A value from 0 to -24. This field will set the end of the window based upon the current time. 0 = current interval; -1 = the previously completed interval. If the current time is 9:07, and the Administrator sets the setting to -1, the To field automatically populates with 9:00 (data from 8:45 - 9:00); -2 = If the current time is 9:07, and the Administrator sets the setting to -2, the To field automatically populates with 8:45 (data from 8:30 – 8:45).

The number of calls abandoned in the corresponding quarter.

The target maximum percentage of calls that can be abandoned during any 15-minute interval. During forecasting, Monet calculates employee requirements to meet this goal.

Where the requirements are set for the contact center by assigning each scheduled activity with its own combination of allowed Monet statuses.

The adjustments to the age or requirements due to any changes made to the original Forecast.

After the scheduled shift. Only use with a positive (+) exception.

Average time (in minutes) it takes to handle an individual task of this type.

The average time in which calls are answered.

Indicates that Monet should be targeting the Weekly or Monthly agent hourly targets, and not trying to fit them into schedules that have already been created alone. When active, the shift profiles and dates are displayed. Rosters can only run with this box unchecked if schedules are present.

Selecting this radio button will open all regular exception fields to the agent when requesting a regular exception of this type.

The average talk time and after call work time combined for the Forecasted date.

The average amount of time a call waits to be answered.

AWT is the sum of ATT (Average Talk Time) and ACW (After Call Work).

Creates a forecast that balances the speed of creating the forecast with the number of optimization steps taken.

Before the scheduled shift. Only use with a positive (+) exception.

Enter the number of minutes for first break, which is scheduled before lunch. You may enter a zero if the shift only has one break and you would like it to occur later in the shift or if the agent does not receive a break at all.

Enter the number of minutes for second break, which is scheduled after lunch. You may enter a zero if the shift only has one break and you would like it to occur earlier in the shift or if the agent does not receive a break at all.

The number of calls expected in the corresponding quarter or time increments.

Where the display is set for colors for all phone statuses and scheduled activities. Color controls how the Status or Activity appears on screen. Background is the main color; Foreground is the text color.

Handling ACD means time spent in the status is directly related to taking inbound tasks. This field only applies to agent statuses.

Includes the activity as scheduled minutes for adherence and reporting activities. This field only applies to scheduled activities. Exception statuses where the agent is considered Working (meetings, training) should be counted as scheduled minutes. Exception statuses where the agent is considered Non-Working (PTO, vacation, appointments) should Not be counted as scheduled minutes.

Default intervals settings used when calculating the Cumulative Ratio of "Forecast versus Actual" calls and "AHT." The Cumulative Ratio is used in the Intra-day process to evaluate skill team performance.

Number of tasks to complete per day across the contact center.

This means that any Regular exception request entered by an agent will automatically constitute a day off.

Only used in the roster generation process when schedules are present. When selected, agents can take shifts with requirements that are not exact matches to their skill team. If the skills in the agent’s skill team are close to the skills in another skill team, the agent may be able to take shifts with a requirement that is not an exact match to their own.

Enter the earliest start time an employee is available for work each day. If the entry for the first open day is the same as that of the following day, press the enter key to move to that day, which will be populated with the same earliest start time. If you wish to change the earliest start time for the next day, use either the tab key or the down arrow key to move to the next field.

Enter the earliest start time in which the shift can begin.

Amount of time spent working on the task that applies to the AHT. (Example: A task takes 15 minutes to complete with 5 additional minutes of preparation, total time 20 minutes. Efficiency % is 75.)

Monet will distribute the calls to all skill teams based on how many agents are in each team.

A 3-digit, alphanumeric code used to uniquely identify this exception type.

Creates a forecast with more than the minimum optimization steps.

Creates a forecast quickly by reducing the optimization steps to a minimum.

Enter the Fixed Shift ID to use.

A choice between the speed at which a forecast is produced, and the accuracy of the number of agents required. The more precise the forecast, the longer it takes Monet to calculate the forecast.

Forecast Seed determines how Monet will simulate the distribution of calls during forecasting.

The start of the window. Only values which coincide with an interval start time are allowed. Ineligible times will automatically convert to the nearest interval start time. Intervals are in 15-minute increments: 8:00, 8:15, 8:30, etc.

The number of calls attended.

When unchecked, the system will ignore previously entered exceptions, and create a schedule for all agents (even those who may have existing time off).

Enter the Hourly Cost for the shift. You may enter a 0 in this field.

The Imported ID is a character string used by Monet to identify the corresponding state on the switch. Imported IDs will be pulled into Monet automatically by the data collector.

The Imported ID Description is a description that the user can use to identify the phone state without having to memorize the Imported ID.

Increment size can be the start of the next shift. If there is an 8 hour shift and agents start every 30 minutes, enter 30. If they start on the hour, enter 60 minutes. Smallest increment is 15 minutes.

Enter the latest end time an employee is available for work each day. The entry must be later than the earliest start time and the latest start time for each day.

Enter the latest start time in which the shift can end.

Enter the latest start time an employee is available for work each day. The entry must be later than the entry in the earliest start time for each day. If the entry for the first open day is the same as that of the following day, press the enter key to move to that day, which will be populated with the same latest start time. If you wish to change the latest start time for the next day, use either the tab key or the down arrow key to move to the next field.

The length of the lunch for this shift. Example 30 minutes, 60 minutes, etc.

The number in hours for the time frame in which the lunch is allowed to be placed. The lunch window is used if employees need to have a later or earlier lunch verse taking the lunch in the middle of their shift.

The number of hours to offset the lunch. The lunch is generally placed in the center of the shift (therefore a 0 offset). -1 is one hour towards the start of the shift and +1 is one hour towards the end of the shift. You can enter .75 hours or 2 hours or -3 hours as well.

Enter the maximum number of days an agent can be scheduled in a row. Value can be from 1 to 14 days in a row.

Enter the maximum number of days an agent can be scheduled in a week. Value can be from 1 to 7 days in a row.

The longest allowable non-call activity slot size (in minutes).

Enter the maximum number of hours that an employee can work for each day when the workgroup is open. When rosters are assigned, Monet will assign an employee only shifts consisting of hours between the minimum and maximum hours for that day. Lunchtime is excluded in the count of hours, but break time is included. For example, a 9 a.m. to 5:30 p.m. shift with a 30-minute lunch would be considered to be eight hours long.

The maximum number of hours in the shift with the lunch time included. For example, a 9 a.m. to 5:30 p.m. shift with a 30-minute lunch would be considered to be 8.5 hours.

Maximum will schedule all agents using their maximum hours targets.

Max Time is the number of seconds that can be spent in a status before the agent is considered out of adherence.

The shortest allowable non-call activity slot size (in minutes).

Minimum amount of time between blocks of this non-call activity (in minutes). Setting this will ensure that multiple sessions can be spaced apart.

Enter the minimum number of hours that an employee can work for each day when the workgroup is open. When rosters are assigned, Monet will assign an employee only shifts consisting of hours between the minimum and maximum hours for that day. Lunchtime is excluded in the count of hours, but break time is included. For example, a 9 a.m. to 5:30 p.m. shift with a 30-minute lunch would be considered to be eight hours long.

Enter the minimum number of hours in the shift with the lunch time included. For example, a 9 a.m. to 5:30 p.m. shift with a 30-minute lunch would be considered to be 8.5 hours.

Minimum will schedule all agents to the minimum hours they can work.This is good for off season with flexible staff who are willing to work less hours.

This field will set a minimum value for the Personal Hours Cost field for all exceptions of this type. This will prevent an exception from assigning a Personal Hours Cost below the minimum setting here.

This field will set a minimum value for the Time Off Hours field for all exceptions of this type. This will prevent an exception from assigning Time Off Hours used below the minimum setting here.

Use to add as many statuses as desired to track agent adherence. All of the Exceptions and Non-call statuses will be added by default, and will be considered scheduled activities (along with Available, Break, Lunch, and Logged Out). These statuses populate the Scheduled Activities table in the Adherence Rules tab as activities, which can be allowed or disallowed.

Enter the maximum number of target hours per month for this employee. The minimum and maximum can be the same or can be expressed by a range of hours (e.g., 160, 200). Example 40 hours x 4 weeks = 160 hours.

Enter the minimum number of target hours per month for this employee. The minimum is least amount of hours the agent can work, 20 hours a week x 4 weeks = 80 hours for the month.

Creates a forecast using the maximum optimization steps.

For mid-day exceptions, negative (-) impact takes a call taker away from the available agents count.

For mid-day exceptions, neutral (N) impact has no effect on available agents. Events that do not affect an employee's availability can be tracked with this code.

Optimal will build the most efficient rosters balancing min/max hours and scheduling agents only as needed.

The minimum length is 6 to 50 characters along with whatever rules the administrator has set for the password format.

The number of seconds the client will wait on hold before abandoning.

For mid-day exceptions, positive (+) impact adds a call taker to the agents count.

Creates a forecast using more than the minimum, and less than the maximum optimization steps.

The percentage of calls that would be answered in the number of seconds in the threshold delay.

Removes non-text/non-numeric characters (such as commas, quotations marks, forward slashes) from the report results when exported as a CSV file. These characters sometimes cause problems when importing the file into another system.

The number of employees required in the time interval.

Service level can be forecast based on Average Speed of Answer (ASA), Threshold Delay, and Probability (%); or a combination of ASA and Threshold/Probability (%).

Enter the Shift Profile to use. Shift Profiles can be the agent's existing shifts or potential shifts you wish to allow.

The number of calls offered once the Forecast is simulated.

When a skill can be answered in more than one Skill Team, Monet will send all the calls to the most efficient team. The most efficient team is the team that requires the least amount of people to handle the expected workload.

Enter the preferred start time.

Imported statuses from the ACD can be mapped to Monet Statuses created on the Monet Statuses tab to ensure that all statuses visible in Monet have the same user-friendly format.

Use to create user-friendly names for statuses from the ACD. The Status Name appears on the RTA screen, Agent Status Report, and Adherence Report.

The number of seconds a customer call will wait in the queue of the phone system (ACD).

The quarter or time increments for which the report is generated.

This field applies to all exception codes. It works with the Time Off Manager to recommend potential days off to the agent in their agent portal.

Unlimited will ignore maximum weekly/monthly targets, and schedule agents as many hours as needed to cover the forecasted workload.

Enter the maximum number of target hours per week for this employee. The minimum and maximum can be the same or can be expressed by a range of hours (e.g., 30, 40). Maximum hours must be equal to or greater than the minimum hours.

Enter the minimum number of target hours per week for this employee. The minimum is least amount of hours the agent can work (for example: 5 days x 4 hrs = 20 hours for the week).

Weekly Target refers to the Weekly and Monthly min/max hours on the employee profile.

Fills all the fields with zeros for Skill Codes.