Edit Plan Data

If you change values for a WEM Skill, the Plan page recalculates the values using the new WEM Skill values. If you change values for a Scheduling Unit and apply the changes, the values for the WEM Skills associated with the Scheduling Unit get recalculated.

When you change a value in a plan, the entered value and any parameters that use the entered value in calculations, can differ because of the decimal cutoff. The calculations use more precision than you see in the ESP application.

Parameter

Edit for WEM Skill, or Scheduling Unit

Edit Interval

Volume Received (Forecast)

WEM Skill

Day, Week, Month

Backlog

WEM Skill

Week

AHT (Forecast)

WEM Skill

Day, Week, Month

Simultaneous Handling

WEM Skill

Day, Week, Month

Service Level (%)

WEM Skill

Day, Week, Month

Service Level (time)

WEM Skill

Day, Week, Month

ASA*

WEM Skill

Day, Week, Month

Maximum Occupancy (%)

WEM Skill

Day, Week, Month

Multi-skill Efficiency

WEM Skill

Day, Week, Month

Shrinkage (%)

WEM Skill

Day, Week, Month

<Shrinkage-ESP attribute values>

WEM Skill

Day, Week, Month

FTE Actual

Scheduling Unit

Week

Attrition (absolute)

Scheduling Unit

Week

FTE New Hire

Scheduling Unit

Week

Hourly Rate

WEM Skill

Day, Week, Month

* This parameter does not appear in the plan for deferrable WEM Skills.

Editing guidelines:

  • Closed days are blank with diagonal lines. You cannot edit parameters on a closed day in the day interval.

  • If a week in the plan has all closed days, all parameters for the week are blank with diagonal lines and you cannot edit them.

  • If a month in the plan has all closed days, all parameters for the month are blank with diagonal lines and you cannot edit them.

  • When you edit a parameter, the plan does all calculations resulting from the edit before letting you edit another parameter.

To edit plan data:

  1. On the Manage Plans page, click on the plan you want to edit.

  2. To edit plan data for a Scheduling Unit or a single WEM Skill in the plan, filter the plan by the Scheduling Unit or WEM Skill you want to edit (see WEM Skill or Scheduling Unit View).

  3. Change to the date interval you want to edit (month, week, day).

    Screenshot of Month interval

    Screenshot of Week interval

    Screenshot of Day interval

  4. Type the new value in the field and press Enter, or paste the data you copied from ESP or another application.

    You can also type +/- followed by a value to increase or decrease the existing value by that amount. Or, type +/- followed by a percent value and % to increase or decrease the existing value by that percent.

    If the initial value for Volume Received (Forecast) is 14,200:

    Entering +320 in the field would change the value to 14,520. Entering -320 would change the value to 13,880.

    Entering +20% in the field would change the value to 17,040. Entering -20% would change the value to 11,360.

     

    To select cells for copy or paste while scrolling with your mouse, you must go past the grid, far left or far right, and then move your mouse forward or back from there. For example, to select 10 cells from the middle of the Volume Received (Forecast) row in the Daily view of a plan: click on the first cell you want to select. Start on the first cell and scroll past the Average column outside the grid. The selection includes all cells through the Average cell. Scroll back to the last cell you want to copy.

    You can also use the keyboard shortcuts. Press the Shift+right arrow or Shift+left arrow to select cells right or left from your cursor location.

     

    When pasting the data you copied to one or more cells, invalid cells turn red. Click on a red cell and hover over the error tooltip to see the error.

    If you pasted invalid data into the plan:

    • You cannot edit values in cells where you did not paste data until you fix the values in the invalid cells.

    • All buttons, icons, and navigation within the plan are unavailable until the data is valid.

    • Click the invalid values icon Invalid values button to go to the next invalid value in the plan.

      This icon appears after you paste invalid data. Each click goes to the next invalid value by parameter row (left to right), then by interval column (top to bottom).

    • Click Reset to last valid plan Reset to last valid plan to return to the last valid state of the plan.

      This icon appears after you paste data with invalid values. Clicking the icon reverts all pastes and edits since the initial invalid paste. This takes you to the last valid plan.

    See the parameter descriptions below for the valid values for each parameter.

    Fill handle

    1. Select the cells you want to copy.

    2. Hover over the fill handle until the mouse icon changes to a plus icon.

    3. Click the plus icon and drag the cells where you want them copied.

    If the cells you select are part of a series, the paste continues the series. If you do not want the pasted cells to continue a series, hold the Alt key, click the plus icon, and drag the cells where you want them copied.

    Example fill handle

    If you drag the above selected cells to the right 3 cells using the fill handle, you get this:

    Example fill handl no Alt key

    If you hold the Alt key and drag the same cells to the right 3 cells using the fill handle, you get this:

    Example fill handle with Alt key

  5. If the WEM Skill distribution calculation method is Use WEM Skill FTE required, click Apply after WEM Skill or All WEM Skills updates.

    The Apply button is available when you update a parameter that changes the FTE required value. This button does not appear if the WEM Skill distribution calculation method is Use Scheduling Unit to WEM Skill distribution.

    Click Apply to calculate the:

    • Scheduling Unit to WEM Skill distribution for all Scheduling Units and all weeks (see WEM Skill Staffing Distribution)

    • WEM Skill actual staff from the Scheduling Unit FTE actual and the FTE required ratios (Scheduling Unit to WEM Skill distribution above)

    You must apply WEM Skill or All WEM Skills updates before you can:

    • save the plan

    • navigate to plan Scheduling Units or the Scheduling Unit to WEM Skill Distribution page

    • export the plan as CSV or export every WEM Skill

    • change the plan settings

  6. After Scheduling Unit updates, click Apply.

    Scheduling Unit view:

    You must apply Scheduling Unit updates before you can:

    • save the plan

    • navigate to plan WEM Skills, All WEM Skills, or the Scheduling Unit to WEM Skill Distribution page

    • export every WEM Skill

    • change the plan settings

  7. To save your changes to the plan, click Save or Save As.

    This saves the plan settings and plan data. The plan data includes All WEM Skills, WEM Skill, Scheduling Unit, and Scheduling Unit to WEM Skill distribution data. For details on Save As, see Saving a Plan as a New Plan.

Click a parameter below for more information on editing that parameter. See Plan Data for the description of each parameter.

Changing the forecast volume received for a week or month distributes the value in proportion to each open day in the interval. The new value only gets distributed to open days with a forecast volume received value greater than 0.

  • Valid values are from 0 to 99999999.99, or blank.

  • If all open days in the interval are 0 or blank, the plan distributes the new value evenly to the open days.

  • If the forecast volume received is blank, the plan does not do any calculations using volume received for that column.

When the Volume Received (Forecast) changes, the plan updates these calculated fields for the interval:

Volume Handled

Projected Service Level (%)

FTE Required +/-

Backlog

Projected ASA

FTE Required Cost

FTE Base

Projected Occupancy (%)

Cost +/-

FTE Required    

Changing the backlog for a week causes the plan to recalculate the backlog values in subsequent intervals; however, the plan does not overwrite the values you enter. Since calculated values use previous values, no further updates are necessary after you enter a value. If you clear a Backlog value, the plan recalculates the value for that interval and subsequent intervals, until it gets to a user-entered value.

  • Valid values are from 0.00 to 99999999.99, or blank.

  • If you clear a Backlog value, the plan calculates the value using the value from the previous interval. Clearing the value is different from setting it to 0. The plan does not overwrite 0 values with calculated values.

  • If no user-entered value exists in the first interval of the Backlog row, the plan uses the starting backlog. See Plan WEM Skill Settings.

Changing the forecast AHT for a week or month distributes the value proportionately to each day in the interval with a forecast volume received value (or volume handled value for a deferrable WEM Skill) greater than 0. .

  • In seconds, valid values are from 0.00 to 99999.99, or blank.

  • If you change the forecast AHT from 0 or blank to a non-zero value for a week or month, the plan sets the forecast AHT to the new value for each day in the interval where the forecast volume received value is greater than 0.

When the AHT (Forecast) changes, the plan updates these calculated fields for the interval:

Actual FTE Capacity

Projected Service Level (%)

FTE Required +/-

Backlog

Projected ASA

FTE Required Cost

FTE Base

Projected Occupancy (%)

Cost +/-

FTE Required    

Changing the simultaneous handling for a week or month applies the change to each open day in the interval.

  • Valid values are from 0.1 to 99.9.

  • For single-cell edits, if any of the simultaneous handling values are different among the open days in the changed interval, the plan displays this message:

    The values are not the same for all days in this <week or month>. Changing this value will apply the new value to each day in the <week or month>. Are you sure?

    This message does not appear when pasting data into this row.

When the simultaneous handling changes, the plan updates these calculated fields for the interval:

Actual FTE Capacity

Projected Service Level (%)

FTE Required +/-

Backlog

Projected ASA

FTE Required Cost

FTE Base

Projected Occupancy (%)

Cost +/-

FTE Required    

Changing the service level percent for a week or month applies the change to each day in the interval.

  • For real-time WEM skills, valid values are from 10.00 to 99.99, or blank. For deferrable WEM skills, you can enter values from 10.00 to 100.00, or blank.

  • Blank values for deferrable WEM skills cause the Volume Handled to be blank, resulting in no calculated FTE Base or FTE Required. Blank values for deferrable WEM skills are the same as 0.

  • For single-cell edits, if any of the service level percent values are different among the open days in the changed interval, the plan displays this message:

    The values are not the same for all days in this <week or month>. Changing this value will apply the new value to each day in the <week or month>. Are you sure?

    This message does not appear when pasting data into this row.

When the Service Level (%) changes, the plan updates these calculated fields for the interval:

Volume Handled

FTE Required

FTE Required Cost

FTE Base

FTE Required +/-

Cost +/-

Changing the service level time for a week or month applies the change to each day in the interval.

  • For real-time WEM skills, valid values are from 1 to 1800 seconds, or blank. For deferrable WEM skills, valid values are from 1 to 3024000 seconds, or blank.

  • Blank values for deferrable WEM skills cause the Volume Handled to be blank, resulting in no calculated FTE Base or FTE Required. Blank values for deferrable WEM skills are the same as 0.

  • For single-cell edits, if any of the service level time values are different among the open days in the changed interval, the plan displays this message:

    The values are not the same for all days in this <week or month>. Changing this value will apply the new value to each day in the <week or month>. Are you sure?

    This message does not appear when pasting data into this row.

When the Service Level (time) changes, the plan updates these calculated fields for the interval:

Volume Handled

Projected Service Level (%)

FTE Required Cost

FTE Base

FTE Required +/-

Cost +/-

FTE Required

   

Changing the ASA for a week or month applies the change to each day in the interval.

  • Valid values are from 0.01 to 9999.00, or blank.

  • If the ASA is blank, the plan does not do any calculations using ASA for that column.

  • For single-cell edits, if any of the ASA values are different among the open days in the changed interval, the plan displays this message:

    The values are not the same for all days in this <week or month>. Changing this value will apply the new value to each day in the <week or month>. Are you sure?

    This message does not appear when pasting data into this row.

When the ASA changes, the plan updates these calculated fields for the interval:

FTE Base

FTE Required +/-

Cost +/-

FTE Required

FTE Required Cost

 

Changing the maximum occupancy percent for a week or month applies the change to each day in the interval.

  • Valid values are from 1.00 to 100.00, or blank.

  • If the maximum occupancy percent is blank, the plan does not do any calculations using maximum occupancy percent for that column.

  • For single-cell edits, if any of the maximum occupancy percent values are different among the open days in the changed interval, the plan displays this message:

    The values are not the same for all days in this <week or month>. Changing this value will apply the new value to each day in the <week or month>. Are you sure?

    This message does not appear when pasting data into this row.

When the Maximum Occupancy (%) changes, the plan updates these calculated fields for the interval:

Actual FTE Capacity

FTE Required

FTE Required Cost

Backlog

FTE Required +/-

Cost +/-

FTE Base

   

Changing the multi-skill efficiency for a week or month applies the change to each open day in the interval.

  • Valid values are from 0.0001 to 1.0000, or blank.

  • If the multi-skill efficiency is blank, the plan uses a multi-skill efficiency of 1.0000 for calculations in that column.

  • For single-cell edits, if any of the multi-skill efficiency values are different among the open days in the changed interval, the plan displays this message:

    The values are not the same for all days in this <week or month>. Changing this value will apply the new value to each day in the <week or month>. Are you sure?

    This message does not appear when pasting data into this row.

When the Multi-skill Efficiency changes, the plan updates these calculated fields for the interval:

Actual FTE Capacity

Projected ASA

FTE Required Cost

FTE Required

Projected Occupancy (%)

Cost +/-

Projected Service Level (%)

FTE Required +/-

 

Changing the shrinkage percent for a week or month applies the change to each open day in the interval.

If there are shrinkage sub-categories, the plan distributes the new shrinkage percent in proportion to each sub-category with a value. If none have values, the plan distributes the shrinkage evenly across the sub-categories. See <Shrinkage-ESP attribute values>.

The plan recalculates the shrinkage percent when a sub-category changes. The shrinkage percent is the sum of the shrinkage sub-categories.

  • Valid values are from 0.00 to 99.99, or blank. Blank values are the same as 0.00 in calculations, when changing the interval (day, week, month).

  • If the shrinkage percent is blank, the plan does not do any calculations using shrinkage percent for that column.

  • For single-cell edits, if any of the shrinkage percent values are different among the open days in the changed interval, the plan displays this message:

    The values are not the same for all days in this <week or month>. Changing this value will apply the new value to each day in the <week or month>. Are you sure?

    This message does not appear when pasting data into this row.

When the Shrinkage (%) changes, the plan updates these calculated fields for the interval:

Actual FTE Capacity

Projected ASA

FTE Required Cost

FTE Required

Projected Occupancy (%)

Cost +/-

Projected Service Level (%)

FTE Required +/-

 

Changing the shrinkage sub-categories (attribute values) for a week or month applies the change to each open day in the interval.

The plan distributes the shrinkage percent in proportion to each sub-category with a value. If none have values (all values are 0 or blank), the plan distributes the shrinkage evenly across all sub-categories.

If you edit a shrinkage sub-category, the plan recalculates the shrinkage percent.

  • Valid values are from 0.00 to (99.99 - Sum(other shrinkage sub-categories)), or blank. Blank values are the same as 0.00 in calculations, when changing the interval (day, week, month).

  • For single-cell edits, if any of the shrinkage percent values are different among the open days in the changed interval, the plan displays this message:

    The values are not the same for all days in this <week or month>. Changing this value will apply the new value to each day in the <week or month>. Are you sure?

    This message does not appear when pasting data into this row.

Changing the FTE actual for a week recalculates the FTE actual values in the intervals that follow. However, the plan does not overwrite the values you enter. Since calculated values use previous values, no more updates are necessary once a user-entered value exists.

You must have an FTE actual in the first week of the plan. The FTE actual and attrition calculations may not be accurate if there is no FTE actual value in the first week of the plan.

  • You cannot change the FTE actual at the WEM Skill level. Changing this value for a Scheduling Unit does not update other Scheduling Units in the plan.

  • You cannot change the FTE actual when the interval is month.

  • Valid values are from 0.00 to 99999.99, or blank.

    The plan stores the week value you enter by date, on the first day of the week. Then it calculates the FTE actual values for the subsequent days, until it gets to another user-entered value.

    The week value is the day value for the first day within that week that has a value. The month value is the day value for the first day of the month within the plan.

  • If you clear an FTE Actual field, the plan calculates the FTE actual value using the value from the previous interval. Clearing the field differs from setting it to 0.

  • If an FTE actual calculation results in a negative value, the plan shows 0 for the interval. It also uses 0 to calculate FTE actual for the next interval.

  • The plan does not add the FTE new hire value to a user-entered FTE actual value.

    If you enter 0 (zero) as the new hire training period (in the New Hire Training Period window), the plan adds the value in the FTE New Hire field to the FTE Actual value in the same period.

    If you change the FTE Actual and the FTE New Hire in the same interval with a training period of 0 weeks, the plan does not count the FTE New Hire value.

    The new hire training period is 0 (zero). If you enter 10 in the FTE New Hire field for the week of 9/13/20, and you enter an FTE Actual for the same week, the plan would not count the FTE new hire value. If you change the new hire training period to 1 week, the plan would count the 10 new hires in the next column, the week of 9/20/20.

  • Changing the FTE Actual field for an interval updates calculated attrition values (Attrition (%)) for the same interval.

When the FTE Actual changes, the plan updates these calculated fields for the interval and the following intervals (until it gets to a user-entered value):

Actual FTE Capacity

Projected Service Level (%)

FTE Required +/-

Backlog

Projected ASA

FTE Actual Cost

Attrition (%)

Projected Occupancy (%)

Cost +/-

When you change the absolute attrition, the plan updates the Attrition (%) value for the changed interval, if an FTE Actual value exists for the same interval.

When you change the interval from week to month, the plan calculates the daily absolute attrition and sums this value for each plan day in the month.

  • You cannot change the absolute attrition at the WEM Skill level. Changing this value for a Scheduling Unit does not cause updates to other Scheduling Units in the plan.

  • You cannot change the absolute attrition when the interval is month.

  • Valid values are from 0.00 to 99999.99, or blank. Blank values are the same as 0.00.

  • When you change the absolute attrition, the attrition takes effect in the next interval.

    If you enter an attrition of 5 FTE agents for the week beginning 9/13/20, the reduction in actual staff impacts FTE actual beginning the next week, 9/20/20.

When the Attrition (absolute) changes, the plan updates these calculated fields for the interval after the one you adjust and continuing with the following intervals (until it gets to a user-entered value):

Actual FTE Capacity

Projected Service Level (%)

FTE Required +/-

Backlog

Projected ASA

FTE Actual Cost

FTE Actual

Projected Occupancy (%)

Cost +/-

When you change the FTE new hire, the plan updates the values in the FTE Actual field. The updates begin with the interval that has the updated new hire date plus the new hire training period, in weeks (from the New Hire Training Period window). Then the plan updates the FTE Actual field for later intervals.

For the week beginning 9/07/20: New Hire Training Period = 1 week, WEM Skill first day of week = Monday, user changes the FTE New Hire to 5

The plan updates the FTE Actual values beginning the week of 9/14/20, one week after 9/07/20.

The plan stores the values you enter by date, on the first day of the week. The week value is the day value for the first day within that week. When you change the interval from week to month, the plan sums the FTE new hire for the first plan day of each week in the month.

  • You cannot change the FTE new hire at the WEM Skill level. Changing this value for a Scheduling Unit does not cause updates to other Scheduling Units in the plan.

  • You cannot change the FTE new hire when the interval is month.

  • Valid values are from 0.00 to 99999.99, or blank. Blank values are the same as 0.00.

When the FTE New Hire changes, the plan updates these calculated fields, beginning with the interval that contains the updated new hire date plus the new hire training period and continuing with the following intervals (until it gets to a user-entered value):

Actual FTE Capacity

Projected Service Level (%)

FTE Required +/-

Backlog

Projected ASA

FTE Actual Cost

FTE Actual

Projected Occupancy (%)

Cost +/-

Attrition (%)

   

Changing the hourly rate for a week or month applies the change to each open day in the interval.

  • Changing this value for a WEM Skill does not cause updates to other WEM Skills in the entity, or to the Hourly Rate field for the WEM Skill in the What-if Parameters tab of the WEM Skills view (in the CXone WFM).

  • Valid values are from 0.00 to 999.99, or blank. The cost columns are blank when the Hourly Rate is blank.

  • For single-cell edits, if any of the hourly rate values are different among the open days in the changed interval, the plan displays this message:

    The values are not the same for all days in this <week or month>. Changing this value will apply the new value to each day in the <week or month>. Are you sure?

    This message does not appear when pasting data into this row.

When the Hourly Rate changes, the plan updates these calculated fields:

FTE Required Cost

FTE Actual Cost

Cost +/-