Import staffing from external suppliers

Import staffing from external suppliers (BPOs) to be added in addition to any internal resources. The staffing import updates the staffing levels. This gives you a good foundation to make decisions on any further actions needed. For example, if you need to postpone meetings or ask agents to work extra time to fulfill the remaining resource need.

Previous imports can be overwritten by a new import. This is useful if the staffing numbers at the BPO changes over time. The new values overwrite the old values when a new staffing file is imported for the same BPO source, the same skill combination and the same intervals as the previously imported file.

When using different skill combinations in the import files, these are different resources, even if some of the skills are the same.

EXAMPLE   Two staffing files are imported. The first file is for the Direct Sales skill and the other file is for the Direct Sales skill and the Channel Sales skill. The agents in the first file are the considered to be single-skilled and the agents in the second file are considered to be multi-skilled.

The imported staffing data is displayed in the Staffing tool and the Intraday tool on web, as well as in the Schedules module in the client. The total scheduled time per skill, including the imported data, is shown in the standard report Forecast vs Scheduled Hours report.

It is possible to remove previously any imported staffing contribution for a BPO. This is useful when you for example want to stop using a BPO from a specific date.

Staffing imports can be done for today and the next seven weeks.

Prerequisites

  • The BPO Exchange license is applied.
  • You have the Staffing > BPO Exchange permission.

Page location

WFM > Staffing > BPO Exchange

Procedures

Import staffing

Import staffing from external suppliers. See BPO exchange file formats for more information about the required file format.

NOTE   For Daylight Saving Time (DST) in the fall, you must remove the 1:45am to 2:00am interval in order to import a staffing file successfully.

  1. Click Import staffing.

  2. Drop the staffing file to import in the field or click to select a file to import.

    The staffing file is imported once you get the message that the import was successful. The successful imports are shown in the main Staffing view for the affected dates and skills.

Clear previously imported staffing

Clear staffing to remove the imported staffing contribution from a supplier. If you want to replace previously imported staffing for the same supplier and skill combination, import a new file instead. The staffing in the new file will overwrite the previously imported staffing.

  1. Click Clear staffing.
  2. Click in the Select BPO field and select the BPO that you want to remove the staffing for.
  3. Select the period for which you want to remove data. Maximum seven weeks forward from today can be selected.
  4. Click Remove.
  5. Click Yes to confirm.

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