Define Tasks (SAP Library - SAP CRM: Business Scenario and Business Process Configuration)

Define Tasks

Use

Tasks represent detailed activities defining work that needs to be completed. The system forecasts and schedules tasks based on the task type. Use this procedure to define tasks.

Procedure

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1. You access the transaction through either:

¡ The SAP Easy Access Menu, by choosing either path:

§ Industries ® Retail Multisite Workforce Deployment ® Forecast Settings ® Define Tasks

§ Interaction Center ® Interaction Center Workforce Management ® Forecast Settings ® Define Tasks

¡ The SAP Easy Access Menu, by entering the transaction code CRM_WFM_SM.

You see the initial page for the site maintenance tool.

i. At Profile Type, display the selections and choose Work Area/Forecast / Parameters.

ii. At Sub-Type, display the selections and choose Task.

iii. Choose Search.

iv. Click Task, the topmost node of the tree, with the secondary mouse button and choose Create.

You see the Create New Parameter dialog box.

v. Enter a Profile ID, which is the name of the task definition the system displays in the tree view.

vi. Enter a date defining the first day for which the task definition is valid.

vii. Choose Continue.

2. You see the task definition page where at the Definition area you enter:

Field name	Description	Use / Notes
External Key	The unique identifier for the task definition you entered at the Create New Parameter dialog box.
Short Description	Enter a short description of the task indicator definition.	The system uses this description in any displays identifying the task indicator.
Long Description	Enter a long description of the task indicator definition.

3. At the Effective Dates area you see the Start Date you entered at the Create New Parameter dialog box. Enter the End Date. If no end date is planned for this task definition, enter 12/31/9999 to specify an open-ended validity range.

4. At the Type Definition area, enter:

Field name

Description

Use / Notes

Task Type

Select the task type from the drop down list:

· Queued Task

· Flowed Task

· Response Rate Task

· Variable Filler Task

· Fixed Filler Task

· Mandatory Task

See the table below for definitions of task types.

Task Types

Type	Definition	Example
Queued Task	Tasks associated with activities that have a demand that can be forecasted.	Cashier
Flowed Task	Tasks that have a direct relationship with business activity. Flowed tasks must be completed as business activity occurs.	Floor Sales
Response Rate Task	Tasks associated with channels that require a response in a specified period of time – though not as immediate as for queued tasks.
Variable Filler Task	Tasks driven by a volume, but not time dependent on specific business activity.	Maintenance Stock
Fixed Filler Task	Tasks that require a set amount of time regardless of other activity. These tasks are commonly performed at a defined time of day, typically during off peak times.	Administrative Work
Mandatory Task	Tasks that have a fixed amount of time applied to the schedule.	Construction

5. At the Parameters area, define the edit/display characteristics of the task by choosing:

¡ Hidden – Managers cannot view or change this task through the portal.

¡ View-only – Managers can view this task through the portal but cannot change any data.

¡ Editable – Reserved for future use.

The Task Type determines the remainder of the information you enter when defining tasks.

When defining queued tasks

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1. At the Workload Assignments tab, enter:

Field name	Description	Use / Notes
Available Workloads	All active workloads within the system.	Scroll to the workload you want to add to the Assigned Workloads list. Highlight the selection then choose the right arrow. The system moves the workload to the Assigned Workloads list. You can assign more than one workload to the task so repeat these steps as required.
Assigned Workloads	Workloads assigned to this task.	Scroll to the workload you want to remove from the Assigned Workloads list. Highlight the selection then choose the left arrow. You see the workload in the Available Workloads list.
Distribution Percentage	This indicates the amount of the workload used within the task	The allowable values are from 0 to 100 with two allowable decimal positions.

This graphic is explained in the accompanying text

You cannot edit or change any fields on either the Available Workloads list or the Assigned Workloads list other than the Distribution Percentage.

2. On the Task Hours tab, choose how the system is to define the task hours:

¡ Reference Primary Work Area Hours, then choose the primary work area from the drop down list at Using Workload.

¡ Reference Location Operating Hours

¡ Manually Enter Task Hours, then enter the following information:

Field name	Description	Use / Notes
Day	The day to be used for the task hours.	Choose a the day from the area.
Start Time	The start time for the task hours.	The task hour start time cannot be earlier than the work area start time. Additionally, this time must not be earlier than the daybreaker, and must not overlap the end time.
Start Offset Type	Defines whether task hours start time should be offset relative to the location open or close.	Choose: · 0 (which defines no offset) · Open (which defines an offset relative to the location opening time) · Close (which defines an offset relative to the location closing time)
Start Offset Minutes	This value is the number of minutes offset from the base open time.	For example, specifying a task that starts 30 minutes after the open time of a work area. You can add a sign to define whether the offset should be before or after the indicated time; + (after) or – (before).
End Time	The end time for the task hours.	The task hours end time cannot be later than the work area end time. The end time cannot overlap the start time.
End Offset Type	Defines whether shift end times for the task hours should be offset relative to the location open or close.	Choose: · 0 (which defines no offset) · Open (which defines an offset relative to the location opening time) · Close (which defines an offset relative to the location closing time)
End Offset Minutes	This value is the number of minutes offset from the base end or close time.	For example, specifying a task that starts 60 minutes prior to the close time of a work area. You can add a sign to define whether the offset should be before or after the indicated time; + (after) or – (before).

Note

When entering the Start Time and End Time, either enter the times into the field or choose input help to display the Choose Time dialog box. When at the Choose Time dialog box, choose the clock icon to switch your entries between 12-hour format (using am and pm) and 24-hour format (where 2:00pm is 14:00). Regardless of the format in which you entered times, the system displays them in 24-hour format. You must enter times in 15-minute granularity. You enter midnight as 00:00 not 24:00.

3. On the Time Standard tab:

a. Choose the time standards from an AHT volume indicator or manually enter average handling times (in seconds) for each day.

b. Choose a volume indicator to provide the value for the task.

c. Choose an offset type task and enter an offset to schedule the task 15 minutes before or after the demand forecast.

4. On the Settings Tab, enter:

a. Mix Percentage which is a value from 0 to 100 with two decimal places indicating what percentage of time is to be allocated to the task.

b. Max People which is a value indicating the maximum number of people that can be scheduled for the task at any given time.

c. ABND Indicator by choosing an active ABND Volume Indicator.

d. Service Quality Template by choosing an active service quality template.

5. Save your entries.

This graphic is explained in the accompanying text

After you save your entries, you cannot change or edit either the task external key or the task type.

When defining flowed tasks

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1. At the Workload Assignments tab, enter:

Field name	Description	Use / Notes
Available Workloads	All active workloads within the system.	Scroll to the workload you want to add to the Assigned Workloads list. Highlight the selection then choose the right arrow. The system moves the workload to the Assigned Workloads list. You can assign more than one workload to the task so repeat these steps as required.
Assigned Workloads	Workloads assigned to this task.	Scroll to the workload you want to remove from the Assigned Workloads list. Highlight the selection then choose the left arrow. You see the workload in the Available Workloads list.
Distribution Percentage	This indicates the amount of the workload used within the task	The allowable values are from 0 to 100 with two allowable decimal positions.

This graphic is explained in the accompanying text

You cannot edit or change any fields on either the Available Workloads list or the Assigned Workloads list other than the Distribution Percentage.

2. On the Task Hours tab, choose how the system is to define the task hours:

¡ Reference Primary Work Area Hours, then choose the primary work area from the drop down list at Using Workload.

¡ Reference Location Operating Hours

¡ Manually Enter Task Hours, then enter the following information:

Field name	Description	Use / Notes
Day	The day to be used for the task hours.	Choose a the day from the area.
Start Time	The start time for the task hours.	The task hour start time cannot be earlier than the work area start time. Additionally, this time must not be earlier than the daybreaker, and must not overlap the end time.
Start Offset Type	Defines whether task hours start time should be offset relative to the location open or close.	Choose: · 0 (which defines no offset) · Open (which defines an offset relative to the location opening time) · Close (which defines an offset relative to the location closing time)
Start Offset Minutes	This value is the number of minutes offset from the base open time.	For example, specifying a task that starts 30 minutes after the open time of a work area. You can add a sign to define whether the offset should be before or after the indicated time; + (after) or – (before).
End Time	The end time for the task hours.	The task hours end time cannot be later than the work area end time. The end time cannot overlap the start time.
End Offset Type	Defines whether shift end times for the task hours should be offset relative to the location open or close.	Choose: · 0 (which defines no offset) · Open (which defines an offset relative to the location opening time) · Close (which defines an offset relative to the location closing time)
End Offset Minutes	This value is the number of minutes offset from the base end or close time.	For example, specifying a task that starts 60 minutes prior to the close time of a work area. You can add a sign to define whether the offset should be before or after the indicated time; + (after) or – (before).

Note

3. On the Time Standards tab, enter handling times for the flowed task.

a. Choose the standard for the task by choosing:

§ Apply Daily Standardand then entering the task standard times for the appropriate day or days of the week.

§ Spread Standard Across Days and changing the task standard if different from the displayed default task standard.

b. Choose a Volume Indicator from the list of active volume indicators to be associated with this task.

c. Choose an offset type task and enter an offset to schedule the task 15 minutes before or after the demand forecast.

4. Choose the Settings Tab and enter:

a. Max People which is a value indicating the maximum number of people that can be scheduled for the task at any given time.

b. Mix Percentage which is a value from 0 to 100 with two decimal places indicating what percentage of time is to be allocated to the task.

5. Save your entries.

This graphic is explained in the accompanying text

After you save your entries, you cannot change or edit either the task external key or the task type.

When defining response rate tasks

...

1. At the Workload Assignments tab, enter:

Field name	Description	Use / Notes
Available Workloads	All active workloads within the system.	Scroll to the workload you want to add to the Assigned Workloads list. Highlight the selection then choose the right arrow. The system moves the workload to the Assigned Workloads list. You can assign more than one workload to the task so repeat these steps as required.
Assigned Workloads	Workloads assigned to this task.	Scroll to the workload you want to remove from the Assigned Workloads list. Highlight the selection then choose the left arrow. You see the workload in the Available Workloads list.
Distribution Percentage	This indicates the amount of the workload used within the task	The allowable values are from 0 to 100 with two allowable decimal positions.

This graphic is explained in the accompanying text

You cannot edit or change any fields on either the Available Workloads list or the Assigned Workloads list other than the Distribution Percentage.

2. On the Task Hours tab, choose how the system is to define the task hours:

¡ Reference Primary Work Area Hours, then choose the primary work area from the drop down list at Using Workload.

¡ Reference Location Operating Hours

¡ Manually Enter Task Hours, then enter the following information:

Field name	Description	Use / Notes
Day	The day to be used for the task hours.	Choose a the day from the area.
Start Time	The start time for the task hours.	The task hour start time cannot be earlier than the work area start time. Additionally, this time must not be earlier than the daybreaker, and must not overlap the end time.
Start Offset Type	Defines whether task hours start time should be offset relative to the location open or close.	Choose: · 0 (which defines no offset) · Open (which defines an offset relative to the location opening time) · Close (which defines an offset relative to the location closing time)
Start Offset Minutes	This value is the number of minutes offset from the base open time.	For example, specifying a task that starts 30 minutes after the open time of a work area. You can add a sign to define whether the offset should be before or after the indicated time; + (after) or – (before).
End Time	The end time for the task hours.	The task hours end time cannot be later than the work area end time. The end time cannot overlap the start time.
End Offset Type	Defines whether shift end times for the task hours should be offset relative to the location open or close.	Choose: · 0 (which defines no offset) · Open (which defines an offset relative to the location opening time) · Close (which defines an offset relative to the location closing time)
End Offset Minutes	This value is the number of minutes offset from the base end or close time.	For example, specifying a task that starts 60 minutes prior to the close time of a work area. You can add a sign to define whether the offset should be before or after the indicated time; + (after) or – (before).

Note

3. Choose the Time Standard tab to enter handling times for the response rate task.

a. Choose the time standards from an AHT Volume Indicator or manually enter average handling times for each day by choosing:

§ AHT Indicator and then select an active AHT Volume Indicator to use its service data.

§ Manual AHT and enter average handling times for each day of the week.

b. Choose a Volume Indicator from the list of active volume indicators to be associated with this task.

c. Choose an offset type task and enter an offset to schedule the task 15 minutes before or after the demand forecast.

4. Choose the Settings Tab and enter:

a. Mix Percentage which is a value from 0 to 100 with two decimal places indicating what percentage of time is to be allocated to the task.

b. Max People which is a value indicating the maximum number of people that can be scheduled for the task at any given time.

c. Response Quality Template by choosing an active response quality templates.

5. Save your entries.

This graphic is explained in the accompanying text

After you save your entries, you cannot change or edit either the task external key or the task type.

When defining variable filler tasks

...

1. At the Workload Assignments tab, enter:

Field name	Description	Use / Notes
Available Workloads	All active workloads within the system.	Scroll to the workload you want to add to the Assigned Workloads list. Highlight the selection then choose the right arrow. The system moves the workload to the Assigned Workloads list. You can assign more than one workload to the task so repeat these steps as required.
Assigned Workloads	Workloads assigned to this task.	Scroll to the workload you want to remove from the Assigned Workloads list. Highlight the selection then choose the left arrow. You see the workload in the Available Workloads list.
Distribution Percentage	This indicates the amount of the workload used within the task	The allowable values are from 0 to 100 with two allowable decimal positions.

This graphic is explained in the accompanying text

You cannot edit or change any fields on either the Available Workloads list or the Assigned Workloads list other than the Distribution Percentage.

2. On the Task Hours tab, choose how the system is to define the task hours:

a. Define the day portion by choosing:

§ Daily – and then choosing the specific days.

§ Across Days – and then defining the day range as the Start Day to the End Day.

b. Define the hours portion by choosing:

§ Reference Primary Work Area Hours, then choose the primary work area from the drop down list at Using Workload.

§ Reference Location Operating Hours

§ Manually Enter Task Hours, then enter the following information:

Field name	Description	Use / Notes
Day	The day to be used for the task hours.	Choose a the day from the area.
Start Time	The start time for the task hours.	The task hour start time cannot be earlier than the work area start time. Additionally, this time must not be earlier than the daybreaker, and must not overlap the end time.
Start Offset Type	Defines whether task hours start time should be offset relative to the location open or close.	Choose: · 0 (which defines no offset) · Open (which defines an offset relative to the location opening time) · Close (which defines an offset relative to the location closing time)
Start Offset Minutes	This value is the number of minutes offset from the base open time.	For example, specifying a task that starts 30 minutes after the open time of a work area. You can add a sign to define whether the offset should be before or after the indicated time; + (after) or – (before).
End Time	The end time for the task hours.	The task hours end time cannot be later than the work area end time. The end time cannot overlap the start time.
End Offset Type	Defines whether shift end times for the task hours should be offset relative to the location open or close.	Choose: · 0 (which defines no offset) · Open (which defines an offset relative to the location opening time) · Close (which defines an offset relative to the location closing time)
End Offset Minutes	This value is the number of minutes offset from the base end or close time.	For example, specifying a task that starts 60 minutes prior to the close time of a work area. You can add a sign to define whether the offset should be before or after the indicated time; + (after) or – (before).

Note

3. At the Time Standard tab:

a. Select how to utilize the time standard by choosing:

§ Apply Daily Standard– and then entering the task standard (in minutes) for each applicable day.

§ Spread Standard Across Days – and then entering the task standard time (in minutes).

b. Choose a Volume Indicator from the list of active volume indicators to be associated with this task.

4. Choose the Settings Tab and enter:

a. Mix Percentage – a value from 0 to 100 with two decimal places indicating what percentage of time is to be allocated to the task.

b. Min Hrs in Task – the fewest hours to be spent on this task, entered in 15-minute granularity using a decimal format (where 2 hours and 45 minutes is entered as 2.75).

c. Max Hrs in Task – the most hours to be spent on this task, entered in 15-minute granularity using a decimal format (where 2 hours and 45 minutes is entered as 2.75).

d. Max People which is a value indicating the maximum number of people that can be scheduled for the task at any given time.

5. Save your entries.

This graphic is explained in the accompanying text

After you save your entries, you cannot change or edit either the task external key or the task type.

When defining fixed filler tasks

...

1. At the Workload Assignments tab, enter:

Field name	Description	Use / Notes
Available Workloads	All active workloads within the system.	Scroll to the workload you want to add to the Assigned Workloads list. Highlight the selection then choose the right arrow. The system moves the workload to the Assigned Workloads list. You can assign more than one workload to the task so repeat these steps as required.
Assigned Workloads	Workloads assigned to this task.	Scroll to the workload you want to remove from the Assigned Workloads list. Highlight the selection then choose the left arrow. You see the workload in the Available Workloads list.
Distribution Percentage	This indicates the amount of the workload used within the task	The allowable values are from 0 to 100 with two allowable decimal positions.

This graphic is explained in the accompanying text

You cannot edit or change any fields on either the Available Workloads list or the Assigned Workloads list other than the Distribution Percentage.

2. On the Task Hours tab, choose how the system is to define the task hours:

a. Define the day portion by choosing:

§ Daily – and then choosing the specific days.

§ Across Days – and then defining the day range as the Start Day to the End Day.

b. Define the hours portion by choosing:

§ Reference Primary Work Area Hours, then choose the primary work area from the drop down list at Using Workload.

§ Reference Location Operating Hours

§ Manually Enter Task Hours, then enter the following information:

Field name	Description	Use / Notes
Day	The day to be used for the task hours.	Choose a the day from the area.
Start Time	The start time for the task hours.	The task hour start time cannot be earlier than the work area start time. Additionally, this time must not be earlier than the daybreaker, and must not overlap the end time.
Start Offset Type	Defines whether task hours start time should be offset relative to the location open or close.	Choose: · 0 (which defines no offset) · Open (which defines an offset relative to the location opening time) · Close (which defines an offset relative to the location closing time)
Start Offset Minutes	This value is the number of minutes offset from the base open time.	For example, specifying a task that starts 30 minutes after the open time of a work area. You can add a sign to define whether the offset should be before or after the indicated time; + (after) or – (before).
End Time	The end time for the task hours.	The task hours end time cannot be later than the work area end time. The end time cannot overlap the start time.
End Offset Type	Defines whether shift end times for the task hours should be offset relative to the location open or close.	Choose: · 0 (which defines no offset) · Open (which defines an offset relative to the location opening time) · Close (which defines an offset relative to the location closing time)
End Offset Minutes	This value is the number of minutes offset from the base end or close time.	For example, specifying a task that starts 60 minutes prior to the close time of a work area. You can add a sign to define whether the offset should be before or after the indicated time; + (after) or – (before).

Note

3. At the Fixed Hours tab, define the number of hours for the fixed filler task as either:

¡ Daily Hours in Task– and then entering the specific hours for each day.

¡ Total Hours in Task– and then entering one value for the hours in the task.

4. Choose the Settings Tab and enter:

a. Min Hrs in Task – the fewest hours to be spent on this task, entered in 15-minute granularity using a decimal format (where 2 hours and 45 minutes is entered as 2.75).

b. Max Hrs in Task – the most hours to be spent on this task, entered in 15-minute granularity using a decimal format (where 2 hours and 45 minutes is entered as 2.75).

c. Max People which is a value indicating the maximum number of people that can be scheduled for the task at any given time.

5. Save your entries

This graphic is explained in the accompanying text

After you save your entries, you cannot change or edit either the task external key or the task type.

When defining mandatory tasks

...

1. At the Workload Assignment tab, select a workload for the task from the list of active workloads.

2. At the Mandatory Coverage tab:

a. Choose Insert Row.

You are now able to enter value onto the tab.

b. Choose the coverage day from the drop down list.

c. Enter the Start Time and End Time for the coverage for each day.

Note

d. Enter the number of resources required for the mandatory task.

3. Save your entries

This graphic is explained in the accompanying text

After you save your entries, you cannot change or edit either the task external key or the task type.

Result

You have defined the task and can use it within your implementation. For more information, see Assign Parameter Settings to Locations.