Chapter 2 - The My Home Module My Volumes
This calculation is computed using the exact underlying durations (with millisecond precision) , rather than using the rounded values displayed in the table. Also, the percentage is rounded to the nearest integer. Therefore, the value displayed may be slightly different than the number you arrive at by your own calculations.
Rounding
Although seconds are not displayed in the Summary Table, if the underlying number of seconds is greater than or equal to 30, the minutes value will be rounded up. So, if an underlying duration is 7 hours, 59 minutes, 30 seconds, then it is displayed as "08:00"
(8 hours, 0 minutes, 0 seconds).
Current Day
When viewing the current day (today), the values in the Summary Table are only up to the current time. For example, if you are scheduled for 8 hours from 9:00 AM to 5:00
PM, and the current time is 10:00 AM, the Scheduled In-Office Hours will be one hour
("01:00"). If that first hour is made up of of 30 minutes of adhering exceptions, and 30 minutes of non-adhering exceptions, the Approved Exception Hours will be "00:30," the
Unapproved Exception Hours will be "00:30," and the Adherence Exceptions during
In-Office Hours will be "00:30." The Day's Adherence will be 50%. As you can see, the
50% does not mean that half of the day is in adherence, but rather than half of the scheduled time up to now is in adherence.
My Volumes
The
My Volumes
module is only visible if you are licensed for the Operations features, and allows you to track current and historical work volumes. It contains two tabs:
Work
History
Track workload of various types as it arrives, is completed, and pending (backlogged) through the day and week.
View a history of your entered and completed work.
Work
Use the
Work
tab to track workload of various types as it arrives, is completed, and pending (backlogged) through the day and week.
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76
Chapter 2 - The My Home Module My Volumes
You can use this tab to view a summary of the work entered for you. You can: z
Enter the amount of work “checked out” from a work queue and “checked in” when completed z
Track new work that arrives z
View the status of each work queue’s inventory on an intra-day and/or intra-week basis
There are 5 types of VCT events for which work can be entered; the work queue profile determines which events are applicable for that given work queue. z z z
Arrivals—Team managers have the ability to add arrivals to work queues, which increases their inventories by the arrivals number. The arrivals get transformed into volumes through an Integration Server adapter.
Inventory—Provides you with a net total of outstanding work for each work queue of the organization at which you are working.
Check-Out—Identifies a quantity of inventory as being worked on by you.
Checking work out for a work queue or sub-work queue decreases the inventory level of that work queue or sub-work queue by that value and increases Work in
Progress (WIP) by that value. Work can be checked out through this page. z z
Check-In—Work that is tied to a work queue or sub-work queuethat has been checked out can be checked back in. This process removes the amount from the
Work in Progress (WIP) tally for that work queue or sub-work queue by the value of the Check-In. Work can be checked in through this page.
Work-In-Progress (WIP)—Provides you a current net total of your work that has been checked out for the work queue in question. (Check-Out increases WIP;
Check-In decreases WIP.)
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