Define Workloads 
Use
You use the following path or transaction code from the SAP Easy Access menu to define workloads:
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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 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.
Prerequisites
You have completed all forecasting settings configuration steps through the IMG.
Activities
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1. Enter Workload Maintenance information by clicking New Entries and completing the following fields:
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Field name |
Description |
User action / Notes |
|
Indicator External Key |
The unique identifier for the workload definition. |
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Short Description |
Enter a short description of the workload definition. |
IC WFM uses this description in any displays identifying the workload. |
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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. |
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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. |
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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. |
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Long Text |
Enter a long description of the workload definition. |
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Work Area Code |
The work area to which the workload definition applies. |
Enter or select the work area. |
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Root Org Node |
The location to which the workload definition applies. |
Enter or select the location. |
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.
2. 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.
3. Enter Forecast Parameters by completing the following fields:
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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. |
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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. |
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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. |
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Round < 1
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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. |
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Round > 1
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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.
You can view the detailed tasks associated with the workload. You cannot change or edit any task information displayed.