Entering Current Settings via SAP Easy Access
Menu 
Use
Use this procedure to enter forecasting settings. Depending on your organization, these settings might be changed once they have been configured to reflect new forecasting requirements.
Prerequisites
You have completed all forecasting settings configuration steps through the IMG.
Procedure
...
1. Define workloads.
Use the following path or transaction code from the SAP Easy Access menu to define workloads:
|
Menu path |
Transaction code |
|
SAP Menu à Interaction Center à Interaction Center Workforce Management à Forecasting Settings à Define Workloads |
CRM_WFM_WORKLOAD |
Workload is the number of employees required every quarter hour to work a particular work area in order to meet an organization’s service level or other corporate goal.
a. Enter Workload Maintenance information by completing the following fields:
|
Field name |
Description |
User action / Notes |
|
Indicator External Key |
The unique identifier for the workload definition. |
|
|
Short Text |
Enter a short description of the workload definition. |
IC WFM uses this description in any displays identifying the workload. |
|
Start Date |
A beginning date for the workload definition. |
IC WFM considers this workload definition 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 workload definition, enter 12/31/9999 to specify an open-ended validity range. |
|
Long Text |
Enter a long description of the workload definition. |
|
|
Work Area Code |
The work area to which the workload definition applies. |
Enter or select the work area. |
|
Root Org Node |
The location to which the workload definition applies. |
Enter or select the location. |
|
Workload Type |
Select the workload type from the drop down list. |
Qualified Workload: A workload requiring a special capability by an employee so that the employee can perform the specific tasks required within the work area. Primary Workload: A workload that any employee in the work area is qualified for. Typically comprised of the basic task by which a particular work area is defined. |
Although all agents are qualified, its possible that a minimum number of staff that are highly skilled at a specific task are needed within the work area. Within a typical interaction center, there will be a primary work area for which all agents are qualified and then special work areas for which a subset of agents are qualified. For example, all agents might be qualified to take phone orders while some agents are qualified to take phone orders as well as service-related calls.
b. Enter Coverage information by selecting either use Proficiency or use Qualification.
You select how you want to create the workload, using either a proficiency level (entered through the Profile page) or the CRM qualification. Then enter the level at which you want the proficiency or qualification set.
c. Enter Forecast Parameters by completing the following fields:
|
Field name |
Description |
User action / Notes |
|
Smooth Workload |
A checkbox indicating whether you want smoothing performed for this workload. |
When checked, workload smoothing is performed; when blank, no workload smoothing is performed. |
|
Smooth Size |
Defines the range for distributing highly variable workloads within ¼ increments. |
The value should be greater than or equal to 2. See the example, below. |
|
Rounding Rule |
Rounding rules entered here override the global rules for this workload definition. |
Global rounding rules are defined in the IMG by selecting Customer Relationship Management à Interaction Center Workforce Management à Forecasting Settings à Define Forecasting Parameters. |
|
Round < 1
|
This value defines how IC WFM should round when encountering a workload of less than one person. |
If the workload value is less than one, IC WFM checks this value to determine whether to round to the next integer value. If not specified, uses the global rounding rules set in Customer Relationship Management à Interaction Center Workforce Management à Forecasting Settings à Define Forecasting Parameters. |
|
Round > 1
|
This value defines how IC WFM should round when encountering a workload of greater than one person. |
If the workload value is greater than one, IC WFM checks this value to determine whether to round to the next integer value. If not specified, uses the global rounding rules set in Customer Relationship Management à Interaction Center Workforce Management à Forecasting Settings à Define Forecasting Parameters. |
Smoothing Size
Workloads can arrive in variable amounts, or with peaks and valleys which do not represent a feasible staffing scenario. For example, consider a workload based on email volume, which for 8 consecutive quarter-hour intervals might look like this:
8 0 6 0 10 0 8 0
(where the numbers indicate the number of agents required to handle the forecasted workload per quarter hour)
Scheduling 6, 8, or 10 agents to meet to this workload would result in a great deal of overstaffing. Instead, IC WFM can compute a running average of the smooth range value. For example, if this value is 2, then workload is averaged over 2 consecutive quarter hour units. The workload above would be smoothed to:
4 5 3 6 3 5 3 3
IC WFM can now more easily schedule 4 or 5 people to handle the volume of e-mails.
d. You can view the detailed tasks associated with the workload. You cannot change or edit any task information displayed.
2. Define work areas.
Use the following path or transaction code from the SAP Easy Access menu to define work areas:
|
Menu path |
Transaction code |
|
SAP Menu à Interaction Center à Interaction Center Workforce Management à Forecasting Settings à Define Work Areas |
CRM_WFM_WRKAREA |
The work area is a consolidation of workloads that apply to all of its corresponding tasks. Employees are assigned to work areas which connect the workload to those employees who can do the work.
...
a. Start the work area definition completing the following fields:
|
Field name |
Description |
User action / Notes |
|
Work Area Code |
Unique identifier for the work area. |
|
|
Short Text |
Enter a short description of the work area. |
IC WFM uses this description in any displays identifying the work area. |
|
Long Text |
Enter a long description of the work area. |
|
b. Define the work area history be completing the following fields:
|
Field name |
Description |
User action / Notes |
|
Start Date |
A beginning date for the work area definition. |
IC WFM considers this work area definition valid for the range defined by the start and end dates. The date entries must not overlap. |
|
End Date |
An end date for the work area definition. |
If no end date is planned for this work area definition, enter 12/31/9999 to specify an open-ended validity range. |
|
Root/Parent Org Node |
The location to which the work area definition applies. |
Enter or select the location. |
|
Max People |
The most agents that can be scheduled at any given period of time for the work area. |
|
|
Importance Cost |
The general value of this work area versus all other work areas. |
Sets a cost value to the generated demand from all related workloads. |
|
Work Area Order |
The sequence in which the work areas should appear in the portal iViews. |
|
c. Open hours/importance provides the times when:
§ agents can be scheduled in the work area
§ workload will be generated for the work area
Define the work area open hours/importance by completing the following fields:
|
Field name |
Description |
User action / Notes |
|
Day |
The day of the week. |
You must enter the work area open hour importance for each day of the week. |
|
Closed |
Whether the location is closed on this day. |
When the closed flag is set, the start time, end time and day importance are all set to read only. |
|
Start Time |
The starting time for the work area. The start time can be different than that for the location. |
The start time must not be earlier than the daybreaker, and must not overlap the end time. |
|
End Time |
The end time for the work area. The end time can be different than that for the location. |
The end time cannot overlap the start time. |
|
Day Importance |
The relative importance of the day as compared to all other days of the week. |
A value from 1 to 7, where 1 is the most importance and 7 is the least importance. |
The start time and end time must be entered in 24-hour format (where 2:00pm is 14:00) and in 15-minute granularity.
d. Click on the Average Skill Tab.
By associating an average skill within a work area you create a mix of agents scheduled at any given time so that a schedule is not loaded with either all new agents or all highly skilled agents. This also helps decrease the fluctuations in the both the overall productivity rate and the service level.
Define the work area average skill by clicking on the Insert Line button and completing the following fields:
|
Field name |
Description |
User action / Notes |
|
Day |
The day on which the average skill requirement for scheduling should be used. |
Select a day from the drop down list. Click on the Insert Line button to add average skill values for additional days of the week. |
|
Start Time |
The start time for when the average skill should be used for the work area. |
The average skill start time cannot be earlier than the work area start time. Additionally, the start time must not be earlier than the daybreaker, and must not overlap with the end time. |
|
End Time |
The end time for when the average skill should be used for the work area. |
The average skill end time cannot be later than the work area end time. Additionally, the end time cannot overlap the start time. |
|
Value |
The average skill necessary for an employee to be scheduled to this work area on this day within the time range defined by the start and end times. |
A value from 1 to 20, where 1 is the highest average skill and 20 is the lowest average skill. The resulting average skill level is determined by averaging the proficiency level of all scheduled agents. |
The start time and end time must be entered in 24-hour format (where 2:00pm is 14:00) and in 15-minute granularity.
e. Click on the Quarter Hour Importance tab to define the importance of the demand/work requirements for a specific quarter hour for all workloads that apply to this work area.
Define the work area quarter hour importance by clicking on the Insert Line button and completing the following fields:
|
Field name |
Description |
User action / Notes |
|
Day |
The day on which the quarter hour importance setting should be used. |
Select a day from the drop down list. Click on the Insert Line button to add quarter hour importance requirements for other days. |
|
Start Time |
The start time for when the quarter hour importance should be used for the work area. |
The quarter hour importance 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. |
|
End Time |
The end time for when the quarter hour importance should be used for the work area. |
The quarter hour importance end time cannot be later than the work area end time. The end time cannot overlap the start time. |
|
Value |
The significance of the time range defined by the start time and end time to scheduling within the work area. |
The cost is considered to be in addition to the work area importance and the day importance. |
The start time and end time must be entered in 24-hour format (where 2:00pm is 14:00) and in 15-minute granularity.
f. Work areas can have primary and qualified workloads which accumulate to represent the total work area demand/work requirements. To start, click on the Workload Assignment tab.
g. Define the Primary Workload for the work area by:
i. Scrolling to the workload in the Available Primary Workloads list.
ii. Selecting the workload from the list.
iii. Clicking the right arrow button to add it to the Assigned Primary Workload. The workload is removed from the Available Primary Workloads list.
Only one Primary Workload is allowed. To change the Primary Workload, highlight it and click on the left arrow to remove and return it to the Available Workloads list in order to make a different selection. You cannot edit or change any fields on the workloads in the Available Primary Workloads list.
A Primary Workload must be effective for the entire date range of the work area.
h. Define the Qualified Workload for the work area by:
...
i. Scrolling to the workload in the Available Qualified Workloads list.
ii. Selecting the workload from the list.
iii. Clicking the right arrow button to add it to the Assigned Qualified Workloads list.
Define a qualified workload only if a subset of agents assigned to this work area might be qualified to perform the tasks associated with this workload.
You can assign more than one Qualified Workload to the Work Area so repeat these steps as required. You remove an Assigned Qualified Workload from this list by highlighting it and clicking on the left arrow. IC WFM then removes the Assigned Qualified Workload from this list and returns it the Available Qualified Workloads list. You cannot edit or change any fields on the workloads in either the Available Qualified Workloads list or the Assigned Qualified Workloads list. Changes can only be made at the workload parameter.
A Qualified Workload is optional.
3. Define volume indicators.
Use the following path or transaction code from the SAP Easy Access menu to define volume indicators:
|
Menu path |
Transaction code |
|
SAP Menu à Interaction Center à Interaction Center Workforce Management à Forecasting Settings à Define Volume Indicators |
CRM_WFM_INDICATOR |
Volume indicators are a measure of activity, such as the incoming calls, transactions posted or e-mails received. Volume indicators drive workload and can be defined as quarter-hourly, half-hourly, hourly, daily or weekly.
a. Start the volume indicator definition by completing the following indicator type-independent fields:
|
Field name |
Description |
User action / Notes |
|
Short Text |
Enter a short description of the volume indicator definition. |
IC WFM uses this description in any displays identifying the volume indicator. You see this on the View/Modify Forecast iView. |
|
Long Text |
Enter a long description of the volume indicator definition. |
|
|
Indicator External Key |
The unique identifier for the volume indicator. |
Used when importing volume indicator data. |
|
Root Org Node |
The location to which the workload definition applies. |
Enter or select the location. |
|
Indicator Type |
The indicator type identifies how volume processing is performed for the indicator. |
Select from the drop down list: · Standard Volume · Queued Volume · Response Rate Volume · AHT Volume · AWT Volume · ABND Volume The following table provides definitions of the volume indicator types used in IC WFM. |
After you save your entries, you cannot change or edit the root org. node or the indicator type.
This table defines the volume indicator types used in IC WFM.
|
Type |
Definition |
|
Standard Volume |
Activity associated with work performed based on a specific volume such as the number of items, transactions, sales revenue or customers processed. |
|
Queued Volume |
Activity associated with a channel and queue and applicable service level goals. Forecasting applies the Erlang C algorithm to this indicator type. This data is normally acquired from the ACD/CTI at the interval level (i.e., 15 or 30 minute intervals) for each day of the week. Typically channels such as in-bound calls. |
|
Response Rate Volume |
Activity associated with channels that require a response in a specific period of time. Typically channels such as e-mail. For a response task, this volume should be in minutes. |
|
AHT Volume |
Average Handling Time (AHT) activity is the average time it takes an agent to provide the contact work (calls, e-mails, chats, and so on) including after contact work. This data is normally acquired from the ACD/CTI at the interval level (i.e., 15 or 30 minute intervals) for each day of the week. It should be configured if you want to use a variable AHT with a queue task (data volume should be in seconds) or a response task (data volumes should be in minutes). |
|
AWT Volume |
Represents average wait time in a sales channel. |
|
ABND Volume |
Activity associated with abandoned calls. This data is normally acquired from the ACD/CTI (most have this available) at the interval level (i.e., 15 or 30 minute intervals) for each day of the week. Represents the number of abandoned calls for a channel or queue. |
The volume indicator type you select from the previous step determines the entries you make in the next step.
b. Enter the indicator settings detail. The information you enter for indicator settings differs slightly by the indicator type.
For indicator types Queued Volume, Response Volume and Standard Volume, these indicators will include either forecast settings or summed indicators, not both. Enter indicator settings by completing the following fields:
|
Field name |
Description |
User action / Notes |
|
Start Date |
A beginning date for the volume indicator definition. |
IC WFM considers this volume indicator definition valid for the range defined by the start and end dates. The date entries must not overlap. |
|
End Date |
An end date for the volume indicator definition. |
If no end date is planned for this volume indicator group definition, enter 12/31/9999 to specify an open-ended validity range. |
|
Stat Granularity |
The time granularity for volume data for this volume indicator. |
Choose from quarter-hourly, half-hourly, hourly, daily or weekly. |
|
Settings |
The forecast settings for this indicator, accessible only when you click on Settings. |
Forecast, Drop Hi/Lo Values |
|
Summed Indicators |
The summed indicators for this indicator are accessible only when you click on summed indicators. Not applicable for indicator types AHT Volume, AWT Volume and ABND Volume. |
Select from Summed Indicators List and add to Selection list using arrow buttons. All indicators in Selection list have the status Actual and the same root node org as entered for the indicator. |
|
Drop Hi/Lo Values? |
Identifies whether IC WFM uses the highest and lowest historical values when generating a volume forecast. |
When selected, IC WFM does not use the highest and lowest historical values when calculating workload. |
|
Forecast |
A check box indicating whether this volume indicator is forecasted or entered. |
When checked, the volume indicator is forecasted. Otherwise, IC WFM will use whatever values exist. |
|
Stat Granularity |
The time granularity for volume data for this volume indicator. |
Choose from quarter-hourly, half-hourly, hourly, daily or weekly. |
4. Use the following path or transaction code from the SAP Easy Access menu to define indicator groups:
|
Menu path |
Transaction code |
|
SAP Menu à Interaction Center à Interaction Center Workforce Management à Forecasting Settings à Define Indicator Groups |
CRM_WFM_IND_GRP |
During the forecasting process, users will apply like parameters to ‘forecast groups’. In many cases, these indicator groups will consist of the same indicators from week to week. The phone channel may have many individual queues associated with it. These will share the same forecast parameters. The process of grouping indicators allows for greater usability and simplicity during the forecast process. The user will be presented with indicator groups to select during the forecasting process.
...
a. Set up the indicator group by completing the following fields:
|
Field name |
Description |
User action / Notes |
|
Short Text |
Enter a short description of the indicator group definition. |
IC WFM uses this description in any displays identifying the indicator group. |
|
Start Date |
A beginning date for the indicator group definition. |
IC WFM considers this indicator group definition valid for the range defined by the start and end dates. The date entries must not overlap. |
|
End Date |
An end date for the indicator group definition. |
If no end date is planned for this indicator group definition, enter 12/31/9999 to specify an open-ended validity range. |
|
Root Org Node |
The location to which the indicator group definition applies. |
Enter or select the location. |
|
Long Text |
Enter a long description of the indicator group definition. |
|
After you save your entries, you cannot change or edit the root org. node.
b. Select the indicators for the group by completing the following fields:
|
Field name |
Description |
User action / Notes |
|
Indicator External Key |
The volume indicator identifier. |
Select the indicator from the list. The description and indicator type are filled in once you make your selection. |
|
Short Description |
The short description of the selected volume indicator. |
Display only. |
|
Indicator Type |
The indicator type of the selected volume indicator. |
Display only. |
5. Define service quality templates.
Use the following path or transaction code from the SAP Easy Access menu to define service quality templates:
|
Menu path |
Transaction code |
|
SAP Menu à Interaction Center à Interaction Center Workforce Management à Forecasting Settings à Define Service Quality Templates |
CRM_WFM_IND_TEMPLATE |
Service quality templates are used by tasks to ensure that forecasts are representative of service level goals. The person who does the forecasting on a regular basis would be responsible for setting up the Goal Templates. These templates would be created in advance and linked to the tasks. These templates would act as the Demand Forecasting inputs when calculating demand. They must be set at the quarter-hour level.
Service quality templates are not date dependent. The Indicator External Key must be unique for Indicator Type and Root Org Node. You can delete a service quality template only when there is no relationship to an indicator group or workload,
...
a. Enter the following general information for the service quality template:
|
Field name |
Description |
User action / Notes |
|
Short Text |
Enter a short description of the service quality template definition. |
IC WFM uses this description in any displays identifying the service quality template. |
|
Long Text |
Enter a long description of the service quality definition. |
|
|
Indicator External Key |
The unique identifier for the service quality template definition. |
|
|
Root Org Node |
The location to which the service quality template definition applies. |
Enter or select the location. |
|
Indicator Type |
The type of service quality template. |
Select from the drop down list: · Response Level · Service Level |
After you save your entries, you cannot change or edit the root org. node or the indicator type.
b. Enter the detail based on the indicator type. The information you enter differs slightly by the indicator type.
...
i. You see the detail table for Response Level service quality templates. Click on the Insert Row button and enter the details for the Response Level indicator type:
|
Field name |
Description |
User action / Notes |
|
Week Day |
The day on which the Response Level service quality template should be used. |
Select a week day from the drop down list. Click on the Insert Line button to add Response Level service quality templates for other days. |
|
Start Time |
The start time for the service quality definition. |
The start time must not be earlier than the daybreaker, and must not overlap with the end time. |
|
End Time |
The end time for the service quality definition. |
The end time cannot overlap the start time. |
|
Minimum Wait Time (in seconds) |
A value indicating the minimum wait for the service level on the day within the time range specified. |
|
The start time and end time must be entered in 24-hour format (where 2:00pm is 14:00) and in 15-minute granularity. Midnight must be entered as 00:00 not 24:00.
ii. You see the detail table for Service Level service quality templates. Click on the Insert Row button and enter the details for the Service Level indicator type:
|
Field name |
Description |
User action / Notes |
|
Week Day |
The day on which the Service Level service quality template should be used. |
Select a week day from the drop down list. Click on the Insert Line button to add Service Level service quality templates for other days. |
|
Start Time |
The start time for the service quality definition. |
The start time must not be earlier than the daybreaker, and must not overlap with the end time. |
|
End Time |
The end time for the service quality definition. |
This end time cannot overlap the start time. |
|
Percentage |
The percentage of calls to be answered within the specified wait time. |
Valid values are 0 to 100 with two decimal places. |
|
Wait Time (in seconds) |
A value indicating the allowable wait for the service level on the day within the time range specified. |
|
The start time and end time must be entered in 24-hour format (where 2:00pm is 14:00) and in 15-minute granularity. Midnight must be entered as 00:00 not 24:00.
6. Define tasks.
Use the following path or transaction code from the SAP Easy Access menu to define tasks:
|
Menu path |
Transaction code |
|
SAP Menu à Interaction Center à Interaction Center Workforce Management à Forecasting Settings à Define Tasks |
CRM_WFM_TASKS |
Tasks represent detailed activities representing work that needs to be completed. How tasks are forecasted and scheduled is determined by the task type.
a. Begin the process of defining the tasks by completing the following fields:
|
Field name |
Description |
User action / Notes |
|
Short Description |
Enter a short description of the task indicator definition. |
IC WFM uses this description in any displays identifying the task indicator. |
|
Long Text |
Enter a long description of the task indicator definition. |
|
|
Indicator External Key |
The unique identifier for the task indicator definition. |
|
|
Root Org Node |
The location to which the task indicator definition applies. |
Enter or select the location. |
|
Task Indicator Type |
The type of task. |
Select from the drop down list: · Queued Task WL · Flowed Task WL · Response Rate Task WL · Variable Filler Task WL · Fixed Filler Task WL The following table provides definitions of the task types used in IC WFM. |
|
Start Date |
A beginning date for the task definition. |
IC WFM considers this task definition valid for the range defined by the start and end dates. The date entries must not overlap. The start date must be within the start and end date for the organization and location profile. |
|
End Date |
An end date for the task definition. |
If no end date is planned for this task definition, enter 12/31/9999 to specify an open-ended validity range. The end date must be within the start and end date for the organization and location profile. |
After you save your entries, you cannot change or edit the root org. node or the task type.
This table defines the task types used in IC WFM.
|
Type |
Definition |
|
Queued Task WL |
Tasks associated with channels that have queues and applicable service level goals. These tasks use Erlang C to determine the forecast. Taking phone calls is a common example. |
|
Flowed Task WL |
Tasks that have a direct relationship with business activity. Flowed tasks must be completed as business activity occurs. Common examples include transactions and web chat. |
|
Response Rate Task WL |
Tasks associated with channels that require a response in a specified period of time – though not as immediate as for queued tasks. Common examples are responses to e-mail and fax. |
|
Variable Filler Task WL |
Tasks driven by a volume, but not time-dependent on specific business activity. Common examples include resolution-logging time and follow-up on open items. |
|
Fixed Filler Task WL |
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 is a common example. |
The indicator type you select from the previous step determines the entries you make at the Time Standards and Settings tabs.
b. You assign workloads to this task by:
i. Clicking on the Workload Assignments tab.
ii. Scrolling to the workload in the Available Workloads list.
iii. Selecting the workload from the list.
iv. Clicking the right arrow button to add it to the Assigned Workload list. Workload is removed from the Available Workloads list.
v. Add the 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.
vi. Click Use Work Area Hrs? to use the work areas for the workload that is checked in the previous tab. When unchecked, uses the hours entered by the user.
Highlighting an Assigned Workload and clicking on the left arrow removes the Assigned Workload from the list and returns it to the Available Workloads list. You cannot edit or change any fields on the workloads in the Available Primary Workloads list.
c. Click on the Task Hours tab.
You cannot make any task hours assignments when Use Work Area Hrs? is selected. When this field is not selected, you make task hour assignments by:
i. Selecting the day for the task hours. You cannot enter any time values for a day unless that day is selected.
ii. Entering the start time for the task including the offset types and offset minutes. The start time must not be earlier than the daybreaker, and must not overlap with the end time.
iii. Entering the ending time for the task including the offset types and offset minutes. The end time cannot be later than the daybreaker, and must not overlap with the start time.
The start time and end time must be entered in 24-hour format (where 2:00pm is 14:00) and in 15-minute granularity.
The next steps in the process are based on the task type you are defining.
Defining Queued Tasks
d. Click on the Time Standards tab to enter handling times for the queued task.
i. You can select to use the time standards from an AHT Volume Indicator or you can manually enter average handling times for each day. Click on:
· AHT Indicator and then select the AHT Volume Indicator from the list of all active AHT Volume Indicators to use its service data.
· Manual AHT and enter average handling times for each day of the week.
ii. Enter a Service Level Volume Indicator from the list of all active Service Level Volume Indicators.
e. Click on the Settings Tab and enter:
i. 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.
ii. Max People which is a value indicating the maximum number of people that can be scheduled for the task at any given time.
iii. ABND Indicator by selecting the ABND Volume Indicator from the list of all active ABND Volume Indicators.
iv. Service Quality Template by selecting the Service Quality Template from all active Service Quality Templates.
Defining Flowed Tasks
d. Click on the Time Standards tab to enter handling times for the flowed task.
...
i. You can choose to apply the daily standard to apply a normal standard for the task. Click on:
· Apply Daily Standard and then enter the task standard times for the appropriate day or days of the week.
· Apply Normal Standard and change the task standard if different from the displayed default task standard.
ii. Select a Volume Indicator from the list of all Volume Indicators to be associated with this task.
e. Click on the Settings Tab and enter:
...
i. Max People which is a value indicating the maximum number of people that can be scheduled for the task at any given time.
ii. 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.
Defining Response Rate Tasks
d. Click on the Time Standards tab to enter handling times for the response rate task.
...
i. You can select to use the time standards from an AHT Volume Indicator or you can manually enter average handling times for each day. Click on:
· AHT Indicator and then select the AHT Volume Indicator from the list of all active AHT Volume Indicators to use its service data.
· Manual AHT and enter average handling times for each day of the week.
ii. Select a Volume Indicator from the list of all Volume Indicators to be associated with this task.
e. Click on the Settings Tab and enter:
...
i. 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.
ii. Max People which is a value indicating the maximum number of people that can be scheduled for the task at any given time.
iii. Response Quality Template by selecting the Response Quality Template from all active Response Quality Templates.
Defining Variable Filler Tasks
d. Click on the Time Standards tab to enter handling times for the variable filler task.
...
i. You can select to use the time standards from an AHT Volume Indicator or you can manually enter average handling times for each day. Click on:
· AHT Indicator and then select the AHT Volume Indicator from the list of all active AHT Volume Indicators to use its service data.
· Manual AHT and enter average handling times for each day of the week.
ii. Select a Volume Indicator from the list of all Volume Indicators to be associated with this task.
e. Click on the Settings Tab and enter:
...
i. Assign Type select the type of variable filler task from the drop down. The default is Daily.
ii. Mix Percentage – a value from 0 to 100 with two decimal places indicating what percentage of time is to be allocated to the task.
iii. 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).
iv. 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).
v. Max People which is a value indicating the maximum number of people that can be scheduled for the task at any given time.
Defining Fixed Filler Tasks
d. Click on the Time Standards tab to enter the time for the fixed filler task. Enter either the fixed number of hours for each day or the total for the week.
e. Click on the Settings Tab and enter:
...
i. Assign Type select the type of fixed filler task from the drop down. The default is Daily.
ii. 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).
iii. 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).
iv. Max People which is a value indicating the maximum number of people that can be scheduled for the task at any given time.
Result
You have completed your configuration through the SAP Easy Access Menu. All system configuration is now complete.
To better support your implementation of IC WFM, you can maintain the following IC WFM configuration settings in both the IMG and the SAP Easy Access Menu:
§ Operational Settings à Define Teams
§ Schedule Settings à Define Schedule Priorities
§ Schedule Settings à Define Availability Templates
§ Schedule Settings Define à Shift Templates
§ Schedule Settings à Assign Holiday Cost Profile
You would make your initial configuration settings through the IMG and then, if necessary, perform any on-going changes through the SAP Easy Access Menu.