Homepage

The OnePlan's homepage shows you the list of created plans:

Firstpage.png

On this page, you can:

 

 

Create a new plan

To create a new plan:

    1. Press the New_Button.png button.
    2. The plan creation wizard pop-up will appear:
      NewPlan1.png
    3. On this pop-up:
      1. Insert a name (mandatory).
      2. Insert a description.
      3. Insert a start date (mandatory).
      4. insert an end date (mandatory).
      5. Select the Plan Type:
        • Inbound
        • Outbound
      6. Upload a plan from an Excel file.
      7. Click NEXT to proceed.
        Note: The NEXT button will only be available for clicking after the mandatory fields are filled. 
    4. Drag and drop , the forecast(s) from the Available Forecasts to Added Forecasts:
      NewPlan2.png
      Tip: You can select the desired forecasts and click add_button.png to move them to Added Forecasts or click addall_button.png to add all available forecasts.
      Note: It only makes sense to add more than one Forecast for a plan if the forecasts contain different services.
    5. Click NEXT to proceed.
    6. Drag and drop the service(s) from the Available Services to Added Services:
      NewPlan3.png
      Tip: You can select the desired services and click add_button.png to move them to Added Services or click addall_button.png to add all available services.
      Note: If there are non CC Services (non Contact Center Services) defined in the OneBackoffice, they will also appear on the Available Services list. It is advisable (but not mandatory) to only add these services in a separate Plan (without any Forecast added).
    7. Click NEXT to proceed.
      Note: The mandatory steps are completed. On the top-right side of the window the button Create is now clickable. The next steps are not mandatory.
    8. Define the plan objectives:
      NewPlan4.png
      Note: The objectives are loaded with the default values defined in OneBackoffice.
    9. Select the desired service level, on Service Level %, by clicking on SL_button.png.
      Note: Service Level defines the Target Service Level objective for the Service. If, for example, it is defined as 90%, it means that 90% of the interactions of the Service must be answered before the period of time defined in the Voice AWT (Acceptable Waiting Time) objective. The Service Level is evaluated in the time span defined in the Grouping Period objective.
    10. Select the absence rate by inserting the desired value or clicking on the up/down arrows.
      Note: Absence Rate specifies (in percentage) the minimum number of staff needed on schedule in order to meet business and operational objectives. The Absence Rate accounts for training, meetings, absenteeism, and backoffice activities.
    11. Select the grouping period from the drop-down menu.
      Note: Grouping Period defines the time span where the Service Level objective is evaluated. Usually, the Service Level object is evaluated per day (24 hours) meaning that during a period of the day the Service Level can be below the objective but that in the entire day period the Service Level objective is achieved.

      A planner might want a more aggressive approach by setting, for example, the Grouping Period to 1 hour which means that the Service Level objective must be achieved in every 1 hour period.
    12. Select the Voice AWT (Acceptable Waiting Time) by inserting the desired value or clicking on the up/down arrows.
      Note: Voice AWT defines (in seconds) the acceptable waiting time for a voice interaction to wait on the queue before being answered by an agent. This is directly correlated with the Service Level objective in the way that interactions answered below the AWT promote the Service Level indicator while interactions answered above the AWT degrade the Service Level.
    13. Select the Erlang C Correction Factor by inserting the desired value or clicking on the up/down arrows.
      Note: This is a fine tuning factor of the Erlang C formula. If, while analyzing in OneMonitor the planned data of previous plans versus the real time data, the planner verifies that Erlang C overestimates or underestimates the number of agents needed (by looking at the ServiceLevel versus the ServiceLevelErlang KPIs), it can set a correction factor in order to adequate the ErlangC formula to reality.

      This factor is defined in a positive or negative percentage. For example, if it is defined as 10%, it means that it was verified in OneMonitor that ErlangC is underestimating the number of agents needed by 10%. If it is defined as -10%, it means that it was verified in OneMonitor that ErlangC is overestimating the number of agents needed by 10%.

    14. Click NEXT to proceed.
    15. Drag and drop the agent(s) from the Available Agents to Added Agents (not mandatory):
      NewPlan5.png
      Tip: You can select the desired agents and click add_button.png to move them to Added Agents or click addall_button.png to add all available agents.
    16. Click NEXT to proceed.
    17. Drag and drop the team(s) from the Available Teams to Added Teams (not mandatory):
      NewPlan6.png
      Tip: You can select the desired teams and click add_button.png to move them to Added Teams or click addall_button.png to add all available teams.
    18. Click CREATE to proceed.

 

 

Open a plan

To open a previously created plan:

  1. Select the desired plan, by left-clicking on it, from the list.
    OpenPlan.png

 

 

Duplicate a plan

To duplicate a previously created plan:

  1. Select the desired plan, by clicking on the check box.
  2. Click on the Duplicate button.
    DuplicatePlan.png
  3. On the pop-up window:
    • Insert the new plan's name.
    • Insert the new plan's description.
    • Click Duplicate to proceed.
      Duplicate_popup.png
      Note: The fields will be already filled with the duplicated plan's information and Copy before.

 

Delete a plan

To delete a previously created plan:

  1. Select the desired plan, by clicking on the check box.
  2. Click on the Delete button.
    DeletePlan.png
  3. On the pop-up window:
    • Click Yes to proceed.
      Delete_popup.png

 

Upload a plan from an Excel file

To upload a plan from an Excel file:

    1. Click on the Upload_button.png button.
    2. Select the file.
    3. Click Next to proceed.
    4. Drag and drop the service(s) from the Available Services to Added Services.
    5. Click Create to proceed (Click only once or you'll get an error message).
Note: Click here to get a template of the plan file. Delete the rows with agents information as they're just to guide the plan creation. Keep in mind of the requirements necessary to upload a plan from an Excel file, as stated on the WFO installation.
Warning: The agents names inserted on the file must have been created or imported into OneWorkForce.

The file must have the same start and end dates as the plan.