Define Service Quality Templates 
Use
Service quality templates ensure that forecasts for tasks represent specific service level goals as they are created prior to creating a forecast and linked to the tasks. You use this procedure to define service quality templates. The system uses the information associated with these templates act as the input to demand forecasting when calculating demand. Service quality template data must be set at the quarter-hour level.
Service quality templates are date independent. Additionally, you can delete a service quality template only when there is no relationship to an indicator group or workload.
Service quality templates are typically used only within call center scheduling.
Procedure
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1. At the SAP Easy Access Menu, enter the transaction code CRM_WFM_SM.
You see the initial page for the site maintenance tool.
2. At Profile Type, display the selections and choose Work Area/Forecast / Parameters.
3. At Sub-Type, display the selections and choose Service Quality Template.
4. Choose Search.
5. Click Service Quality Template, the topmost node of the tree, with the secondary mouse button and choose Create.
You see the Create New Parameter dialog box.
6. Enter a Profile ID, which is the name of the service quality template definition the system displays in the tree view.
7. Enter a date defining the first day for which the service quality definition is valid.
8. Choose Continue.
9. You see the service quality template entry page where you enter the following information:
Field name |
Description |
Use / Notes |
External Key |
The unique identifier for the service quality template that you entered at the Create New Parameter dialog box. |
|
Short Description |
Enter a short description of the service quality template. |
The system uses this description in any displays identifying the service quality template. |
Long Description |
Enter a long description of the service quality template. |
|
Effective Date – Start |
Defines the first day of the interval period for which the service quality template is valid that you entered at the Create New Parameter dialog box. |
The system considers this service quality template valid for the range defined by the start and end dates. The date entries must not overlap. |
Effective Date – End |
Defines the last day of the interval period for which the service quality template is valid. |
12/31/9999 to specifies an open-ended validity range. |
Type Definition – Indicator Type |
The type of task you want to map with the service quality template. |
Choose: · Response Level · Service Level |
When entering the Start Time and End Time, either enter the times into the field or choose input help to display the Choose Time dialog box. When at the Choose Time dialog bog, choose the clock icon to switch your entries between 12-hour format (using am and pm) and 24-hour format (where 2:00pm is 14:00). Regardless of the format in which you entered times, the system displays them in 24-hour format. Times must be entered in 15-minute granularity. You enter midnight as 00:00 not 24:00.
10. Enter the detail based on the indicator type. The information you enter differs slightly by the indicator type.
¡ Response Level – Choose Insert Row and enter the details for the response level indicator type:
Field name |
Description |
Use / Notes |
Week Day |
The day on which the response level service quality template should be used. |
Choose a week day from the drop down list. Choose Insert Line to add response level information for other days. |
Start Time |
The start time for the service quality definition. |
The start time must not be earlier than the daybreaker, and must not overlap with the end time. |
End Time |
The end time for the service quality definition. |
The end time cannot overlap the start time. |
Wait Time (min) |
A value indicating the minimum wait for the service level on the day within the time range specified. |
Entered as the number of minutes. |
¡ Service Level – Choose Insert Row and enter the details for the service level indicator type:
Field name |
Description |
Use / Notes |
Week Day |
The day on which the service level service quality template should be used. |
Choose a week day from the drop down list. Choose Insert Line to add service level information for other days. |
Start Time |
The start time for the service quality definition. |
The start time must not be earlier than the daybreaker, and must not overlap with the end time. |
End Time |
The end time for the service quality definition. |
This end time cannot overlap the start time. |
Percentage |
The percentage of calls to be answered within the specified wait time. |
Valid values are 0 to 100 with two decimal places. |
Wait Time (sec) |
A value indicating the allowable wait for the service level on the day within the time range specified. |
Entered as the number of seconds. |
11. Save your entries.
After you save your entries, you cannot change or edit the root org. node or the indicator type.
Result
You have defined the service quality template and can assign it to your location. For more information, see Assign Parameter Settings to Locations.