User`s Manual - TAS Scheduler
Contents
1. 4 Days Employee T has caused the data in a time frame to be skewed you may change the average number of calls the average time per call or both by double clicking the number of operators required in any date and time frame Double clicking a of operators cell will pop up the following Change Forecast dialog Just make the changes you wish and click the save button The other Forecast menu Daa Fomad item is Preview and Print the Forecast Clicking this menu item allows you to print out the Forecast and the data used to calculate the Forecast caf Create a Forecast fy Preview and Print the Forecast Weekly Forecast Report Humber of Previous Weeks Used 4 Efficiency 75 Change Forecast Ed Ave Calls 112 667 Ave Time si 45 1361 loss osmo aoso ior 1wosmws Employee Skills Before creating employees you must create employee skills To create a new skill or edit an existing skill click on the skills button under the employees view Employees 1 x or z Upon clicking the button a skills dialog pops up This dialog will show all skills that have been created and allow for the creation of additional skills The New button allows you to create a new eE skill Either double clicking a skill or selecting a o skill and clicking the Edit button allows you to edit Operator an existing skill The Move up and Move down Meee buttons allow you to change the position of a skil2. W Exclude calls less than 1 ec W Exclude Greeting Hangups Quick Answer Time J8 dee Seny 15 dea oaan Report Interval x Anawe Time If Ang Time if 4utodns Time Print W Ze Time M Hold Time vee M Wal Time Preview Report Options l f Totals MoE C Averages C Erlang C Modified Esport Options C Access Db Tab Delimited Abandon Types Sap Iw System We Operator M UpHangup Reverted M AnsReverted M GreetingHangup Infinity From the Unified Reports Call Detail with the following options Call Detail v1 02 05 Start Billing p Al End Biling 99999999993 a4 Report Type E Wong Highlighted Time Onl fres Type of Call ang Unique Call Number Oniginating Account Duration Less Than sec 9 Duration Equal Greater Than sec n Talk Time Less Than kedi Talk Time More Than kedhi Hold Time More Than ecko Ring Time More Thar eejo sts Ahold Time More Than lecio Cancel Generate Upon generating export the file as a Tab Delimated file however name the file with a txt or csv extension Startel v10_tass exe was installed to your default directory usually C Program Files Creative Wizard TASScheduler This file was written by Larry Kinder a Startel user to export data Select the dates you wish to export Then select a folder to put the results file in Contents to CSV Sele 0401 2010 0501 2010 Contents to CSV 04 01 2010 05 01 2010
3. Table of Contents Creating a Company Global Software Options Exporting Data Telescan OnviSource amtelco Startel Pinnacle Importing Data The Data Tab Holidays Special Days The Forecast Tab Employee Skills Employees Time off Requests The Schedule Tab Creating a Company The first thing you want to do with TAS Scheduler is to create a company You may either click on the new company icon 0 gia s in the upper left hand corner or click the Edit Company button on the caption bar d Import Data Create Forecast Update Employees Create Schedule Edit Company Both choices bring up the following Company dialog box Company Name Address City State Zip E Mail Fhone Fax Schedule Star Day Sunday Max Seats i Minimum of hours between shits a Shifts 1st 1st Shit znd 2nd Shift Jrd ard Shift l2 15 3045 1 psiSSOp45 2 i SpssO4S a 1S p304 4 p15 a045 5 iS ss0 45 6 pi a0 45 F 1S a045 amp iS ss0 45 9 15 AM PM EE mee _ You ll need to enter the company name the schedule start day the day your company uses for the first day of a schedule the maximum number of seats for your call center and the minimum number of hours between shifts for your employees You will also want to setup the 1st 2nd and 3rd shift hours for your company Double clicking a color button brings up a color selection palette while a single click selects that color for drawing Shifts st
4. 10 00 10 15 10 30 10 45 11 00 11 15 11 30 11 45 _ 1st 2nd 3rd Total 10 01 09 50 84 115 84 84 8i 71 46 42 51 38 31 d4 40 30 33 Z 31 33 17 20 19 24 13 18 18 29 9 10 8 1250 1324 225 2799 10 02 09 48 87 108 76 111 59 62 50 32 42 61 3641 44 47 21 21 25 29 22 30 19 30 17 14 19 20 15 11 1502 1379 223 3104 10 03 09 36 43 45 26 38 31 41 3 22 2 26 31 22 34 33 2 30 24 22 26 26 17 38 5 15 11 16 14 12 14 1343 940 228 2511 10 04 09 26 31 30 27 27 24 24 18 23 34 26 29 25 33 46 24 29 19 17 17 18 9 21 11 13 13 13 8 17 11 769 745 227 1744 10 05 09 42 82 138 68 99 73 89 50 53 59 62 42 40 34 29 37 29 28 24 15 21 21 21 1 16 18 26 11 14 7 15268 1397 245 3170 10 06 09 47 80 139 79 8l 79 88 59 S2 60 38 39 41 30 36 40 14 26 32 14 12 11 13 13 11 19 29 8 9 10 I8 1329 214 2891 10 07 09 37 77 116 78 83 72 79 51 53 53 48 42 40 41 24 34 24 18 29 23 2 17 16 14 7 17 12 16 9 9 1213 1289 194 2696 If you select a call cell then the number of calls and the total time 11 02 09 for those calls will show up in an hour min sec format on the status T bar in the lower left corner If you select multiple cells the total 11 05 09 73 104 78 calls and total time for the selected cells will be displayed For n ae example if you wish to know the total number of calls and total time 11 08 09 1g 28 29 for those calls for the mont
5. You will be presented with a schedule tab that has no forecast graph and shows your template name in the graph area The date day buttons are now just day buttons starting with your schedule start Satie day through the last day of your schedule Your current employees along with their availability is also displayed The white blocks are available times while the black blocks are unavailable times Tuesday Wednesday Thursday Friday Saturday Ei Ee Eee Ea per Ene Sunday 12 00am 1 00 2 00 3 00 4 00 5 00 6 00 7 00 8 00 9 00 10 00 11 00 12 00pm 1 00 2 00 3 00 4 00 5 0 iffany Lamb 0 0 ennifer Head oo rica Meunier m aleigh Ferguson 0 0 hristina Smith oo TT 0 0 racy Keadle eee ae ee RENE NNN rista Seymour 0 0 eri Stanle 0 0 Pt gE Pt ina Wilson 0 SRRRER GARE RARE EERE ORR REM ES RE EE handra Tolliver 0 BERSEG ee ae eee a ee ee TENN TENN Olz J z 3 al 3 i a a a S 0 o ma eth Yrhite en Allison aa ae EENE ee TENE ee RENNENE Alexis Jimenez 00 PTT TTT Tt yy Liz Hughes 0 0 FT iy A Shifts Dealing with shifts works the same in both Templates and Schedules To Add a shift to an employee either left click in the time slot you want the employees shift to start and press the Ctrl Insert keys on the keyboard or right click in the time slot you wan
6. Choose Directory Folders Desktop i G My Documents E Y My Computer The data will be extracted aa E my network Places 9 Yne Viewer Processing Records Ee Records appended 42921 Folder Desktop CE Cer and saved in a file with the name Contents_ StartDate EndDate csv Siets Contents to CSV j F Run oaoi2010 3 05 01 2010 File Saved This is the file that you will import into TAS Scheduler Pinnacle TASSchedulerExportV31 rpt was installed to your default directory usually C Program Files Creative Wizard TASScheduler This report was created by Alan Hartman at Pinnacle Just add this to the other reports on the Pinnacle system and it will be a report choice Once the report is created select the export icon at the top Choose character seperated value Leave the comma as the seperator however delete the double quote as the deliminator and leave blank When asked for a filename add either csv or txt as the extension rather than the default chr Importing Data Before importing any data it is important that you have selected the appropriate source See Global Software Options With the data tab Data Schedule Selected _ Se Data Forecast Schedule menu item Import Data pianages CSV file 4 Holidays Special Days select Import Data Manager CSV file from the Data Menu Aa Filter the dates Sh
7. Time off Request button Employees a x Upon clicking the Time off Request button the following dialog Co g will pop up Time Off Requests The Requests list shows a list of Sees time off requests that have neither been approved or denied Clicking the Submitted Requested or Employee column at the top will sort by that column The Add button allows you to add a new 3 ae time off request the Edit button ae ree allows for editing approving or denying a time off request The Delete button lets you delete a time off request The Processed Request Filter section allows you to view both time off requests that have been approved and denied for a particular time frame F an Just select a Start Date and an End ee eee Date then click either Approved or Denied Clicking the Add or Edit button displays the following dialog Processed Request Filter Start Date 11 23 2009 End Date 11 23 2009 Approved Denied Employee Add Time Off Request All employees are listed for selection Select the appropriate employee the date they submitted the request and the date Erica Meunier they are requesting off Indicate Kaleigh Ferguson the reason for the request and if the C hristina Sraith request is for all day check the all Tracy Keadle day box otherwise indicate the Start and Stop times The request may Submitted i Vesve009 Requested i Meare be Approved or Denied at this time Reason or just added to the
8. Yen mi p1 22009 Week of Forecast Forecast portion of the dialog is enabled of previous weeks E of previous weeks al In either case you select the Tee Ine Eon Operator Efficiency 75 zo week for which you wish to forecast You must select the Flame Matas day that corresponds with your eo eee 0 Be schedule start day Next select Perae AY the number of previous weeks Target answer time 30 SECS of data you wish to use for this method an operator efficiency is input This equates to what Ae rouse percentage of the time you expect an operator to be handling calls The Erlang C method takes a Target Answer Time the amount of time in which you want calls answered and a Service Level the percent probability of answering calls withing the Target Answer Time Clicking on a of operators cell displays the data that helped forecast the of operators Based on the of previous weeks selected the average number of calls and the average time per call in shown on the status bar in the lower left corner bate _ 33 00 53 15 33 30 33 45 34 00 34 15 34 30 34 45 35 00 95 15 95 30 35 45 11 02 09 2 Efforts to normalize the data have 112222 b l d b B h 11 0409 call length and normalizing data 11 06709 with means and standard Lijo7soo 4 deviations however if an event 11 08 03 other than holiday or special day E lzer Ave limeziiis t 4
9. advanced menu item under Filter Set Date range all accounts all agents both directions should be default values already then click OK button l Filter Call Detail Log Date Range Call direction From 00 00 AM 11 17 2009 O Outbound cals a Inbound calls p00 To 11 5959PM 11 17 2009 S mo Both 00 vo o oor w 0 _ 0000 __ 6000 0 Account All Accounts oot4 oo g L po oes C Include Orphans 0037 w owg 0o w o o AEAEE mo olo Book S Aan pest beet Call Ouratio No Avail Op RANNA COO wo ww wwo id Eul Ha O26 56 PH 91 17 2008 000 020 00 ao 00 0 Minimum Duration 0000 00 en 00 25 49 Pw 9197 9008 000 9931 009 oto m0 g Rotate 03 25 40 PM 11 17 2008 COOS331 o w w g Maximum Duration 190 09 00 Dial 022535 PH 11 17 2008 000 5331 0009 conto ww g R247 PH NAZAVA AMA S ma mm mm ni Mode None Te ewe J oes OB 3114 PM 81 17 2008 000 5724 0231 11 PH 91 17 2008 0003836 03 31 08 PM 1117 2008 wonn ANPR 1NA729 0N RRS PM 1AA 0w 0 356 Pw 11717723000 00020 MPH 17 0008 OA 02354 PH 11 17 2009 0003213 03 2325 PH 11 17 2003 000 3343 03 28 53 PM 11 17 2009 000 0240 02251 PH 11 17 209 COONS O22204 PH 11 17 2009 0003144 z o 3888388883883888 Kacca a EEEE KS v Transferred ons an Dissd Digi First Poga Lat P itg Lan Ag Ai Haid ERNE m K Save in gt tasscheduler O regn GiL 6_1_09_to_7_1_09 cs
10. ist Shift m end 2nd shift DE ard Shift a 12 15 30 45 1 apa0 2 Sjaj a E pE sl SLs 15 30 45 6 ee ESE aac 1503045 S LSpaOp 45 9 15 P PATKA BKA 7 5 SNe eEEEEESE jm F When you click the OK button your new company will be created and the company name will show up in the bottom right corner of the TAS Scheduler window F lt C C lt 7 lt C CMW From now on the last company you ve worked on will automatically be loaded when you start TAS Scheduler Two files have been created in the current users documents folder your company name tsf and your company name hld The tsf file is the file that will hold all of your company information including employee forecast and schedules The hld file copies a template holiday special days file that can be modified for this particular company Whenever a company is open in TAS Scheduler a your company name Ick file is created to prevent someone else from open the same file If for some reason the program get closed improperly the Ick file will remain and you will be told that the company is locked by another computer If you know that you were the only one working on the file and it was improperly closed Gk delete the your company name lck file and the select the open company icon in the upper left corner of the TAS Scheduler window This will open the open file dialog where you can choose the company you wish open Look ir B My Documents 4 adobe S
11. list template is copied over with some Mrz 22009 predefined holidays and special Holiday Special days 01 01 2014 New ears Day Hame 05 76 2014 Memorial Day days The day doesn t have to bea 07 04 2014 Independence Day holiday it can be any special day 09 01 2014 Labor Day that would cause a change in call 11 27 2014 Thanksgiving Day tat h As th 11 28 2014 Black Friday SIAS CACI yeahs AS 0ng aS ME Name 12 24 2014 Christmas Eve is the same for the previous and 12 25 2014 Christmas current year the data will be adjusted Se eee i 0170172015 New Year s Day accordingly These days will be Save List highlighted on the Data Tab with the a eae color selected in Global Software o Cancel Clete DaytromList Options The Forecast Tab The forecast tab is used to show the number of operators forecasted for each 15 minute segment of each day of each week Without every inputting the first skill or employee a forecast may be created based off of the imported data Data Forecast Schedule 11 07 09 11 08 09 0 4 0 3 To create a forecast first select the Forecast Tab then choose Siobal Data Forecast the Create a Forecast menu item on the Forecast menu Upon A selecting the menu item a Forecast Dialog will pop up C af Create a Forecast eu Preview and Print the Forecast Depending on your checking or not checking the Erlang C method in the Global Software TEE TEIE Options will determine which
12. 0a Wednesday Wednesday U3 30p 09 30a Thursday Thursday 03 30p 09 308 Fridas Friday 03 30p 09 308 saturday saturday U3 50p 09 30a Start Tirne 12 00 00 Ak Stop Time 12 00 00 Ah canal _ The Days listbox allows for the selection of multiple days A Start Time and Stop Time may be selected then click the Add button All selected days will be given the Start and Stop Time and will be added to the Availability List To delete and availability select the availability to delete and either press the delete key or click the Delete button Either choice will ask for a confirmation of deleting the selection Once you have created the Availability List click the Save button Employees ax Once an emloyee has been saved they will j gt p be listed under their appropriate skill in the Oder Supervisor employees view Tiffany Lamb 2 Dispatcher Jennifer Head To edit an employee just double click the eee employee ie Kaleigh Ferguson Christina Smith Tracy Keadle To delete an employee just select the id Krista Seymour employee to be deleted and press the Teri Stanley ret Margaret Freeman delete key on the keyboard You will be Sod Alarms asked to confirm the deletion Gina Wilson s Chandra Tolliver i Cara Kline s Beth White is Ben Allison S OnCall iat Katelyn Sanderlin s Alexis Jimenez s Liz Hughes Trainee Time off Requests Under the employees view there is a
13. cripts OTAS Scheduler Manual ES S 4dobeStockPhotos Updaters My Recent O Answer version Cue Documents ats and Google VOIR O debt oe AnswerALL tsf C Generator Links Linksys e my Music A My Pictures my Videos my webs Oi New Folder O Private C Script Designer Places Files of type TAS Scheduler Files tet Cancel Global Software Options Under the global menu option 7 ss you may select the change software epuens MENU MEN Status Bar W Schedules B Change Software Options 7 Caption Ba Employees Upon selecting the change software options menu item the following Options Dialog will pop Up p Options Source AEE Cap call length minutes special day color ie Forecast Use Erlang schedule Chart moving line color a Chart fill color o Chart line color schedule line color E me Under the data section you may choose the source for which equipment you are using in your call center The cap call length allows you to limit the amount of time for inbound and outbound calls This way if a system gets stuck on releasing a call it won t skew your data The special day color is the highlight for holidays and specials day defined in the Holiday Special Days Dialog Under the forecast section you may choose the Erlang C method for forecasting If not selected then the Talk Time method will be used Under the schedule section you may choose the diffe
14. eer F5 11 02 09 2F PF 11 16 09 1F PF 11 16 09 2F The Schedule menu is broken into two seperate sections Menu items T2 11 23 09 1F PF 11 23 09 2F that deal with schedules and menu items that deal with templates e SORE 1 PF 09 21 09 45 Glabal Data Forecast Schedule T 10 05 09 15 PF 10 12 09 15 2 10 19 09 15 w as F 10 26 09 15 Fi create a Schedule Al Save Schedule Fi create a Template F 10 26 09 25 I 11 02 09 15 ah m PF 11 02 09 25 to Copy a schedule Su Preview and Print the Schedule aA save Template FJ 11 02 09 35 2 11 09 09 15 7 i E 7 11 16 09 15 Ei create Using Template FP 11 23 09 15 FA 11 23 09 25 Schedule Template t p ET Christina T my Jennifer T Templates Templates are used to create fixed shifts for employees Whether you create two templates for alternating weekends for certain employees or you have certain employees that always work the same fixed shift every week a Globa Data Forecast template may be created To create a Create a Schedule gj Save Schedule template click on the Create a Template 5 Copy a schedule igi Preview and Print the Schedule menu item on the Schedule menu 4 E Seen ie oe SLIT ule Lis P ER NA Rene oe a E s Create Using Template Upon clicking the Create a Template menu item the following Create a Template x dialog will pop up Mame After giving your template a name click on the create and Week I save button to create your template
15. ek 20 Maximum Hours per vveek 40 Minimum Hours per Dany 4 Maximum Hours per Day E Split Shit Capable Skill Level 1 10 i Foor Performance Inactive Pay Rate per Hour M M Overtime Skill List Shit Availability Dispatcher Edit Alarms nal Operator Trainee corel _ The minimum and maximum hours per week and minimum and maximum hours per day are important for the auto filling of schedules The skill level not only allows for a percentage of an operator but also the grading of employees Skill levels 1 4 are multilplied by 20 to allow for new operators to work to a 100 operator For example a skill level of 3 would mean this employee was 60 of a full operator Skill levels 5 10 are 100 operators and these levels are used as a hiearchy The higher the number the better the employee Auto filling schedules the top employees first The Poor Performance check box allows this employees hours to be scheduled last regardless of skill level The Inactive check box allows a employee to be removed from scheduling All of the payscale information will be used at a later date The skill list allows the selection of the employee s skill The Edit button under Shift Availability allows for the creation or editing of an employee s shift availability Clicking on the Edit button brings up the following dialog Employee Shift Availability Avatlability List Acc gt sunday 03 30p 09 30a Monday Us 30p U9 30a Delete Tuesday U3 30p 09 3
16. h of October you would select October 1st through October 31st in the Total column Ctalls 125 Time 1 16 24 You may also filter the data to view a particular day or days within a date range To do this click on the Filter the dates menu item on the Data menu Global Data Forecast Schedule ort Data Manager CSV file H Holidays Special Days E Filter the dates Show all Dates Once clicked the following dialog will pop up Data Filter Both the start date and end date selections will auto fill with every date you have imported When a date is selected the actual day is shown to the right of the date In the case shown here we want to look at all of the Fridays that fall between October 1st and October 31st Start Date 10 01 09 Thursday End Date 10 31 09 oaturday To show all the dates again just click on the Show all Dates menu item on the Data menu 2y Glabal Data Forecast Schedule o rar eee eee Ca select Al Days Cance 4 Import Data Manager CSY file Sa Holidays Special Days Filter the dates cay Show all Dates Holidays Special Days The last menu item under the Data menu is a aaa Holidays Special Days i ae 3 Import Data Manager CSV fil 4 Filter the dates EEE Holidays Special Days gt Show all Dates Once clicked the Holidays Special Days dialog pops up When a company is first created a holiday Date Holiday Special days
17. l Skills are listed with the premise that an employee can perform that skill and all skills listed beneath The Save button saves the current changes will the Cancel button allows closing the dialog without saving changes Move Down Move Up Clicking the New button or Edit button brings up the following dialog A name must be given to the skill To give the skill Name a color double click the color square and select a Color color that will look good on both a black screen and a white sheet of paper for printouts The percent effective allows you to choose what percentage of an operator this skill is It also allows that 2 Other People percentage to change based on the number of other Percent Effective wi 1 Other Person operators The minimum per shift helps in the auto 9r F filling of schedules by scheduling the minimum 4 Other People required skills first If you wish to create a Trainee skill so that a new hire can be scheduled without Minimum per Shift effecting the schedule graph just set all of the Ist Shift settings to zero peer ard Shift Employees Once the employee skills have been created you may start adding Employees 1 X employees to the company To create a new employee just click the af Daye New Employee button on the employees view Upon clicking the button the following dialog will pop up Employee Name Address City state Zip E haul Fhone Minimum Hours per We
18. opy a Schedule menu item Upon ae clicking this menu item a dialog box similar to the Create a Schedule dialog box will be displayed The Autofill check box is missing and instead the there is a selection box for the Copy a Schedule Esl OARE schedule you wish to copy Upon clicking the hee ee Copy and Save button a new schedule will be o ozs o ozn created copying the shifts from the selected schedule Use Previous Schedule Use Previous Schedule 026 09 25 o To create a new schedule starting with a Week of eee a template that was previously created is the 117 2 2003 CEEE g purpose of the Create Using Template menu item Schedule to Copy Template to Copy Upon clicking this menu item a dialog box similar TATE Week a to the Copy a Schedule dialog box will be F Autofill displayed The Autofill check box is added and the schedule selection is replaced by the template terre cannes selection Upon clicking the Copy and Save button a new schedule will be created copying the shifts from the selected template If the Autofill box is checked then the software will add shifts after copying shifts from the template Selecting a cell in a employee s row changes that employee red and displays employee info on the status bar The amount bay 50hrs Week 40 0 hrs Days 4 Beth White Total 676 18 hrs of hours the employee is schedule for the day the week the of days scheduled the employee s name and the total of hours for all employee
19. ow all Dates This will open an open file dialog where you may select the file that Lookin Domes o e fl ee EB you wish to import Either double E mteko E Oct192009_Oct262009 txt click the file or click the file and RD Erat tren then click the open button Documents yindex_files 3 My ee This will put an Importing Data Desktop n es message on the screen Once ey em etenoa this message has disappeared all of the data has been imported im Onvi Source Data tiu D O TASScheduler Screen Shots ocuments O Telescan Visual Studio 2005 Pr visual Studio 2008 We recommend importing a year s My Computer Seas j5en142009 bt worth of data if possible on the 2 first Import This way the previous My Notwork Vee name Now 22009_Nov 92009 tet year s holidays may be factored Places Files of type Text Files txt Cancel into your forecasts After the initial import of data you will only need to import weekly bi weekly or however you are set up for scheduling The Data Tab Once your data has been imported you ll see a break down of how many calls you have received in 15 minute increments The far right shows a break down of total calls per shift as defined in your company set up and total calls for a particular date Data Forecast Schedule Date 34 30 34 45 95 00 95 15 95 30 95 45 36 00 36 15 36 30 36 45 97 00 97 15 97 30 97 45 96 00 98 15 38 30 38 45 I9 00 39515 39 30 79 45
20. rent colors used for the schedule view Exporting Data Before importing data into TAS Scheduler you must export the data from your system Telescan Under the Tools menu item select Generate TAS Scheduler File The following dialog will pop Up Fea ose DER Select a starting date and an ending date that you wish to export When importing you will only get the data up to the day before the ending date This way we Stating Date Monday November 02 2009 ensure that you import a full days worth of data Ending Date Monday Movember 09 2003 Once you have selected the dates click the the Create File button Create File the file will be saved The best choice is the My Documents folder This will take the least amount of time and the file may be copied to a location that may be seen by TAS Scheduler S ce Eel E MovOz22009_NovO9z2009 txt Filename NovO22009 NovO92009 tet Save as type TAS Scheduler File Cancel Upon clicking the save button you will see the following FFFEEEFEE EF PET When the file has been written you will see the following Select the No button and you are done exporting your data i Operation Complete View File Information OnviSource Log into OnViews and select Admin then select call log menu item under Logs Undetvered 173 cs EE Echoes 0 Suspends 0 Connected to Data Service on D OL592 Connected to Data Service on OV O1592 Next select
21. requests list and click the Save button AllDay Addta Requests Approve C Deny Make the appropriate selections Start Time 11 07 08 AM Stop Time 11 07 08 AM cancel Tiffany Lamb i Jennifer Head The Schedule Tab The schedule tab is used to show the number of operators forecasted for each 15 minute segment of each day of each week with a graphical representation and is used to assign shifts to employees The schedule tab is also used to create templates A Global Data Forecast Schedule Style v Data Forecast y HH a T j 3 00 4 00 5 00 6 00 9 00 10 00 11 00 12 00pm _ 1 00 3 00 4 00 5 00 6 00 7 00 8 00 9 00 10 00 11 00 12 00pm _ 1 00 2 00 3 00 4 00 5 00 6 00 7 00 8 00 9 00 10 00 1 Operai LELLI EERE RRENTENERENE ENNE NN Day 10 26 hrs Week 43 53 hrs Days 6 Liz Hughes Total 676 20 hrs AmswerALL All saved Forecasts Schedules and Template are listed under the Schedule Files on the Schedule View To recall a Forecast a Schedule or a Template SBa Schedule Fes for viewing or editing just double click the appropriate selection Ifa Bets schedule is double clicked the Forecast used for that particular Schedule eg is also loaded To delete any of the listed files just select what you wish to Garaia delete and press the delete key on the keyboard You will be asked to confirm pper the deletion of your selection B
22. s is displayed The top left portion of the the schedule tab allows for selection of the various days of the week 11 03 09 Tue Pressing the 1 7 keys on the keyboard also change the days Located below the days is the 11 05 09 Thu Conflicts button The Conflicts button is green unless there is a conflict on the selected day To 11 07 09 Sat view the Conflict s click on the Conflicts button Upon clicking the Conflict button the Conflicts Dialog will pop up listing the CONFLICTS conflicts for the day 11 02 09 Mon Conflicts for 11 08 09 Sun Katelyn Sanderlin Stat Availabilit 05 008 scheduled Start 07 458 Krista Seymour Scheduled on an unavailable day Margaret Freeman Start Availability 10 00a Scheduled Star 049 44a 11 04 09 Wed 11 06 09 Fri 11 08 09 Sun aia mg EEE raro ena mE mg Once a schedule has been created both a week long schedule for the company or individual employee schedules may be printed With a schedule loaded click on the Preview and Print the Schedule menu item Upon clicking the menu item a Reports dialog will pop up Employee Schedules All Employees Tiffany Lamb Jennifer Head Erica Meunier Kaleigh Ferguson Schedules Christina Smith Tracy Keadle Frint Cancel
23. t the employees shift to start and select the Add menu item from the pop up menu Add Ctrle Insert me Either choice pops up a Shift Dialog Since the 7 30am time Tracy Keadle s Shift slot was clicked the Start Time automatically fills with a 7 30am A Stop Time needs to be entered The skill defaults Start Time 30 00AM to the employees skill however a different skill may be selected for the shift being added Once the appropriate data Stop Time 12 00 00AM 2 has been selected click the Save button to add the shift If Skill List 3 30pm was selected for the Stop Time the shift whould look EE Supervisor A like the following Doo BAP vw Left clicking on the shift selects Cancel the shift and puts a broken line border around the shift Selecting the shift and pressing the Cirl Enter keys on the keyboard or selecting the shift and right clicking the shift and choosing the Edit menu item or double clicking the shift all pop up the Shift Dialog If you click on a shift with the left mouse button and keep the button held down you may move the mouse left or right to change the shift While moving the entire shift the changing Start Time is displayed If you move the mouse to either end of the shift until the mouse changes to a left right arrow you may click and hold the mouse button to change either the Start or End Time only The following keyboard functions show how to manipulate a selected shift ws Shift Ctr Shift left minu
24. te left left minutes left Paea minute right minutes right right minute right right minutes right paor OO e minute left minutes left To delete a shift either select it and press the Ctrl Delete keys on the keyboard or select it and then choose Delete from the pop up menu Shifts may also cut copied and pasted to the same employee or a different employee Schedules Everything up to this point has been setup to Globa Data Forecast Schedule help with the ultimate goal of creating a be Sects incent ademit schedule With a newly created forecast or Fi niei Senn En E loaded forecast a schedule may be created Te ae To create a schedule click on the Create a Schedule menu item under the Schedule menu Create a Schedule Eg Upon clicking the Create a Schedule menu item a Create a Schedule dialog pops up The forecast loaded will be shown The previous neni schedule is used to load any shifts that roll over from the previous week The week of field is used to select the start date of the schedule _ 2 Previous schedule you wish to create If the Autofill box is checked then the software will 10 26 09 25 a attempt to create a schedule for the week In unchecked you will be Week af presented with a blank schedule and shifts may be added manually 117 272003 7 Clicking the Create and Save button creates this schedule To create a new schedule starting with a schedule that was previously created is the purpose of the C
25. v od B 7_1_09_to_8_1_09 csv C Local Disk 2g 8_1_09_to_9_1_09 csv B 9_1_09_to_10_1_09 csv 10_1_09 to_10_27_09 csv E 10_28_09 to 11_02_1 csv D Full Backup 11 01_09 to 11_10_09 csv Bh 11_10_09 to11_16_09 csv Serine ere ae z En rE s fisse laah sou coe E Local Disk Name the file and click the save button 3 My Network Save as type Comma Separated Yalues csv v amtelco From the Access Report Generator click the Account Traffic button H Access Report Generator Accurate Messages administrative MER cte Account statistics Abandon ARI AcctStat Events Data In Call Detail Acct Stats Total Dialout Detail Dial List Operators Traffic Generation Options Date Time Client Maint Converter Data Out Pecans Dialout Finder Call Busied Get Descriptors Call Handling OntCall Insert Call Finder OnCall Delete EEREEEE Op Interval p Login Op Scheduling Operator Traffic Patch Time VM Scripting WebLall Detail ero Time C Program Files MDA Capture mdr mdb 1493 3 MB at 117 1872009 1 10 Select date range and check the following selections and click the export button 6E Account Traffic Account Traffic Report Start date 7 1 2009 12 00 00 AM Set End date 107 172009 12 00 00 AM Set Start account 1 za Al End account Start Billig 0 End Billing za AU W Taly once per assignedanswered call
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