Loading Historical Data  

Purpose

IC WFM uses channel historical data for forecasting purposes. In the IC WFM application, users can choose historical data representing weeks from previous months or years, and use the data to produce a statistical picture of what the typical business week might look like.

The historical data must be stored in the defined granularity. If, for example, you are using ¼ hour increments across the business week, each indicator must have 672 entries (4 entries per hour, 24 hours per day, 7 days per week).

 

Prerequisites

There are two methods for loading historical data:

·        Integrating your communications device(s) so that IC WFM receives the data directly from the device(s).

·        Importing historical data to IC WFM through an interface between IC WFM and your data sources.

You can use either or both methods within the same IC WFM implementation as long as you do not have data going to the same indicator from different sources.

 

Procedure

To receive data from your communications device(s):

...

       1.      Set the mapping requirements using transaction CRM_WFM_CTI_MAP to link the queue or channel to the appropriate indicators within IC WFM.

Refer to the documentation within the SAP Help Portal for information on this function, using the path mySAP Customer Relationship Management à Interaction Center à Supporting Processes à Interaction Center Workforce Management à Forecast Creation à Define CTI Queue to Indicator Mapping.

       2.      Using standard SAP report processing, you use the transaction CRM_CIC_CTI_LOAD to run the report to upload statistics data from the communication system into mySAP Customer Relationship Management (mySAP CRM) for use by IC WFM.

Refer to the documentation associated with the program for more information.

 

To import historical data:

...

       1.      Open the ABAP Workbench.

Menu path	Transaction code
SAP Menu à Architecture and Technology à ABAP Workbench à Overview à Object Navigator	SE80

       2.      Select function groups and specify function group CRM_WFM_FORECASTING_FDI.

       3.      Locate either WFM RFC.

Function Module	Description
WFM_FORECAST_FDI_SAMPLE_SET	Uses the internal indicator key
WFM_FORECAST_FDI_SAMP_SET_EXT	Uses either the internal or external indicator key

You use the external indicator key when defining volume indicators using the transaction accessible using the path: SAP Menu à Interaction Center à Interaction Center Workforce Management à Forecasting Settings à Define Volume Indicators

       4.      Develop an interface between your data sources (ACD, CTI or whichever system your organization uses) and the RFC.

Refer to the RFC documentation with the selected Function Module. Be sure to convert the data for the demand volume indicators at the appropriate granularity.

       5.      Load the data.