Entering Schedule Settings 
Use
Use this procedure to enter Schedule Settings
Prerequisites
Have entered operational settings and forecasting settings.
Procedure
...
1. Define schedule priorities.
In the Implementation Guide (IMG) for CRM, select the following path to define schedule priorities:
Customer Relationship Management à Interaction Center Workforce Management à Schedule Settings à Define Schedule Priorities
Schedule priorities (also referred to as “costs”) indicate the importance of the various parameters to the completed schedule. IC WFM uses schedule priorities to provide a schedule according to your organization's main concerns.
Schedule priorities have preconfigured default settings that apply a balanced importance. See Costs Introduction for information on how setting and structuring costs affect a schedule.
To define the schedule priorities:
...
a. Define the location profile to which the costs apply.
b. Click on New Entries to see the costs that you can enable for this location.
c. Enter a numeric value indicating the relative schedule importance of each scheduling priority:
|
Scheduling Priority |
Cost Type |
User action / Notes |
|
Alloc Filler |
1 |
Schedule priority for allocated filler. |
|
Alloc Filler Blocks |
2 |
Schedule priority for allocated filler blocks. |
|
Min Average Skill |
3 |
Schedule priority for minimum average skill. |
|
Qualified Workload |
4 |
Schedule priority for qualified workload. |
|
Shift Characteristic |
5 |
Schedule priority for shift characteristics. |
|
Contract/set min/max |
6 |
Schedule priority for contract/set shift minimum and maximum hours. |
|
Min gap btwn shifts |
7 |
Schedule priority for minimum gap between shifts. |
|
Seniority Pref Unmet |
8 |
Schedule priority for not meeting seniority preferences. |
|
Seniority Preference |
9 |
Schedule priority for not meeting seniority preferences. |
|
Special Day Part Min |
10 |
Schedule priority for special day part minimum agents scheduled. |
|
Special Day Part Max |
11 |
Schedule priority for special day part maximum agents scheduled. |
|
Max hrs/day with OT |
12 |
Schedule priority for maximum hours per day with overtime. |
|
Max hrs/wk with OT |
13 |
Schedule priority for maximum hours per week with overtime. |
2. Define shift characteristics.
Shift characteristics define the attributes of valid shifts that IC WFM uses when calculating schedules.
...
a. Define non-transition zones.
In the Implementation Guide (IMG) for CRM, select the following path to define non-transition zones:
Customer Relationship Management à Interaction Center Workforce Management à Schedule Settings à Shift Characteristics àDefine Non-Transition Zones
Non-transition zones are periods during the business day when shifts cannot begin or end.
Shifts can be scheduled to cross over non-transition zones. Shifts cannot begin and/or end within a non-transition zone as defined within the configuration.
|
Field name |
Description |
User action / Notes |
|
Location Profile |
The location to which this non-transition zone definition applies. |
Enter or select the location. |
|
Zone Id |
A unique identifier for the non-transition zone. |
|
|
Start date |
A beginning date for the non-transition zone. |
IC WFM considers this non-transition zone 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 non-transition zone definition, enter 12/31/9999 to specify an open-ended validity range. |
|
Short Text |
A short description of the non-transition zone. |
|
|
Start Time |
A time defining the start of the non-transition zone. |
The start time cannot overlap the end time. |
|
End Time |
A time defining the end of the non-transition zone. |
The end time cannot overlap the start time. |
|
On Sun, On Mon... On Sat |
Each check box represents a day of the schedule week. |
Click on the corresponding check box to define the non-transition zone as being applicable for that day. |
|
Shift Start? |
Defines whether or not shifts can start in the non-transition zone. |
Click on the check box to prohibit shifts from starting in this non-transition zone. |
|
Shift End? |
Defines whether or not shifts can end in the non-transition zone. |
Click on the check box to prohibit shifts from ending in this non-transition zone. |
|
No Qtr Hour Flag |
Defines whether or not shifts can end on quarter-hour intervals. |
When checked, IC WFM cannot create a shift that begins or ends 15 minutes before or after the hour. |
|
No Half Hour |
Defines whether or not shifts can end on the half hour. |
When checked, IC WFM cannot create a shift that begins or ends 30 minutes before / after the hour. |
|
Long Text |
A detailed description of the non-transition zone. |
|
b. Define disallowed shift lengths.
In the Implementation Guide (IMG) for CRM, select the following path to define disallowed shift lengths:
Customer Relationship Management à Interaction Center Workforce Management à Schedule Settings à Shift Characteristics àDefine Disallowed Shift Lengths
Some lengths of shifts have no business value or are mandated by corporate, governmental and/or union regulations. By defining disallowed shift lengths, you are assured that IC WFM will generate schedules that only contain valid shift lengths.
|
Field name |
Description |
User action / Notes |
|
Location Profile |
The location to which this disallowed shift length definition applies. |
Enter or select the location. |
|
Disallowed Shift Id |
A unique identifier for the disallowed shift length. |
|
|
Start Date |
A beginning date for the disallowed shift length definition. |
IC WFM considers the disallowed shift length 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 disallowed shift length definition, enter 12/31/9999 to specify an open-ended validity range. |
|
Short Text |
A short description of the disallowed shift length. |
|
|
Disallowed Length |
The length of the shift, in hours, that should be disallowed. |
The shift length you enter must be in quarter hour intervals like 10.25, 10.50, and 10.75. This represents the total shift duration, including any meal or break time that might be applied to the scheduled shift. |
|
Start Time |
Defines the beginning of the time range during which the shift length will be prohibited. |
The shift length will be enforced for the time defined by the Start Time and End Time fields. |
|
End Time |
Defines the end of the time range during which the shift length will be prohibited. |
This value must be later than the start time. |
|
Applies on... |
Select the days to which the disallowed shift length applies by clicking on the corresponding check box. |
Days not having a check mark are not included in the disallowed shift length definition. |
|
Long Text |
A long description of the disallowed shift length. |
|
The range defined by the start and end times must not span the day breaker. If you wish to define a disallowed shift length period that includes the day breaker, you must define two intervals: one that ends at the day breaker, and another that begins at the next day’s day breaker.
3. Define work area reluctance profiles.
In the Implementation Guide (IMG) for CRM, select the following path to define work area reluctance profiles:
Customer Relationship Management à Interaction Center Workforce Management à Schedule Settings à Define Work Area Reluctance Profiles
Work area reluctance profiles help IC WFM make scheduling choices. IC WFM uses reluctance levels to determine the work area to which it should assign shifts for a particular employee when there is a choice and other schedule inputs (like forecast demand) are equal. For example, cross-trained employees can be assigned to multiple work areas and the reluctance profile helps determine the final decision.
To define a work area reluctance profile:
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a. Define a general profile.
b. Save the general profile.
c. Click on the general profile to select it.
d. Double click the folder Individual WA Reluctance Profile from the left panel of the screen to access the rank entries.
e. Click on New Entries and enter the reluctance profile parameters.
f. Save the individual work area reluctance profile.
Once you have defined a work area reluctance profile, you can assign it to agents having multiple work area assignments from within IC WFM by selecting Workforce Management à Employee Maintenance à Work Areas & Qualifications. The reluctance profile is based on the rank of the work areas you assign to the agent, and only applies to the number of work areas to which the agent can be assigned. Rank must also be in sequence.
A reluctance profile is required for each employee to be scheduled within IC WFM, even if the employee has a single work area assignment.
To define work area reluctance profiles:
...
...
a. Set up a work area reluctance profile by defining the following fields:
|
Field name |
Description |
User action / Notes |
|
Location Profile |
The location to which the work area reluctance profile applies |
Enter or select the location. |
|
Reluctance ID |
Enter a unique identifier for the work area reluctance profile. |
|
|
Short Description |
Enter a short description of the work area reluctance profile. |
This description appears in the Employee Information iView, in the Work Areas and Qualifications tab. |
|
Long Description |
Enter a long description of the work area reluctance profile. |
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b. For each profile, define as many rank entries as the maximum number of Work Area assignments that would be expected for an individual employee. That is, if the maximum number of work area assignments for an employee is 3, assign 3 rank entries. If you define fewer rank entries than may be assigned, the Work Area importance of the greatest rank entry will be applied during schedule calculation. Set up an individual work area reluctance for the selected reluctance profile by defining the following fields:
|
Field name |
Description |
User action / Notes |
|
Location Profile |
The location to which the work area reluctance profile applies. |
Enter or select the location. |
|
Reluct ID |
Enter a unique identifier for the work area reluctance profile. |
|
|
WA Rank |
Enter an integer value representing the work area's rank for this employee. |
The rank must be sequential. For example, 1, 2, 3. (not 1, 4, 7). |
|
Start Date |
Enter a start date. |
The work area reluctance profile will be considered valid for this agent for the date range defined by the start and end dates. The date ranges must not overlap. |
|
End Date |
Enter an end date. |
|
|
Work Area Rank Cost |
Enter a numeric value representing the relative cost of staffing an agent in a particular work area. |
This value differentiates the importance of scheduling an employee in one work area vs. another. Larger values in this field indicate higher reluctance levels, and will make it less likely that the agent would be scheduled in that work area. |
4. Define work rules.
Work rules govern how IC WFM can schedule an employee. They contain specific definitions that IC WFM uses when calculating schedules, such as whether the employee can work weekends or the fewest hours for which they can be scheduled. You associate work rules to employees using the Employee Maintenance iView accessible through the Interaction Center Manager’s portal.
a. Define special work rules text.
In the Implementation Guide (IMG) for CRM, select the following path to define special work rules text:
Customer Relationship Management à Interaction Center Workforce Management à Schedule Settings à Work Rules à Define Special Work Rules Text
This step is optional and should be used only if you are using special work rules within your implementation of IC WFM.
You have the ability to use 12 work rules to meet the specific needs of your location without having to perform any processing customization typically grouped as pairs of minimum and maximum values. You use this activity to define the work rule text to appear on the Work Rule page of both the Schedule and Employee Maintenance iViews in the Interaction Center Manager’s Portal.
|
Field name |
Description |
User action / Notes |
|
Work Rule Type |
The unique identifier for the work rule. |
For display only. |
|
Short Description |
The text to appear on the Work Rule page. |
Can be up to 20 characters long. |
|
Long Description |
Enter a long description of the special work rule. |
|
The special hours are typically used for your organization specific opening and closing requirements.
There are default values for the short description and long description that you can edit for your specific needs.
b. Define default work rules.
In the Implementation Guide (IMG) for CRM, select the following path to define default work rules:
Customer Relationship Management à Interaction Center Workforce Management à Schedule Settings à Work Rules àDefine Default Work Rules
Specific work rules may be valid only for particular locations. Other work rules may be valid for all locations. Use this IMG activity to create work rule templates that can be applied to default groups, and to define which work rules are valid for a given location.
To define default work rules:
...
...
i. Identify the location profile to which this default work rule profile applies.
ii. Define work rules by completing the following fields in the Default Work Rule table:
|
Field name |
Description |
User action / Notes |
|
Work Rule Type |
A unique identifier for the work rule. |
|
|
Minimum Value |
The minimum value allowed for the work rule. |
This field is required if you are defining a work rule using a default value. If you are defining a true/false or date value, leave this field blank. |
|
Maximum Value |
The maximum value allowed for the work rule. |
This field is required if you are defining a work rule using a default value. If you are defining a true/false or date value, leave this field blank. |
|
Default Value |
The default value for this work rule if it is a numeric value. |
If you are defining a true/false or date value, leave this field blank. |
|
True? |
Click on this check box to define the work rule value as “true.” When left blank, the value is “false.” |
|
|
Date Value |
The default value for this work rule if it is a date. |
|
|
Cost Value |
A numeric value that indicates the schedule importance for a scheduling element. |
You use schedule costs to define the importance you want to attach to each scheduling element when the system generates a schedule. |
|
Enabled |
Defines whether or not this work rule is currently valid. |
When checked, this work rule is enabled. When blank, this work rule is disabled. |
iii. Define the applicability periods for the work rule by completing the following fields in the Work Rule Interval table:
|
Field name |
Description |
User action / Notes |
|
Start Day |
Defines the first day of the scheduling week for which this work rule applies. |
|
|
End Day |
Defines the last day of the scheduling week for which this work rule applies. |
|
|
Start Time |
Defines the beginning of the validity period for the work rule. |
The start time must not overlap with the end time. |
|
End Time |
Defines the end of the validity period for the work rule. |
The end time cannot overlap the start time. |
The range defined by the start and end times must not span the day breaker. If you wish to define a disallowed shift length period that includes the day breaker, you must define two intervals: one that ends at the day breaker, and another that begins at the next day’s day breaker.
c. Define work rule template sets.
In the Implementation Guide (IMG) for CRM, select the following path to define work rule template sets:
Customer Relationship Management à Interaction Center Workforce Management à Schedule Settings à Work Rules àDefine Work Rule Template Sets
Work rule templates reduce the time necessary for entering and maintaining work rules. They contain the workrules used at a location and the default values for the selected work rules.
Once you define a work rules template it becomes available when defining default groups, on the employee page under schedule rules and within global maintenance.
To define work rule template sets:
...
i. Enter a location profile to which this work rule template set applies.
ii. Define the work rule template by completing the following fields in the Work Rule Template table:
|
Field name |
Description |
User action / Notes |
|
WkrlTmp ID |
A unique identifier for the work rule template. |
|
|
Short Description |
A short description of the work rule template. |
This is the name displayed on drop down lists within the IC WFM iViews. |
|
Long Description |
A detailed description of the work rule template. |
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iii. Define the default values for the work rules in the template by completing the following fields in the Work Rule Values table.
Note that you may only enter a value in either the default value, true/false or date value fields.
|
Field name |
Description |
User action / Notes |
|
WRule Type |
The ID of the work rule you are adding to the template. |
|
|
Default Value |
The work rule default numeric value. |
If the work rule value is a default value, enter the default numeric value for that work rule, as defined by this template, in this field. |
|
True? |
The work rule default true/false value. |
If the work rule value is true/false, check this box to define the default value of this work rule as "true." When the box is not checked, the default value of this work rule is "false." |
|
Date Value |
The work rule default date value. |
If the work rule value is a date value, check this box to define the default date. |
5. Define schedule exceptions.
In the Implementation Guide (IMG) for CRM, select the following path to define schedule exceptions:
Customer Relationship Management à Interaction Center Workforce Management à Schedule Settings à Define Schedule Exceptions
Schedule exceptions can occur when the resulting schedule does not exactly match the schedule rules or break rules for an employee for either a calculated or manually edited schedule.
You determine the schedule exceptions to use within your implementation of IC WFM at this location using this activity. IC WFM only displays the enabled exceptions. Schedule exceptions in IC WFM include:
|
Schedule Exception |
Description |
Used For |
|
Min Hours/Week |
The least hours per week IC WFM can schedule the employee. |
All employees |
|
Max Hours/Week |
The most hours per week IC WFM can schedule the employee. |
All employees |
|
Min Hours/Shift |
The least hours per shift IC WFM can schedule the employee. If split shifts are entered as fixed, this rule treats both shifts as one contiguous shift. |
All employees |
|
Max Hours/Shift |
The most hours per shift IC WFM can schedule the employee. If split shifts are entered as fixed, this rule treats both shifts as one contiguous shift. |
All employees |
|
Weekend Max Hrs/Shft |
The most hours per weekend shift IC WFM can schedule the employee. Commonly used with minors and/or part time workers. |
All employees |
|
Max Sched Day/Week |
The most number of days per week IC WFM can schedule the employee. |
All employees |
|
Min Time Betw Shifts |
The least time IC WFM can build into the schedule between the Employee’s shifts. Often used in 24-hour environments to avoid a closing shift on one day and an opening shift on the next. |
All employees |
|
Max Consecutive Days |
The most number of days in a row that IC WFM can schedule the employee. This rule crosses schedule weeks. |
All employees |
|
2 Days Off in a Row |
Whether the Employee should be scheduled for two days off in a row. |
All employees |
|
2 Days Off w/Weekend |
Whether the employee should be scheduled for two days off in a row including a weekend day. |
All employees |
|
Alternate Weekends O |
Whether the employee is scheduled to have every other weekend off. |
All employees |
|
Holiday Off |
Whether this employee can be scheduled on Holidays. |
All employees |
|
Allow Overtime |
Whether the employee can receive overtime. |
All employees |
|
Max Overtime/Day |
The most overtime hours per day IC WFM can schedule the Employee in addition to the Max Hrs/Shift. |
All employees |
|
Max Overtime/Week |
The most overtime hours per week IC WFM can schedule the employee. |
All employees |
|
Min Closing Week (1) |
You can configure IC WFM to include six of your own work areas within this Hrs/Week Min field. |
All employees |
|
Max Closing Week (1) |
You can configure IC WFM to include six of your own work areas within this Hrs/Week Max field. |
All employees |
|
Min Opening Week (2) |
You can configure IC WFM to include six of your own work areas within this Hrs/Week Min field. |
All employees |
|
Max Opening Week (2) |
You can configure IC WFM to include six of your own work areas within this Hrs/Week Max field. |
All employees |
|
Min xxx/Week (3) |
You can configure IC WFM to include six of your own work areas within this Hrs/Week Min field. |
All employees |
|
Max xxx/Week (3) |
You can configure IC WFM to include six of your own work areas within this Hrs/Week Max field. |
All employees |
|
Min xxx/Week (4) |
You can configure IC WFM to include six of your own work areas within this Hrs/Week Min field. |
All employees |
|
Max xxx/Week (4) |
You can configure IC WFM to include six of your own work areas within this Hrs/Week Max field. |
All employees |
|
Min xxx/Week (5) |
You can configure IC WFM to include six of your own work areas within this Hrs/Week Min field. |
All employees |
|
Max xxx/Week (5) |
You can configure IC WFM to include six of your own work areas within this Hrs/Week Max field. |
All employees |
|
Min xxx/Week (6) |
You can configure IC WFM to include six of your own work areas within this Hrs/Week Min field. |
All employees |
|
Max xxx/Week (6) |
You can configure IC WFM to include six of your own work areas within this Hrs/Week Max field. |
All employees |
|
Min Hours/Period |
The fewest hours for which the contract employee can be scheduled within the period. Work rules are still considered. |
Contract employees |
|
Max Hours/Period |
The most hours for which the contract employee can be scheduled within the period. Work rules are still considered. |
Contract employees |
|
Max Pay/Period |
The most calculated pay for which the employee can be scheduled within the period. Work rules are still adhered to. |
Contract employees |
|
Unassigned Work Area |
No agent was assigned to the work area. |
All employees |
|
Outside Availability |
An agent was scheduled outside of his or her availability. |
All employees |
|
Outside Work Hours |
An agent was scheduled outside of the work area or location work hours. |
All employees |
|
Break Shift Length |
The scheduled break does not meet break rules for the shift length. |
Break exceptions |
|
Break Placement |
The scheduled break does not meet break rules for where it should appear in the agent’s schedule. |
Break exceptions |
|
Break Sequence |
The scheduled break does not meet the break sequence requirements. |
Break exceptions |
|
Break Duration |
The scheduled break does not meet break rules for the length of the scheduled break. |
Break exceptions |
|
Non-Contiguous Break |
The scheduled breaks appear in the agent’s schedule as a contiguous break. |
Break exceptions |
|
Break Spans Shifts |
The agent was scheduled for more than one shift segment and the scheduled break spans the shift segments. |
Break exceptions |
To define schedule exceptions for use at this location:
...
a. Identify the location profile to which this schedule or break exception applies.
b. Click on the New Entries button to see the exceptions that you can enable for this location.
c. Click on the check box in the Enabled? field for any item in the schedule or break exception lists that you wish to define as valid. Schedule and break exceptions that are not enabled cannot be used by the system.
...
6. Define planned cost classes.
In the Implementation Guide (IMG) for CRM, select the following path to define planned cost classes:
Customer Relationship Management à Interaction Center Workforce Management à Schedule Settings à Planned Cost Estimation àDefine Planned Cost Classes
Each agent is associated with a cost class. Planned cost classes are used to estimate the cost of a schedule. To define planned cost classes:
...
a. Click on New Entries.
b. Define the following fields in the Cost Classes table:
|
Field name |
Description |
User action / Notes |
|
Location Profile |
The location to which this cost class applies. |
Enter or select the location. |
|
Cost Class ID |
A unique identifier for the cost class. |
|
|
Short Description |
Enter a short description of the cost class. |
|
|
Start Date |
A beginning date for the cost class definition. |
IC WFM considers this cost class valid for the range defined by the start and end dates. The date entries must not overlap. |
|
Long Description |
Enter a long description of the cost class. |
|
|
Cost Class |
Enter the end date and employee type details for this cost class. |
End date: If no end date is planned for this cost class, enter 12/31/9999 to specify an open-ended validity range. Employee type: select the employee type from the drop down list: · Undefined · Part Time · Full Time · Contract · Seasonal |
|
Level 1 Overtime Details |
Once an agent works the specified number of hours, multiply the agents pay rate by the value in the multiplier field to determine the planned cost of the scheduled overtime. |
The first overtime threshold. |
|
Level 2 Overtime Details |
Once an agent works the specified number of hours, multiply the agent’s pay rate by the value in the multiplier field to determine the planned cost of the scheduled overtime. |
The next overtime threshold. The multiplier is typically higher for the level 2 overtime. |
|
Weekly Overtime Details |
Once an agent works the specified number of hours, multiply the agent’s pay rate by the value in the multiplier field to determine the planned cost of the scheduled overtime. |
|
|
Consecutive Days Overtime Details |
Once an agent works the specified number of hours, multiply the agent’s pay rate by the value in the multiplier field to determine the planned cost of the scheduled overtime. |
|
|
Paid Absence Hours |
The number of hours per day for which an agent can be paid when absent. |
Typically set to 4 hours for part time and 8 hours for full time. |
|
Holiday Pay Benefit after xxx Multiplier |
Multiply the agent’s pay rate by the value in the multiplier field to determine the planned cost of the scheduled holiday pay. |
|
|
Holiday Pay Premium After xxx Multiplier |
Multiply the agent’s pay rate by the value in the multiplier field to determine the planned cost of the scheduled holiday premium pay. |
|
|
Salary Time Half Less xxx Salary Amount |
An amount that determines if salaried employees are entitled to overtime when they are scheduled to work over 40 hours/week. |
Any salaried employee making less than the salary amount entered here may receive additional pay when scheduled over a given number of hours per week. The pay will be their weekly salary divided by 40*1.5. |
|
Salary Time Half Schedule xxx Hours |
The number of hours to which time and a half is paid to salaried workers scheduled for more than 40 hours per week. |
Apply to hours scheduled over is the number of hours up to which the employee is paid their salary, any time over that is paid at the determined hourly rate x 1.5. |
c. Define premium information for the pay class by completing the following fields in the Cost Class Premium table:
|
Field name |
Description |
User action / Notes |
|
Premium ID |
Enter a unique identifier for the premium. |
|
|
Start Date |
A beginning date for the premium. |
IC WFM considers this premium 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 premium definition, enter 12/31/9999 to specify an open-ended validity range. |
|
Start Time |
Enter a start time for the premium. |
The start time must not overlap with the end time. |
|
End Time |
Enter an end time for the premium. |
The end time cannot overlap the start time. |
|
Premium Rate |
Enter the premium rate. |
|
|
Currency |
Enter the currency in which the premium is paid. |
|
|
Premium Type |
Select a premium type from the dropdown list. |
The premium types are: · Undefined · Hourly Dollar · Hourly Rate · Daily |
The range defined by the start and end times must not span the day breaker. If you wish to define a disallowed shift length period that includes the day breaker, you must define two intervals: one that ends at the day breaker, and another that begins at the next day’s day breaker.
7. Define default group settings.
In the Implementation Guide (IMG) for CRM, select the following path to define default group settings:
Customer Relationship Management à Interaction Center Workforce Management à Schedule Settings à Define Default Group Settings
You use default groups to:
¡ Classify agents in order to apply the same calculation and reporting attributes or settings to the entire group.
¡ Define default settings, which substantially reduces the time required to perform employee maintenance activities.
|
Field name |
Description |
User action / Notes |
|
Location Profile |
The location to which these default group settings apply. |
Enter or select the location. |
|
Settings Group ID |
A unique identifier for the default settings group. |
|
|
Start Date |
A beginning date for the default settings group. |
IC WFM considers this default settings group 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 default settings group definition, enter 12/31/9999 to specify an open-ended validity range. |
|
Short Text |
A short description of the default settings group. |
IC WFM will display this label in employee maintenance screens. |
|
Cost Class ID |
The cost class id created from the previous step. |
Enter or select the cost class. |
|
WorkRule Tmp ID |
A unique identifier representing the work rule template to be applied to this default settings group. |
|
|
Break Rule Set ID |
A unique identifier representing the break rule set to be applied to this default settings group. |
|
|
Pay Type |
Select the pay type that describes this default settings group from the drop down list. |
The pay type are: · Hourly · Salaried · Both · Undefined (default) |
|
Employee Type |
Select the employee type for this default settings group from the drop down list. |
The employee types are: · Full Time · Part Time · Contract · Seasonal · Undefined (default) |
|
Default? |
Indicates whether you want IC WFM to consider this the default settings group for newly hired agents. |
When this box is checked, IC WFM automatically assigns newly hired agents to this default settings group. Only one group may be designated as the default group. |
|
Long Text |
A detailed description of the default settings group. |
|
8. Define availability templates.
In the Implementation Guide (IMG) for CRM, select the following path to define availability templates:
Customer Relationship Management à Interaction Center Workforce Management à Schedule Settings à Define Availability Templates
Availability templates reduce the time necessary for entering and maintaining availabilities details. IC WFM can only schedule agents for time intervals in which they are available for work which means that you must define availability periods for all agents. Rather than specifying the specific availability periods for all agents, you can define templates that describe general availability periods, such as AM, PM, or Weekends, and assign those as necessary to agents.
To define availability templates:
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a. Set up a new shift availability template by defining the following fields in the Availability Template table:
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Field name |
Description |
User action / Notes |
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Location Profile |
The location to which the shift availability template applies. |
Enter or select the location. |
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Availability ID |
Enter a unique identifier for the shift availability template. |
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In a 24-hour environment, you must define the availability periods within the template based on physical day from day breaker to day breaker. Days not accounted for within the template are considered Unavailable and agents to which this template is applied (and not changed after the template is assigned) are not scheduled on these days.
b. Define the agent availability information by defining the following fields in the Availability Interval table:
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Field name |
Description |
User action / Notes |
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Start Day |
Select a start day from the drop down list. |
IC WFM considers the shift valid for the time interval defined by Start Day and End Day. |
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End Day |
Select an end day from the drop down list. |
In non-24 hour environments, the start and end days must match. |
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Start Time |
Enter the time when the agent first becomes available. |
The start time must not overlap with the end time. |
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End Time |
Enter the time when the agent is no longer available. |
The end time cannot overlap the start time. |
The range defined by the start and end times must not span the day breaker. If you wish to define a disallowed shift length period that includes the day breaker, you must define two intervals: one that ends at the day breaker, and another that begins at the next day’s day breaker.
9. Define shift templates.
In the Implementation Guide (IMG) for CRM, select the following path to define shift templates:
Customer Relationship Management à Interaction Center Workforce Management à Schedule Settings à Define Shift Templates
Shift templates reduce the time necessary for entering and maintaining shift details. In this IMG activity, you define shift templates for use in creating agent shifts.
To define shift templates:
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a. Set up the shift availability template by defining the following fields in the Set Shift Template table:
|
Field name |
Description |
User action / Notes |
|
Location Profile |
The location profile to which the shift template applies. |
Enter or select the location. |
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Shift ID |
Enter a unique identifier for the shift template. |
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Short Description |
Enter a short description of the shift template. |
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Long Description |
Enter a long description of the shift template. |
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In a 24-hour environment, you must define the availability periods within the template based on physical day from day breaker to day breaker. Days not accounted for within the template are considered Unscheduled and agents to which this template is applied (and not changed after the template is assigned) are not scheduled on these days.
b. Define the shift template information by defining the following fields in the Set Shift Time Interval table:
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Field name |
Description |
User action / Notes |
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Shift Type |
Select a shift type from the drop down list. |
The shift types are: · Fixed · Set |
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Start Day |
Select a start day from the drop down list. |
IC WFM considers the shift valid for the time interval defined by Start Day and End Day. |
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End Day |
Select an end day from the drop down list. |
In non-24 hour environments, the start and end days must match. |
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Start Time |
Enter the time defining the beginning of the shift. |
The start time must not overlap with the end time. |
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End Time |
Enter the time defining the end of the shift. |
The end time cannot overlap the start time. |
You can have multiple entries for each field in the Set Shift Time Interval table.
The range defined by the start and end times must not span the day breaker. If you wish to define a disallowed shift length period that includes the day breaker, you must define two intervals: one that ends at the day breaker, and another that begins at the next day’s day breaker.
10. Define planned cost estimation.
Planned costs provides input to the scheduling process which allows it to consider pay costs when creating the schedule.
You have defined the cost classes in a previous step. You continue configuring the planned cost estimation activities at this point.
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a. Define holiday cost profiles.
In the Implementation Guide (IMG) for CRM, select the following path to define holiday cost profiles
Customer Relationship Management à Interaction Center Workforce Management à Schedule Settings à Planned Cost Estimation àDefine Holiday Cost Profiles
You can have separate planned costs for holidays. You use the holiday cost profile to set these special costs and associate them with default groups.
You can define only one holiday per week with this activity.
|
Field name |
Description |
User action / Notes |
|
Location Profile |
The location to which this holiday cost profile applies. |
Enter or select the location. |
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Holiday Cost Prof ID |
A unique identifier for the holiday cost profile. |
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Start Date |
A beginning date for the holiday cost profile. |
IC WFM considers this holiday cost profile valid for the range defined by the start and end dates. The date entries must not overlap. |
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End Date |
An end date. |
If no end date is planned for this holiday cost profile, enter 12/31/9999 to specify an open-ended validity range. |
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Short Text |
A short description of the holiday cost profile. This label will appear in dropdown lists. |
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Maximum per Hours Week |
The most number of hours per week that full time employees should be limited to during the holiday week. |
For example, if your maximum number of hours per week is typically 40, a week with one holiday would limit the maximum hours to 32 (assuming 8 hour days). |
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Include Holiday Benefit Hours? |
This check box defines whether IC WFM should include holiday hours in overtime calculations of estimated pay. |
Check this box to include holiday hours in overtime calculations. |
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Include Hours Worked? |
This check box defines whether IC WFM should include holiday hours worked in overtime calculations of estimated pay. |
Check this box to include holiday hours worked in overtime calculations. |
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Long Text |
A detailed description of the holiday cost profile. |
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b. Define holiday cost premiums.
In the Implementation Guide (IMG) for CRM, select the following path to define the holiday cost premiums:
Customer Relationship Management à Interaction Center Workforce Management à Schedule Settings à Planned Cost Estimation àDefine Holiday Cost Premiums
Holiday cost premiums helps IC WFM accurately predict the cost of a schedule that includes holidays.
|
Field name |
Description |
User action / Notes |
|
Location Profile |
The location to which the holiday cost estimation premium applies. |
Enter or select the location. |
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Holiday Cost Profile ID |
The holiday cost profile to which the holiday cost estimation premium applies. |
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Holiday Cost Premium ID |
A unique identifier for the holiday cost estimation premium. |
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Default Settings Group |
The default settings group used by this location. |
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Start Date |
A beginning date for the holiday cost estimation premium definition. |
IC WFM considers this holiday cost estimation premium definition valid for the range defined by the start and end dates. The date entries must not overlap. |
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End Date |
An end date. |
If no end date is planned for this holiday cost estimation premium, enter 12/31/9999 to specify an open-ended validity range. |
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Holiday Pay Premium |
The manner in which the premium is to be paid to the employee. |
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Holiday Premium Benefit Hour |
The number of premium hours paid to the agent for working a holiday. |
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Holiday Premium Rate Amount |
An extra hourly amount paid to the employee for any hour(s) worked on a holiday. |
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Currency |
The currency in which the premium is paid. |
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Holiday Premium Rate Base |
The rate on which holiday premium pay is based. |
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Holiday Premium Rate Base Multiplier |
A standard multiplier to apply to the holiday premium base rate. |
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Holiday Premium Rate Extra Multiplier |
An additional multiplier to apply to the holiday premium base rate. |
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11. Assign holiday cost profile.
In the Implementation Guide (IMG) for CRM, select the following path to assign the holiday cost profile:
Customer Relationship Management à Interaction Center Workforce Management à Schedule Settings à Assign Holiday Cost Profile
IC WFM uses holiday cost profiles to calculate the holiday pay used in its planned cost estimates. To make maintaining these costs easier, you create holiday cost profiles containing the holiday cost details and assign them to groups of agents through the default groups.
You must create a holiday cost profile for each holiday observed at the location to which special holiday hours or holiday cost premiums apply.
|
Field name |
Description |
User action / Notes |
|
Object ID |
The location to which the holiday cost profile applies. |
Enter or select the location. |
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Holiday cal. ID |
The holiday calendar (by country or region) that applies to your location. |
Select the holiday calendar from the list of standard SAP holiday calendars. |
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Public hol. ID |
The public holiday you want to use for this location’s holiday cost profile. |
Select the public holiday you want to use for this location’s holiday cost profile from the list of holidays from the selected holiday calendars. |
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Valid from year |
A year defining the start of the period for which the holiday cost profile is valid. |
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Valid to year |
A year defining the end of the period for which the holiday cost profile is valid. |
Must be greater than or equal to the valid from year. Enter the same value in the Valid from year and Valid to year fields to define a single year. |
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OpHoursStart |
A time defining when the location opens for the specific holiday defined above in Public hol. ID. |
This time must not be earlier than the day breaker, and must not be later than the closing time defined below. |
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OpHoursEnd |
A time defining when the location closes on the specific holiday defined above in Public hol. ID. |
This time must not be later than the day breaker, and must not be earlier than the closing time defined above. |
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ClosedFlag |
Click here if the location is closed for the holiday. |
If you check this box, IC WFM considers the location closed on the holiday, and all Agents are considered Unavailable for the day. |
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Holiday Cost Profile ID |
The holiday cost profile (defined in the previous step) to be used for the holiday cost estimation premium when agents are scheduled for the holiday. |
Enter or select the enabled holiday cost profiles. |
IMG automatically populates other information in the table.
Result
You have entered your schedule settings configured within the IMG.