Manage Activities in Sprinklr WFM

Updated

1 month ago

Activities in Sprinklr WFM are the various tasks and engagements that agents undertake during their working hours. This section outlines the essential steps for managing Activities, including:

Creating Activities
Editing Activities
Bulk Import Activities
Deleting Activities
View the Audit Log of Activities.

Create Activities

Prerequisites for creating Activities:

Sprinklr WFM must be enabled for the environment.
You must have access to the Workforce Manager Persona App.
Create permission under the Activities section in the Workforce Management module.

Scenario: A new training program is introduced for customer service representatives. The Administrator creates a new “Training” activity to schedule and track training sessions, ensuring all representatives complete the program.

Follow these steps to create an Activity:

Go to the Workforce Manager Persona App on the Launchpad.
Select Settings from the Left Pane to open the Governance page.
Go to Shift Activity to open the Activities Record Manager.
Click the Create Activity button at the top-right of the page to open the Create Activity page.
Fill in the required fields on the Create Activity page. Fields marked with a red dot are mandatory. Below are the descriptions of all the fields on this page:
1. Name: Enter the name of the Activity. (Required)
2. Description: Briefly describe the Activity.
3. Activity Impact: Choose whether the Activity will be Productive or Unproductive. Select 'Productive' for Activities where agents actively work on tasks that contribute to SLA calculations (such as training and overtime). Select 'Non-Productive' for Activities like breaks or meals that do not impact SLA metrics. (Required)
4. Activity Type: Select the type of Activity. (Required)
  1. Paid Activity: This indicates that the agent will receive compensation for the Activity.
  2. Unpaid Activity: This indicates that the agent will not receive compensation for the Activity.
5. Agent Status: Select the agent's default status during the Activity. Multiple statuses can be selected. (Required)
6. Activity Color: Choose a color for the Activity for easy identification while viewing Schedules. You can choose a color using the color picker or entering a hexadecimal code. (Required)
7. Default Activity Duration: Enter the duration of the Activity. You can enter the time in either minutes or hours.
8. Default Activity Priority: Specify the priority for the Activity. The priority set here will determine which Activity is given preference if multiple Activities overlap on an agent’s schedule. You can enter any number between 1 and 100, with a lower number indicating higher priority. For example, if you assign a priority of 10 to 'Training' and a priority of 20 to 'Meeting,' 'Training' will take precedence over 'Meeting' if both activities are scheduled simultaneously. (Required)
Click the Save button at the bottom right of the page to create the Activity.

This completes the process of creating an Activity.

Edit Activities

Prerequisites for editing Activities:

Sprinklr WFM must be enabled for the environment.
You must have access to the Workforce Manager Persona App.
Edit permission under the Activities section in the Workforce Management module.

Scenario: The duration of lunch breaks needs to be adjusted due to a change in company policy. The Administrator edits the existing “Lunch Break” activity to extend the duration from 30 minutes to 45 minutes, ensuring compliance with the new policy.

Follow these steps to edit an Activity:

Go to the Workforce Manager Persona App on the Launchpad.
Select Settings from the Left Pane to open the Governance page.
Go to Shift Activity to open the Activities Record Manager.
Hover over the vertical ellipsis (⋮) icon corresponding to the Activity you want to edit. This will show a list of options.
Select Edit from the list of options to open the Edit Activity page.
Update the necessary details for the selected Activity. The fields are the same as those used when creating an Activity.
After entering the updated details, click the Save button at the bottom right of the Edit Activities page to save the Activity.

This completes the process of editing an Activity.

Bulk Import Activities

Follow these steps to bulk import Activities:

Navigate to Activities Record Manager.
Click the Import Activities button at the top right of the page to open the Import Activities window.
Upload the template file with details of the Activities. The template file must be in .xlsx format.
Once the file is successfully uploaded, click the Import button.

After clicking the Import button, it will take some time to complete the import process. You will receive a toast notification if the import was successfully completed.

You will receive a system notification if the import cannot be completed due to an error in the file. The notification will include a link. Clicking the link will open a file that displays the errors in the uploaded template.

The Position column in the file will show the cell numbers where errors were detected, and the corresponding cells in the Error column will contain the error descriptions.

Activity Import File Specifications

XLSX is the approved file format.
The Activity Code must be unique for each activity. It cannot be identical to any other activity in the import file or any existing activity in your environment.
The Activity Impact of imported Activities will be set to Unproductive Activity.

The following headers are mandatory in the template file (Do not modify the header, including their case):

Parameter	Header	Remarks
Activity Name	Name	Mandatory field.
Activity Code	activityCode	Optional field. Must be alphanumeric. If not provided, Activity Code will be auto generated.
Activity Description	description	Optional field.
Activity Type	type	Mandatory field. (Paid or Unpaid)
Agent Status	agentStatus	Mandatory field.
Activity Color	activityColor	Mandatory field. Enter the hexadecimal code of the Activity color. (For example, #54BEEE)
Default Activity Duration	defaultActivityDuration	Optional integer field.
Default Activity Duration Unit	defaultActivityDurationUnit	Optional text field. (Hours or Minutes) Note: This field is mandatory if the defaultActivityDuration is populated.
Default Activity Priority	defaultActivityPriority	Mandatory integer field.

This completes the process of bulk importing Activities.

Delete Activities

Prerequisites for deleting Activities:

Sprinklr WFM must be enabled for the environment.
You must have access to the Workforce Manager Persona App.
Delete permission under the Activities section in the Workforce Management module.

Scenario: A training program for new customer service representatives has concluded. The Administrator deletes the “New Hire Training” activity to streamline the schedule and ensure that only current and relevant activities are displayed.

Follow these steps to delete an Activity:

Go to the Workforce Manager Persona App on the Launchpad.
Select Settings from the Left Pane to open the Governance page.
Go to Shift Activity to open the Activities Record Manager.
Hover over the vertical ellipsis (⋮) icon corresponding to the Activity you want to delete. This will show a list of options.
Select Delete from the list of options to open the Delete Activity dialog box.
Select Submit to delete the Activity. This action cannot be undone.

This completes the process of deleting an Activity.

View Audit Log of Activities

Audit log of Activities allows you to track all changes made to Activities. It stores a comprehensive history of every change, including date and time stamps, along with details of the user who made the changes. This ensures full transparency and traceability, enabling managers to review and verify activities, maintain accountability.

Prerequisites for viewing audit log of Activities:

Sprinklr WFM should be enabled for the environment.
You must have access to the Workforce Manager Persona App.
View permission under the Activities section in the Workforce Management module.

Follow these steps to view the audit log of Activities:

Go to the Workforce Manager Persona App on the Launchpad.
Select Settings from the Left Pane to open the Governance page.
Go to Shift Activity to open the Activities Record Manager.
Hover over the vertical ellipsis (⋮) icon corresponding to the Activity for which you want to view the audit log. This will show a list of options.
Select View Audit Logs from the list of options to open the Activity window from the Third Pane.

You can view all the changes made to the Activity from the Third Pane. You can refresh the data, sort it by the date of updates in ascending or descending order, and copy the URL of the Activity for easy sharing.