Custom Fields are flexible, user-defined properties available across various features in the Sprinklr Platform. They allow organizations to tag and categorize entities based on specific attributes, making it easier to filter, manage, and analyze data.

You can create Custom Fields with source values such as Shift, Workload, and Shift Pattern. These fields can be used to tag agents with relevant attributes, enabling more efficient planning and filtering.

Use Cases

• Supervisors' Perspective: As a Supervisor, I want to create a Custom Field that pulls available Shifts from the system so I can tag agents based on their assigned Shift.

  This helps ensure that Shift assignments are clearly tracked and easily accessible for reporting or scheduling adjustments.

• Workforce Manager's Perspective: As a Workforce Manager, I want to filter agents using a Custom Field based on their Workload, allowing quick team-wise planning.

  This enables managers to group agents by Workload intensity and optimize resource allocation across teams.

Prerequisites for creating Custom Fields with WFM entities as source:

• Workforce Management should be enabled for the environment.

• View, Create, and Edit Field Type permissions under the Custom Field section of the Setup module.

• Existing Workloads, Shifts, or Shift Patterns, as required for the Custom Field.

Follow these steps to create Custom Fields with WFM entities as source:

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1. Navigate to Custom Fields on the Launchpad.

2. Click the Create Custom Field button at the top right of the page to open the Create Custom Field page.

3. Fill in the required fields on the Create Custom Field page. Fields marked with a red dot are mandatory. Below are the descriptions of all the fields on this page:

   Note: Fields not listed below can be configured based on your specific requirements. Click here for more details on creating Custom Fields.

   Basic Information

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   1. Field Type: Select Single Select List or Multi Select List, as required. (Required)

   2. Name: Enter the name of the Custom Field. (Required)

   3. Description: Briefly describe the Custom Field for easy identification.

   4. Asset Type: Select Users. (Required)

      Set Values

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   5. Type: Select System. (Required)

   6. Source: Select the WFM entity you want to use as a source for the Custom Field. The WFM-specific entities are Workload, Shifts, and Shift Patterns. Only one option can be selected. (Required)

   7. Values: Based on the selection in the Source field, this field will display the corresponding entities. For example, if Workload is selected as the source, all available Workloads in your environment will be listed. You can select multiple options by clicking the Add Value (+) button. (Required)

   8. Default Value: Choose the default value for the Custom Field from the options selected in the Values field.

   9. Sort Order: Choose how the selected values will be sorted while applying the Custom Field. (Required)

      The available options are As Displayed, Sorted (A-Z), and Sorted (Z-A).

      1. As Displayed: This will sort the items as selected in the Values field.

      2. Sorted (A-Z): Displays items in ascending alphabetical order, starting from A to Z.

      3. Sorted (Z-A): Displays items in ascending alphabetical order, starting from Z to A.

4. Click the Save button to create the Custom Field with the configured details.

This completes the process of creating Custom Fields with the specified WFM entities as source.