ESP Staffing Profile

This product requires a Workforce Management Premium license. Users should have access to Enhanced Strategic Planner (ESP).

The ESP application:

  • Provides a what-if tool for long-term planning to give options and explain impacts for staffing and budgeting

  • Provides you with data to make informed long-term staffing decisions

  • Returns expected results, based on changes because of overstaffing or understaffing

Refer to Enhanced Strategic Planner to learn more about ESP.

The ESP Staffing Profiles help you create specific profiles where you can apply any KPIs to any skills, such as ASA, SLA, or others. These profiles are later used by ESP in creating ESP plans.

To create an ESP Staffing Profile:

  1. Click the app selector icon of app selector and select WFM.

  2. Navigate to Setup > ESP Staffing Profile and click New Profile.

  3. Enter the Name and Description.

  4. Choose either Apply KPIs to specific skills or Apply KPIs to all skills.

  5. When applying KPIs to specific skills, you can set Staffing Parameters for any skills.

    1. Select one or more skills from the dropdown.

    2. Set the Shrinkage level by selecting days and applying the shrinkage percentage.

    3. Set Hours of Operation by selecting days and setting time range.

    4. Set the Real-Time Interactions for Service Targets. This is important when defining service level goals for staffing.

  6. When applying KPIs to all skills, all parameters you set are applied to all skills.

    1. Set the Shrinkage level by selecting days and applying the shrinkage percentage.

    2. Set Hours of Operation by selecting days and setting time range.

    3. Set the Real-Time Interactions for Service Targets. This is important when defining service level goals for staffing.

    4. Set the parameters for Deferrable Work. Remember that deferrable channels can have delayed response times.

  7. Add more skills if required.

  8. Click Save. The newly created profile appears on the ESP Staffing Profiles main page.