Plan Data

• the first row displays the plan name, exported by username, and the export date and time

• For Export Every WEM Skill, the first row displays only the plan name

• WEM Skill column with the name of the WEM Skill, if you selected to export every WEM Skill

• Scheduling Unit column with Plan rollup or name of the Scheduling Units, if you selected to export Scheduling Unit data

• plan column headings:

  • Parameter

  • the day, week, or month interval heading based on the interval displayed when you exported

  • Total

  • Average

• plan data

* These parameters appear in the plan for deferrable WEM Skills.

** These parameters do not appear in the plan for deferrable WEM Skills.

The dates included in the plan by month, week, or day. The default is month.

• If the plan does not include the entire week or month in the first or last interval, the column is in italics (including the week or month heading).

• For week dates, the plan displays the start date of each week in the plan based on the plan's first day of week.

The total number of forecasted volume received for each day, week, or month in the plan.

• Original values are from the daily volume received values stored in the plan long-term forecast.

• Decimal value cut off at 0, 1, or 2 decimal places. Uses the WEM Skill's default decimal format on the plan creation date (defined in the WEM Skills view of the CXone WFM).

The total number of actual volume received for each day, week, or month in the plan.

• View only. Values come from the Historical Data page.

• Whole numbers displayed with 0, 1, or 2 decimal places to align with the forecasted volume received. Uses the WEM Skill's default decimal format on the plan creation date (defined in the WEM Skills view of the CXone WFM).

The volume received variance percent for each day, week, or month in the plan.

VolumeReceivedVariance% = (VolumeReceivedForecast - VolumeReceivedActual) / VolumeReceivedActual x 100

• View only. Percent value cut off at 2 decimal places.

• Blank interval when Volume Received (Forecast) or Volume Received (Actual) are 0 or blank for the interval.

• Negative values are in red text, and positive values or zero are in blue text (for calculated values).

The Volume Received Variance (%) field changes when these fields change for the same interval:

Volume Received (Forecast)

Volume Received (Actual)

The total number of volume employees need to handle to meet their service level objectives for each day, week, or month in the plan. The expected volume handled for each day is divided evenly over the service level time. The volume handled for each day is the sum of the volume handled for that day plus the portion of volume handled from previous days.

If the number of open days between the forecast volume received date and the end date of the plan is fewer than the number of days in the service level time, the plan does not account for all the forecast volume received in this column. If the daily service level time is less than 24 hours, ESP uses 1 day. If the daily service level time is greater than 24 hours, ESP uses the full day value. For example, if daily service level time is 2.5 days, ESP uses 2.5.

Example:

Day	Sun	Mon	Tue	Wed	Thu	Fri	Sat
Original Forecast Volume Received	6675	0	9345	7380	7160	7390	7260
Calculated First Day Volume Handled (using SL %=80)	1780	0	3738	1686.86	2864	2956	2323.2
Volume Handled Over SL Time
Sun SL Time=3 days	1780		1780	1780
Mon Closed
Tue SL Time=2 days			3738	3738
Wed SL Time=3.5 days				1686	1686	1686	846
Thu SL Time=2 days					2864	2864
Fri SL Time=12 hours						2956
Sat SL Time=2.5 days							2323
Total Volume Handled	1780		5518	7204	4550	4906	2409

In the example above, the forecast volume received on Saturday counts as volume handled over 2.5 days (Saturday, Sunday, and Tuesday). But, it does not count the part for Sunday and Tuesday in any volume handled value for the plan. This is because the next open days (Sunday and Tuesday, in this example) fall outside the date range of the plan.

• View only. Appears for deferrable WEM Skills

• If Volume Received (Forecast) is 0 or blank for a day, there will be no volume handled based on the forecast volume received for that day (blank). The Volume Handled value for the day is the sum of the volume handled from previous days.

• If there is no daily service level percent, there are no volume handled based on the forecast volume received for that day (blank). The Volume Handled value for the day is the sum of the volume handled from previous days.

• If there is a daily service level percent, but no daily service level time, the daily service level time for that day is 1.

• Decimal value cut off at 0, 1, or 2 decimal places. Uses the WEM Skill's default decimal format on the plan creation date (defined in the WEM Skills view of the CXone WFM).

The Volume Handled field changes when these fields change for the same interval:

Volume Received (Forecast)

Service Level (time)

Service Level (%)

The number of volume the agents can handle, for each week or month in the plan, based on the number of actual FTE agents and the forecast AHT for each interval. This value also considers occupancy, shrinkage, and multi-skill efficiency, when specified.

If forecast AHT is blank or 0 for the interval, this value is blank. For example, you would change forecast AHT to blank for a holiday.

• View only. Appears for deferrable WEM Skills.

• This row does not appear when you display the plan by day.

• Decimal value cut off at 0, 1, or 2 decimal places. Uses the WEM Skill's default decimal format on the plan creation date (defined in the WEM Skills view of the CXone WFM).

The Actual FTE Capacity field changes when these fields change for the same interval:

AHT (Forecast)	Mult-skill Efficiency	Attrition (%)
Simultaneous Handling	Shrinkage (%)	Attrition (absolute)
Maximum Occupancy(%)	FTE Actual	FTE New Hire

The number of forecast volume received in previous periods, but not yet handled, for each week or month in the plan.

• Appears for deferrable WEM Skills.

• This row does not appear when you display the plan by day.

• Decimal value cut off at 0, 1, or 2 decimal places. Uses the WEM Skill's default decimal format on the plan creation date (defined in the WEM Skills view of the CXone WFM).

• Black text for user-entered values, blue text for calculated values.

  If the backlog value for the previous interval is blank, the plan uses 0 for this value. If the result of the backlog calculation is a negative value, the plan displays zero for the interval and uses zero to calculate backlog for the next interval.

• Enter the number of volume in the backlog at the beginning of the plan in the Starting Backlog field. See Plan WEM Skill Settings.

The Backlog field changes when these fields change for the same interval:

Volume Received (Forecast)	Simultaneous Handling	Attrition (%)
Volume Handled	Maximum Occupancy (%)	Attrition (absolute)
Actual FTE Capacity	FTE Actual	FTE New Hire
AHT (Forecast)

The forecasted average handle time per volume for each day, week, or month in the plan. Forecast AHT is based on the defined time standard or historic volume data, including talk time and after-volume work time.

• Original values are from the daily AHT values stored in the plan long-term forecast.

• Value in seconds cut off at 0, 1, or 2 decimal places. Uses the WEM Skill's default decimal format on the plan creation date (defined in the WEM Skills view of the CXone WFM).

The actual average handle time per volume for each day, week, or month in the plan. Actual AHT is based on the historic volume data, including talk time and after-volume work time.

• View only. Values come from the Historical Data page.

• Blank interval when Volume Received (Actual) is 0 or blank for the interval.

• Value in seconds cut off at 0, 1, or 2 decimal places. Uses the WEM Skill's default decimal format on the plan creation date (defined in the WEM Skills view of the CXone WFM).

The average handle time variance percent for each day, week, or month in the plan.

AHTVariance% = (AHTForecast - AHTActual) / AHTActual *100

• View only. Percent value cut off at 2 decimal places.

• Blank interval when AHT (Forecast) or AHT (Actual) are 0 or blank for the interval.

• Negative values are in red text, and positive values or zero are in blue text (for calculated values).

• For all WEM Skills, the actual AHT uses actual volume received weighting.

• For deferrable WEM Skills the forecast AHT uses volume handled weighting.

The AHT Variance (%) field changes when these fields change for the same interval:

AHT (Forecast)

AHT (Actual)

The average number of interactions, or work items, agents can handle at the same time for the WEM Skill for each day, week, or month in the plan. The week or month weighted averages do not include days with no value (blank days).

• Defaults to 1.0, if you do not have NICE WFM R7.4 or later.

• With NICE WFM R7.4 or later, defaults to the WEM Skill’s simultaneous handling when you create the plan. This comes from the Definition tab of the WEM Skills view (in the CXone WFM).

• Decimal value cut off at 1 decimal place.

The desired percentage of volume handled within the specified service level time (Service Level (time)) for each day, week, or month in the plan. The week or month weighted averages do not include days with no value (blank days).

Service level numbers calculate agent requirements to meet the service level goal.

• Original values are from the daily service level percent values stored in the plan long-term forecast.

• Required for deferrable WEM Skills.

• Percent value cut off at 2 decimal places.

The service level time for each day, week, or month in the plan. Week or month values display only if all open days in the interval have the same value.

Service level numbers calculate agent requirements to meet the service level goal.

• Original values are from the daily service level time values stored in the plan long-term forecast.

• Required for deferrable WEM Skills.

• Integer value in seconds.

The expected average speed of answer for immediate response volume (calls) for each day, week, or month in the plan. The week or month weighted averages do not include days with no value (blank days).

ASA numbers calculate agent requirements to meet the ASA goal.

• Original values are from the daily ASA values stored in the plan long-term forecast.

• This row does not appear for deferrable WEM Skills,.

• Value in seconds cut off at 2 decimal places.

The average percentage of time you want agents occupied handling volume for each day, week, or month in the plan. The week or month weighted averages do not include days with no value (blank days).

Maximum occupancy percentages calculate agent requirements to meet the maximum occupancy goal.

• Original values are from the daily maximum occupancy percent values stored in the plan long-term forecast.

• Percent value cut off at 2 decimal places.

• The deferrable WEM Skills require a service level goal.

The total number of forecasted FTE agents required to handle the workload for each day, week, or month in the plan. Agents must meet specified service level, ASA, and maximum occupancy goals.

• View only. Decimal value cut off at 2 decimal places.

• Displays ??? when unable to calculate FTE base.

• All FTE calculations use the daily requirements of the WEM Skills in the plan . FTE calculations also take into account:

  • the WEM Skill simultaneous handling

  • the median patience time, if this value is not blank (see Plan Settings)

  The plan calculates FTE values for a deferrable WEM Skill using each of the WEM Skill’s forecast objectives. If any of the forecast objectives are blank for the interval, the plan does not use that objective. If there is no value for forecast AHT, the plan does not calculate FTE values. There are no FTE values for days when the WEM Skill is closed, since the plan cannot distribute data to any hours on these days.

FTE Base changes when these fields change for the same interval:

Volume Received (Forecast)	Simultaneous Handling	ASA
Volume Handled	Service Level (%)	Maximum Occupancy (%)
AHT (Forecast)	Service Level (time)

When the FTE Base changes, these calculated fields change for the interval:

FTE Required	FTE Required +/-	FTE Required Cost
Cost +/-

The efficiency gained by having agents with multiple skills for each day, week, or month in the plan. The week or month weighted averages do not include days with no value (blank days) or days where the FTE Base is ???.

• Original values are from the daily multi-skill efficiency values stored in the plan long-term forecast.

• Displays ??? when unable to calculate multi-skill efficiency.

• Decimal value cut off at 4 decimal places.

The percentage of time paid agents are unproductive for each day, week, or month in the plan. The week or month weighted averages do not include days with no value (blank days) or days where the FTE Base is ???.

• Original values are black text from the daily shrinkage percent values stored in the plan long-term forecast.

• Percent value cut off at 2 decimal places.

• Displays ??? when unable to calculate shrinkage percent.

• Black text for edited values, blue text if you edited any of the shrinkage sub-categories.

The Shrinkage-ESP activity code attribute values are sub-categories used to break out the shrinkage percent. Up to 6 of these values appear as rows indented under the Shrinkage (%) parameter. The week or month weighted averages do not include days with no value (blank days) or days where the FTE Base is ???.

Enhanced Strategic Planner uses up to 6 Shrinkage-ESP attribute values. If over 6 values exist, only the first 6 (in alphanumeric order) appear.

• Original values are blue text, from the even distribution of the Shrinkage (%) value.

• Percent value cut off at 2 decimal places.

• Displays ??? when unable to calculate shrinkage sub-categories.

• Black text if you edit any of the shrinkage sub-categories, blue text if you edited the Shrinkage (%) parameter.

The required number of FTE agents, considering shrinkage and multi-skill efficiency, for each day, week, or month in the plan.

• View only. Decimal value cut off at 2 decimal places.

• Displays ??? when unable to calculate FTE required.

FTE Required changes when these fields change for the same interval:

Volume Received (Forecast)	Service Level (%)	FTE Base
Volume Handled	Service Level (time)	Multi-skill Efficiency
AHT (Forecast)	ASA	Shrinkage (%)
Simultaneous Handling	Maximum Occupancy (%)

The number of FTE agents the center will employ during the week or month in the plan.

• This row does not appear when you display the plan by day.

• Decimal value cut off at 2 decimal places.

• Values are black text for user-entered values, blue text for calculated values.

• The plan shows 0 for negative values and uses 0 in other calculations. The FTE actual value comes from the trained new hires and the previous interval’s attrition and FTE actual. The trained new hires are the new hire FTEs that fall in the interval after the new hire training period.

The percentage reduction in actual staff for each week or month in the plan. This row is blank for new plans.

• View only. This row does not appear when you display the plan by day.

• Calculated after you enter the Attrition (absolute) for the interval. This value is blank when the FTE actual is blank or 0, or when the absolute attrition is blank.

• Percent value cut off at 2 decimal places.

• Maximum displayed value is 100.00.

The absolute reduction in actual staff that takes effect the next interval for each week or month in the plan. This row is blank for new plans.

• This row does not appear when you display the plan by day.

• Decimal value cut off at 2 decimal places.

• Values are black text for user-entered values, blue text for calculated values.

The number of agents the center plans to hire each week or month in the plan. The plan adds the FTE new hires to the FTE actual after taking the new hire training period into account. This row is blank for new plans.

• This row does not appear when you display the plan by day.

• Decimal value cut off at 2 decimal places.

• Values are black text for user-entered values, blue text for calculated values.

The projected service level percent for each week or month in the plan. This is the estimated percentage of volume that will be answered within the service level goal. It is based on FTE actual plus the long-term forecast output of volume received or volume handled, AHT, multi-skill efficiency, and shrinkage. The forecast AHT takes into account the WEM Skill simultaneous handling.

The week or month weighted values do not include days with no value (blank days) for projected service level percent or forecast volume received.

• View only. This row does not appear when you display the plan by day.

• Percent value cut off at 2 decimal places.

• Displays ??? when unable to calculate projected service level percent, or when Volume Received (Forecast), AHT (Forecast), Service Level (time) or FTE Actual is blank for any of the open days in the interval.

  For this parameter, if your staffing is very low, ESP cannot calculate a good expectation of service level. Projected Service Level (%) will show ???. This is because ESP does not yet take into account abandons. Specifically, time to abandon, which can create a large variance in service level when staffing is very low.

Projected Service Level (%) changes when the median patience time setting changes.

Projected Service Level (%) changes when these fields change for the same interval:

Volume Received (Forecast)	Simultaneous Handling	Shrinkage (%)
Volume Handled	Service Level (time)	FTE Actual
AHT (Forecast)	Multi-skill Efficiency

The projected ASA for each week or month in the plan. This is the estimated ASA. It is based on FTE actual plus the long-term forecast output of volume received, AHT, multi-skill efficiency, and shrinkage. The forecast AHT takes into account the WEM Skill simultaneous handling.

The week or month weighted values do not include days with no value (blank days) for projected ASA or forecast volume received.

• View only. This row does not appear when you display the plan by day.

• Value in seconds cut off at 2 decimal places.

• This row does not appear for deferrable WEM Skills.

• Maximum displayed value is 9999.00. Displays ??? when unable to calculate projected ASA, or when Volume Received (Forecast), AHT (Forecast) or FTE Actual is blank for any of the open days in the interval.

Projected ASA changes when the median patience time setting changes.

Projected ASA changes when these fields change for the same interval:

Volume Received (Forecast)	Simultaneous Handling	Shrinkage (%)
Volume Handled	Multi-skill Efficiency	FTE Actual
AHT (Forecast)

The projected occupancy percent for each week or month in the plan. This is the estimated percentage of time staff will be working volume instead of being idle, waiting for volume to arrive. It is the percentage of volume load versus expected staffing where:

• volume load includes volume handled or forecast volume handled and AHT. The forecast AHT takes into account the WEM Skill simultaneous handling.

• expected staffing includes FTE actual. FTE actual accounts for attrition and new hires, multi-skill efficiency, and shrinkage.

The week or month weighted values do not include days with no value (blank days) for projected occupancy percent or FTE actual.

• View only. This row does not appear when you display the plan by day.

• Percent value cut off at 2 decimal places.

• Maximum displayed value is 100.00. Displays ??? when FTE Actual is 0, or when Volume Received (Forecast), AHT (Forecast) or FTE Actual is blank for any of the open days in the interval.

Projected Occupancy (%) changes when these fields change for the same interval:

Volume Received (Forecast)	Simultaneous Handling	Shrinkage (%)
Volume Handled	Service Level (time)	FTE Actual
AHT (Forecast)	Multi-skill Efficiency

The difference between FTE Actual and FTE Required for each week or month in the plan.

• View only. This row does not appear when you display the plan by day.

• Decimal value cut off at 2 decimal places.

• Negative values are in red text, and positive values or zero are in blue text (for calculated values).

• Blank when FTE Actual or FTE Required is blank. Displays ??? when FTE Required is ???.

FTE Required +/- changes when these fields change for the same interval:

Volume Received (Forecast)	ASA	FTE Required
Volume Handled	Maximum Occupancy (%)	FTE Actual
AHT (Forecast)	FTE Base	Attrition (%)
Simultaneous Handling	Multi-skill Efficiency	Attrition (absolute)
Service Level (%)	Shrinkage (%)	FTE New Hire
Service Level (time)

The FTE hourly rate for agents in the plan WEM Skills. Change this field to see the effect on FTE cost for the plan.

• Original value is from the WEM Skill’s hourly rate, defined in the What-if Parameters tab of the WEM Skills view (in the CXone WFM).

• Currency value cut off at 2 decimal places. Currency symbol for the initial release is $.

The cost of the FTE requirement for each day, week, or month in the plan.

• View only. Currency value cut off at 2 decimal places. Currency symbol for the initial release is $.

• Blank when FTE Required or Hourly Rate is blank. Displays ??? when FTE Required is ???.

FTE Required Cost changes when these fields change for the same interval:

Volume Received (Forecast)	Service Level (time)	Multi-skill Efficiency
Volume Handled	ASA	Shrinkage (%)
AHT (Forecast)	Maximum Occupancy (%)	FTE Required
Simultaneous Handling	FTE Base	Hourly Rate
Service Level (%)

The cost of the actual FTE for each week or month in the plan.

• View only. This row does not appear when you display the plan by day.

• Currency value cut off at 2 decimal places. Currency symbol for the initial release is $.

• Blank when FTE Actual or Hourly Rate is blank.

FTE Actual Cost changes when these fields change for the same interval:

FTE Actual	Attrition (absolute)	Hourly Rate
Attrition (%)	FTE New Hire

The cost difference for each week or month in the plan.

• View only. This row does not appear when you display the plan by day.

• Currency value cut off at 2 decimal places. Currency symbol for the initial release is $.

• Negative values are in red text, and positive values or zero are in blue text (for calculated values).

• Blank when FTE Actual Cost or FTE Required Cost is blank. Displays ??? when FTE Required Cost is ???.

Cost +/- changes when these fields change for the same interval:

Volume Received (Forecast)	Maximum Occupancy (%)	Attrition (%)
Volume Handled	FTE Base	Attrition (absolute)
AHT (Forecast)	Multi-skill Efficiency	FTE New Hire
Simultaneous Handling	Shrinkage (%)	Hourly Rate
Service Level (%)	FTE Required	FTE Required Cost
Service Level (time)	FTE Actual	FTE Actual Cost
ASA

The totals for the rows listed below, using the same format as the values in the row.

• View only.

• Negative values are in red text, and positive values or zero are in blue text (for calculated values).

• If all values in a row are blank, the total is blank.

• The total calculation does not include ??? values.

The average for each row, using the same format as the values in the row . There is no average for Volume Received (Actual), Volume Received Variance (%), AHT (Actual), or AHT Variance (%).

• View only.

• Negative values are in red text, and positive values or zero are in blue text (for calculated values).

• The average calculation for the +/- (OU) parameters uses the sum of the absolute value of the row values. The sign for these averages comes from the sum of the signed values. If this sum is positive, the average is a positive value. If the sum is negative, the average is a negative value.

• The average calculation does not include partial week or partial month values at the beginning or end of a plan.

• If all values in a row are blank, the average is blank.

• The average calculation does not include ??? or blank values.