Workflow: Create and use staffing profiles

Create and schedule staffing profiles, and then view the statistics generated as a result.

Workflow 

1. Create a staffing profile for workforce planning

   To evaluate alternative staffing plans and project future staffing needs, create a staffing profile.

2. Add a staffing profile to the scheduling period

   After creating a staffing profile, assign it to a scheduling period. You can then use it for that scheduling period for all scheduled employees. Define the acceptable percentage your staffing profiles can deviate from the service goals Goals in WFM that allow determining how quickly work should be handled, including service level, Average Speed to Answer (ASA), and deadline goals. for the scheduling period.

3. Schedule a staffing profile and create phantom schedules

   Generate a schedule that includes your staffing profile. You can choose to add staffing profiles only, or employees and staffing profiles. The process is identical to creating a schedule for employees. The profiles are used by the scheduling engine to create and add phantom schedules to the calendar.

4. View statistics using staffing profiles

   To view the difference between schedules with and without staffing profiles, use the statistics ribbons and graphs on the calendar. Use the results to determine the FTEs, cost, and employee staffing requirements.

Related topics 

Workforce planning

Phantom scheduling