Define Workload 
Use
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. You use this procedure to define workload parameters.
Procedure
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1. You access the transaction through either:
¡ The SAP Easy Access Menu, where you navigate to the transaction by choosing either path:
§ Industries ® Retail Multisite Workforce Deployment ® Forecast Settings ® Define Workload
§ Interaction Center ® Interaction Center Workforce Management ® Forecast Settings ® Define Workload
¡ The SAP Easy Access Menu, enter 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 Workload.
iii. Choose Search.
iv. Click Workload, 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 workload definition the system displays in the tree view.
vi. Enter a date defining the first day for which the workload definition is valid.
vii. Choose Continue.
2. You see the workload definition page where at the Definition area you enter:
Field name |
Description |
Use / Notes |
External Key |
Displays the Profile ID you entered into the Create New Parameter dialog box. |
|
Short Text |
Enter a short description of the workload definition. |
The system uses this description in any displays identifying the workload. |
Long Text |
A detailed description of the workload definition. |
|
3. At the Effective Dates area, enter:
Field name |
Description |
Use / Notes |
Start Date |
Displays the Start Date you entered into the Create New Parameter dialog box. |
The system considers this workload definition valid for the range defined by the Start Date and End Date. |
End Date |
Displayed at 12/31/9999 to specify an open-ended validity range. |
You cannot edit or change the End Date. |
4. At the Type Definition area, choose the workload type from the drop down list:
¡ Primary – 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.
¡ Qualified – A workload requiring a special capability by an employee so that the employee can perform the specific tasks required within the work area.
Although all employees 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 employees are qualified and then special work areas for which a subset of employees are qualified. For example, all employees might be qualified to take phone orders while some employees are qualified to take phone orders as well as service-related calls.
5. At the Coverage area:
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a. Determine the method for creating workload by choosing either:
§ Proficiency – use the employee proficiency level
§ Qualification – use the CRM qualification
b. Enter the level at which you want the proficiency or qualification set.
6. At the Forecast Parameters area, enter:
Field name |
Description |
Use / Notes |
Smooth Workload |
A checkbox indicating whether you want smoothing performed for this workload. |
Choose this field to select workload smoothing. |
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. |
|
Round < 1
|
This value defines how the system should round when encountering a workload of less than one person. |
If the workload value is less than one, the system checks this value to determine whether to round to the next integer value. |
Round > 1
|
This value defines how the system should round when encountering a workload of greater than one person. |
If the workload value is greater than one, the system checks this value to determine whether to round to the next integer value. |
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 employees required to handle the forecasted workload per quarter hour)
Scheduling 6, 8, or 10 employees to meet to this workload would result in a great deal of overstaffing. Instead, the system 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
The system can now more easily schedule 4 or 5 people to handle the volume of e-mails.
7. The Assignment Information area displays:
Field name |
Description |
Use / Notes |
Work Area |
The work area to which the workload definition applies. |
This workload is associated with the work area using the procedure Define Work Areas. |
Tasks at Date |
The date which defines the beginning of the tasks definition. |
|
External Key |
The unique identifier for the task you want to map to this workload. |
|
Short Description |
A brief description of the task you want to map to this workload. |
|
Type |
The task type. |
Displays: · Flowed when the amount of work to complete this task is dependent on workload. · Fixed when the amount of work to complete this task is constant, independent of workload. |
You can view the detailed tasks associated with the workload but you cannot change or edit any task information from this procedure.
8. Save your entries.
Result
You have defined the workload and can assign it to your location. For more information, see Assign Parameter Settings to Locations.