Define Service Quality Templates (SAP Library - Managing Workforce within Interaction Center)

Define Service Quality Templates

Use

Use the following path or transaction code from the SAP Easy Access menu to define service quality templates:

Menu path	Transaction code
SAP Menu à Interaction Center à Interaction Center Workforce Management à Forecasting Settings à Define Service Quality Templates	CRM_WFM_IND_TEMPLATE

Service quality templates are created in advance, at the quarter-hour level. They are used as an input into the forecasting process. IC WFM uses service quality templates to calculate demand based on the service levels you define.

Note

Service quality templates are not date dependent. The Indicator External Key must be unique for Indicator Type and Root Org Node. Once a service quality template is linked to an indicator group or workload, you cannot delete it. You can delete a service quality template only when there is no relationship to an indicator group or workload. Linking an indicator group or workload to the service quality template creates a relationship that must be broken before you can delete the service quality template.

Activities

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1. Enter the following general information for the service quality template:

Field name	Description	User action / Notes
Short Text	Enter a short description of the service quality template definition.	IC WFM uses this description in any displays identifying the service quality template.
Long Text	Enter a long description of the service quality definition.
Indicator External Key	The unique identifier for the service quality template definition.
Root Org Node	The location to which the service quality template definition applies.	Enter or select the location.
Indicator Type	The type of service quality template.	Select from the drop down list: · Response Level · Service Level

Note

After you save an entry, you cannot change or edit the Root Org Node or the Indicator Type fields without deleting and then re-creating the entry.

2. Enter the detail based on the indicator type. The information you enter differs slightly by the indicator type.

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a. You see the detail table for Response Level service quality templates. Click on the Insert Row button and enter the details for the Response Level indicator type:

Field name	Description	User action / Notes
Week Day	The day on which the Response Level service quality template should be used.	Select a week day from the drop down list. Click on the Insert Line button to add Response Level service quality templates for other days.
Start Time	The start time for the service quality definition.	The start time must not overlap with the end time. See note below.
End Time	The end time for the service quality definition.	The end time cannot overlap the start time. See note below.
Minimum Wait Time (in seconds)	A value indicating the minimum wait for the service level on the day within the time range specified.

Caution

The start time and end time must be entered in 24-hour format (where 2:00pm is 14:00) and in 15-minute granularity. Midnight must be entered as 00:00 not 24:00.

The time range defined by the start and end times cannot span the day breaker. To define a service quality template valid over a time span that includes the day breaker, you must define two intervals: one that ends at the day breaker, and another that begins at the day breaker on the next day.

b. You see the detail table for Service Level service quality templates. Click on the Insert Row button and enter the details for the Service Level indicator type:

Field name	Description	User action / Notes
Week Day	The day on which the Service Level service quality template should be used.	Select a week day from the drop down list. Click on the Insert Line button to add Service Level service quality templates 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 (in seconds)	A value indicating the allowable wait for the service level on the day within the time range specified.

Caution

The start time and end time must be entered in 24-hour format (where 2:00pm is 14:00) and in 15-minute granularity. Midnight must be entered as 00:00 not 24:00.