appearance
when request mode is on.
Note: To display the Request Mode button, you must enable SegRqsChk
= True using the System Parameters module.
Request Management and eSchedule Planner
Checker:
The Checker process looks at each segment request and tests it against
each rule that applies (based on the filters you established for that rule).
If a request fails a particular test, Checker either fails it altogether or puts
it on a waiting list, depending on the type of rule and how you set it up.
Checker queue:
If Checker is busy, each new segment request waits in a queue until

Checker is ready for it. Using Request Manager, you can view a request
that is still in the queue, and you can even approve or deny the request
(or parts of it) manually.
Rules:
Use the Checker Rules configuration modules to create the rules you
want Checker to enforce. You can select from several different rule types
and fine-tune each rule to get the results you want.
Decision-support
data:
For most types of rules, Checker relies on information in your database

to make decisions. This information can include:
Group allowance account balances
Personal account balances
Segment window rules
Employee skills
Official segments
Intra-day performance information, especially net staff
Staffing tolerances
Current waiting lists
Waiting list:
This option eliminates the need to reenter requests that cannot be

approved now, but might be approved if circumstances change; for
example, if someone deletes a vacation segment, or if additional group
allowances become available on the date in question. Each waiting list
holds the segment requests for a particular nominal date that have not
passed the rule to which the waiting list applies.
Failed requests:
A failed request does not disappear: you can view its scorecard using
Request Manager or Request Viewer.
Deferred
requests:
A deferred request remains in the Defer status until someone executes a

request bid (using eSchedule Planner) that releases it back to Checker.
Note: Deferred requests do not count against applicable personal and
group accounts.
View/change
status of
requests:
Using Request Manager, you can view the current status of any request
and change the status of any open request. For example, if the Checker
queue is large, you might want to pass or fail some individual requests
yourself.
You can also get reports on segment requests using the Reports
Modules.
Request Management and eSchedule Planner

While many users can benefit from the efficiency that eSchedule Planner provides, you do not
need eSchedule Planner in order to use request management. eSchedule Planner is an
User Guide
enhancement that enables employees to enter and track their own requests. The core functions
(setup, account maintenance, automatic request checking, and so on) are the same, with or
without eSchedule Planner.
For practical reasons, most users who receive a large number of vacation requests, or who want
to automate other types of requests (especially those made on short notice), need to use
eSchedule Planner. This enhanced feature distributes the increased data entry among the
agents themselves, automates communications with (and among) agents, and makes it
practical to manage requests for extra work time, schedule adjustments, and schedule trades.
About eSchedule Planner

eSchedule Planner is a component of Aspect Workforce Management Empower that enables
agents and supervisors to view schedule information, enter schedule preferences, check time
balances, enter and monitor requests for schedule changes and trades, and more.
eSchedule Planner runs on a web server. It is accessible through any workstation on which the
required web browser is present. eSchedule Planner provides additional features such as shift
bidding, request bidding, and the ability to view Agent Productivity information (if you also use
the Aspect Workforce Management Perform enhancement package).
Note: There are additional setup tasks for eSchedule Planner. For information, see the Aspect
Workforce Management Empower System Administrator Guide.
Creating Checker Rules

To use the request management feature, you use the Checker Rules configuration modules to
create one or more rules for the Checker process to use in automatically approving or denying
segment requests. Each rule specifies the conditions that must be met for approval, in addition
to the selection criteria that determine which requests will be checked against that rule.
There are several types of rules you can create for different purposes, and you can create as
many rules of each type, as needed. Aspect Workforce Management divides these rule types
into two broad categories: Request Rules and Personal Account Rules (of which there is only
one type). Although Checker handles both categories, they differ in their structure and in how
they are enforced. For example, a request that fails a personal account rule cannot be placed on
a waiting list.
To create Checker rules:
In the navigation bar, select:

Configuration > Automatic Processes > Checker Rules > Request Rules or
Configuration > Automatic Processes > Checker Rules > Personal Account Rules

File > Open > Request Rules or
File > Open > Personal Account Rules
The Personal Account Rules module covers only the personal account rule type; the other
types are covered by Request Rules.
2. In the view pane, you can can double-click a rule to edit it. Right-clicking displays the pop-up
menu for adding, editing, and deleting rules. You define each rule using either the Request
Rule form or the Personal Account Rule form, depending on which module you are using.
Most of the information in the Request Rules grid grid corresponds with settings and data
entered on the Request Rule form. The grid contains several bands, some of which have subbands. An empty cell in the grid means either that the data has not entered or that the column
does not apply to that rule type. Because of the large number of columns available for display,
most users rely on filtering columns or entire bands (such as rule-specific bands) that are not
needed at present.
Available Rule Types for Checking Segment Requests

Using the Checker Rules configuration modules (Request Rules and Personal Account Rules),
you can customize Checker functions to suit your needs, selecting from several different rule
types and fine-tuning each rule to get the results you want. You can create as many rules of
each type as needed. In practice, the types of rules you use depend on your policies and
whether or not you are using eSchedule Planner.
If you are not using eSchedule Planner, the following rule types are most useful. These rule
types are sufficient for approving vacations and similar time off, especially when the requests
are made weeks or months in advance:
Group allowance
Personal account
Before creating these rules, use the Accounts Manager advanced tracking modules to set up
the group allowance accounts and personal accounts.
If you are using eSchedule Planner, you may need to use some, or all, of the following rule
types:
Intra-day performance
Skill
Continuity
Segment window-rule
Past-time
Request date window
Auto-fail
Defer
For all rule types other than personal account and defer, you can specify that requests that do
not pass for all dates be placed on a waiting list, rather than being denied altogether. This is
useful mainly for group allowance rules, which apply to requests that directly compete with each
other for allowances. You can also use waiting lists to hold requests that you want to approve or
deny manually (by creating an auto-fail rule with waiting lists enabled).
User Guide
Table 12-5 explains the purpose of each of the rule types.

Table 12-5 Rule Types and Descriptions
Rule Type
Description
Group allowance check
Verifies that the request will not overdraw the applicable group
allowance balance for the requested nominal date. The employee
supergroup to which the employee belongs determines which group
allowance account is applicable. Because the employees in a
supergroup compete for the same allowances on specific dates, it
usually makes sense to enable waiting lists for your group allowance
rules.
Intra-day performance check
Uses current intra-day performance information to verify that the

request will not cause the resulting staff for any staff group to fall
outside of the staffing tolerances you set for the periods covered by
the request.
You can specify that only a certain percentage of those periods must
pass this test in order for the entire request to pass. You can also
specify whether or not Checker should consider the available hours
of the staff groups that would be affected by the change.
Checker determines which staff groups are affected based on a
resolution of work states in the employees schedule. When
configuring each staff group, you can select the specific IDP column
that you want to use as net staff for this purpose.
Skill check
Verifies that the employee has a particular skill association for the
nominal date requested and that the priority number for that skill
association is within the range you specified.
Continuity check
Verifies that the request will not result in any interruption to a

specified superstate during the periods covered by the request. For
example, you might want to create a continuity rule to prohibit
employees from changing their schedules to split shifts.
Segment window-rule check
Verifies that the segments resulting from a request will not violate any
rule in a specified segment window-rule set. For example, you can
prohibit a full-day shift from being reduced to a half-day shift unless
the request also includes deleting the lunch and afternoon break.
Past-time check
Verifies that the request does not affect a specified superstate for any
period earlier than the current system time (as of when the request
gets checked). This check is useful for denying requests for the
current day that are already too late (since at least some of the
covered periods have already occurred). You typically set its daterange filter to match the current system date and the day after (for
trapping cross-midnight segments).
Request-date-window check
Enforces limits, minimum or maximum, on the number of days

allowed in a single request. You can set limits on:
the number of calendar days the request spans
the number of affected dates in a request (nominal dates for

which a segment would be added, changed, or deleted)
You can also prohibit requests that start on certain days of the week.
(The start of a request is its first affected date.)
Table 12-5 Rule Types and Descriptions (continued)

Rule Type
Description
Auto-fail check
Automatically fails the request, or puts it on a waiting list for the

requested nominal date. This feature can be useful in any number of
ways:
Personal account check
You can create an auto-fail rule to deny requests for dates that
have already passed, thereby preventing the creation of
erroneous official segments.
You can create auto-fail rules for specific dates on which all
employees (or those in a specific employee supergroup) are
required to be on duty, automatically denying any requests for
time off on those dates.
You can create an auto-fail rule for segment requests that you
want to approve or deny manually (using Request Manager) by
enabling the waiting list feature for that rule.
Verifies that the request will not overdraw the employees balance for
the selected personal account. For each rule, you can select the
logical dates for which the employees personal account balance will
be calculated. In most cases, it is best to specify that the balance be
checked for both the date requested and for the end of the
accounting period. If the balance will be insufficient on either date, the
request will be denied. You can also check that the employees
balance never falls short of the minimum from the request date
through the remainder of the period.
Use the Personal Accounts module to maintain the necessary
personal accounts. These can include accounts for time off, overtime,
special work activities, and minimum and maximum paid hours (for
checking schedule changes and trades).
Defer check
Verifies that the request should be deferred for later processing. A

deferred request remains in the Defer status until someone executes
a request bid that releases it back to Checker.
Using Bypass Rules

For most rule types, including the personal account type, you can create bypass rules. If a
bypass rule fails evaluation, Checker does not evaluate any other rules or dates that apply to
that segment request (including other bypass rules); instead, it fails the entire request.
The benefit of a bypass rule is that it can reduce the load on the Checker service, improving
performance. The drawback is that, if a request fails the rule, there are no scorecard entries for
the rules that would have otherwise been evaluated; so the employee does not have complete
information about which rules apply.
When processing a request, Checker evaluates any bypass rules first. If the request passes all
bypass rules, the remaining rules are evaluated as usual.
This option is not available for the Defer rule type or for any rule where you have enabled
waiting lists.
User Guide
Allowing Waiting Lists for Certain Types of Requests

Segment requests that do not pass a particular Checker rule do not necessarily have to be
denied altogether. For some rules, you might want to enable waiting lists. A waiting list is a
queue of segment requests, for a particular nominal date, that have not passed a certain request
rule for that date. Each waiting list ranks requests in the order they were submitted, so that
requests move upward in the list as circumstances change and earlier requests are approved or
canceled.
This option eliminates the need to re-enter requests that cannot be approved now, but which
might be approved if circumstances change; for example, if someone deletes a vacation
segment, or if additional group allowances become available on the date in question. Waiting
lists also make it possible for an entire multiday request to be approved even if some days
cannot be approved. You set up waiting lists on the Waiting List page of the Request Rule form.
Waiting lists are especially useful with for group allowance rules, which apply to requests that
compete with each other for allowances. You can also use waiting lists to hold requests you
want to approve or deny manually (by creating an auto-fail rule with waiting lists enabled).
You can limit the size of a waiting list when you define the request rule. Although a waiting list
might shrink due to approvals or cancellations, some waiting requests will never be approved if
the list is too large.
Notes
Requests on a waiting list are displayed in the scorecard with a status of Wait for the date in
question.
For requests that are several days in length, some days might be waiting while others have
already passed. You can set up a given rule to apply a multiday grace percentage, which
allows an entire multiday request to pass as long as a minimum percentage of its working
days pass.
To get Checker to periodically to re-evaluate all waiting requests, you need to set up the
Recheck Open Requests AutoRun process. In this way, requests can be removed from
waiting lists automatically if conditions are such that they can now be passed. If you do not
set up this process, you will need to manually approve or deny waiting requests.
By default, reevaluated requests are approved in the order that they appear on the waiting
list; that is, a request cannot automatically be approved while there are others ahead of it on
the list. For a given rule, however, you can set an option to allow passable requests to be
approved (leap-frog) ahead of others.
If you do not set up automatic rechecking, you can still approve or deny waiting requests
manually, using the Request Manager module.
Applying the Multiday Grace Percentage

For a Checker rule you have set up to allow waiting lists, you have the option to allow an entire
segment request of several days in length to be approved even if only a certain percentage of
working days actually pass the rule. For example, you might allow an entire vacation request to
pass the group allowance test as long as 80% of the working days in the request pass it.
For a new multiday request, each day that does not pass is first given a Wait status. Then the
multiday grace percentage is applied across the entire request (or different portions of it), and if
the percentage of working days that pass is high enough, all Wait days are changed to Pass and
are thus removed from their respective waiting lists. Figure 12-7 illustrates the result of applying
a multiday grace percentage.
scorecard
be fore :
80% rule
day 1
day 2
day 3
day 4
day 5
day 6
day 7
Pass
Pass
Pass
Wait
Pass
Pass
Pass
days off
multiday grace-percentage check
scorecard
afte r:
80% rule
day 1
day 2
day 3
day 4
day 5
day 6
day 7
Pass
Pass
Pass
Pass
Pass
Pass
Pass
80% (four out of five w orking days) passed, so entire request passed.
Figure 12-7 Example of Multiday Grace Percentage Applied

For a given rule, you can specify the number of calendar days to which this multiday gracepercentage test applies; and you can specify that requests exceeding this period in length either
be tested using repetitive sampling or not be allowed to take advantage of the multiday grace
percentage.
Request Rule form: Waiting List Page

Using this page of the Request Rule form, you can set up waiting lists for a rule. First, select the
Add Failed Requests To Waiting List option. Then, set the other options on this page to
specify how the rules waiting lists operate.
The options under Multiday Requests make it possible for requests spanning several working
days to get approved without having to pass the rule for all of those days. To require that
requests pass all days, leave the percentage set to 100.
Table 12-6 provides information about the options on this page.
Table 12-6 Details for the Waiting List Page
Option or Field
Details
Add failed requests to

waiting list
Select this option if you want requests that do not pass this rule to be placed
on a waiting list for the nominal date requested. This enables the other
options on this page, which you use to specify how the rule waiting lists
operate.
Leave this box empty if you want failing requests to be denied immediately.
User Guide
Table 12-6 Details for the Waiting List Page (continued)

Option or Field
Details
On rechecking list,
passable requests
can be approved
ahead of others
Select this option if you plan to have Checker periodically reevaluate the
waiting lists for this rule and you want to allow a request to pass even if there
is another request ahead of it on the list for that nominal date. Thus, a waiting
request that still doesnt pass will not prevent others from passing as long as
they satisfy this rule.
Leave the check box empty if you want to allow a waiting request to pass only
after all others ahead of it have passed. When Checker reevaluates a waiting
list and finds that the first request still doesnt pass, it ignores the other
requests on that list.
Maximum requests
on waiting list
Select this option if you want to limit the size of the rule waiting lists. Enter the
total number of requests you will allow to be on the waiting list for a
given date at the same time. If the number of requests on the waiting list has
been reached, Checker will fail any subsequent requests that would otherwise
be placed on that list.
The main purpose of this option is to encourage employees to request
different dates rather than wait for an approval that is unlikely to happen.
Although a waiting list might shrink due to approvals or cancellations, some
waiting requests will never be approved if the list is too large.
It is a good practice to enter a failure message for this rule on the Messages
page explaining that the maximum size of the list has been reached. In any
case, if a request fails for this reason, the Scorecard page of the Request
Editor form will include the message Wait list maximum exceeded on the
Value tab at the bottom when you select that cell in the scorecard.
Percentage of
working days that
must pass
Enter the percentage of working days in a multiday request that must

pass this rule in order for the entire request to pass this rule.
By default, a multiday request will be approved only if it passes this rule on all
nominal dates (100%) for which the employee is scheduled to be working.
You can specify a lower grace percentage in order to increase the likelihood
that multiday requests will pass this rule. This is especially useful for group
allowance rules if your allowance balances vary significantly from day to day.
Whatever nonzero percentage you specify (including 100%), also set the
other options in this section to indicate how this percentage will be applied.
A working day
means that the
employees schedule
In connection with the Percentage Of Working Days That Must Pass, select
one of these options to clarify the definition of working day for this rule:
Already includes paid time: The employee already has some paid time
scheduled for that date (even if the requested change would remove it).
Will include paid time if the request passes: The employee would have
some paid time for that date if the requested change were made (whether
or not there is existing paid time).
Either of the above: The employee either already has some paid time for
that date or would if the requested change were made.
Your choice should take into account whether the expected multiday requests
will be for time off, for extra work time, or for some mix of both. For example, if
an employee has requested paid work time on a regular day off, that date
would be considered a working day only if the request passed.
Paid time means that the employee has (or will have) at least one official
segment that resolves to a positive state in the Pay perspective.
Applying Date Filters to Request Rules

The Dates page of the Request Rule form lets you create one or more date filters to narrow the
scope of the segment requests that will be checked against the rule you are defining. There are
many ways to define date filters, and in some cases you can get the same result using either of
two methods.
Note: The CheckerUseEmployeeTimeZone system parameter determines whether or not
Checker uses the employees individual time zone to determine dates. If your Aspect
Workforce Management servers and employees are located in more than one time zone,
you might choose to enable this variable.
The following examples describe the types of filters you might want to create.
Filter Example 1
The following filter selects a request if the date requested is January 1, 2005. This might be a
date for which no vacation time is allowed, and for which you are creating an auto-fail rule. You
can use this type of filter for any specific dates for which you want to select requests.
Request date:
Target date requested
Rule applies to:
Request dates within date range
Date range begins: On fixed date: 1/1/2005

Date range ends: On fixed date: 1/1/2005
Filter Example 2
The following filter selects a request if the date requested is for a past date or for a date later
than December 31, 2005. Such a filter is useful for auto-fail rules you create for requests that are
invalid (past dates) or that are made too far in advance.
Request date:
Rule applies to:
Request dates within

date range
Date range begins: On relative date
Date range ends:
User Guide
Number of days:
Relative to:
Current system date
On fixed date:
12/31/2005
Filter Example 3
The following filter selects a request if the requested date is the same as the date on which the
request was entered. This filter is useful for a past-time rule.
Request date:
Rule applies to:
Request dates within

date range
Date range ends:
Number of days:
Relative to:
Date request is made
On relative date
Number of days:
Relative to:
Filter Example 4
The following filter selects a request if the date requested is prior to January 1, 2005. This might
be the date on which a new policy goes into effect. You would use this filter for a current rule and
create a new rule (using a date filter for January 1 and beyond) to apply to requests that are
subject to the new policy.
Request date:
Rule applies to:
Request dates within date range
Date range begins: Indefinitely in the past

Date range ends:
On fixed date: 12/31/2005
Filter Example 5
The following filter selects a request if it was entered within five days prior to the current system
date (when the request is being processed).
Request date:
Rule applies to:
Request dates
outside of date range
Number of days:
-30
Relative to:
Creating Group Allowances
Date range ends:
Never
In example 5, there is no need to specify when the date range ends, because a request cannot
be checked if it has not been entered yet.

The group allowances feature tells you exactly how many hours a selected group of employees
may spend on certain activities. You track and maintain this time by setting up accounts for
holding the time you have available to give away. For example, if employees on your full-time
customer support teams receive two weeks of vacation per year, you can view the groups
allowances you can afford to lose on any given day. As a result, you can let individual
employees compete for time from the account, and accept or reject each request accordingly.
For any activity, you can run a Group Hours by Date report (Daily Group Summary Hours
Reports module) and find out the total number of hours that employees spent in each superstate
you select. So, you need to set up group allowance accounts only for certain activities;
specifically, those to which you want to grant periodic allowances (such as 50 staff group hours
of vacation per day), and have individual employees draw those credits from a pool of available
time.
By creating a group allowance check, you can use group allowance balances as a basis for
approving segment requests. Each new request must meet the criteria you set up before the
request is accepted and becomes official. The program deducts the time for each approved
request from the group allowance balance.
You also have the option to use the personal accounting feature with group allowance accounts.
Each segment request must then pass the following conditions before approval: (1) the
employees personal account balance, and (2) the remaining group allowance account
balances.
The general procedures for setting up group allowance accounts include the following:
Create employee supergroups.
Create group allowance accounts
Credit accounts
When using multiple accounts that draw from the same pool of available credit (for example,
when tracking different departments in the same organization), you can allocate allowances
created from parent account to child accounts.
You do this by right-clicking the parent account and using the Allocate Allowances option on the
group allowance account pop-up Menu.
If you plan to use allowance balances as a basis for approving segment requests, you also need
to create group allowance rules.
Creating Employee Supergroups

You create employee supergroups so you can categorize your employees exactly as needed for
automatically tracking, and updating the available group allowances in request management.
User Guide
For example, your employee groups might represent different teams who handle the same work,
but you want them competing for the same vacation allowances. By designating all of those
groups as one supergroup, you make it possible for those employees segment requests to be
checked against the same allowance accounts.
To create an employee supergroup:
In the navigation bar, select Configuration > Employee Supergroups.
Select File > Open > Employee Supergroup Definitions.
The list of existing supergroups appears.

2. Right-click the view pane and select Add, or select Edit > Add. The Employee Supergroup
form appears.
3. Type a name for the supergroup, and select the employee groups to include.
4. Save the form.
Creating Group Allowance Accounts

To set up group allowance accounts:
In the navigation bar, select Advanced Tracking > Accounts Manager > Group
Allowance Accounts.
Select File > Open > Group Allowance Accounts.
2. In the view pane, right-click the list of existing accounts and select Add, Duplicate, or Edit.
You can also create a group allowance account by copying the account contents from another
group allowance account.
To copy and create a new group allowance account:
1. Right-click the account to copy and select Duplicate.
2. Enter the name and description.
Crediting Group Allowance Accounts

The following list summarizes the options you have for crediting group allowance accounts with
allowance hours:
Use the Allowances Forecast Wizard.
Enter group allowances manually when you set up the account.

Note: You can also edit allowances manually after forecasting for them.
When using multiple accounts that draw from the same pool of available credit (for example,
when tracking different departments in the same organization), allocate allowances you
created from parent account to child accounts. To do this, you right-click the parent account
and select Allocate Allowances.
After you deposit allowance hours into accounts, you have the option to check on group
allowances using the Balance Viewer module.
Using the Allowances Forecast Wizard

The Allowances Forecast Wizard leads you through the process of automatically depositing
group allowances into a group allowance account. It does so by determining surplus hours
during the allowance planning period and then entering those hours into accounts as
allowances.
When using the wizard, keep the following points in mind:
The wizard compares the staffing requirements for the days in a base week with the staffing
requirements for every other day in the allowance planning period. It then determines how
many surplus hours you have each day to give away.
By default, the wizard automatically selects your busiest week for the base week.
The wizard assumes you have staffing adequate to meet your base week requirements
throughout the planning period.
Since some of the staff needed during your busiest week will not be needed during your offpeak weeks, the surplus (the hours your staff are not needed to handle contacts) are your
group allowances.
The wizard uses a staffing forecast you created (see Creating a Staffing Forecast for Use
with the Wizard on page 12-45) to calculate allowances.
Each page of this wizard appears in sequence, and prompts you for the information needed to
continue. The Allowances Forecast Wizard pages also contain controls such as option buttons,
drop-down lists, and fields in which you enter data. Each page that requires you to supply
information explains exactly what information is needed.
To use the Allowances Forecast Wizard:
In the navigation bar, select Advanced Tracking > Accounts Manager > Group
Allowance Accounts.
Select File > Open > Group Allowance Accounts.
2. Select Special > Allowances Forecast Wizard.

This menu option, and the associated toolbar button, are available only with an open
Allowance Accounts window. The first page of the Allowances Forecast Wizard dialog box
appears.
3. Follow the on-screen instructions to advance through the wizard pages.
Creating a Staffing Forecast for Use with the Wizard

To calculate group allowances, the Allowances Forecast Wizard uses a staffing forecast you
created beforehand that covers the allowance planning period. The wizard subtracts the number
of staff hours needed to handle each day in the period from the number of staff hours needed
User Guide
each day during your busiest week. The remainder of hours for each day outside your busiest
week is deposited into each account.
When using the Allowances Forecast Wizard, note the following:
The staffing scenario associated with the staffing forecast should not include staff shrinkage
for categories such as vacation time, since this would inflate your staff hours. To set vacation
(or other) shrinkage to zero for a staffing scenario, select the VACA tab of the Staff Shrinkage
form. (You associate a scenario with shrinkage on the Shrinkages page of the Staffing
Scenario form.)
You can create a staffing forecast using the Forecasting Wizard. Be sure to use the scenario
you previously defined without this shrinkage.
When prompted to enter a staffing forecast for the Allowances Forecast Wizard, select the
run associated with this zero vacation (or other)-adjusted shrinkage.
Figure 12-8 shows how the Allowances Forecast Wizard calculates the group allowances for a
particular week in the planning period. It subtracts the forecast staff hours in the planning week
from the hours in the base week and deposits the resulting allowances in the group allowance
account for that planning week.
S
Base (busiest)
week in planning
period
925
1250
855
1025
985
1250
1100
Week in planning
period
645
805
555
980
625
1100
1005
Surplus hours
available for
group allowances
for this week
280
445
300
45
360
150
95
Figure 12-8 Calculating Group Allowances
Allocating Group Allowances

Aspect Workforce Management gives you the option to use more than one group allowance
account, and to have each of those accounts draw from the same pool of credit. For example,
you might have two groups that make up your sales stafffull time and part timeand want to
divide the available hours for your entire sales force 80/20, with the bulk of the share going to
your full-timers.
To do this, you create three accounts: a parent account for all sales staff, and two child
accountsone for full-time people and another for part-timers. You credit the parent account (for
example, using the Allowances Forecast Wizard) and allocate those hours to the children. Your
full and part-time staff then draw the available time directly from the child accounts.
When allocating group allowances, note the following:
To allocate allowances you have created from parent account to child accounts, right-click
the parent account and select the Allocate Allowances option on the group allowance
account pop-up menu.
Entering Staffing Tolerances
Parent accounts should not have employee supergroup or superstate associations (defined
when you create the account); credits will not be drawn directly from these accounts.
You should define both employee supergroup and superstate associations for child accounts,
since employees of your choosing will debit these accounts directly when active in a
particular superstate.
Entering Staffing Tolerances

Using eSchedule Planner, employees can enter segment requests for intra-day schedule
changes and activities (such as overtime and project work). Such requests can be checked
against the appropriate intra-day performance forecast to determine if the resulting staff in each
period will be within the upper and lower limits, or tolerances, you specified for those periods.
You set those limits, by staff group and by date, using the Staffing Tolerances module.
For a given staff group, tolerances can be expressed either as net staff (discrete tolerances) or
as an allowable percentage of required staff.
About Upper and Lower Limits

When entering staffing tolerances, you specify both an upper limit and a lower limit for each
period. The upper limit applies to segment requests that will increase the scheduled staff for the
period in question (for example, overtime shifts or schedule changes in which a work segment is
lengthened or a break segment is deleted). The lower limit applies to requests that will decrease
the scheduled staff (for example, project work or schedule changes in which a work segment is
shortened or a break segment is added). A request in which segment times are being moved
forward or backward will increase staff in some periods and decrease it in others; such a request
will be subject to both upper and lower limits.
For discrete tolerances, the lower limit does not have to be a negative number, nor does the
upper limit have to be a positive number. You might, for example, set the lower limit to a positive
number if you want to maintain a safe level of overstaffing; or you might set the upper limit to
zero if you want to prevent overstaffing.
For percentage tolerances, values must be zero and above. The following tables give examples
of how percentages are interpreted in enforcing lower and upper limits:
User Guide
Lower Limit
Allowed Staff
90%
As low as 90% of required staff
100%
Must equal required staff
110%
Must be 10% more than required
Upper Limit
Allowed Staff
90%
No more than 90% of required staff
100%
Must equal required staff
Upper Limit
Allowed Staff
110%
Can be 10% more than required
The percentages you enter for either limit should take into account the expected size of the
workforce in each period. For example, you might allow 10% overstaffing if you have only 100
agents on duty; but if you have 1000 agents, that percentage would allow 100 agents more than
required.
Keep in mind that staffing tolerances cannot remedy staffing imbalances that already exist
they can only prevent new segment requests from worsening the situation.
Procedures
To set up staffing tolerances:
1. Use the Request Rules configuration module to create at least one IDP request rule.
When you specify the actions that will be subject to this rule, you can include any and all
actions that will change scheduled staff, whether those changes are positive or negative. You
can also specify that a request can be approved even if it passes this check in only a certain
percentage of periods.
2. Use the Staff Group Definitions configuration module to specify how to calculate tolerances
for each staff group. The options are on the IDP page of the Staff Group form.
To enter staffing tolerances:
In the navigation bar, select Advanced Tracking > Staffing Tolerances.
Select File > Open > Staffing Tolerances.
2. In the view pane, double-click the staff group of interest. The Staffing Tolerances form
opens.
3. Use the navigation bar (at the top) to select the week for which to enter staffing tolerances.
4. Enter the lower limits (net staff or percentage of required staff) on the Lower Limit page and
the upper limits on the Upper Limit page. The values on the Lower Limit page apply to
segment requests that decrease staff, and the values on the Upper Limit page apply to
segment requests that increase staff.
If you are entering discrete tolerances, values can be positive, negative, or zero. If you are
entering percentages, values must be zero through 100.
5. Save the form.
You can right-click and use the pop-up menu to copy, clear, or change several values at once.
And you can use the Special menu options Enter Range and Delete Tolerances to save time.
Note: Be sure to enter a value for each date and period that will be affected by any segment
request subject to the IDP check. A request will fail the check if any of the applicable
staffing tolerances are blank.
The following options are also available:
Using Request Manager
Select Special > Contact Directory to view communication contacts associated with the
selected staff group.
Select Special > Links to access resources associated with this staff group.
Using Request Manager

Using the Request Manager module, you can monitor the status of employees segment
requests as they automatically move through the approval process. You can also edit requests
to pass, fail, or cancel them manually.
Request Manager uses a tree to display segment requests in various categories. You select one
of the following branches, depending on what you want to know:
Rules, to view the current Checker rules and see which requests were tested against each
rule, based on their current status
Checker Queue, to view the requests that are still waiting in queue and have not been
checked
Canceled Requests, to view the requests that have been canceled
Created On, to view requests by date of entry
Checker Monitor, to view statistics about the processing of individual segment requests
The Overview page of this view displays a calendar showing the number of requests, in the
selected category, for each date. On the Details page, you can view the specific requests in
each category and operate on them using the pop-up menu. Details for each request include:
The employee who made the request
The date and time the request was created (usually the same as the creation date and time)
The effective creation date and time
The current status of the request
The earliest and latest nominal dates affected by the request (not displayed for canceled
requests)
If the request is now being processed, the process start moment
Because each row in the grid represents a single date, the same request can be represented by
several rows.
Using Personal Accounting

Using the personal accounting feature, you track the time employees spend (especially vacation
and other kinds of leave) and check the time they accumulate against entitlements you set up.
For example, if employees receive two weeks of vacation per year, the Personal Accounts
module will show you exactly how much vacation a given employee has left, by subtracting the
amount the employee has already taken year-to-date.
User Guide
For any activity, you can run an Employee Summary Hours report and find out how many hours
employees have used for any range of dates. You need to set up accounts only for certain
activities: specifically, those to which you want to grant periodic entitlements (such as eight
hours per month) and keep running balances by employee.
For each activity you set up for accounting, you periodically credit time to each employees
account. The program automatically withdraws time from the account whenever the employee
spends time on an activity of that type. At the end of each accounting period (year, month, and
so on), a specified portion of this balance can be carried forward automatically to the next period
for use by the employee.
You have the option to set up and use the following personal accounting features provided with
Aspect Workforce Management:
Personal Accounts, where you define the types of activities you want to track, view and
adjust employee balances, and generate entitlements
Entitlements Tables, where you set up the methods by which employees earn time
Checker Rules, where you can use personal account balances as a basis for approving or
denying segment requests
Automatic Assignment, where you use personal balances as the basis for assignment to
schedules
Personal Account Worksheet, where you create, edit, and delete personal account
transactions using a worksheet
Setup Issues for Personal Accounting

Table 12-7 summarizes the general issues to consider for each type of employee activity you
want to track, and the choices you have for handling personal accounts. You may want to refer
to this table as you set up personal accounts for each activity.
Table 12-7 Setup Issues for Personal Accounting
Issue
Choices
Features
Accounting periods
Based on
fiscal calendar
All employees are on the same calendar.
Based on hire date
Periods begin on the employees date of hire and

last a user-defined number of months.
On demand
Create the same once-only time credits or debits for

one or more employees.
Superstate hours
The program automatically adds or withdraws time

as an employee spends time in one or more
superstates, at the rate you enter (for example,
every hour of vacation time taken equals one hour of
debited vacation time).
Entitlements
Employees earn preset amounts of credit based on

how long they have worked.
How accounts receive

credits or debits
Creating Personal Accounts
Creating Personal Accounts

By creating a personal account, you define a particular type of activity you want to track for
managing employee time. You could set up accounts for paid time off, sick time, overtime, or any
other kind of time for which employees receive credit, spend, and maintain a balance.
You define a personal account in terms of its:
Code, description, and minimum balance an employee may carry
Accounting periods used to calculate earned credits: either by fiscal calendar or by hire date
The amount of time you allow employees to carry forward to the next period
Associated superstate used for automatically crediting or debiting time whenever an

employee enters that superstate (optional feature)
To create or edit personal accounts:

In the navigation bar, select Advanced Tracking > Accounts Manager > Personal
Accounts.
Select File > Open > Personal Accounts.
2. Use the pop-up menu options to add, duplicate, or edit accounts.
Generating Entitlements
When you generate entitlements for personal accounts, you normally add credits to accounts
using information drawn from an entitlements table you have created (though you can also add
credits manually as needed). Using an entitlements table determines the amount of credit
employees should earn, based on their length of service. The credits received for this length of
service depend on how much time has passed between the employee hire date and an ending
date you select; or, for hire date-based accounting periods, the credits depend on the hire date
anniversary.
In addition to the personal accounting setup steps, you have the option to set up entitlements
tables to define how much time a full-time employee should earn upon reaching each of several
service milestmnes (that is, number of months of employment). You use this table when
generating entitlements.
To generate entitlements for personal accounts:
Accounts.
Select File > Open > Personal Accounts.
2. In the view pane, right-click a personal account and select Generate Entitlements. The
Generate Entitlements dialog box appears.
3. Select the settings for generating credits, using the following pages of the dialog box:
User Guide
General, where you select the account and method used to generate credits
Transaction Details, where you define transaction dates and what to do if credits already
exist for the selected period
Employees, where you select the employees whose accounts are to receive credits
4. Click OK to generate the credits.

Note: You can also generate entitlements using the Personal Account Worksheet module,
which lets you view and edit the results in a worksheet before saving the new
transactions.
Setting Up an Entitlements Table

To set up an entitlements table:
In the navigation bar, select Advanced Tracking > Accounts Manager > Entitlements
Tables.
Select File > Open > Entitlements Tables.
2. In the view pane, right-click the list of existing tables and select Add, Duplicate, Edit, or
Print.
Tailoring an Entitlements Table to the Accounting Period

Be sure each entitlements table suits the type of accounting period you have set up for that
activity. Entitlements given to an employee are typically based on length of service, which is tied
to the employees hire date. However, entitlements can be created for activities having either
type of accounting period:
Standard, fiscal calendar-based periods (which are the same for all employees)
Individual accounting periods tied to each employees hire-date anniversary.
Because the method by which entitlements are created differs for these two types of setups, the
way the program reads a table differs as well:
For an activity with fiscal calendar-based accounting periods, the program reads a credit in
the table row as the time the employee should earn every accounting period for that length of
service.
For an activity with hire-date-based accounting periods, the program reads each credit in the
table row as a one-time amount that the employee earns upon reaching that length of
service. The entitlements table must include each hire date anniversary that employees may
reach during their entire term of employment.
Regardless of which type of accounting period you use, keep the following points in mind when
setting up entitlements tables:
Monthly values in the table do not have to be spaced at uniform intervals. Any series of
increasing (or decreasing) values, such as 6, 9, 18, and 20, will work.
Setting Up an Entitlements Table
Each credit amount in a table is the amount per period that an employee receives for that
length of service, as opposed to an incremental amount. In other words, the amounts in the
table are not summed when an employees entitlement is calculated.
You need to extend your table each time you want new credit totals to apply to new periods.
Examples
Assume you generate entitlements for every quarter with fiscal calendar-based accounting
periods. The entitlements table might look like the following.
Table 12-8 Sample Entitlements Table with Fiscal Calendar-Based Accounting Periods
Months
Credit Amount
16
12
24
18
40
36
80
In this example, after 6 months of service employees would be entitled to 16 hours every quarter
until theyve worked 12 months, when they earn 24 hours every quarter. Also note that after 36
months employees would still continue to earn 80 hours every quarter.
For an activity with hire date-based accounting periods, the same table would need to be
expanded. The new needs to include one-time amounts for every 3-month hire date anniversary
until retirement:
Table 12-9 Sample Entitlements Table with Date-Based Accounting Periods
Months
Credit Amount
16
16
16
12
24
15
24
18
40
21
40
24
40
to retirement
With the setup in Table 12-9, employees would receive the same yearly totals as in Table 12-8.
For example, the fiscal calendar-based table would yield 56 hours after four fiscal quarters, and
the hire date-based table would make 56 hours available the first year.
Note that this entitlements table would work just as well for a personal account with fiscal
calendar-based accounting periods; but the first table (Table 12-8) would be more convenient.
User Guide
Hire-date-based calendars do not carry on indefinitely (as opposed to fiscal, calendar-based

table). If you want new credit totals to apply to new entitlement periods, you must extend the
table.
Extending Entitlements Tables

When an employees length of service goes beyond the last line of an entitlements table, there
are two possible outcomes, depending on which type of table is in use:
For hire-date based entitlements tables, no further credits will be read from the table for
deposit into the employees account
For fiscal, calendar-based tables, the credit shown on the final line of the table will continue
to be applied each time you create new credits for a new fiscal period
If you need to have new entitlement totals applied to accounts for periods that do not exist, you
must extend the table some number of months. For example, suppose you want employees with
five years of service to receive bonus vacation credits. The table you use must also have the
appropriate credits for 60 months of service.
To extend an entitlements table:
In the navigation bar, select Advanced Tracking > Accounts Manager > Entitlements
Tables.
Select File > Open > Entitlements Tables.
2. Right-click the entitlements table in the list and select Edit.

3. When the Entitlements Table form appears, select the Detail tab.
4. Click the Add button to display the Entitlement Period dialog box.
5. Enter the minimum months of service needed to earn the credit, as well as the number of
hours to receive; then click OK.
6. Add more periods if needed, repeating the preceding two steps.
7. Save the form.
Checking and Adjusting Personal Accounts

Individual employee balances reflect the debits and credits made to those accounts to date.
Because balances generally change over time, Aspect Workforce Management keeps a record
of all transactions for your ease of verification. You have the option to view and edit this account
information directly.
You can also use the Personal Account Reports modules to view and print Personal Account
Reports, which display account balance and transaction information for one or more employees.
Note: The following procedure explains how to work with one employee and one account at a
time. To operate on multiple employees and accounts, use the Personal Account
Worksheet module (also described in this section).
Checking and Adjusting Personal Accounts
To check or adjust an employees personal account:

1. Open the Employee Personal Account Balances module (Advanced Tracking > Accounts
Manager > Employee Personal Account Balances) to display the Employee Personal
Account Balances view.
2. Select the employee and the personal account you want to retrieve.
You can also change the nominal date for which the displayed balances are calculated.
3. Click Retrieve to retrieve the account information and display the Personal Account
Transactions form, which displays the accounts and balances for the selected employee.
4. To view, add, edit, or delete individual transactions on the Personal Account Transactions
form, double-click the account record in the list.
5. Click Save & Close to close the Personal Account Transactions form and save your
changes.
Using Personal Account Worksheet

The Personal Account Worksheet module lets you use a worksheet to add, change, and delete
personal account transactions for one or more employees and accounts, generate entitlements,
and import transactions from an external file. You can make several changes and additions
without having to save them immediately, and you can change or adjust values for multiple
transactions at the same time.
To use Personal Account Worksheet:
Accounts > Personal Account Worksheet.
Select File > Open > Personal Account Worksheet.
2. Select one of the following options for opening the worksheet:

Empty:
Opens a Personal Accounts worksheet with no transactions displayed.
Add:
Opens the Add Transactions dialog box for adding transactions to a new
worksheet.
Import:
Opens the Import Transactions dialog box for importing transactions into a
new worksheet from an external file.
Retrieve:
Opens the Retrieve Transactions dialog box for applying several types of
filters for the transactions you want to load into the worksheet.
Quick Retrieve: Opens the Quick Retrieve Transactions dialog box for retrieving
transactions associated with a single employee, personal account, and
date range.
Generate
Entitlements:
User Guide
Opens the Generate Entitlements dialog box for generating entitlements

for one personal account for one or more employees. When created, the
entitlement transactions are displayed in a new worksheet, where you can
view and edit them before saving.
3. Click Open.
4. On the Personal Account Worksheet form, use the various Edit and Special menu options to
add, change, and delete transactions.
Note: After you add, change, or delete a transaction in the worksheet, its Action column
displays one of three words:
Add, for new transactions you have added here in the worksheet
Change, for transactions you have retrieved from the database and have edited here
Delete, for transactions you have retrieved from the database and have deleted here
These actions are carried out only when you save the form.
You can sort, filter, group, and export the transaction data and access related modules for
working with selected employees. You can also cancel (undo) actions you have already
taken.
5. Select File > Save to save all changes.
Options Available
The available option in the main menu, toolbar, and pop-up menu include the following:
Edit > Add:
Lets you specify criteria for the transactions and employees that
you want to add to the worksheet.
Edit > Edit:
Lets you specify one or more changes you want to make to a

transaction you have selected in the worksheet.
Edit > Duplicate:
Lets you duplicate, for one or more employees, the transaction

you have selected in the worksheet.
Edit > Delete
Marks the selected transactions for deletion.
Special > Retrieve:
Lets you use various filter options to select the transactions to

load into the worksheet. The transactions you retrieve will
appear in the worksheet below those that are already there, and
they will be preselected (highlighted) so you can easily identify
them and operate on them as a group.
Special > Quick Retrieve: Lets you select an employee, a personal account, and a date
range for transactions to load into the worksheet.
Special > Cancel Action:
Cancels all actionsAdd, Change, and Deletefor the

transactions you have selected (does not cancel actions you
have already saved). Selected transactions marked as Add
disappear from the worksheet.
Special > Remove

Unmodified Rows:
Clears all worksheet items that are not flagged as Add, Change,
or Delete.
Special > Adjust Amounts: Lets you change the amount of one or more transactions you
have selected in the worksheet.
Special > Generate
Entitlements:
Lets you generate entitlements for selected employees. The

worksheet must be empty before you can use this option.
Tracking Intra-Day Performance
Special > Reconcile:
Lets you add a transaction to the worksheet for one employee

that sets the balance for one personal account to a specified
amount.
Special >
Import Transactions:
Lets you import transactions to the worksheet from an external

file in a comma-separated format.
Special > Balance Viewer: Opens a Balance Viewer window for each employee selected in
the worksheet.
Special > Employee
Personal Account
Balances:
Opens a Personal Account Transactions form for each

employee selected in the worksheet. You can use this form to
view, add, edit, or delete personal account transactions for the
employee.
Special > Clear Worksheet When enabled ( ), clears all transactions from the worksheet
After Save:
each time you save.
Tracking Intra-Day Performance

Intra-day performance forecasting tells you how well you can expect to meet your staffing
objectives throughout each day, based on forecast workload, actual workload, and official
schedules. Among other things, intra-day performance forecasting tells you the estimated net
staff and service quality for each period of the day. As the day progresses, you can see how the
current situation will continue or change, based on captured ACD statistics and current segment
information.
Before creating an intra-day performance forecast, you should check the following information
and update it as needed, because these assumptions affect the accuracy of the calculations and
reporting:
The historical patterns for the included groups, on which volume and staffing requirements
forecasts are based.
The forecasting and staffing scenarios you plan to use for each group.
It is a good idea to maintain a separate staffing scenario for intra-day performance; one
reason is that only the Unproductive shrinkage category is used, and the unproductive
percentage should be adjusted accordingly.
The routing set you plan to use, which determines the forecast and staff groups for which
intra-day performance information is created.
Intra-day performance data is created for all groups in the selected routing set, as well as all
groups associated with them (as parents or descendants). For example, in contact allocation
configurations, only the child forecast groups and their associated staff groups appear in the
routing set, but intra-day performance data is created for the parent forecast group, as well.
The official segments for all employee groups associated with the included staff groups.
Intra-day performance forecasting uses a tally of this information to determine how many
staff are scheduled throughout the day for each staff group.
User Guide
Creating Intra-Day Performance Forecasts

To create intra-day performance forecast:
In the navigation bar, select Tracking > Performance > Intra-Day Performance.
Select File > Open > Intra-Day Performance.
2. In the view pane, right-click and select Add.

3. Select the General tab, and specify the routing set, date range, and time range. This
range cannot exceed five weeks. You can use the Days field to omit specific days of the
week within the date range.
You also have the option to overwrite existing intra-day performance data, and the option to
have volume and staff allocation done automatically.
4. To select a scenario other than the default scenario (or use an override set), select the tab
for the appropriate page and click the Options button for that group.
The page you use depends on your Aspect Workforce Management configuration:
For a multiskill or Allocate configuration, select the Forecast Groups tab for forecast
groups, and the Staff Groups tab for staff groups.
For a single-skill or non-Allocate configuration, the Forecast Groups tab does not appear.
Instead, you select the Staff Groups tab for both types of groups.
To select the scenario for a forecast group, click the Options button for the staff group
with which that forecast group is associated in the routing set.
5. To schedule the creation of intra-day performance forecasts as an AutoRun process, select

the AutoRun tab and complete the appropriate fields.
6. Click OK.
When the process has finished, you can view the results by double-clicking the new intra-day
performance forecast in the list.
Viewing or Editing an Intra-Day Performance Forecast

To view or edit an intra-day performance forecast:
In the navigation bar, select Tracking > Performance > View Intra-Day Performance.
Select File > Open > View Intra-Day Performance.
The View Intra-Day Performance view appears.

2. Select the routing set and date, then click Open.
The Intra-Day Performance Detail form appears, where you can view and edit statistics for
the selected forecast.
Intra-Day Performance Detail Form

Use the Intra-Day Performance Detail form to view and edit the selected intra-day performance
forecast. To use the window, you select a forecast group or staff group, then view the intra-day
statistics for that group.
Most of the columns you see in the display are determined by the display set you assigned to
the selected group. However, the shaded columnsTime Period, Open, and Pastare always
displayed. A check mark in the Open column means that the period is within a forecast groups
operating hours, and a check mark in the Past column means that the period has already
elapsed.
Normally, the statistics in a column are displayed in black text against a white background. If the
text or background appears in color, it could be for one or more of the following reasons:
Certain exceptional values are highlighted, based on the threshold set assigned to this
group.
The color was assigned to the column when the display set was created or edited;
sometimes this is done so users can more easily identify the staffing columns in multiskill
display sets.
The period falls outside the groups operating hours, in which case it is displayed with a
shaded background.
The bottom row of the grid contain summary values, which are described next.
About Intra-Day Performance Summary Calculations

Depending on the types of columns displayed in an intra-day performance forecast, the
Summary row displays a sum or an average of the intra-day numbers in each column for all
open periods in the day, even those that have not occurred. Individual periods are counted in a
particular summary calculation only if they occur within the forecast groups operating hours and
actually contain a value (as opposed to null).
In averaging, each value is first weighted according to another statistic for the same period. For
example, a periods AHT is adjusted up or down based on its NCH (number of calls handled)
relative to the NCHs of all the other periods. If the other statistic is empty (null), the period is not
counted in the average.
Partial-Day Summaries
By creating a custom filter while viewing intra-day performance detail, you can limit the
displayed summary information to a range of intra-day periods. The filter is most useful for
limiting the information to periods that have already elapsed, thus eliminating the effect of
forecast statistics in future periods.
For example, to compare the current actual AHT summary (which reflects only past periods)
with the forecast AHT summary, you filter out periods that are not marked as Past. This prevents
the forecast AHT summary from being weighted by the forecast NCH in later periods.
To display partial-day summaries:
User Guide
1. Right-click the Intra-Day Performance Detail grid and select Layout > Custom Filter on the
pop-up menu.
2. On the Filter Builder dialog box, select Filter > Add Condition.
3. Select Past as the column, leaving the operator set to equals.
4. Click the <empty> value and select Yes.
You can also filter by the Time Period column. For example, you can create two conditions to
specify any range of periods.
5. Click OK to close the Filter Builder and activate the filter.
Specifying the Display Set

You can choose which tabs and columns to display in your intra-day performance forecast by
assigning each forecast group, staff group, and routing set to a display set.
You can view, edit, or create display sets by selecting Configuration > Forecasting >
Display Sets > Intra-Day Performance Display Set Definitions.
Each display set type has a set that is designated as the default, indicated by a check mark in
the Default column. If you do not assign your forecast group, staff group, or routing set to a
display set, the system will use the default display set. You can change which set is designated
as the default by selecting a different display set and choosing Make Default from the Special
menu.
You can assign your forecast group, staff group, or routing set to a display set by right-clicking a
display set and selecting Edit from the shortcut menu. On the General tab of the Display Set
dialog box, click the Select button, and use the Add button or lookup field to add your forecast
group, staff group, or forecast group to the display set. The type of display set that you are
editing determines whether forecast groups, staff groups, or routing sets are available for
editing.
You can change the display set from within the intra-day performance forecast. While viewing
the Intra-Day Performance Detail form, select a forecast group, staff group, or routing set. (To
select a routing set, you must be in consolidated mode).Then, select View > Select Display Set
to choose which display set to use.
Special Options
Several options are available on the pop-up menu and the Special menu that let you do the
following:
Select View > Display Options to set options that control the behavior of the Intra-Day
Performance Detail form with respect to viewing, editing, and refreshing data. The most
common uses are switching from read-only to edit mode, as well as controlling how and often
to refresh statistics.
View more information about a particular column by right-clicking it and selecting Whats
This?
Edit the statistics or select Special > Reforecast to reforecast them.
Select View > Consolidated to switch to consolidated mode so you can view combined
statistics for selected groups (and optionally, side-by-side comparisons of their statistics).
For Allocate configurations, select Special > Allocate to allocate volumes or staffing
requirements.
Select Special > Calculate Skill-Based Statistics to calculate intra-day performance

statistics for staff groups that are part of a multiskill configuration.
Select Special > Net Calls to change the default setting for whether a staff group is to be
treated as staff adjustable or volume adjustable in the intra-day performance calculations.
Select File > Print to print or preview the intra-day performance data for the selected page of
statistics.
routing set or group selected in the tree.
Select Special > Links to access resources associated with this routing set and its forecast
groups and staff groups.
Note: Changes made to your intra-day performance forecast are not saved until you select File
> Save. Only one person at a time should be making changes to an intra-day
performance forecast.
User Guide
Group Relationships in an Intra-Day Performance Forecast

As Figure 12-9 illustrates, the tree on the left side of the Intra-Day Performance Detail form
shows both the routing relationships (forecast group to staff group) and the staff-allocation
relationships (parent staff group to child staff group).
routing set
One-to-one routing, as in a singleskill configuration.

Skill-based routing: SALES calls
can go to either staff group.
Forecast Group
Staff Group Priority
PROPTY
TRI
INCOME
MEM
SALES
NAS
SALES
MEM
allocation
parent
staff group:
Intra-Day Performance Detail

tree
TAX
child
staff groups:
NAS
NASBIL
NASENG
agents who handle

bilingual work
agents who handle

only English work
INCOME
MEM
PROPTY
TRI
Allocation
SALES
setup for child staff groups
MEM
NAS
NASENG
NASBIL
Receives staff allocation

Staff group:
NAS
Figure 12-9 Routing Relationships

The parts of this diagram are explained here:
routing set:
The associations between forecast groups and staff groups in the

routing set are displayed in the intra-day performance detail tree
hierarchically, with staff groups in the subordinate position.
allocation:
This diagram shows the relationship between the NAS parent staff
group and the NASBIL and NASENG child staff groups. Although these
child groups are not named in the routing set, they are displayed in the
intra-day performance detail tree, because their staffing requirements
are allocated from NAS.
setup for
child staff groups:
Using the Staff Group Definitions configuration module, you designate a

staff group as child group by checking the Receives Staff Allocation box
and selecting the parent staff group. The process is similar to setting up
a child forecast group to receive allocated contacts.
Intra-Day
Performance
Detail tree:
When you view the intra-day performance forecast, the tree shows the
associations between the forecast groups and staff groups included in
the routing set. Also included, at a subordinate level, are any child
groups that receive allocation from them.
In this example, the contacts for the INCOME forecast group are routed
only to the MEM staff group. Since MEM also handles contacts from the
SALES forecast group, it appears twice in the tree. The staffing
requirements for the NAS staff group are allocated to its two child
groups, NASENG and NASBIL.
Allocating Staff
To allocate staff for an intra-day performance forecast:
In the navigation bar, select Tracking > View Intra-Day Performance.
Select File > Open > View Intra-Day Performance.
The View Intra-Day Performance view appears.

2. In the view pane, right-click a forecast and select Edit.
3. Complete the fields and click OK.
The Intra-Day Performance Detail form appears for the forecast you selected.
4. To make the forecast editable, select View > Display Options and clear the Statistics Are
Read-Only check box.
5. Click OK.
6. In the view pane, right-click the forecast and select Allocate. The Allocate dialog box
appears.
7. Select the groups whose intra-day performance statistics you want to allocate. The IntraDay Performance Detail form appears.
8. To specify the time range to allocate, select the Range tab.
9. View the statistics allocated to the child groups.
You can also allocate intra-day performance on the main Intra-Day Performance view by rightclicking the intra-day performance forecast you want to allocate and selecting Allocate. The
Allocate dialog box that appears does not include the Range page; this method allocates the
entire time range of the selected intra-day performance forecast.
Tips for Viewing and Editing an Intra-Day Performance Forecast

When viewing or editing an intra-day performance forecast, keep the following points in mind:
User Guide
Periods outside of a groups operating hours appear with a gray background (even if you
defined display colors for the column) and do not contain data.
Periods within a groups operating hours that do not contain data appear as blank. This might
mean that ACD data has not been received for that period. Or, if you have a multiskill
configuration, you might need to select the Calculate Skill-Based Statistics option to
recalculate your statistics.
A period with a zero indicates that the value for this period is zero.
If you defined display colors for a column and a threshold set violation occurs in any period
within the column, the display colors associated with the threshold set appear for that period
instead of the column display colors.
Multiple users can view the same intra-day performance forecast; however, Aspect
recommends that only one user at a time be making changes to it.
When you manually edit a field, all columns are recalculated as soon as your cursor leaves
that field. If you have a multiskill configuration, you need to select the Calculate Skill-Based
Statistics option.
Any manual changes made to an intra-day performance forecast are not saved until you
select the File > Save option. When you save, an automatic refresh occurs.
Before using the Reforecast, Allocate, or Restore Original Forecast options, Aspect
recommends that you save any valid changes you already made. If you are not satisfied with
the results, you can select the Revert option to restore your saved data.
If there are zeroes in the Scheduled column, be sure that official schedules exist for the date
you are viewing. You can check this by opening Official Segment Worksheet and retrieving
all schedules for that date.
If you are not sure whether you are viewing the most recent statistics, select Display Options
to check your Refresh Statistics setting. If On Demand is selected, you must select the
Refresh option each time you want to view the most recent data.
Using Net Calls and Required Calls Statistics

After you have completed the setup tasks described in Setup for Net Calls and Required Calls
on page 9-37, you can view net calls and required calls, by period, for each forecast group in a
routing set. These statistics enable you to make quick decisions about how many contacts need
to be outsourced or in-sourced during the day to maintain service quality. (See also Using Net
Calls and Required Calls Statistics on page 9-36 for more information about these statistics.)
To use net calls or required calls in an intra-day performance forecast:
1. When viewing an intra-day performance forecast, override the default staff group types
(volume adjustable or staff-adjustable) as needed:
On the Intra-Day Performance Detail form, select Special > Net Calls to open the Net Calls
dialog box. There you can revise the selection of volume-adjustable staff groups.
2. View the resulting changes in the intra-day performance forecast:
If you have a single-skill configuration, the statistics related to net calls and required calls
are visible immediately.
If you have a multiskill configuration, select the Special > Calculate Statistics option to
view the updated statistics.
Using Staffing Overrides
Using Staffing Overrides

In certain instances, you might want to use a staffing override when creating intra-day
performance. A staffing override is useful in a multiskill configuration when the required number
of staff for a staff group must be restricted to the number of agents available. For example, if a
bilingual staff group has only ten employees, its staff requirement must be no more than ten.
When you create an intra-day performance forecast for this staff group, you select an override
set to bypass the normal staffing requirements calculation.
Staffing overrides can be used in the following cases:
If the staff group is not a child staff group
If the staff group is part of a single-skill configuration and its associated forecast group is not
a child forecast group
When a staffing override is used, the staff groups Original Required and Revised Required
statistics come from the staffing override; they are not calculated from the forecast contacts,
forecast AHT, or service quality goal.
Tracking Intra-Day Performance for a Multiskill Routing Set

For a multiskill routing set, the process of calculating, displaying, and interpreting intra-day
performance information is more complex than that of a single-skill routing set. This is because
of the complexity of calculating required staff for each staff group. Not only does the process
take longer, but there can be many answers; especially since each staff groups requirement is
affected by the number of scheduled staff available for that group, as well as for the other staff
groups associated with it (those associated with the same forecast group).
When you view intra-day performance detail for a multiskilled routing set, the statistics for
required staff and others that depend on it (such as net staff) are initially empty. Aspect
Workforce Management does not automatically calculate or save these statistics, for two
reasons:
The calculation of required staff for each period depends on the current tally of scheduled
staff, a number that can change between sessions and while you are viewing the data.
Executing the calculation routines automatically for all associated staff groups and periods
takes time; Aspect Workforce Management lets you to decide when it should be done. For
example, you might be interested only in contact statistics at the moment.
To view statistics that involve required staff, you select Special > Calculate Skill-Based
Statistics and specify the time range for which you want the calculations done.
As with the method used by the scheduling process, calculating skill-based statistics involves
two processes: a skill-based routing simulator and a multiskill staffing calculator. The simulator,
using the routing set, the forecast workloads, and the current schedule tally as its main inputs,
simulates individual contacts and agent behaviors to arrive at reliable estimates for expected
service quality. Based on these service quality estimates, the multiskill calculator calculates the
staff required for each group.
User Guide
Interpreting Skill-Based Statistics

After calculating statistics, the quickest way to determine where overstaffing or understaffing
may be occurring is to view the estimated service quality for each forecast group. If the service
quality numbers are better or worse, you can focus on the net staffing statistics for the staff
groups that are associated with those forecast groups.
Before clicking OK to start a simulation, you can also select the Calculate and View option to
view the collected interaction statistics afterwards. Those statistics provide insight into how
required-staff values were distributed through the routing set in each period. The displayed
staffing numbers represent FTEs, either as tallies or as percentages, for each period in which
there were offered or handled contacts in the simulation.
There are two main layouts, or ways of viewing the interaction statistics:
Arrival Interaction: For each forecast group, shows how the requirements were distributed
among staff groups.
Handled Interaction: For each staff group, shows how the requirements were distributed
among forecast groups.
For both layouts, you can view statistics in summary mode or detailed mode, which shows the
same statistics by offset. An offset is the elapsed time or number of periods from when a contact
arrived to when it was handled. The offsets that appear in the grid for a given arrival or handled
periodas well as how the contacts were distributed among those offsetscan provide useful
information about the simulated interactions. Detailed mode is especially useful when forecast
groups have contacts with long service delays.
Making Changes
Remember that a given staff groups net staffing statistics are useful only when you also
consider the statistics for the other staff groups that are affected (by virtue of being associated
with the same forecast groups). Any change you make to scheduled staff can change the
effectiveness of the other staff groups schedules in unforeseeable ways. You might find that the
only reliable way to bring the service quality closer to the goal is to correct the reported overand understaffing for each of the related staff groups.
If such corrections are not feasible, given the staff resources available, try to match the indicated
corrections as closely as possible. Aspect recommends that you first test your planned changes
by entering staff adjustments and selecting the Calculate Skill-Based Statistics option again to
evaluate the results (which will include revised staffing requirements). If the service quality
numbers are satisfactory, you can delete the staff adjustments and make the appropriate official
schedule changes.
Intra-Day Performance Forecasting for Long Service Delays

Intra-day performance forecasting can take into account not only telephone calls, but also
contacts with long service delays, such as e-mails and other kinds of messages. Aspect
Workforce Management can model contacts that take as long as 48 hours to be answered, and
your service quality goal for those contacts can be any delay within that period.
To take advantage of this feature, you need to complete some special steps in setting up,
creating, and viewing intra-day performance forecasts:
Intra-Day Performance Forecasting for Long Service Delays
Because service quality goals are specific to individual forecast groups, you must designate
one or more forecast groups as consisting entirely of message contacts. To do this, use the
Forecast Group Definitions configuration module to edit the forecast group and set the
Service Quality Calculation options appropriately, including the initial queue size (number of
contacts already waiting at the start of a calculation).
To create a basis for forecasting workload, you need to either create volume and AHT
override sets or set up an ACD interface to collect historical data.
To specify the service quality goal for the forecast group, edit the forecasting scenario, as
usual. Enter the acceptable delay in hours or minutes, depending on which unit of measure
you selected when setting up this group.
For viewing intra-day performance detail, you need to create a display set in which the
service delay statistics are displayed in hours or minutes instead of seconds. You can
duplicate an existing display set and replace the seconds columns with the appropriate
equivalents.
For forecast groups with long service delays, contacts that are not answered in the same
period in which they arrive will overflow to the next period, and will continue to do so until
they are answered. When creating the intra-day performance forecast, be sure to specify a
time range of midnight to midnight. This is necessary because the calculation of service
quality, required staff, and related statistics (such as net staff) for a given period needs to be
able to look ahead to future periods to determine when the contacts will be handled by
agents. For best results, always create an extra day of data; the calculation will look ahead
as far as 48 hours if the data has been created for all of those periods.
When you view intra-day performance detail for a single-skilled routing set, the statistics for
service quality, required staff, and related statistics are initially empty. Aspect Workforce
Management does not automatically calculate or save these statistics. Instead, you must
select Special > Calculate Service Quality, which uses a simulator to calculate the
statistics. For multiskill routing sets, this same calculation occurs when you use Special >
Calculate Skill-Based Statistics.
Columns for Long Service Delays

For forecast groups with long service delays (where contacts are e-mail or other types of
messages), you can create a display set in which the service delay statistics are displayed in
hours or minutes instead of seconds. Use Table 12-10 as a guide in selecting the appropriate
column.
Table 12-10 Columns for Long Service Delays
User Guide
Description
Seconds
Minutes
Hours
Actual Calculated Average Delay 1
ADELAY J SEC
ADELAY J MIN
ADELAY J HR
Actual Calculated Average Delay 2
ADELAY SEC
ADELAY MIN
ADELAY HR
Actual Average Delay
DELAY-ACDSEC
DELAY-ACDMIN
DELAY-ACDHR
Average Delay Goal
DELAYGOALSEC
DELAYGOALMIN
DELAYGOALHR
Original Calculated Average Delay
ODELAYSEC
ODELAYMIN
ODELAYHR
Table 12-10 Columns for Long Service Delays (continued)

Description
Seconds
Minutes
Hours
Revised Calculated Average Delay 1
RDELAY J SEC
RDELAY J MIN
RDELAY J HR
Revised Calculated Average Delay 2
RDELAY SEC
RDELAY MIN
RDELAY HR
Service Level Goal
SLGOALSEC
SLGOALMIN
SLGOALHR
Adjusting Staff in Intra-Day Performance

A useful feature of intra-day performance forecasting is that it helps you make last-minute
staffing decisions, even as the day progresses. Rarely does a day unfold exactly as the official
segments would indicate. Because of randomly fluctuating contact volumes and unplanned
activities, some periods will probably be overstaffed or understaffed to some extent. With the
staff adjustment feature, you can evaluate the effects of increasing or decreasing the number of
employees available to answer contacts during any period or periods of the day.
Entering Staff Adjustments

You can adjust the scheduled staff in specific periods by adding or subtracting fixed amounts or
by applying positive or negative percentages. You can even enter both types of adjustments for
the same period. In that case, the absolute adjustment for the period is applied to the original
schedule tally; then the percentage adjustment is applied to that adjusted schedule tally.
Staff adjustments are stored in sets, each of which applies to particular staff group whenever
that staff group is part of the routing set you use for intra-day-performance. You can create more
than one set of adjustments for the same staff group. In that case, the absolute adjustments are
summed for each period and then the percentages are applied. This flexibility lets you account
for different factors that influence staffing levels.
In an Allocate configuration, you can enter staff adjustments only for child staff groups, because
a parent staff group does not have employees associated with it (its staffing requirements are
allocated to its child groups).
To enter staff adjustments:
In the navigation bar, select Tracking > Performance > Staff Adjustments.
Select File > Open > Staff Adjustments.
2. When the Staff Adjustments view appears, use the options on the pop-up menu to add, edit,
and delete staff adjustment sets.
When entering staff adjustments, use positive amounts or percentages to increase staff; enter
negative values (-) to decrease staff:
By entering fixed amounts, you adjust the scheduled staff in each selected period by a
specific number of employees. A positive number is added to the scheduled staff in each
period, while a negative number (such as -4) is subtracted from the scheduled staff.
Viewing Intra-Day Performance Properties
By entering percentages, you adjust the scheduled staff in each selected period by a certain
percentage. A positive percentage increases the scheduled staff in each period, while a
negative percentage (such as -25) decreases the scheduled staff. Each adjustment is made
by multiplying the original number by the specified percentage and adding the result to the
original number. For example:
Original # of Staff
Adjust by %
Final Result (Staff)
10
100
10+10 = 20
10
200
10+20 = 30
10
-50
10 -5 = 5
Viewing the Results of Staff Adjustments

You can evaluate the results of staff adjustments by viewing certain columns in the Intra-Day
Performance Detail form. These are the columns specifically designated for showing information
based on the adjusted schedule tally. By comparing the columns with adjustments against those
without adjustments, you can determine the appropriate number of scheduled staff to add (or
remove).
For a staff group set up for conventional (single-skill) routing, the recalculated statistics are
displayed as soon as the intra-day performance information has been refreshed. For staff
groups involved in skill-based routing, you must select Special > Calculate Skill-Based
Statistics to see the results.
Deleting Adjustments after Making Schedule Changes

If you change your official schedules based on the information you get from entering staff
adjustments, be sure to delete those staff adjustments after entering the official segment
information. For example, knowing that about 5% of your staff will call in sick each day, you
might enter negative staff adjustments to plan for this (since you do not know who the
employees will be). However, once the absentees are known and you have entered official
segments to account for them, you need to delete the corresponding adjustments so that the
statistics based on scheduled staff will be correct.
Viewing Intra-Day Performance Properties

The Properties dialog box displays additional information about the selected intra-day
performance forecast, including the forecast group and staff group assumptions used, and
information about when, and by whom, certain actions were performed.
To display this dialog box, select Special > Properties, either from the list on the Intra-Day
Performance view or from the Intra-Day Performance Detail form. Regardless of which window
or which group you are viewing when you select this option, the Properties dialog box always
includes information for the entire routing set.
User Guide
Reforecasting Intra-Day-Performance Statistics

As the day progresses and the actual situation unfolds in your contact center, the calculations in
your intra-day performance forecast are refreshed to reflect the latest actual data. Based on this
actual data, or on a specified percentage adjustment, you can use Special > Reforecast to
revise the forecast volume or AHT statistics for the remainder of the day.
The two methods work as follows:
Difference between actual and forecastThe existing forecast volume or AHT in each
selected period (Revised column) is multiplied by the average percentage difference
between the actual and forecast values.
User-defined percentage adjustmentThe existing forecast volume or AHT in each

selected period is multiplied by the percentage you specify.
The first method (the default) gives reliable predictions for most situations. The user-defined
percentage adjustment, lets you reforecast based on other information. For example, you might
know about an unusual change in contact volume or AHT that is going to occur at a certain time
of day, and Aspect Workforce Management has no other way to take this into account.
If you decide to reforecast, keep the following points in mind:
You can reforecast only for the current period and future periods
It is best to wait until you have received enough actual data to develop a reliable trend
You should exclude any periods that are statistical extremes by marking them in the Exclude
column
Viewing Intra-Day Performance in Consolidated Mode

Viewing intra-day performance detail in consolidated mode shows you combined statistics for
more than one forecast group or staff group. For example, the sum of the Revised Forecast
Volumes in each period can be displayed for selected forecast groups. This is particularly useful
in an Allocate configuration when you want to see information from the standpoint of the parent
group or central site. (Since different groups can be in different time zones, all consolidated
statistics are displayed using the time zone of your workstation.)
When you switch to consolidated mode, a check box appears next to each group in the tree on
the left. The checked boxes indicate which groups are included in the consolidation. You can
clear a check box to remove that group's statistics from the consolidation, and the data in the
columns changes accordingly.
As long as the Intra-Day Performance Detail form is open, you can switch in and out of
consolidated mode, and the software remembers your consolidated selections.
The columns you see in consolidated mode are determined by the consolidated display set you
assigned to the selected routing set. Those statistics are consolidated using either a simple sum
or a weighted average, depending on the column.
In consolidated mode, you can view a side-by-side comparison of the individual statistics for the
selected groups by selecting View > Comparison.
How Thresholds Are Used
Consolidated mode is for viewing data, so you cannot edit or reforecast. In addition, threshold
sets are not used.
How Thresholds Are Used

In an intra-day performance forecast, certain columns are associated with threshold sets to
identify statistics that fall outside of a user-defined range. When a value falls outside of the
acceptable range, a specific column is highlighted using a color you selected. There are several
predefined types of thresholds that compare one column to another. The columns to be
compared are fixed, but the specific threshold values are your choice.
Associating Columns with a Threshold Type

Depending on which columns you included in your display set, you might see only the
highlighted column, not the columns being compared. For example, you might see the Net
column highlighted even though the columns being compared (Scheduled and Required) are
not in the display set. You might find it useful to use a display set that includes all the columns
associated with a given threshold type so you can evaluate all of the numbers involved.
Thresholds and the Statistics to Which They Apply

In the following tables, the Default Title column lists the default titles that appear in Aspect
Workforce Management for the various statistics.
Table 12-11 describes the thresholds and statistics for forecast groups.
Table 12-11 Forecast Group Thresholds and Statistics
User Guide
Default Title
Description
AHT
This threshold compares the Actual AHT (AAHT) to the Revised Forecast
AHT (RAHT). The Actual AHT is highlighted if it differs from the Revised
AHT by more than the specified threshold percentage.
Volume
This threshold compares the actual number of contacts offered (ANCO) to

the forecast number of contacts offered (RVOL). The Actual Number of
Contacts Offered is highlighted if it differs from the forecast number of
contacts offered by more than the specified threshold percentage.
Table 12-11 Forecast Group Thresholds and Statistics (continued)

Default Title
Description
Required vs. Scheduled
This threshold is used to compare the following pairs of statistics:
FGONET: Forecast Groups Original Scheduled Without Unproductive to

Forecast Groups Original Required Without Unproductive.
FGRNET J: Forecast Groups Revised Scheduled With Staff

Adjustments And Without Unproductive to Forecast Groups Revised
Required Without Unproductive.
FGRNET: Forecast Groups Revised Scheduled Without Staff

Adjustments And Without Unproductive to Forecast Groups Revised
Required Without Unproductive.
FGANET J: Forecast Groups Actual Scheduled With Staff Adjustments

And Without Unproductive to Forecast Groups Actual Required Without
Unproductive.
FGANET: Forecast Groups Actual Scheduled Without Staff Adjustments

And Unproductive to Forecast Groups Actual Required Without
Unproductive.
In these statistics, the NET column is highlighted if statistics fall outside of

the threshold.
Described in the following table are the thresholds and statistics for staff groups.
Table 12-12 Staff Groups Thresholds and Statistics
Default Title
Description
Required vs. Scheduled
This threshold compares the following pairs of statistics:
SGONET: Staff Groups Original Scheduled to Staff Groups

Original Required Without Staff Adjustments And With
Unproductive.
SGRNET J: Staff Groups Revised Scheduled With Staff

Adjustments to Staff Groups Revised Required With Staff
Adjustments And Unproductive.
SGRNET: Staff Groups Revised Scheduled Without Staff

Adjustments to Staff Groups Revised Required Without Staff
Adjustments And With Unproductive.
SGANET J: Staff Groups Revised Scheduled With Staff

Adjustments to Staff Groups Actual Required With Staff
Adjustments And Unproductive.
SGANET: Staff Groups Revised Scheduled Without Staff

Adjustments to Staff Groups Actual Required Without Staff
Adjustments And With Unproductive.
In these statistics, the NET column is highlighted if statistics fall

outside of the threshold.
Intra-Day Performance Reports
Table 12-12 Staff Groups Thresholds and Statistics (continued)

Default Title
Description
Actual vs. Required
OREQDEV: Actual Positions Staffed to Staff Groups Original

Required Without Staff Adjustments And Unproductive.
RREQDEV1: Actual Positions Staffed to Staff Groups Revised

Required With Staff Adjustments And Without Unproductive.
RREQDEV2: Actual Positions Staffed to Staff Groups Revised

AREQDEV1: Actual Positions Staffed to Staff Groups Actual

Required With Staff Adjustments And Without Unproductive.
AREQDEV2: Actual Positions Staffed to Staff Groups Actual

In these statistics, the DEV column is highlighted if statistics fall

Actual vs. Scheduled
SCHDEV1: Actual Positions Staffed to Staff Groups Original

Scheduled.
SCHDEV2: Actual Positions Staffed to Staff Groups Revised

Scheduled With Staff Adjustments.
SCHDEV3: Actual Positions Staffed to Staff Groups Revised

Scheduled Without Staff Adjustments.
In these statistics, the DEV column is highlighted if statistics fall

Intra-Day Performance Reports

Using Intra-Day Performance module, you have the option to generate intra-day performance
reports for a range of dates and times. The Intra-Day Performance module provides reports to
help you manage and check intra-day performance data. Each report has the same detail as the
current display and reflects the current mode: normal, consolidated, or comparison.
To run a report:
1. From the Intra-Day Performance view, double-click the intra-day performance forecast to
open the Intra-Day Performance Detail form.
2. In the directory tree, select the forecast group or staff group with the report to print.
Or, switch to consolidated mode and select the groups to consolidate.
3. Select the tab (page) of statistics to print.
4. Click the Print icon, or select File > Print.
When using the Comparison option, you run the report by clicking the Print button on the IntraDay Performance Comparison dialog box.
The Intra-Day Performance Reports modules provides additional intra-day performance reports.
They give you the option to generate intra-day performance reports for a range of dates and
timesa feature not available in the Intra-Day Performance module. Generating intra-day
User Guide
performance reports this way also lets you print intra-day performance forecasts without having
to open an intra-day performance forecast.
Using Multidimensional Intra-Day Performance

The Multidimensional Intra-Day Performance module lets you open a customizable window to
view and manipulate intra-day performance statistics for multiple dates and multiple forecast
groups or staff groups.
To use this module, you must first define one or more forecast group sets or staff group sets
(see Creating Forecast Group and Staff Group Sets on page 3-46). It is also useful to configure
a display set especially for this module, containing only the intra-day performance fields you
want to view.
Multidimensional Intra-Day Performance uses the consolidated-mode calculation.
To view multidimensional intra-day performance:
1. Ensure that you have already created the intra-day performance forecasts for the groups and
dates you want to view.
In the navigation pane, select Tracking > Performance > Multidimensional Intra-Day
Performance.
Select File > Open > Multidimensional Intra-Day Performance.
Either method opens the Multidimensional Intra-Day Performance view.

3. Select a forecast group set or staff group set.
4. Specify the range of dates to display and (optionally) the days of the week.
5. Specify the time range to display for each date (if other than midnight to midnight, the
default).
6. Specify the display set and display set tab to use.
7. Click Open to open the Multidimensional Intra-Day Performance window.
Multidimensional Intra-Day Performance Window

This window shows summary and detail intra-day performance statistics and charts for the
selected dates and forecast group or staff group set. By dragging and dropping the fields located
above the grid, you can rearrange the statistics and group them to suit your immediate needs.
The main part of this window is a pivot table grid, which lets you view groups of data in different
directions and at different levels of detail.
Use the following options to view statistics of interest:
To expand a column group, click the Expand button next to its heading.
To filter by a particular field, click its drop-down button and deselect the values you want to
filter out.
Using Multidimensional Intra-Day Performance
To see which individual intra-day performance forecasts are represented by the cells you
have selected in the grid, select View > Drill Down or click its toolbar button.
To view individual intra-day performance forecasts for the cells you have selected in the
grid, select Special > Intra-Day Performance or click its toolbar button. This opens the
Open dialog box, where select those you want to view.
Chart Options
The chart pane at the bottom of the Multidimensional Intra-Day Performance window displays a
dynamic chart of the filtered data you have selected in the grid. The statistics are details or
summaries, depending on which cells are selected. You can customize the chart as follows:
To chart all available data regardless of what is selected in the grid, select View > Chart
All or click its toolbar button. You can cancel this setting by selecting this option again.
To reverse the X and Y axes of the chart, select View > Chart By Column or click its
toolbar button. You can cancel this setting by selecting this option again.
In the chart pane itself, you can do the following:
User Guide
Change the chart type by clicking the link in the upper right corner of the pane.
Right-click and select Show In Window to detach the chart from the Multidimensional IntraDay Performance window.
Rearranging the Statistics

The fields available for display and filtering are those named in the display set you selected. By
dragging and dropping these fields in different sections of this window, you control the content
and structure of the grid. Figure 12-10 shows the window sections.
Data button
Filter section
Data
section
field
field
field
field
Row
section
field
field
field
field
group heading
column
column
Column section
Data
group heading
column
column
row headings
statistics
Grand Total
column totals
Grand Total
column
column
row totals
Figure 12-10 Main Components of Multidimensional Intra-Day Performance Window

The following descriptions explain how each section works:
Filter section:
Fields in this section are not displayed in the grid, but you can use them to
filter data.
Column section: The values of fields in this section serve as headings for column groups. Their
order determines the grouping hierarchy, with the leftmost group being the
highest level.
Data section:
The values of these fields are displayed in the body of the grid (the lowest
level of the column hierarchy). Their order determines the order of the
columns. You can sort by these fields by clicking their labels.
Row section:
The values of these fields serve as row headings. You can drop more than
one field here to create grouped rows (again, their order determines the
hierarchy). You can sort by these fields by clicking their labels.
There are restrictions on which fields you can move to which sections. You cannot move an
intra-day performance statistic (such as Net) to the row section or column section. Likewise, you
cannot move the other fields (such as Time Period) to the Data section.
Analyzing Staff Shrinkage
The location of the Data button determines whether the fields in the Data section are displayed
as columns (the default setting) or rows. Dragging this button from the Column section to the
Row section reverses this setting.
Other options
To hide a field, right-click the grid and select Layout > Field List to open the Fields dialog box.
Then drag and drop the field in the blank space provided. (You can also move fields using
this dialog box.)
To view information about how a statistic is calculated, right click that column in the grid and
select What's This? on the popup menu.
To control how statistics are updated, select View > Display Options and set your
preference on the Display Options dialog box.
forecast groups or staff groups selected for this session.
Select Special > Links to access resources associated with the groups in the forecast group
set or staff group set.
You can temporarily change your time zone to display the data as if you were in a different
time zone: on the toolbar, click the lookup button next to the displayed time zone.
Analyzing Staff Shrinkage

The Shrinkage Analysis module lets you view calculated shrinkage statistics and charts for
selected staff groups and shrinkage categories within a specified date range. Each analysis
uses a pivot table grid with which you can view the aggregated results of shrinkage calculations
from different angles and at different levels of detail. You can rearrange the statistics and group
them to suit your immediate needs. You also have options for charting the data.
The calculations used in an analysis are based on tallied superstate hours for specific staff
groups and shrinkage categories. Using the Shrinkage Calculation module (Configuration >
Scheduling), you configure a calculation for each staff-group / shrinkage-category pair that you
want to include in shrinkage analyses. Each calculation is a division of one superstate tally by
another, where the numerator represents shrinkage time and the denominator represents
normal time. For example, to calculate shrinkage for paid vacation time, you divide a paidvacation superstate by a normal-pay superstate.
Running a Shrinkage Analysis

1. Use one of the following methods to open the Shrinkage Analysis module:
In the navigation pane, select Tracking > Shrinkage Analysis.
Select File > Open > Shrinkage Analysis.
Either method opens the Shrinkage Analysis view.
User Guide
2. Using the Select buttons, select the staff groups and the shrinkage categories to include.
Both buttons open the common Select dialog box, where you make the selections.
3. In the From and To fields, enter the date/time range of the superstate data to use in the
calculations.
4. Click Open to open the Shrinkage Analysis window.
Shrinkage Analysis Window

The main part of this window is a pivot table grid, which lets you view the aggregated results of
shrinkage calculations from different angles and at different levels of detail. By dragging and
dropping the fields located above the grid, you can rearrange the statistics and group them to
suit your immediate needs. You also have options for charting the data. For more information
about arranging and charting a pivot-table grid, see Multidimensional Intra-Day Performance
Window on page 12-74.
Only the Percent, Shrinkage, and Scheduled fields are allowed in the Data area of the pivot grid;
and these fields are restricted to the Data and Filter areas. The other fields are restricted to the
Row, Column, and Filter areas.
Use the following options to view statistics of interest:
To expand a column group or row group, click the Expand button next to its heading.
To filter by a particular field, click its drop-down button and deselect the values you want to
filter out.
To see the intra-day data represented by the cells you have selected in the grid, select
View > Drill Down or click its toolbar button. This opens the Drill Down dialog box
Dates and times of day are based on your currently selected time zone. Using the toolbar
button, you can temporarily change your time zone to display the data as if you were in a
different time zone.
Defining Intra-day Time Spans

An intra-day span is a range of several periods that you can analyze as if it were a single period.
For example, you might want to calculate the shrinkages for midnight to 4:00 a.m. as one span
and the shrinkages for 4:00 a.m. to noon as another.
The Period field is what you use to filter or view statistics for individual periods (forecast units).
The Intra-Day Span field is what you use to view or filter that same data calculated for the spans
you have defined.
On the View menu, select Intra-Day Spans. The Intra-Day Spans dialog box opens, where you
select the times you want to use as boundaries to divide the day into spans.
To view the statistics for the spans you have defined, move the Intra-Day Span field to the Row
area or Column area. You should either move the Period field to the Filter area or make it
subordinate to the Intra-Day Span field.
Tracking Back-Office Performance
Tracking Back-Office Performance

The Back-Office Performance module lets you create and edit back-office performance (BOP)
forecasts. A BOP forecast enables you to forecast and track the flow of back-office work for
forecast groups and staff groups that are associated in a routing set you have created for this
purpose.
Staffing and task handling statistics are based on the forecasted workload and the official
schedules of the employees who do the work. You can also calculate target staff hours to
identify any staff adjustments needed to keep employees fully utilized and ensure that work is
handled within service goals.
To create a performance forecast:
1. Open the module, or select Tracking > Performance > Back-Office Performance.
This displays the Back-Office Performance view, which lists the performance forecasts you
have already created.
2. Select Edit > Add to open the Create Back-Office Performance dialog box.
3. Select the routing set for which you want to analyze performance.
If you want to create forecast periods now, click the Add Periods button to open the Edit
Periods dialog box. When you are finished adding periods, click OK to return to the Create
Back-Office Performance dialog box.
4. Click OK to save the forecast and open its Back-Office Performance Detail form.
Note: In your own work center, back-office tasks might arrive at any time during a period; BackOffice Performance, however, assumes that all tasks are available at the beginning of a
period. If your tasks arrive throughout a period, you can model this behavior by setting
the period's earliest start time to the next period, or later.
For detailed information about using the new Back-Office Performance feature, see the online
Help.
Importing Data for Back-Office Performance Forecasts

You can import two types of dataOutstanding Tasks, and Interactionsinto Aspect Workforce
Management for use in Back-Office Performance (BOP) forecasts. For both types of data, an
AutoRun job is available to import the data:
Import Actual Outstanding Tasks (that is, actual backlogs)
Import Actual Interactions
In addition, Outstanding Tasks data can be imported directly from the Back-Office Performance
module using an option on the Special menu. By importing the data, you can automatically
populate outstanding task values in a back-office performance forecast that you are editing,
instead of typing the values one by one.
Note: Data imported directly into a back-office performance forecast can be viewed only
through the Back-Office Performance module. By contrast, data from an ACD report is
available for use in forecasting, scheduling, and tracking modules throughout Aspect
Workforce Management.
User Guide
The ability to import data for back-office performance forecasts is useful if you have developed
an external application that captures Outstanding Tasks and Interactions and generates XML
output files that adhere to the required schema.
For more information about importing data for back-office performance forecasts, see the
Aspect Workforce Management Data Interface Specifications Guide. The guide provides the
required schema for importing both types of data (that is, Outstanding Tasks, and Interactions).
In addition, the guide provides sample XML for each schema.
Using the Segment Import Feature

Using Official Segment Worksheet, you can import new segments, segment changes, and
segment deletions from a specially formatted text file you have created outside of Aspect
Workforce Management. If the imported segment information is valid and in the proper format,
the import process creates corresponding Add, Change, or Delete entries in the worksheet,
where you can review them save them to the Aspect Workforce Management database.
To import official segments:
1. Create the file to be imported, ensuring that it contains only ASCII text in the required CSV
format (described followng this procedure).
2. Open the Official Segment Worksheet module.
If Segment Worksheet is already open, clear any records that still remain.
3. Select Import Segments on the Special menu. The Import Segments dialog box opens.
4. Provide the filename of the import file and set the options (time zone and memo handling) as
needed. Then click OK.
5. Review the imported records in the worksheet, make changes as needed, and save the
results.
Before creating records in the worksheet, the import process reads the entire import file to
validate the data. If an error is detected, a message is displayed, and no records are created.
You can then use the Event Viewer module to view the error details (grouped under TCS >
SEGMENT IMPORT and listed by import filename). For descriptions of the possible error
messages, see About the Validation Process on page 12-82.
Required Format for Segment Import Files

Segment Worksheets Import Segments option expects the import file to be in a specific format.
The segment data must be in a comma-separated-value (CSV) text file, with each field delimited
by a comma and each record terminated by a CR/LF (carriage return and line feed). Many
applications, such as spreadsheet programs, can save data in CSV format.
Each import record must have values or placeholders (commas with no characters or spaces in
between) for the following fields, in this order:
record type,employee ID,segment code,nominal date,start date,start time,duration,memo
Note: If a value contains one or more spaces, you must enclose it in quotation marks. This rule
applies to employee IDs and segment codes (but not memos).
Table 12-13 further describes the import fields. Unless otherwise noted, all fields are required:
Table 12-13 Fields for Importing Official Segments
Field
Description
record type
Indicates the purpose of the segment information in this record: that is, the action
to perform relative to the Aspect Workforce Management database. Must be one of
the following two-digit numbers:
00: Insert (the record describes a new segment to be added to the database).
10: Update from (the record describes an existing segment to be updated).
11: Update to (the record provides the new information for a segment to be
updated).
20: Delete (the record describes the existing segment to be deleted).
There must always be a type-11 record following each type-10 record, and a type10 record preceding each type 11 record.
employee ID
The employee ID to assign to the segment. This value must already exist in the
database.
segment code
The code of the segment to import. This code must already exist in the database.
nominal date
The nominal date for the segment. Its format must match the short date style on
the workstation where the import process is to be executed (as defined in Windows
Regional Settings).
start date
The actual date on which a detail segment starts. The format must match the short
date style on the workstation where the import process is to be executed. This field
must be blank for a general segment.
start time
The time of day at which a detail segment starts. The time must be in 24-hour
format, either hhmm or hh:mm, and must not be greater than 23:59. This field must
be blank for a general segment.
duration
The duration of a detail segment. The duration can be in either hhmm or hh:mm
format and must not be greater than 23:59. This field must be blank for a general
segment.
memo
This field can contain text for the segment memo. As many as 255 characters are
allowed.
If the record type is 00 (insert) and the specified segment code has been
configured to require a memo, this field is required.
If the record type is 11 (update to) and this field contains text, the text either will be
appended to the segments current memo or will replace the current memo,
according to the users choice at run time. If the record type is 11 and this field is
blank, the segments current memo will remain as is.
Additional Notes
User Guide
If the import process encounters empty values for start date, start time, and duration, it
assumes that the record refers to a general segment.
You cannot use update records (record types 10 and 11) to change a detail segment to a
general segment, or vice versa. You must delete the original segment and then add a new
segment of the other type.
A value that is longer than expected is truncated to its maximum allowable length without
notice.
Sample Import Records

The following records illustrate Change, Delete, and Add transactions. Note that the last record
inserts a general segment:
10,11111,LUNCH,1/14/2011,1/14/2011,22:30,00:30,
11,11111,LUNCH,1/14/2011,1/14/2011,22:00,00:30,New start time
20,22222,BRKLST,12/14/2010,12/15/2010,22:15,00:15,
00,A3701,MTNG,12/14/2010,12/15/2011,09:00,01:030,Team
00,33-999,"Ext. Training",04/15/2011,,,,General segment
About the Validation Process

The import process reads and validates each incoming record in the entire file. Some errors
prevent the detection of other errors, so correcting errors in one import attempt might not
prevent errors on the next attempt.
The process proceeds as follows:
If the file contains no errors, the import process retrieves the data from the file and imports it
to the Segment Worksheet form.
If the file contains errors, Aspect Workforce Management writes the errors to the Event Log,
displays a message stating that it detected invalid records, and cancels the entire operation.
If there are errors in the file, use the Event Viewer module to view the details; then make the
necessary changes to the file and try to import it again.
In the event record, each error message begins with line number on which the error exists and
generally includes information in addition to the message. For example, the following message
includes the staff group, schedule set, and sequence number:
Line # 9 - Employee ID:
2020 - ERROR - Import file: Invalid START_DATE.
Table 12-14 lists the possible error messages and explains what they mean.
Table 12-14 Error Messages for Importing Official Schedules
Message
Explanation
10 record without following 11 record.
The record type is update from (10), but there is no

matching update to (11) record that follows it.
11 record without preceding 10 record.
The record type is update to (11), but there is no matching

update from (10) record that precedes it.
Too few fields in input file.
The record does not have the required number of comma

separators.
Field fieldname not found.
The fieldname field is required but its value is blank or does

not match an entity in the database.
Table 12-14 Error Messages for Importing Official Schedules

Message
Explanation
Invalid fieldname.
The value for fieldname is not in the expected format or

contains prohibited characters. This can be caused by an
unenclosed space in a previous field.
Cannot convert general segment to

detail segment.
This type-10 record contains a general segment (no start

date, start time, or duration), but the type-11 record
following it contains a detail segment.
beginning.
Cannot convert detail segment to

general segment.
This type-10 record contains a detail segment, but the type11 record following it contains a general segment (no start
date, start time, or duration).
beginning.
The specific field referred to in an error message can be one of the following:
DURATION:
Segments duration
MEMO
Segments memo field
NOM_DATE:
Segments nominal date
REC_TYPE:
Import record type (such as 00 for insertion)
SEG_CODE:
Segment code
START_DATE: Actual date on which the segment starts

START_TIME: Time of day which the segment starts
User Guide
Index
A
average handle times, 8-1
Access Control modules, 3-56
ACD groups, 3-50

ACD instances
creating, 3-49
installing, 3-49
ACD interface
configuring, 3-48
managing, 3-47
setting up, 3-47
Back Office Performance, 12-79 to ??

creating forecasts, 12-79 to ??
back-office work, 12-79 to ??
base staff
preference-based scheduling and, 9-25
ACDProc service, 3-48
bodies in chairs, 6-4, 7-6
actual daily contact volumes, 8-21

updating, 8-21
break optimization, 10-8, 12-24
agent occupancy, 7-8
breaks
shrinkage categories for, 3-39
Agent Productivity module, 3-48

AHT factors, 7-9
AHT override sets, 6-18
using, 6-18
Allocate configurations, 6-2
using override sets with, 6-16
Allocation Set modules, 6-16
APParse service, 3-48
APProc service, 3-48
automatic assignment, 11-2
entering individual preferences for, 4-8
equity rules for, 9-17, 11-9
multiple-schedule, 11-3
schedule templates for, 9-5
selecting employees and schedules for, 11-5
single-schedule, 11-3
work rules for, 9-17, 11-9
automatic historical pattern updates, 8-23 to 8-25
system parameters for, 8-24, 8-25
AutoRun, 5-1 to 5-4
limitations of, 5-3
process queues for, 5-3
Recheck Open Requests process, 12-38
available hours, 8-1, 8-9, 8-25
C
calendar tool, 2-25
week numbers in, 2-25
Checker rules, 12-34 to 12-43
bypass option, 12-37
types of, 12-35 to 12-37
checklists
daily, 1-3
monthly, 1-4
weekly, 1-3
CHILD display set, 3-36
classes of employee groups, 3-23
client/server architecture, 2-11
communication contacts
associating with employee groups, 3-64
associating with entities, 3-64
defining, 3-62 to 3-64
system parameters for communicating with, 363
viewing directories of, 2-27 to ??
Configuration modules, 3-3
reports, 3-47
average daily volumes, 8-2
User Guide
Aspect Confidential | Index-1
Index
configurations
multiskill, 1-2
single-site
using override sets, 6-18
single-skill, 1-2
contact directories, 2-27 to ??
modules with access to, 2-27, 2-28 to ??
contact volumes, 8-1
actual daily, 8-21
forecast, 6-2
normalized daily, 8-22
predicted, 6-2
contacts
See communication contacts
contextual links
examples of, 2-29, 3-66
using, 2-28 to 2-30
where available, 2-29
Copy Historical Patterns wizard, 8-28, 8-29
custom filters, 2-20, 2-21, 2-22
display sets
CHILD, 3-36
MULTI, 3-33
ODBCOM, 3-35
OUTBND, 3-34
PARENT, 3-33
SKLBSD, 3-36
STDCOM, 3-32
STDCON, 3-32
E
Employee Datacenter, 4-22 to 4-36
Cart feature, 4-26 to 4-27
changing extra field values with, 4-30
details pane, 4-23
importing and exporting views, 4-25
reference date for, 4-22, 4-23
See Also data bands
views, 4-22, 4-24
window layout for, 4-23
employee extra fields, 3-24 to 3-27
data types for, 3-25 to 3-27
employee filter, 2-30, 2-31

memorization options for, 2-31
daily average handle times, 8-4
Employee Filter dialog box, 2-31
daily checklist, 1-3
employee filter profiles, 3-56, 3-57, 4-3
daily historical patterns, 8-2
employee group classes

reporting and, 3-23
daily patterns
day-of-week factors, 8-3
holiday factors, 8-4
daily volume forecasts, 6-2
data bands, 4-22
adding to views, 4-24
available types, 4-28 to 4-35
date options for, 4-35 to 4-36
See Also Employee Datacenter
with access to other modules, 4-25
data groups
defining, 3-50
employee groups, 3-21, 3-44

classes of, 3-23
communication contacts for, 3-63
icons for, 3-22
reordering, 3-22
selecting, 2-31
user access to, 3-57
employee information
creating extra fields, 3-24 to 3-27
deleting, 4-6 to 4-7
setting up, 3-21
database accounts
creating, 3-56
for users, 3-56
employee skills
entering, 4-5
date windows, 3-52 to 3-56

generating automatically, 3-54 to 3-56
in security profiles, 3-61
employees
assigning to groups, 4-2
assigning to schedules, 11-1
deleting, 4-6 to 4-7
inactivating, 4-6
terminating, 4-6
day-of-week factors, 8-3

dialog boxes, 2-23
employee trees, 3-21
Employees modules, 4-1
Index-2 |
Aspect Confidential
Empower notification recipients, 3-63

equity rules, 9-16 to 9-19
in automatic assignment, 9-17, 11-9
in preference-based scheduling, 9-17, 9-26, 934
purpose of, 9-17
schedule profiles for, 9-13
setting up, 9-17
forecasting scenarios, 7-2

configuring, 7-4
creating and modifying, 7-3, 7-4
Forecasting Wizard, 6-12
exporting reports, 2-35
forecasts
contact volume, 6-2
daily volume, 6-2
intra-day volume, 6-2
service analysis, 6-3
staffing, 6-7
forms, 2-23
canceling, 2-24
working with, 2-24
eSchedule Planner, 4-11
filter profiles, 3-57

filters
available, 2-30
custom, 2-20, 2-21, 2-22
default, 2-31
default settings, 2-30
employee, 2-30
overriding defaults, 2-30
special, 2-26
using, 2-30
fiscal adjustments, 7-5
forecast
creating, 6-12
intra-day, 6-6
volume, 6-6
workload, 6-4
forecast basis
historical growth rate, 7-4
historical growth rate with adjustments, 7-4
user-supplied growth rate, 7-4
forecast group sets, 3-46
forecast groups, 3-37
creating, 3-37
deleting, 3-38
forecasting scenarios, 3-38
historical patterns for, 3-38, 8-1
Forecast Wizard, 6-2
forecasting
overview, 6-1
setting up, 3-28
forecasting basis
selecting, 7-4
user-supplied daily volume, 7-5
user-supplied fiscal volume, 7-5
formula sets, 3-50
G
general segments
in preference-based scheduling, 9-26, 9-31 to 932
graphs
creating, 2-38
printing, 2-38
group allowances
waiting lists and, 12-38
group scheduling, 9-35 to 9-36
generating schedules, 9-36
setup for, 9-35
grouping, 2-20
groups
assigning employees to, 4-2
employee, 3-44
growth rates, 8-2
H
Help system use, 2-13
historical growth rate, 7-4
historical patterns, 6-2
automatic updates, 8-23 to 8-25
daily, 8-2
for forecast groups, 3-38, 8-1
for staff groups, 8-1
monthly, 8-2
overview, 8-1
shrinkage, 8-26
updating, 8-1, 8-23
working with, 8-1
Forecasting reports, 6-13
User Guide
Index
holiday factors, 8-4

updating, 8-23
memorizations, 2-32, 2-33, 10-8, 12-24, 12-25,

12-26, 12-28
permissions and, 2-33
public, 2-32
Memorize feature, 2-32, 10-8, 12-24, 12-25, 12-26
icons for employee groups, 3-22

importing segments
official, 12-80 to 12-83
trial, 10-11 to 10-15
menus
View, 2-30
Microsoft Lync, 3-63
modules, 2-2
in preference-based scheduling, 9-27
monthly checklist, 1-4
intra-day forecast, 6-6
monthly historical patterns, 8-2
adjusting the unproductive percentage, 7-10
for multiple groups and dates, 12-74 to 12-77
multidimensional, 12-74 to 12-77
reports, 12-73
summary calculations for statistics, 12-59
MULTI display set, 3-33
intra-day performance shrinkage percentage

calculation, 7-11
intra-day performance statistics
partial summaries of, 12-59, 12-60
skill-based, 12-65, 12-66
summary calculations for, 12-60
viewing for multiskill simulation, 12-65, 12-66
multiday grace percentage, 12-38, 12-39, 12-40

multidimensional intra-day performance, 12-74 to
12-77
configuring group sets for, 3-46
Data button, 12-77
display options for, 12-77
rearranging statistics in, 12-76 to 12-77
multiskill configuration, 1-2
multiskill routing set
staff requirements, 6-4
multitenant installations, 2-1
intra-day volume forecasts, 6-2

intra-day work assignments
See optimizing intra-day work assignments
N
net calls, 9-36 to 9-38
in intra-day performance forecasting, 12-64
in scheduling, 9-38
intra-day performance columns for, 9-37
L
links
See contextual links
Listen service, 3-47, 3-48
nominal dates, 10-2

normalized daily contact volumes, 8-22
updating, 8-22
lists
grouping, 2-20
sorting, 2-19
notification recipients, 3-63
lookup button, 2-25
O
ODBCOM display set, 3-35
M
master templates
deleting, 9-8
limiting use of, 7-13
setting limits, 7-12
usage, 7-12
wage values, 7-13
Official Schedule Editor, 10-9

mouse actions for, 12-2 to 12-4
using, 12-1 to 12-19
using the palette to add segments, 12-2, 12-3
official segments
importing, 12-80 to 12-83
restricting user access to, 3-52 to 3-56, 3-58
tracking and reporting, 2-36
operating hours, 8-1
Index-4 |
Aspect Confidential
optimizing intra-day work assignments, 10-15 to

10-25
for official schedules, 12-26 to 12-27
Options dialog box, 2-26
OUTBND display set, 3-34
outbound campaign patterns, 8-8, 8-9, 8-15
updating automatically, 8-25
outbound display sets, 3-34, 3-35
override sets
AHT, 6-18
using, 6-14
using in Allocate configurations, 6-16
using in single-site configurations, 6-18
P
PARENT display set, 3-33
Paste Special option for segments, 12-8 to 12-10
Pending Assignments Results window, 11-8
permissions
setting, 3-56
personal account rules, 12-34 to 12-43
Personal Account Worksheet module, 12-55 to
12-57
personal accounts
automatic assignment and, 11-3
checking and adjusting, 12-54 to 12-57
creating and maintaining, 12-49 to 12-55
generating entitlements for, 12-51 to 12-54, 1255, 12-56
preference-based scheduling and, 9-26, 9-33
segment requests and, 12-34, 12-37, 12-43
preference-based scheduling, 9-25 to 9-33

advanced parameters for, 9-34 to 9-35
balance of preferences vs. coverage, 9-29
calculation of target hours in, 9-26
employees and preferences in, 9-30, 9-30 to 931
equity rules for, 9-17, 9-34
general segments and, 9-26, 9-31 to 9-32
goals for, 9-33
limits for, 9-26, 9-34
official segments and, 9-31 to 9-32
personal accounts and, 9-26, 9-33
preparation for, 9-27
procedure for, 9-27 to 9-35
reports, 9-25
schedule set for output, 9-30
schedule set options, 9-29
scheduling groups and, 9-31
staff group options for, 9-30
work rules for, 9-17, 9-34
preferences
default schedule, 3-27
primary window, 2-23
profiles
employee filter, 3-51
security, 3-56
public memorizations, 2-32
R
ranking employees using weighted sorting, 11-6
ranking segments, 3-14
read-only access
setting up, 3-59
perspective purposes, 3-11
Recheck Open Requests AutoRun process, 12-38
perspectives, 3-10
defining, 3-10
states, 3-10
refreshing a view, 2-30
planning and management checklists, 1-3

pop-up calendar, 2-25
week numbers in, 2-25
preference lines
reordering, 4-12
preference sets
managing for multiple employees, 4-11
Preference-Based Schedule Run dialog box, 9-28
reordering schedules, 10-9

reporting
employee group classes in, 3-23
reports, 2-11
creating, 2-34
exporting, 2-35
for Configuration modules, 3-47
Forecasting, 6-13
Intra-Day Performance, 12-73
memorization options for, 2-32
previewing, 2-34
using Crystal Reports design software, 2-35
request management waiting lists, 12-38 to 12-40
Request Manager module, 12-31, 12-49
User Guide
Index
request rules, 12-34 to 12-43

types of, 12-35 to 12-37
required calls, 9-36 to 9-38
in intra-day performance forecasting, 12-64
in scheduling, 9-38
intra-day performance columns for, 9-37
schedule profiles
applicable days for, 9-14, 9-16
attributes of, 9-14, 9-15, 9-16
conditions for attributes, 9-16
Schedule Profiles module, 9-15
Revert option, 2-30
schedule sets
preference-based, 9-25
unlocking, 10-3
Roster Manager module, 11-9
schedule templates, 9-4 to 9-16
rosters, 11-9
schedule times, 10-2
routing sets, 3-45, 6-4

creating, 3-45
deleting, 3-45
schedules
assigning employees to, 11-1
copying, 10-6
generating, 9-25
generating preference-based, 9-27 to 9-35
reordering, 10-9
trial, 10-1
viewing and updating, 10-9
requirements sets, 10-15 to 10-17
S
saving changes, 2-30
scenarios, 6-1, 7-1
changing a staffing basis, 7-6
changing the default, 7-1
changing the forecasting basis, 7-5
creating forecasting scenarios, 7-3
creating staffing, 7-7
default, 7-1
defined, 7-1
designating the default, 7-1
forecasting, 7-2
modifying staffing, 7-7
scheduling, 7-12
staffing, 7-6
types, 7-1
what if, 7-1
schedule dates, 10-2
Schedule Editor
Official, 10-9, 12-1 to 12-19
Trial, 10-9
using, 12-1 to 12-19
viewing segment memos in, 12-18 to 12-19
scheduling groups, 9-35 to 9-36

selecting for schedule runs, 9-31
scheduling scenarios, 7-12
seasonal factors, 8-2
seat groups
secondary windows, 2-23
security profiles, 3-56, 3-58 to 3-60
segment categories, 3-20
defining, 3-19
predefined, 3-19
rules, 3-20
segment entry rules, 3-19
creating, 3-20
segment packages
creating and modifying, 12-19
defining, 3-18
using, 3-19
segment window rules, 9-27
Segment Worksheet comparison to Trial Segment
Worksheet, 10-10
schedule preferences
copying, 4-13
entering, 4-7
multiple, 4-9
reordering, 4-12
single, 4-9
Index-6 |
Aspect Confidential
segments
categories for, 3-19
codes for, 3-12
copying, 10-6
deleting definitions for, 3-13
entry rules for, 3-20
overlapping, 3-12
predefined, 3-13, 3-17
purpose of, 3-12
ranking, 3-14
reporting, 3-12
states and, 3-12
service analysis forecast, 6-3
services
ACDProc, 3-48
APParse, 3-48
APProc, 3-48
Listen, 3-47, 3-48
Updater, 11-11
WFM Parser, 3-48
staff groups, 3-40

collecting ACD statistics for, 3-41
creating, 3-40
default scheduling scenario, 7-1
default staffing scenario, 7-1
deleting, 3-42
determining the number needed, 3-41
examples, 3-43
staffing
basis selection, 7-6
forecast, 6-7
overlays, 8-1, 8-9, 8-11, 8-26, 8-28
requirements for multiskill routing set, 6-4
thresholds, 7-9
staffing scenarios, 7-6
creating, 7-7
modifying, 7-7
staffing tolerances
entering for a range of dates and times, 12-48,
12-49
shift templates
deleting, 9-7
states
resolution of, 3-16
shrinkage, 8-9, 8-26

analyzing, 3-40, 12-77 to 12-78
STDCOM display set, 3-32
shrinkage analysis, 3-40, 12-77 to 12-78

shrinkage categories, 3-39
defining, 3-39
for modeling breaks, 3-39
for modeling unproductive time, 3-39
predefined, 3-39
unused, 3-40
STDCON display set, 3-32

superstates, 3-11
active, 3-11
automatic shrinkage calculation and, 8-27, 8-28
defining, 3-11, 3-12
inactive, 3-11
specifying the scope of, 3-11
shrinkage percentages, 8-1

calculating automatically, 8-27, 8-28
calculating for intra-day performance, 7-11
shrinkage sets, 8-9, 8-26
thresholds
staffing, 7-9
single-site configurations
using override sets, 6-18
single-skill configuration, 1-2
skill management, 1-2
skill-based statistics, 12-65, 12-66
SKLBSD display set, 3-36
sorting, 11-6
special available hours, 8-10
staff adjustments, 12-68 to 12-69
time zones, 2-26

schedule profiles and, 9-15
tracking, 1-1
Trades Bulletin Board, 9-13, 9-15
trees, 2-12, 2-13
Trial Schedule Editor, 10-9, 10-10
using, 12-2 to 12-19
staff group sets, 3-46

Staff Group Setup Wizard, 3-43
User Guide
Index
trial schedules, 10-1

copying, 10-6
importing segments to, 10-11 to 10-15
making official, 11-10
optimizing breaks in, 10-8
Trial Segment Worksheet, 10-10
comparison to Segment Worksheet, 10-10
wizards
Copy Historical Patterns, 8-28
Forecast, 6-2
Scheduling, 9-38
Staff group Setup, 3-42
work assignment optimization, 10-15 to 10-25
for official schedules, 12-26 to 12-27
running, 10-21 to 10-23, 12-27
viewing results of, 10-23 to 10-25
work assignment rule sets, 10-21
unavailable times
entering, 4-10
work rules, 9-16 to 9-19

in automatic assignment, 9-17, 11-9
plug-ins for, 9-17, 9-19
purpose of, 9-17
schedule profiles for, 9-13
setting up, 9-17, 9-18, 9-19
types, 9-17
work assignment templates, 10-17 to 10-21
unproductive time
shrinkage categories for, 3-39
users
adding, 3-61 to 3-62
administrators, 3-56
database accounts for, 3-56
deleting, 3-62
employee, 3-56
permissions for, 3-56
profiles for, 3-56
regular, 3-56
workload forecast, 6-4
user-supplied daily volume, 7-5

user-supplied fiscal volume, 7-5
user-supplied growth rate with adjustments, 7-4
V
View menu, 2-30
volume forecast, 6-6
W
wage values, 7-13
waiting lists, 12-38 to 12-40
maximum size of, 12-40
multiday grace percentage and, 12-38, 12-39,
12-40
weekly checklist, 1-3
WFM Parser service, 3-48
windows
primary, 2-11, 2-23
secondary, 2-11, 2-23
tabs in, 2-23
Index-8 |
Aspect Confidential

WFM80 User Guide RevC

Hochgeladen von

Dokumentinformationen

Originalbeschreibung:

Copyright

Verfügbare Formate

Dieses Dokument teilen

Dokument teilen oder einbetten

Freigabeoptionen

Stufen Sie dieses Dokument als nützlich ein?

Sind diese Inhalte unangemessen?

Copyright:

Verfügbare Formate

WFM80 User Guide RevC

Hochgeladen von

Copyright:

Verfügbare Formate

Aspect Workforce Management

Aspect Confidential | iii

Reports Available Outside of the Reports Area . . . . . . . . . 2-38

Extending a Fiscal Calendar . . . . . . . . . . . . . . . 3-30

Aspect Confidential | vii

Sample ASCII Comma-Separated Value File. . . . . . . . . . .

viii | Aspect Confidential

Creating Additional AutoRun Queues . . . . . . . . . . . . . . . . . . . . . . 5-3

Creating and Modifying Forecasting Scenarios . . . . . . . . . . 7-3

Specifying Special Operating Hours . . . . . . . . .

Generating Schedules for a Multiskill Routing Set . . . . . . . . . . . . 9-3

xii | Aspect Confidential

Staff Groups Page . . . . . . . . . . . . . . . . . . . . . . . . . . .

Aspect Confidential | xiii

Using Schedule Editor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-9

xiv | Aspect Confidential

Selecting Schedules . . . . . . . . . . . . . . . . . . . . . 11-5

The Segment Adjustment Process . . . . . . . . .

xvi | Aspect Confidential

Checking and Adjusting Personal Accounts . . . . . . . . . . .

Aspect Confidential | xvii

Defining Intra-day Time Spans. . . . . . . . . . . . . . . . .

xviii | Aspect Confidential

About This Guide

Organization of this Guide

Chapter 3, Configuration and Administration explains the configuration and administration

Aspect Confidential | xix

About This Guide

Part 1: Getting Started

Forecasting and Scheduling

Aspect Confidential | 1-1

Chapter 1: Getting Started

Staffing requirements allocationYou can set up a single source of contacts that is

Skill Management Configurations

Single-skill configurationUses the conventional model for routing contacts, in which

Multiskill configurationLets you model skill-based routing (in forecasting staffing

1-2 | Aspect Confidential

Planning for Software Tasks

Planning for Software Tasks

Continually monitor todays intra-day performance forecast to determine whether staffing

Update yesterdays intra-day distributions for each forecast group, by averaging in

Exit Aspect Workforce Management at the end of the day.

Aspect Confidential | 1-3

Chapter 1: Getting Started

1-4 | Aspect Confidential

Operating the Software: Basics

Starting and Stopping the Client Software

Aspect Confidential | 2-1

Chapter 2: Operating the Software: Basics

Functional Areas and Modules

Modules and Their Locations

2-2 | Aspect Confidential

Modules and Their Locations

Path in Navigation Pane

ACD/Contact Server Instances

Configuration > Data Capture > ACDs/Contact Servers

ACD Signed-In Segment

Configuration > Data Capture > ACD Signed-In Segment Associations

ACD State Segment Associations

Configuration > Data Capture > ACD State Segment Associations

Activity by ACD Group Reports

Reports > Agent Productivity Reports > Activity by ACD Group

Reports > Agent Productivity Reports > Activity