Plan Settings

This section describes the available plan settings and how to change them.

Median Patience Time

Select this option to enter a median patience time. This is the time where 50% of all callers would abandon, if all callers were forced to sit in queue until they abandoned. This value allows the plan to account for abandons. The plan uses this when calculating staffing requirements or projecting performance.

The median patience time does not apply to deferrable WEM Skills. This option is not available for plans with only deferrable WEM Skills.

To add a median patience time:

1. Click Options and select Plan Settings.

2. Select the checkbox under Median Patience Time.

3. Enter a median patience time. Valid values are 30 to 3600 seconds.

4. Click Submit on the Settings window to apply the changes to the plan grid.

   See Updates after Submitting Plan Settings.

5. Click Save on the Plan page to save the settings for the plan.

WEM Skill Distribution Calculation Method

Select the method to calculate the staffing distribution percent. Changing this setting from Use Scheduling Unit to WEM Skill distribution to Use WEM skill FTE required updates these values for each WEM Skill in the plan:

• FTE Actual

• Attrition (%)

• Attrition (absolute)

• FTE New Hire

• Scheduling Unit to WEM Skill distribution percentages (on the Scheduling Unit to WEM Skill Distribution page)

This setting defaults to Use Scheduling Unit to WEM Skill distribution for new plans.

To change the WEM Skill distribution calculation method:

1. Click Options and select Plan Settings.

2. Under WEM Skill Distribution Calculation Method, select one of these methods:

   • Use Scheduling Unit to WEM Skill distribution

     Uses the percentages you enter on the Scheduling Unit to WEM Skill Distribution page to calculate the WEM Skill staffing distribution.

   • Use WEM Skill FTE required

     Uses the weekly FTE required values for each WEM Skill in the plan to calculate the WEM Skill staffing distribution.

   See WEM Skill Staffing Distribution for the calculation details.

3. Click Submit on the Settings window to apply the changes to the plan grid.

   See Updates after Submitting Plan Settings.

4. Click Save on the Plan page to save the settings for the plan.

Updates after Submitting Plan Settings

Setting	Selection	Submit Result
Median Patience Time	Selected, 30 to 3600 seconds	Validate the median patience time entry. The plan recalculates staffing requirements or projected performance, accounting for abandon impacts. If the WEM Skill Distribution Calculation Method is Use WEM Skill FTE required, the plan calculates Scheduling Unit to WEM Skill distribution percentages based on the recalculations from #2 above. See WEM Skill FTE Required Distribution.
Median Patience Time	Cleared	The plan removes the median patience time entry. The plan recalculates staffing requirements or projected performance, without accounting for abandon impacts. If the WEM Skill Distribution Calculation Method is Use WEM Skill FTE required, the plan calculates Scheduling Unit to WEM Skill distribution percentages based on the recalculations from #2 above. See WEM Skill FTE Required Distribution.
WEM Skill Distribution Calculation Method	Use Scheduling Unit to WEM Skill distribution	The plan uses the Scheduling Unit to WEM Skill distributions entered by the user. See Add or Change Scheduling Unit to WEM Skill Staffing Distribution.
WEM Skill Distribution Calculation Method	Use WEM Skill FTE required	The plan calculates Scheduling Unit to WEM Skill distributions based on FTE required for each WEM Skill. The plan recalculates WEM Skill staffing using distribution percentages based on FTE required for each WEM Skill. See WEM Skill FTE Required Distribution.