Entering Operational Settings

Use

Use this procedure to enter operational settings.

Prerequisites

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1. You have successfully installed the required components IC WFM components from SAP CRM 4.0 with SP03.

Note

The IC WFM Installation Guide is available through PLM. You can also access the Installation Guide through:

· SAPNet using the alias netweaver

· The SAP Service Marketplace accessed externally via: http://service.sap.com and internally via https://websmp104.sap-ag.de.

Once at either site, follow the path: SAP NetWeaver in Detail à Solution Life-Cycle Management à Installation à Installation & Upgrade Guides à mySAP CRM à SAP CRM 4.0 and then scrolling to IC Workforce Management Installation Guide.

2. You have successfully installed Enterprise Portal 5.0 SP04 Business Package 50.3.

Note

Information on installing the SAP Enterprise Portal is available through:

· SAPNet using the alias netweaver

· The SAP Service Marketplace accessed externally via: http://service.sap.com and internally via https://websmp104.sap-ag.de.

Once at either site, follow the path: SAP NetWeaver in Detail à Solution Life-Cycle Management à Installation à Installation & Upgrade Guides à SAP Enterprise Portal à Installation à Installation, Upgrade and Patches à EP 5.0 SP4 Roadmap and then scrolling to the information you need to complete your installation.

3. You have accessed the WFM CS Admin iView to complete the IC WFM installation. See Configuration Management for more information.

Procedure

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1. Define the location profile.

In the Implementation Guide (IMG) for CRM, select the following path to define the location profile:

Customer Relationship Management àInteraction Center Workforce Management àOperational Settings à Define Location Profile

All other configuration settings are assigned to a specific location profile. In the case of an interaction center with only a single location, the location profile describes the organization and settings for that interaction center. In implementations across multiple interaction center sites, each location must be given its unique location profile.

Field name	Description	User action / Notes
Location Profile	A unique name for the location.
Start Date	A beginning date for the location.
End Date	An end date.	If no end date is planned for the location, enter 12/31/9999 to signify an open-ended validity range.
Short Description	A label of the location that IC WFM uses for display purposes.	The maximum length is 50 characters.
Holiday Calendar ID	A unique identifier corresponding to a Holiday Profile in CRM.	You must have created the Holiday Calendar before starting this activity by selecting SAP Web Application Server à General Settings à Maintain Calendar from the SAP Easy Access Menu.
Currency	Defines the currency used at the location.
Long Description	An optional detailed description of the location.	Can be up to 150 characters.

2. Define the organization unit and location profile mapping.

In the Implementation Guide (IMG) for CRM, select the following path to define the organization unit and location profile mapping:

Customer Relationship Management àInteraction Center Workforce Management àOperational Settings à Define Organizational Unit and Location Profile Mapping

This is where you associate organizational units in mySAP CRM with location profile(s) you created in the previous step. The org unit mapped to the location profile represents the top level node of the org hierarchy in IC WFM.Organization unit and location profile mapping business info.

Field name	Description	User action / Notes
Root Org Node	The CRM organization unit to associate with the location profile.	Previously created within mySAP CRM.
Description	The description of the organization as it apppears within the system.	Displayed by the system.
Location Profile	The IC WFM location to map to the CRM organizational unit.	This is the location you created in the previous step.
Created By	The user the system recorded as creating this information.	Displayed by the system.
Created At	The time at which the system first recorded this information.	Displayed by the system.
Last Changed By	The user the system recorded as making the last change to this information	Displayed by the system.
Changed At	The time at which the system recorded the last change to this information.	Displayed by the system.

3. Define teams.

In the Implementation Guide (IMG) for CRM, select the following path to define teams:

Customer Relationship Management àInteraction Center Workforce Management àOperational Settings à Define Teams

This is where you associate teams in IC WFM to the org units that you have previously defined in the CRM organizational structure. You assign agents to teams within the larger Interaction Center hierarchical structure. Agents within work areas within the Interaction Center hierarchical structure are typically subdivided into teams based on supervisory structure where a supervisor and/or manager is typically assigned to each team.

IC WFM uses teams as a way to filter specific agents for events, viewing, and reporting purposes.

Example

Teams are sometimes divided among geographical responsibilities; responsible for North, Central, and/or Eastern Sales regions or according to shift times, morning, afternoon, or evening teams.

Field name	Description	User action / Notes
Location Profile	The IC WFM location to which the team will be associated.	Enter or select the location.
Org Unit	The org unit identifier for the team.	The team must have been previously created within the CRM Hierarchy.
Description	The description of the organization used to define the team as it apppears within the system.	Displayed by the system.
Created By	The user the system recorded as creating this information.	Displayed by the system.
Created At	The time at which the system first recorded this information.	Displayed by the system.
Last Changed By	The user the system recorded as making the last change to this information	Displayed by the system.
Changed At	The time at which the system recorded the last change to this information.	Displayed by the system.

4. Define the start of week and daybreaker.

In the Implementation Guide (IMG) for CRM, select the following path to define the start of week and daybreaker:

Customer Relationship Management àInteraction Center Workforce Management àOperational Settings à Define Start of Week & Day Breaker

This is where you define the start of the week (the weekbreaker) and the start of the business day (the daybreaker). The daybreaker is the time when one business day ends and the next begins. The weekbreaker is the day when one business week ends and the next begins. All time and day sequences in the system are based on this information. For example, the first day of the schedule week is defined with this activity.

The daybreaker for IC WFM could be different than the time a calendar uses to indicate when one day ends and the next starts (that is, 12:00 midnight). For example, if your daybreaker is 04:00 (4:00 AM), and your weekbreaker is Sunday, then each business day starts at 04:00, and your business week starts at 04:00 Sunday morning. The consequence is that a shift could span multiple calendar days without spanning multiple days in the IC WFM schedule period

Field name	Description	User action / Notes
Location Profile	The location to which this daybreaker definition applies.	Enter or select the location.
Start Date	An effective start date for this daybreaker setting.	IC WFM considers the daybreaker valid for the range defined by the start and end dates. The date entries must not overlap with other entries for the same location profile.
End Date	The effective end date.	If no end date is planned for this daybreaker definition, enter 12/31/9999 to specify an open-ended validity range.
Week Day	The day that IC WFM is to use as the weekbreaker.
Start Time	The time that IC WFM is to use as the daybreaker.	Entered in HH:MM, 24-hour format where 2:00pm is entered as 14:00.

Caution

You may change the week breaker definition at any time. However, the effective start date of a change for the week breaker should occur on the same day of the week breaker change. For example, suppose the current date is Monday, March 1, and your current week breaker definition is Saturday. If you needed to change the week breaker definition from Saturday to Sunday, you should define the effective start date for the change as the Sunday, March 7.

5. Define weekend days.

In the Implementation Guide (IMG) for CRM, select the following path to define weekend days:

Customer Relationship Management àInteraction Center Workforce Management àOperational Settings à Define Weekend Days

IC WFM performs special handling on weekend days and certain work rules apply only on weekend days. The definitions you enter here are used as input into the work rules used to create schedules.

Field name	Description	User action / Notes
Location Profile	The location to which this weekend definition applies.	Enter or select the location.
Start Date	An effective start date for this weekend definition setting.	IC WFM considers the weekend definition valid for the range defined by the start and end dates. The date entries must not overlap with other entries for the same location profile.
End Date	The effective end date.	If no end date is planned for this weekend definition, enter 12/31/9999 to specify an open-ended validity range.
Weekend Days	Click on the days you want to define as weekend days. When checked, the system considers the day to be a weekend day. When blank, the system considers the day to be a weekday.	You can choose as many days as necessary. The days you choose do not need to be consecutive. The days you choose do not need to be in any particular order.

6. Define seniority date preference.

In the Implementation Guide (IMG) for CRM, select the following path to define seniority date preference:

Customer Relationship Management àInteraction Center Workforce Management àOperational Settings à Define Seniority Date Preference

IC WFM uses an agent’s seniority as a sort parameter when displaying schedules. You can also use the seniority as a criterion for assigning preferred shift times. You define what date from the Business Partner data IC WFM should use to determine seniority. For this release, the seniority date can be either the Start Date or Hire Date.

Field name	Description	User action / Notes
Location Profile	The location to which this seniority date definition applies.	Enter or select the location.
Start Date	An effective start date for this seniority date definition setting.	IC WFM considers the seniority date definition valid for the range defined by the start and end dates. The date entries must not overlap with other entries for the same location profile.
End Date	The effective end date.	If no end date is planned for this weekend definition, enter 12/31/9999 to specify an open-ended validity range.
Choice	Select an option from the dropdown list to specify the date to use for determining seniority.	The options are Start Date and Hire Date. Start Date is the default value.

7. Define absence types.

In the Implementation Guide (IMG) for CRM, select the following path to define absence types:

Customer Relationship Management àInteraction Center Workforce Management àOperational Settings à Define Absence Types

You define the types of absences relevant to your organization in order to classify employee absences to various categories in order to properly account for them. Categories might include vacation, sick day, jury duty and personal day.

The IC Manager uses these definitions to categorize absences when entering them into IC WFM. Although the system treats each absence identically (that is, the employee is made unavailable when an absence is entered for a specific day), you should define these categories for reporting purposes.

Field name	Description	User action / Notes
Location Profile	The location to which these absence type definitions apply.	Enter or select the location.
Abs Code	A unique identifier for the absence type.	This is the description that users logged on with the IC Manager's Role will see on the Employee Maintenance iView when entering absences.
Start Date	An effective start date for these absence type definitions setting.	IC WFM considers the absence type definitions valid for the range defined by the start and end dates. The date entries must not overlap with other entries for the same location profile.
End Date	The effective end date.	If no end date is planned for this weekend definition, enter 12/31/9999 to specify an open-ended validity range.
Short Description	A label of the absence type that IC WFM uses for display purposes.	The maximum length is 50 characters.
Active?	A check box indicating whether the absence type is enabled in IC WFM.	Click on the check box to enable the absence type. If the absence type is not enabled (that is, there is no check mark in the Active? Box), while defined, the absence type cannot be used in IC WFM. This allows corporate to define a collection of absence types and then specify which are to be used at which locations.
Default	A check box indicating whether the absence type is the default displayed in the IC WFM absence type drop down.	Only one type can be defined as the default.
Display Limit Days	The number of days absences should remain visible on the time off requests page of the Employee Maintenance iView after the end date of the entered time-off request.	This page is available in the Enterprise Portal to users logged on with the IC Manager's Role.
Long Description	An optional detailed description of the absence type.

Caution

Absence information is maintained only within IC WFM in order to identify days on which an employee is unavailable for scheduling. It is not shared or collected from other components.

8. Define break rules.

Breaks are scheduled free time within an employee’s schedule. Breaks can be paid or unpaid with meals the type of break that are typically unpaid. Break rules define the types, lengths and scheduling requirements for breaks. Complete the following three activities to define break rules:

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a. Define break types.

In the Implementation Guide (IMG) for CRM, select the following path to define break types:

Customer Relationship Management àInteraction Center Workforce Management àOperational Settings à Break Rules à Define Break Types

Common break types include meals (typically unpaid time scheduled for 30 or more minutes), and breaks (typically paid time scheduled in 15-minute increments).

Schedule rules require a certain number of breaks and meals for shifts, depending on scheduled shift lengths. IC WFM uses the definitions you enter here to determine if the appropriate types and numbers of breaks are assigned to each shift. You are creating a superset of break types that you will use when configuring the rule sets and break space rules.

Caution

Break types ensure that IC WFM schedules breaks and meals in accordance with corporate, union, and legal requirements.

Field name	Description	User action / Notes
Location Profile	The location to which the break type applies.	Enter or select the location.
Break Type	A unique identifier for the break type.	This identifier can be up to six characters long. To make entering breaks easier, you should make the break type meaningful. For example, entering BR60 for a 60 minute break.
Duration in Minutes	The maximum allowable length of the break, in minutes corresponding to quarter hour increments.	Allowable entries are 15, 30, 45, 60, 75, 90, 105 and 120 minutes.
Paid Flag	A check box indicating whether the break time is paid or not.	Checking the column indicates the break type should be paid, and IC WFM should include that time in schedule rules and schedule cost estimation calculations. Leaving the box unchecked signifies the break should not be paid.
Meal Flag	A check box indicating whether IC WFM should consider the break as a meal.	Leaving the box unchecked indicates that this break type is not a meal.
Short Text	A short description of the break type.
Long Text	A detailed description of the break type.

b. Define break rule sets.

In the Implementation Guide (IMG) for CRM, select the following path to define break rule sets:

Customer Relationship Management àInteraction Center Workforce Management àOperational Settings à Break Rules à Define Break Rule Sets

Break rule sets help large organizations group their most common rules into sets and then apply the break set to the agent. Break rule sets provide the means to associate all applicable break rule attributes that you will assign to the agent.

Field name	Description	User action / Notes
Location Profile	The location to which the break rule set applies.
Break Rule Set ID	A unique identifier for the break rule set.
Start Date	A beginning date for the break rule set.	IC WFM considers the break rule set valid for the range defined by the start and end dates. The date entries must not overlap.
End Date	An end date.	If no end date is planned for this break rule set, enter 12/31/9999 to specify an open-ended validity range.
Short Text	A short description of the break rule set used for display purposes.
Min Aft Shift Start	The minimum time after the start of a shift that a break can begin.	This value must be entered in minutes, in quarter hour increments, and must not be more than 360. For example, 2 hours 30 minutes would be entered as '150'.
Min Bef Shift End	The minimum time before the end of a shift that a break can end.	This value must be entered in minutes, in quarter hour increments, and must not be more than 360. For example, 2 hours 30 minutes would be entered as '150'.
Contiguous Breaks?	A check box to enable the contiguous scheduling of paid and unpaid breaks.	When this box is checked, IC WFM schedules paid and unpaid breaks right after each other (that is, contiguously). When the box is not checked, IC WFM cannot schedule contiguous breaks. Use this check box to ensure compliance with corporate, legal, and/or union break regulations.
Open Sequence	A check box to enable schedule processing to choose the order of the breaks assigned in a shift.	When the box is checked, IC WFM will schedule paid and unpaid breaks in any order. When it is unchecked, IC WFM will schedule paid and unpaid breaks in the order you specify in the IMG Activity Define Break Space Rules (in step c below).
Gap Cost	A numeric value indicating the schedule priority cost of violating break placement.	The gap cost is used by IC WFM to determine the placement of breaks within a shift relative to: · The minimum time after the start of a shift that a break can begin. · The minimum time before the end of a shift that a break can end. · The time between breaks (based on the spacing rules defined for minimum gap between shifts and breaks).
Long Text	A detailed description of the break rule set.

c. Define break space rules.

In the Implementation Guide (IMG) for CRM, select the following path to define break space rules:

Customer Relationship Management àInteraction Center Workforce Management àOperational Settings à Break Rules à Define Break Space Rules

Break space rules define the intervals between the end of one break and beginning of the next. You must define break types and spacing rules for each shift length and shift time range.

To define break space rules:

i. Select a location profile to which the break space rule applies.

ii. Select a break rule set ID to which the break space rule applies.

iii. Define the break rule by completing the following fields:

Field name	Description	User action / Notes
Break Rule ID	A unique identifier for the break rule.
Start Date	A beginning date for the break rule.	IC WFM considers the break rule valid for the range defined by the start and end dates. The date entries must not overlap.
End Date	An end date.	If no end date is planned for this break rule, enter 12/31/9999 to specify an open-ended validity range.
Shift Day Index	A dropdown list showing the days of the week.	Select the day to which the break rule applies.
Shift Short Length	A numeric value representing the shortest shift duration for which this break space rule can be applied.	This value must be · Between 0 (zero) and 24.00 · Entered in quarter-hour intervals · Entered in decimal format For example, 4 hours 30 minutes would be entered as 4.50. 4 hours 45 minutes would be entered as 4.75.
Shift Long Length	A numeric value representing the longest shift duration for which this break space rule can be applied.	This value must be · Between 0 (zero) and 24.00 · Entered in quarter-hour intervals · Entered in decimal format For example, 4 hours 30 minutes would be entered as 4.50. 4 hours 45 minutes would be entered as 4.75.
Shift Start Range St	A time value (entered in HH:MM format) representing the earliest time in the schedule day a shift can begin and have this break space rule applied to it.	This value must not be earlier than the daybreaker.
Shift Start Range End	A time value (entered in HH:MM format) representing the latest time in the schedule day a shift can begin and have this break space rule applied to it.	This value must not be later than the daybreaker.

iv. Select a break rule, click New Entries and define break space rule details by completing the following fields.

Field name	Description	User action / Notes
Brk No	A unique numeric identifier for the break.
Start Date	A beginning date for the break space rule.	IC WFM considers the break space rule valid for the range defined by the start and end dates. The date entries must not overlap.
End Date	An end date.	If no end date is planned for this break space rule, enter 12/31/9999 to specify an open-ended validity range.
Space	The number of minutes that must follow this break before the system can schedule another break.
Brk Type	A list of valid break types.

Result

You have ensured that an organization is available for use by IC WFM and have created all organizational settings.