Entering Component Specific Data Using IMG 

Customizing and configuring IC WFM requires the following general steps within the IMG:

       1.      Configuring the general rules and settings that define your Interaction Center, which IC WFM refers to as a Location. You must give each physical entity in your Interaction Center its own location profile. Therefore, Interaction Centers with multiple locations will have multiple locations defined in IC WFM.

IC WFM uses the CRM org structure for defining its sub-orgs (departments) and teams all of which will be in the same (or multiple) physical locations.

       2.      Defining how IC WFM creates forecasts.

       3.      Defining how IC WFM calculates schedules and schedule cost.