Manage Work Types in Sprinklr WFM
Updated
Work Types in Sprinklr’s WFM module are combinations of Channels, Queues, and Skills that are used to generate Forecast Scenarios (Run-time Model or Pre-trained Model). They can be configured for various channel types, such as voice calls, live chat, email, and more.
Work Type Categorization
Work Types can be categorized based on their hierarchical structure. The following are the types of Work Types in Sprinklr WFM:
Independent Work Types: Independent Work Types have no associated Child Work Types. To create an Independent Work Types, leave the Parent Work Type field blank, and the Contains Child Work Type toggle must be disabled while creating the Work Type.
Parent Work Types: Parent Work Types have one or more Child Work Types linked to them. To create a Parent Work Type, leave the Parent Work Type field blank, and the Contains Child Work Type toggle must be enabled while creating the Work Type.
Child Work Types: Child Work Types are linked to a Parent Work Type and operate as part of a hierarchical structure. To create a Child Work Type, select a Work Type in the Parent Work Type field while creating the Work Type.
This article outlines the essential steps for managing Work Types, including:
Creating Work Types
Editing Work Types
Cloning Work Types
Deleting Work Types
View the Audit Log of Work Types.
Create Work Types
Prerequisites for creating Work Types:
Sprinklr WFM should be enabled for the environment.
You must have access to Workforce Manager Persona App.
Create permission under the Work Type section in the Workforce Management module.
Existing Staffing Preset, Business Hours, and User/User Group configuration.
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 Work Type 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 Work Type:
Go to the Workforce Manager Persona App on the Launchpad.
Select Settings from the Left Pane to open the Governance page.
Go to Work Types to open the Work Types homepage.
Click the +Create Work Type button at the top-right of the page to open the Create Work Type page.
Fill in the required fields on the Create Work Type page. Fields marked with a red dot are mandatory. Below are the descriptions of the fields on this page:
Work Type Name: Enter the name of the Work Type. (Required)
Work Type Code: This field will automatically generate a unique alphanumeric code for the Work Type, such as WORKTYPE-68, for easy identification. However, you can also enter your own unique code if needed. (Required)
Description: Enter a brief description of the Work Type.
Forecast Model: Select the type of Forecast Scenario, Runtime or Pre-trained, this Work Type will be used for. (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 Work Type.
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 Work Type.
Work Type Category: Select the Work Type's category. Available options are Independent, Parent, and Child. (Required)
Parent Work Type: Select the appropriate Parent Work Type if this Work Type is intended to be a Child Work Type. Only one parent Work Type will be available for selection. (Required)
Note: The Parent Work Type field will appear only when Child is selected in the Work Type Category field.User/User Groups: Select the Users and/or User Groups who are part of the Work Type. (Required)
Note: This field is visible only if Child or Independent is selected in the Work Type Category field.Channel: Select the channel type for which the Work Type. (Required)
Note: When creating a Child Work Type, the Channel field is automatically set to match the Parent Work Type and cannot be changed.Preset: Select a Staffing Preset that will be used for the Work Type. (Required)
Business Hours: Select the suitable working hours for the Work Type. You can only choose from pre-configured Business Hours. (Required)
Tag: Select tag(s) that can be used for filtering.
Click Next to open the Data Source page.
Select the parameters and associated Reporting Metric on the Data Sources page. Refer to the Configure Data Sources for Work Type section below for detailed steps.
Note: When creating a Child Work Type, the Data Sources section is automatically populated with the Parent Work Type's Data Sources details. These details can be changed.Click Next to open the Share Settings page.
Fill in the required fields on the Share Settings page. Fields marked with a red dot are mandatory. Below are the descriptions of the fields on this page:
Visible to all users: Select this checkbox if you want to share the Work Type with all available Users.
Workspaces: Select the Workspace(s) with whom you want to share the Work Type. This field will be accessible only if the Visible to all users checkbox is not selected.
User/User Groups: Select the User(s)/User Group(s) with whom you want to share the Work Type. 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 Data Sources for Work Types
You can configure the Contact Volume and Average Handling Time (AHT) parameters in the Data Sources section. This is the historic data that will be considered for Forecast Scenario generation. For each parameter, you can configure up to two Reporting Metrics, and for each Reporting Metric, you can select multiple filters.
By default, the Contact Volume section is expanded. To view the Average Handling Time (AHT) section, enable the Average Handling Time switch.
Configuring Standard Sprinklr Reporting Metrics
The process to configure standard Sprinklr Reporting Metrics is the same for both Contact Volume and Average Handle Time. Follow the steps mentioned below to define the Work Type's data:
Source Type: Select Sprinklr Reporting. (Required)
Reporting Metric: Choose the metric whose data you want to consider for the Work Type.
The table below lists the available standard Reporting Metrics for Contact Volume and Average Handle Time.
Contact Volume | Average Handling Time (AHT) |
Work Queue Assignment Count | Average Handle Time (Voice) (Per Assignment) |
User Assignment Count | Avg. Handling Time (Per Assignment) |
Total Calls (Per Assignment) | WFM AHT Value |
Total Calls (Customer PoV) | - |
Total Offers to Agents | - |
WFM Volume Value | - |
Once the required Reporting Metric is selected, you must configure the corresponding filter (multiple filters can be selected per Reporting Metric). Select the filter from the list from the list to apply to the parametric dataset for real-time model training. You can select from the following filters:
Work Queue ID (A Work Type must have at least one selected Queue)
Skills
Channel
Direction (Inbound and/or Outbound)
Then select the condition for the filter. Containing checks if the selected filter applies to the dataset. Not Containing checks if the selected filter does not apply to the dataset.
Configuring Reporting Metrics Using Custom Entity
The process to configure Work Types using Custom Entity is the same for both Contact Volume and Average Handle Time. Follow the steps mentioned below to define the Work Type's data:
Source Type: Select Custom Entity. (Required)
Custom Entity: Select the created Custom Entity. Refer to this article for detailed steps on creating Custom Entities for Workforce Management. (Required)
Date Field: Select the field in the chosen Custom Entity that provides the timestamp for run-time training. Only fields with the type set to Date or Datetime are available in the list. (Required)
Reporting Metric: Select the Reporting Metric. Only fields with the type set to Number are available in the list.
Once the required Reporting Metric is selected, you must configure the corresponding filter (multiple filters can be selected per Reporting Metric). Select the filter from the list from the list to apply to the parametric dataset for run-time model training. The available filter options will depend on mapped fields.
This completes the process of creating a Work Type.
Enable/Disable Work Types
Prerequisites for enabling/disabling Work Types:
Sprinklr WFM should be enabled for the environment.
You must have access to Workforce Manager Persona.
Edit permission under the Work Type section in the Workforce Management module.
Follow these steps to enable/disable Work Types:
Go to Workforce Manager persona on the Launchpad.
Select Settings from the Left Pane to open the Governance page.
Go to Work Types to open the Work Type homepage.
Click the toggle switch in the Name column to enable or disable the Work Type.
This completes the process of enabling/disabling a Work Type.
Edit Work Types
Prerequisites for editing Work Types:
Sprinklr WFM should be enabled for the environment.
You must have access to Workforce Manager Persona.
Edit permission under the Work Type 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 Work Type to adjust agent schedules and increase coverage, ensuring that customer concerns are addressed promptly and efficiently.
Follow these steps to edit a Work Type:
Go to Workforce Manager persona on the Launchpad.
Select Settings from the Left Pane to open the Governance page.
Go to Work Types to open the Work Types homepage.
Hover over the vertical ellipsis (⋮) icon corresponding to the Work Type you want to edit. This will show a list of options.
Select Edit from the list of options to open the Edit Work Type page.
Update the necessary details for the selected Work Type. The fields are the same as those used when creating a Work Type.
After entering the updated details, click the Save button at the bottom right of the page to save the Work Type with new details.
This completes the process of editing a Work Type.
Clone Work Types
Prerequisites for cloning Work Types:
Sprinklr WFM should be enabled for the environment.
You must have access to Workforce Manager Persona.
Clone permission under the Work Type section in the Workforce Management module.
Use Case
Scenario: Last year’s successful Black Friday sale had an effective Work Type configuration.
Action: The Administrator clones the previous Work Type 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 Work Type:
Go to the Workforce Manager Persona App on the Launchpad.
Select Settings from the Left Pane to open the Governance page.
Go to Work Types to open the Work Types homepage.
Hover over the vertical ellipsis (⋮) icon corresponding to the Work Type you want to clone. This will show a list of options.
Select Clone from the list of options to open the Work Type creation page with all details from the original Work Type prefilled.
The name of the cloned Work Type will default to "Clone of Original_Work Type_Name", which you can modify as needed. A new Code or Work Type ID will be automatically assigned to the cloned Work Type.
Click the Create button after configuring the cloned Work Type.
This completes the process of cloning a Work Type.
Share Work Types
Prerequisites for sharing Work Types:
Sprinklr WFM should be enabled for the environment.
You must have access to Workforce Manager Persona.
Share permission under the Work Type section in the Workforce Management module.
Follow these steps to share a Work Type:
Go to Workforce Manager persona on the Launchpad.
Select Settings from the Left Pane to open the Governance page.
Go to Work Types to open the Work Types homepage.
Hover over the vertical ellipsis (⋮) icon corresponding to the Work Type you want to share. This will show a list of options.
Select Edit from the list of options to open the Edit Work Type page.
Scroll down to the Share Settings section, where you can select the User/User Group(s) with whom the Work Type has to be shared.
Visible to all users: Select this checkbox if you want to share the Work Type with all available Users.
Users/User Groups: Select the User(s)/User Group(s) you want to share the Work Type 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 Work Type page to save your share settings.
This completes the process of sharing a Work Type.
Export Work Types
Follow these steps to export Work Types:
Go to the Workforce Manager Persona App on the Launchpad.
Select Settings from the Left Pane to open the Governance page.
Go to Work Types to open the Work Types homepage.
Click the Export button at the top right of the page to open the Export Work Types dialog box.
Enter the name of the export file in the File Name field. The format of the export file will be Excel (.xlsx).
Click the Submit button to create your export request.
You will receive a toast notification confirming your export request. Once the request is completed, you will receive a system notification and an email at your Sprinklr email address with a link to download the export file.
This completes the process of exporting Work Types.
Delete Work Types
Prerequisites for deleting Work Types:
Sprinklr WFM should be enabled for the environment.
You must have access to Workforce Manager Persona.
Delete permission under the Work Type section in the Workforce Management module.
Use Case
Scenario: A special campaign has ended, and the associated Work Type is no longer needed.
Action: The Administrator deletes the outdated Work Type to keep the system organized and focused on current operations, reducing clutter and potential confusion.
Follow these steps to delete a Work Type:
Go to Workforce Manager persona on the Launchpad.
Select Settings from the Left Pane to open the Governance page.
Go to Work Types to open the Work Types homepage.
Hover over the vertical ellipsis (⋮) icon corresponding to the Work Type you want to delete. This will show a list of options.
Select Delete from the list of options to open the Delete Work Type dialog box.
Click the Submit button at the bottom right of the dialog box. This action cannot be undone.
Note: If Pre-trained type Work Types are deleted, the associated custom AI model will also be permanently deleted and cannot be undone.
This completes the process of deleting a Work Type.
View Audit Logs of Work Types
Prerequisites for viewing audit logs of Work Types:
Sprinklr WFM should be enabled for the environment.
You must have access to the Workforce Manager Persona App.
View permission under the Work Type section in the Workforce Management module.
Follow these steps to view the audit log of a Work Type:
Go to Workforce Manager persona on the Launchpad.
Select Settings from the Left Pane to open the Governance page.
Go to Work Types to open the Work Types Record Manager.
Hover over the vertical ellipsis (⋮) icon corresponding to the Work Type 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 Work Type, including who made them and when.
This completes the process of viewing the audit log of Work Types.