Define Indicator Groups 
Use
Use the following path or transaction code from the SAP Easy Access menu to define indicator groups:
|
Menu path |
Transaction code |
|
SAP Menu à Interaction Center à Interaction Center Workforce Management à Forecasting Settings à Define Indicator Groups |
CRM_WFM_IND_GRP |
During the forecasting process, users will apply like parameters to collections. In many cases, these indicator groups will consist of the same indicators from week to week. The phone channel may have many individual queues associated with it. These will share the same forecast parameters. The process of grouping indicators allows for greater usability and simplicity during the forecast process. The user will be presented with indicator groups to select during the forecasting process.
Activities
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1. Set up the indicator group by completing the following fields:
|
Field name |
Description |
User action / Notes |
|
Short Text |
Enter a short description of the indicator group definition. |
IC WFM uses this description in any displays identifying the indicator group. |
|
Start Date |
A beginning date for the indicator group definition. |
IC WFM considers this indicator group definition valid for the range defined by the start and end dates. The date entries must not overlap. |
|
End Date |
An end date for the indicator group definition. |
If no end date is planned for this indicator group definition, enter 12/31/9999 to specify an open-ended validity range. |
|
Root Org Node |
The location to which the indicator group definition applies. |
Enter or select the location. |
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Long Text |
Enter a long description of the indicator group definition. |
|
After you save your entries, you cannot change or edit the root org. node.
2. Select the indicators for the group by completing the following fields:
|
Field name |
Description |
User action / Notes |
|
Indicator External Key |
The volume indicator identifier. |
Select the indicator from the list. The description and indicator type are filled in once you make your selection. |
|
Short Description |
The short description of the selected volume indicator. |
Display only. |
|
Indicator Type |
The indicator type of the selected volume indicator. |
Display only. |