Master Schedule State Group Totals
Use the Master Schedule State Group Totals view to display coverage statistics for every timestep in a selected day. See the toolbar and the button descriptions below.
This view can help you to determine the cause of an overstaffing or understaffing during the day. For example: Although your site has 400 agents, a 3 PM traffic surge left you understaffed. How did it happen? Using this view, you can pinpoint the number of agents who are on breaks, in meetings, and otherwise not on duty, at 3 PM. You can use this information to justify adjustments such as moving agents' breaks or canceling a team meeting.
You can also compare Calculated and Required Staffing, and schedule coverage, with schedule-state-totals data. You can anticipate shrinkage and estimate how much of it (in the form of meetings and training, for example) can be assigned and stay within your forecast.
This view displays its data in a graph (upper portion of the view) and a table (lower portion), instead of on separate tabs. You can also specify that WFM display its data not only for days, but also for weeks and months. Both data displays show the differences between the Schedule and the Forecast, for each timestep during the selected time period. The Graph also shows totals as a flat line, because the lines representing forecasted and scheduled shrinkage can be of different shapes.
Topics on this page:
- Displaying State Group Totals
- Graph Controls
- Grid Layout and Controls
- Data Controls
- Actions Menu/Toolbar Buttons
Displaying State Group Totals
- From the Home menu on the toolbar, select Schedule.
- From the Schedule menu on the toolbar, select Master Schedule.
- From the Master Schedule menu, select State Group Totals.
- Select the objects from the Objects pane whose State Group Totals you want to display.
You can select the appropriate item(s) from either the Agents tree (above) or the Activities tree (below); WFM then selects matching item(s) from the other tree. - Click Get data.
- Select an item from the Show Data For drop-down menu to control what data is displayed in the grid:
- Scheduled States Totals—Display all schedule-state groups (and their data), of all types, but exclude shrinkage-related information. This is the default display.
- Total Shrinkage—Display all schedule-state groups (and their data), but exclude the type none.
- Planned Overheads—Display only schedule-state groups (and their data) with the type planned overheads.
- Unplanned Overheads—Display only schedule-state groups (and their data) with the type unplanned overheads.
Graph Controls
The Graph displays data for the object(s) selected in the Object pane. Use the controls in the Data pane to further configure the data display.
| Graph Type drop-down menu | Select a display scheme for the graphical data. (This menu is disabled and reset to the default setting if the Scheduled States Totals value is selected in the Show Data For: drop-down menu ). |
| Totals | Display the data in a line graph, that shows stacked schedule-state groups information. Default.
If the Show Coverage and Forecast Information toolbar icon is toggled on, the graph displays this data, in separate lines: Schedule Coverage, Forecasted Staffing Calculated, and Forecasted Staffing Required. |
| Comparison | Display percentage data for a specific schedule-state group or for planned/unplanned overheads, in a line graph that compares it to forecast overheads data.
The graph displays two percentage data series as lines, in the format that you select in the Targets drop-down menu. Tip If the Show Coverage and Forecast Information toolbar icon is toggled on, the graph displays two additional data series of forecast data for the object(s) that you selected on the Object pane. |
| Variance | Display a bar graph of positive or negative values for each timestep, if one of the following is selected in the Object area’s activity tree: a single-site activity, a single site, a single multi site activity, a single business unit. |
| Period | Select Day, Week, Month, or Planning Period to specify the granularity of the display. |
| Targets drop-down menu | This menu appears only when the Graph Type menu selection is Comparison; use it to select percentage data to compare. Select a format for comparing percentage data: |
| Total Planned | Display scheduled planned overheads totals data and forecasted total planned overhead data. Not available if the selected value in the Show data for: menu is Unplanned Overheads. |
| Total Unplanned | Display scheduled unplanned overheads totals data and forecasted total unplanned overhead data. Not available if the selected value in the Show data for: menu is Planned Overheads. |
| List of schedule-state groups | Display a line graph of data for the named Schedule State Group. Names in this list are followed by a site name if more than one site is selected on the Object pane.
Important The Schedule State Groups list depends on the selection in Show data for: menu. If you selected Planned Overheads in the menu, then only planned Schedule State Groups are shown in the list. If you selected Unplanned Overheads in the menu then only unplanned Schedule State Groups are shown in the list. |
Grid Layout and Controls
The columns in the Master Schedule State Group Totals table correspond to the configured schedule-state groups. Use the Schedule States tab in State Groups Filter to specify which columns appear in the table.
| Grand Total | This column displays the grand total for all selected agents (not just for the visible schedule-state groups). It never contains the subcolumn % (because its value is always 100%). Values in this column depend on the selection in the Show data for: menu. |
| Scheduled States Totals | This column displays the totals for visible schedule-state groups for the selected agents, regardless of their type. |
| Planned Overheads | This column displays the planned overheads total for all selected agents. It is hidden if Scheduled States Totals or Unplanned Overheads is selected in the Show data for: menu. |
| Unplanned Overheads | This column displays the unplanned overheads total for all selected agents. It is hidden if Scheduled States Totals Planned Overheads is selected in the Show data for: menu. |
- An additional row displays the daily total for each visible column.
- An agent who is in multiple schedule-state groups during an interval, is prorated in the grid by the fraction of the interval that the agent is in each state group. For example, an agent on break for 5 minutes and at work for 10 minutes might be listed in the Break cell as .33 and in the Work cell as .67 (Note that the terms Break and Work are used here as examples of schedule-state group names, and may not correspond to the schedule-state groups that are configured for your WFM environment.)
- The columns in the Master Schedule State Group Totals data table, and the stacked lines in the graph, correspond to the configured schedule-state groups. Select Filter
in the toolbar, and use the Schedule States tab to specify which columns appear in the table and which lines appear in the graph.
Data Controls
| Show data for: drop-down menu | Select from the menu, a data-display scheme to apply to the grid:
Tip Each data-display scheme includes a Time Step column. |
| Value check box | Select this check box to display the column that shows coverage value in the grid.
This check box is disabled but checked if you select Scheduled States Totals in the Show data for: menu. |
| Value % check box | Select this check box to display the column that shows coverage percentage in the grid. The percentage value is calculated relative to the grand total.
This check box is disabled and not checked if you select Scheduled States Totals in the Show data for: menu. |
| Compare with forecast check box | Select this check box to display the column that shows percentage data of overhead from the forecast in the grid, shall be presented in grid.
Enabled and applicable only if the same conditions are met as for the toggle action Show Coverage and Forecast Information. This check box is disabled and not checked if you select Scheduled States Totals in the Show data for: menu. |
Actions Menu/Toolbar Buttons
These commands are available on the Actions toolbar (and on the Actions menu):
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Cleanup | Opens the Cleanup window. Enables you to delete Master Schedule information for selected dates and agents. |
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Show Coverage and Forecast Information |
This toggle controls if additional coverage and forecast information is displayed, and is enabled only if one of the following is selected in the Object area’s Activity tree: a single-site activity, a single site, a single business unit. |
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Filter | Opens the State Groups Filter dialog box. |
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Options | Opens the Options dialog box, where you can show or hide the columns Total Planned and Total Unplanned in the grid display; and change the colors that are used in Coverage and Forecast graphs. |
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Save As Template | Saves the current selections as a forecast template of type Overheads. Click this icon (or select the command from the Actions menu) to display the New Forecast Template dialog box.
Required settings: Graph Type=Comparison, Period=Week. Important The Save as Template command is not visible and the user cannot edit Overheads if he/she has no security rights to the Forecast module. |