Manage Workloads in Sprinklr WFM
Updated
Workloads in Sprinklr’s WFM module are combinations of defined Queues and Skills. These parameters are used to create Workloads which, in turn, are used to generate Forecasts, Capacity Plans, and Schedules. This section outlines the essential steps for managing Workloads, including:
Creating Workloads
Editing Workloads
Cloning Workloads
Deleting Workloads
View the Audit Log of Workloads.
Create Workloads
Prerequisites for creating Workloads:
Sprinklr WFM should be enabled for the environment.
You must have access to Workforce Manager Persona.
Create permission under the Workload section in the Workforce Management module.
Use Case:
Scenario: The holiday season is approaching, and the contact center expects a significant increase in customer inquiries.
Action: The Administrator creates a new Workload to ensure there are enough agents scheduled to handle the anticipated surge, maintaining high service levels and customer satisfaction.
Follow these steps to create a Workload:
Go to Workforce Manager persona on the Launchpad.
Select Settings from the Left Pane to open the Governance page.
Go to Workloads to open the Workloads homepage.
Click the +Create Workload button at the top-right of the page to open the Create Workload page.
Fill in the required fields on the Create Workload page. Fields marked with a red dot are mandatory. Below are the descriptions of the fields on this page:
Name: Enter the name of the Workload. (Required)
Code: This field will automatically generate a unique alphanumeric code for the Workload, such as WORKLOAD-62, for easy identification. However, you can also enter your own unique code if needed. (Required)
Description: Enter a brief description of the Workload.
Channel Type: Select the channel type for which the Workload. (Required)
Preset: Select a Staffing Preset that will be used for the Workload. (Required)
Business Hours: Select the suitable working hours for the Workload. You can only choose from pre-configured Business Hours.
Tag: Select tag(s) that can be used for filtering.
Type: Select the type of Workload. (Required)
Runtime Model: This option is suitable for contact centers already using the Sprinklr Service module for inbound and outbound traffic. Selecting the runtime model allows Sprinklr to refer to the data within the Sprinklr Service system, such as volume passing through the platform, to generate the Workload.
Pre-trained model: This option is suitable when you need to import data from external sources, such as your previous customer care/ telephony platform. In the pre-trained model, data is manually shared with Sprinklr, and Sprinklr’s offline model training platform generates the AI model that will be mapped against the Workload.
Select the parameters and associated Reporting Metric in the Parameter And Conditions section. Refer to the Configure Parameters and Condition section below for detailed steps.
Visible to all users: Select this checkbox if you want to share the Workload with all available Users.
User/User Groups: Select the User(s)/User Group(s) with whom you want to share the Workload. This field will be accessible only if the Visible to all users checkbox is not selected.
Click the Save button at the bottom right of the page.
Configure Parameters and Conditions
Follow these steps to configure the parameters and reporting metrics while creating Workloads:
Parameters and Reporting Metrics
Select Parameter: Select the parameter(s) that you want to use for the Workload. The following parameters can be selected:
Inbound Volume
Average Handling Time
Abandonment Rate
Occupancy
Shrinkage
SLA (Upcoming)
Selecting Reporting Metric: Select a Reporting Metric corresponding to the selected Parameter. If available, you can also select Custom Metrics. A parameter must be selected to select Reporting Metric.
Note: The following fields can only be configured if the parameter(s) and corresponding Reporting Metrics have been selected.
Filter: Select the filter from the list to see which agents meet the criteria. You can select from the following filters:
Work Queue ID (A Workload must have at least one selected Queue)
Original Required Skills
User Group.
Type: Select the condition for the filter. Containing checks if the selected filter applies to the agents. Not Containing checks if the selected filter does not apply to the agents.
Value: Based on the selected condition, select the value(s) within the filter that will be checked against the agent(s).
This completes the process of creating a Workload.
Enable/Disable Workloads
Prerequisites for enabling/disabling Workloads:
Sprinklr WFM should be enabled for the environment.
You must have access to Workforce Manager Persona.
Edit permission under the Workload section in the Workforce Management module.
Follow these steps to enable/disable Workloads:
Go to Workforce Manager persona on the Launchpad.
Select Settings from the Left Pane to open the Governance page.
Go to Workloads to open the Workload homepage.
Click the toggle switch in the Name column to enable or disable the Workload.
This completes the process of enabling/disabling a Workload.
Edit Workloads
Prerequisites for editing Workloads:
Sprinklr WFM should be enabled for the environment.
You must have access to Workforce Manager Persona.
Edit permission under the Workload section in the Workforce Management module.
Use Case
Scenario: A sudden product issue leads to an unexpected spike in incoming traffic volume.
Action: The Administrator edits the existing Workload to adjust agent schedules and increase coverage, ensuring that customer concerns are addressed promptly and efficiently.
Follow these steps to edit a Workload:
Go to Workforce Manager persona on the Launchpad.
Select Settings from the Left Pane to open the Governance page.
Go to Workloads to open the Workloads homepage.
Hover over the vertical ellipsis (⋮) icon corresponding to the Workload you want to edit. This will show a list of options.
Select Edit from the list of options to open the Edit Workload page.
Update the necessary details for the selected Workload. The fields are the same as those used when creating a Workload.
After entering the updated details, click the Save button at the bottom right of the page to save the Workload with new details.
This completes the process of editing a Workload.
Clone Workloads
Prerequisites for cloning Workloads:
Sprinklr WFM should be enabled for the environment.
You must have access to Workforce Manager Persona.
Clone permission under the Workload section in the Workforce Management module.
Use Case
Scenario: Last year’s successful Black Friday sale had an effective Workload configuration.
Action: The Administrator clones the previous Workload to replicate the successful strategy for this year’s sale, ensuring the contact center is well-prepared to handle high incoming traffic.
Follow these steps to clone a Workload:
Go to Workforce Manager persona on the Launchpad.
Select Settings from the Left Pane to open the Governance page.
Go to Workloads to open the Workloads homepage.
Hover over the vertical ellipsis (⋮) icon corresponding to the Workload you want to clone. This will show a list of options.
Select Clone from the list of options to open the Clone Workload dialog box.
In the Name field, enter the name by which the cloned Workload will be called.
Click the Save button at the bottom right of the dialog box to create a clone.
This completes the process of cloning a Workload.
Share Workloads
Prerequisites for sharing Workloads:
Sprinklr WFM should be enabled for the environment.
You must have access to Workforce Manager Persona.
Share permission under the Workload section in the Workforce Management module.
Follow these steps to share a Workload:
Go to Workforce Manager persona on the Launchpad.
Select Settings from the Left Pane to open the Governance page.
Go to Workloads to open the Workloads homepage.
Hover over the vertical ellipsis (⋮) icon corresponding to the Workload you want to share. This will show a list of options.
Select Edit from the list of options to open the Edit Workload page.
Scroll down to the Share Settings section, where you can select the User/User Group(s) with whom the Workload has to be shared.
Visible to all users: Select this checkbox if you want to share the Workload with all available Users.
Users/User Groups: Select the User(s)/User Group(s) you want to share the Workload with. This field will be accessible only if the Visible to all users checkbox is not selected.
Click the Save button at the bottom right of the Edit Workload page to save your share settings.
This completes the process of sharing a Workload.
Delete Workloads
Prerequisites for deleting Workloads:
Sprinklr WFM should be enabled for the environment.
You must have access to Workforce Manager Persona.
Delete permission under the Workload section in the Workforce Management module.
Use Case
Scenario: A special campaign has ended, and the associated Workload is no longer needed.
Action: The Administrator deletes the outdated Workload to keep the system organized and focused on current operations, reducing clutter and potential confusion.
Follow these steps to delete a Workload:
Go to Workforce Manager persona on the Launchpad.
Select Settings from the Left Pane to open the Governance page.
Go to Workloads to open the Workloads homepage.
Hover over the vertical ellipsis (⋮) icon corresponding to the Workload you want to delete. This will show a list of options.
Select Delete from the list of options to open the Delete Workload dialog box.
Click the Submit button at the bottom right of the dialog box. This action cannot be undone.
This completes the process of deleting a Workload.
View Audit Logs of Workloads
Prerequisites for viewing audit logs of Workloads:
Sprinklr WFM should be enabled for the environment.
You must have access to the Workforce Manager Persona App.
View permission under the Workload section in the Workforce Management module.
Follow these steps to view the audit log of a Workload:
Go to Workforce Manager persona on the Launchpad.
Select Settings from the Left Pane to open the Governance page.
Go to Workloads to open the Workloads Record Manager.
Hover over the vertical ellipsis (⋮) icon corresponding to the Workload whose audit log you want to be view. 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, displaying all changes made to the Workload, including who made them and when.
This completes the process of viewing the audit log of Workloads.