Menu bar

On OnePlan's menu, you have a list of actions grouped into categories:

MenuBar_01.png  - 

Duplicate

Update

Delete

Publish

Exit

MenuBar_02.png  -  Add/Remove
MenuBar_03.png  - 

Add/Remove

Objectives

MenuBar_04.png  -  Add/Remove
MenuBar_05.png  -  Add/Remove
MenuBar_06.png  - 

Calculate Demand

Calculate Agents

Generate All

Generation Report

MenuBar_07.png  - 

Reporting

 

 

 

Duplicate: Duplicates the plan.

Duplicate_popup.png
On the pop-up window:

  • Insert the plan's name.
  • Insert the plan's description.
  • Click Duplicate to proceed.

 

Update: Edit the plan information.

Update_Plan.png

On the pop-up window:

  • Insert the plan's name.
  • Insert the plan's description.
  • Insert the plan's start date.
  • Insert the plan's end date.
  • Click Update to proceed.

 

Delete: Delete the current plan.

Delete_popup.png

On the pop-up window:

  • Click Yes to proceed.

 

Publish: Publish plan. It can later be unpublished in OneBackoffice.

 

Exit: Return to the homepage.

 

Add/Remove Forecasts: Add or remove forecasts from the forecasts available:

forecasts_popup.png

On the pop-up window:

  • Drag and drop the forecast(s) from the Available Forecasts to Added Forecasts.
    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.
  • Click OK to apply the changes.

 

Add/Remove Services: Add or remove services from the services available:

services_popup.png

On the pop-up window:

  • Drag and drop the service(s) from the Available Services to Added Services.
    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.
  • Click OK to apply the changes.

 

Objectives: Edit the current plan's objectives.

objectives_popup.png

On the pop-up window:

  • Select the desired service level, on Service Level %, by clicking on objectives_popup_plus.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.
  • 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 over and above base staff in order to meet business and operational objectives. The Absence Rate accounts for training, meetings, absenteeism, and backoffice activities.
  • 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.
  • 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 increase the Service Level indicator while interactions answered above the AWT degrade the Service Level.
  • 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%.
  • Click Close to apply the changes.

 

Add/Remove Team: Add or remove teams from the teams available.

teams_popup.png

On the pop-up window:

  • Drag and drop the team(s) from the Available Teams to Added Teams.
    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.
  • Click OK to apply the changes.

 

Add/Remove Agents: Add or remove agents from the agents available.

agents_popup.png

On the pop-up window:

  • Drag and drop the agent(s) from the Available Agents to Added Agents.
    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.
  • Click OK to apply the changes.

 

Calculate Demand: Reload forecast data from the associated Forecasts

CaalculateDemand.png

On the pop-up window:

  • Select the service from the Service drop-down menu.
  • Insert the plan's start date. The default will be the plan's start date.
  • Insert the plan's end date. The default will be the plan's end date.
  • Check Reset to delete previous data.
  • Click Calculate to proceed.
Note: Calculate Demand is useful in cases where the Forecast is changed after the plan was created.

 

Calculate Agents: Reload forecast data from the associated Forecasts

CalculateAgents.png

On the pop-up window:

  • Select the service from the Service drop-down menu.
  • Insert the plan's start date. The default will be the plan's start date.
  • Insert the plan's end date. The default will be the plan's end date.
  • Click Calculate to proceed.

 

Generate All: Makes the previous operations in one single step: Calculates Demand, Calculates Agents, Generates Schedule and Recalculates Capacity.

GenerateAll1.png

On the pop-up window:

  • Check if you want to assign all mandatory agents.
    Note: This option is normally used in the final production schedule, when the planner wants the system to assign schedules to all the agents marked as mandatory (even if they are not needed) that may work on the plan's services.D
  • Check if you want to maintain the previous schedule.
    Note: This option should be selected if the planner wants each agent schedule to be maintained in a certain period. The following periods are available:
    • 1 Week - maintain the schedule for each agent for the entire week (the schedule can change in the different weeks).
    • 2 Weeks - maintain the schedule for each agent for 2 weeks (the schedule can change after each two weeks).
    • 1 Month - maintain the schedule for each agent for the entire month.
    • Entire Period - maintain the schedule for each agent for the entire planning period.
    • Between Leaves - maintain the schedule for each agent between each two leaves. This means that, for the schedule to change, there must be a leave between the schedule change.
  • If you check the Maintain Schedule, the pop-up window will expand:
    GenerateAll1a.png
    • Insert the period from the drop-down menu.
    • Check if you want to maintain beaks. This option should be selected when the user wants to maintain the schedules and the breaks for each agent.
    • Check if you want to maintain leaves.This option should be selected when the user wants to maintain the same week leaves for each agent for the duration of the plan.
  • Click Generate to proceed.

GenerateAll2.png

On the Advanced Options tab:

  • Check if you want to ponderate capacity threshold and insert the value (in seconds).
    Note: The Ponderate Capacity Threshold checkbox may be used to ponderate the daily capacity calculation to avoid peaks on the daily charts. This means that calls with AST below that threshold will be considered with Average Service Time equal to the threshold, when calculating the capacity. This is useful to avoid the interference that an extraordinary event might have in the normal capacity forecast (e.g. the extreme number of short calls during an incident might lead to a misjudgment of capacity calculation for the next similar time period).
  • Check if you want the option suggest new agents available.
  • Check if you want to use the available seats and insert the amount (if checked).
  • Select the Shift Equalization, from the drop-down menu:
    • None
    • Service Level Driven
    • Shift Number Driven
    • Working Hours Driven
    • Daily Working Hours Driven
  • Click Generate to proceed.

 

Generation Report: Creates a report with a list of agents and the generation status for the agent (alerts).

GenerateReport.png

On the pop-up window:

  • Check agents status:
    • warning1.png Checked - When the schedule is possible with the restrictions presented.
    • warning2.png Warning - When some rule has to be ignored in order to achieve a possible combination or agent does not work due to vacations, absences or other restrictions.
    • warning3.png Error - When a combination is impossible due to the restrictions presented.

 

Reporting: On this section you will find the customized reports configured on OneBackoffice.