Define Volume Indicators 
Use
Use the following path or transaction code from the SAP Easy Access menu to define volume indicators:
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Menu path |
Transaction code |
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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.
Activities
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1. Start the volume indicator definition by completing the following indicator type-independent fields:
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Field name |
Description |
User action / Notes |
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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. |
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Long Text |
Enter a long description of the volume indicator definition. |
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Indicator External Key |
The unique identifier for the volume indicator. |
Used when importing volume indicator data. |
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Root Org Node |
The location to which the workload definition applies. |
Enter or select the location. |
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Indicator Type |
The indicator type identifies how volume processing is performed for the indicator. |
Select from the drop down list: · Queued Volume · Response Rate Volume · AHT Volume · AWT Volume · ABND Volume · Standard 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.
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Type |
Definition |
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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. |
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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. |
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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). |
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AWT Volume |
Represents average wait time in a sales channel. |
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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. |
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Standard Volume |
Activity associated with work performed based on a specific volume such as the number of items, transactions, sales revenue or customers processed. |
The volume indicator type you select from the previous step determines the entries you make in the next step.
2. 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:
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Field name |
Description |
User action / Notes |
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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. |
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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. |
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Stat Granularity |
The time granularity for volume data for this volume indicator. |
Choose from quarter-hourly, half-hourly, hourly, daily or weekly. |
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Settings |
The forecast settings for this indicator, accessible only when you click on Settings. |
Forecast, Drop Hi/Lo Values |
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Summed Indicators |
When you select summed indicators you use the sum of two or more quarter-hour indicators as the value for the indicator. The summed indicators you can choose for this indicator are accessible only when you click on summed indicators. Summed indicator is applicable only for Queued Volume, Response Rate Volume and Standard 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. |
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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. |
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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. |
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Stat Granularity |
The time granularity for volume data for this volume indicator. |
Choose from quarter-hourly, half-hourly, hourly, daily or weekly. |