Manage Work Types in Sprinklr WFM
Updated
Work Types (formerly Workloads) help you organize and forecast the different kinds of work your teams handle in Workforce Management. Each Work Type represents a specific combination of Channel, Queues, and Skills that feeds into staffing and forecasting models.
This article outlines the essential steps for managing Work Types, including:
Work Type Categorization
Creating Work Types
Editing Work Types
Cloning Work Types
Deleting Work Types
View the Audit Log of Work Types.
Work Type Categorization
Work Types can be categorized based on their hierarchical structure. A well‑designed Work Type structure ensures reliable forecasts, clearer reporting, and more effective workforce planning across your organization.
The following are the types of Work Types in Sprinklr WFM:
Independent Work Types: An Independent Work Type stands alone. It does not belong to a hierarchy and has no associated child Work Types. Use an Independent Work Type when the work is unique, does not share volume patterns with other work, or requires its own forecasting inputs.
Example: A short‑term promotional campaign handled only by a dedicated team.
Parent Work Types: A Parent Work Type represents a top‑level category of work. It defines the channel and forecasting configuration that its Child Work Types inherit. Use a Parent Work Type when several types of work share the same channel or forecasting behavior and should roll up into a combined view.
Example: Voice Support as the parent category for all voice‑based customer calls.
Child Work Types: A Child Work Type represents a specific subset of work within a broader category defined by its Parent Work Type. Child Work Types inherit the parent’s channel and data‑source settings, but they can have their own Queues, Skills, and assigned Users.
Example: Under “Voice Support,” you might define children such as “Billing Calls,” “Warranty Calls,” or “Order Status Calls.”
Real‑World Example: Parent and Child Work Types in Action
Business Scenario
An e‑commerce company provides customer support through voice calls. All calls arrive through the same telephony system and follow similar arrival patterns throughout the day. However, customers call for different reasons, such as billing questions, order tracking, or warranty requests.
The Workforce Management team wants a single, reliable forecast for all voice calls, while still maintaining operational visibility and skill‑based staffing for each call reason. To achieve this, they configure a Parent Work Type with multiple Child Work Types.
Parent Work Type: Voice Support
The Parent Work Type, named Voice Support, represents the overall voice channel. It defines the shared forecasting behaviour for all related work and acts as the roll‑up point for reporting and capacity planning.
This Work Type is configured with the Voice channel, uses telephony call data as its source, and applies a single forecasting model at fifteen‑minute intervals.
The Parent Work Type itself does not have queues or agents assigned. Its purpose is structural rather than operational, ensuring that all voice work is forecast consistently and viewed as a single demand stream at a high level.
Child Work Types Under Voice Support
Each Child Work Type represents a specific call reason. All children inherit the channel and forecasting logic from the Voice Support parent, but each defines its own Queues, Skills, and agents.
Billing Calls covers invoice questions, payment failures, and refund enquiries. It is mapped to billing‑related IVR queues and requires agents with billing and payment skills.
Order Status Calls includes delivery tracking, shipment delays, and order confirmation issues. This Child Work Type uses order‑status queues and agents trained in order management.
Warranty and Returns Calls handles post‑purchase issues such as warranty claims, replacements, and returns. It is linked to warranty and returns queues and staffed by post‑purchase support agents.
Although these Child Work Types differ operationally, they remain part of the same forecasting hierarchy.
How Forecasting Works in Practice
Historical call data is analysed at the Parent Work Type level. The system learns overall voice arrival patterns and then distributes forecasted volume across the Child Work Types based on historical proportions.
This approach prevents competing or fragmented forecasts for closely related work streams and produces more stable staffing recommendations.
Operational and Reporting Benefits
Workforce Managers assign agents against Child Work Types, ensuring correct skill coverage. Workforce Managers view total voice demand at the Parent level and drill down into individual call reasons when needed.
Leadership teams benefit from a clear, consolidated view of voice demand, while operations teams retain the detail required for day‑to‑day management.
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
In the Data Sources section, you select the historical Contact Volume and Average Handling Time (AHT) data that Sprinklr uses to generate forecasts. For each data type, you can choose up to two Reporting Metrics, which define the specific historical measures included in the forecast. After selecting a Reporting Metric, you can apply filters to refine the data so that only relevant historical interactions are considered.
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 | - |
After selecting a Reporting Metric, choose the filters that tell Sprinklr which historical interactions should be included in the forecast. Filters such as Queue, Skill, Channel, and Direction help narrow the data to only the interactions that are relevant to that Work Type. 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.
After selecting a Reporting Metric, choose the filters that tell Sprinklr which historical interactions should be included in the forecast. Filters help narrow the data to only the interactions that are relevant to that Work Type. The available filter options will depend on mapped fields.
This completes the process of creating a Work Type. By default, the Work Type is disabled, so you must activate it before it can be used to generate Forecast Scenarios. Work Types remain disabled after creation to allow Workforce Managers to review the configuration, coordinate rollout, and maintain proper governance before the Work Type begins influencing forecastes.
Enable/Disable Work Types
After you create a Work Type, it is disabled by default. You must activate it before it can be used to generate Forecast Scenarios or other Workforce Management entities.
Keeping Work Types disabled at creation allows Workforce Managers to review the configuration, coordinate the rollout, and ensure proper governance before the Work Type begins influencing forecasts and staffing decisions.
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.