Split Presets are reusable configurations that define how volume from a Parent Work Type is distributed across its Child Work Types. They enable Workforce Managers to define the distribution logic once and apply it consistently across multiple Forecast Scenarios, instead of configuring the same Split configuration for each scenario. By reusing Split Presets, you can reduce repetitive configuration, maintain consistent volume distribution, and manage forecasting more efficiently, especially when working with multiple Child Work Types and recurring Forecast Scenarios.

This section outlines the essential steps for managing Split Presets, including:

• Create Split Presets.

• Edit Split Presets.

• Clone Split Presets.

• Share Split Presets.

• Delete Split Presets.

Navigate to Split Presets Record Manager

Follow these steps to navigate to the Split Presets Record Manager:

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1. Go to the Workforce Manager Persona App on the Launchpad.

   

2. Select Settings from the Left Pane to open the Governance page.

3. Select Split Presets to open the Split Presets Record Manager.

The Split Presets Record Manager displays details of existing Split Presets, organized into the following columns:

Create Manual Split Presets

Prerequisites for manually creating Split Presets:

• Sprinklr Workforce Management must be enabled for the environment.

• You must have access to the Workforce Manager Persona App.

• Create and View permissions under the Split Profile Preset section in the Workforce Management module.

Follow these steps to manually create Split Presets:

1. Navigate to the Split Presets Record Manager.

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2. Click the Create Split Preset button at the top right to open the creation form.

3. Fill in the required fields on the Overview page. Fields marked with a red star are mandatory. Below are the descriptions of the fields on this page:

   Overview

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   1. Preset Name: Enter the name of the Split Preset. (Required)

   2. Description: Briefly describe the Split Preset.

4. Click the Next button at the bottom right to open the Configuration page.

5. Fill in the required fields on the Configuration page. Fields marked with a red star are mandatory. Below are the descriptions of the fields on this page:

   Configuration

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   1. Parent Work Type: Select the Work Type for which the Split Preset applies. Only Parent Work Types are available for selection. (Required)

   2. Source: Select Manual. (Required)

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   3. Child Work Type: Select a Child Work Type. (Required)

      Note: Only the Child Work Type(s) of the Parent Work Type used to create the Forecast Scenario will be available for selection.

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   4. Select Business Hours: The system will automatically populate the Business Hours preset used to create the Child Work Type. This field cannot be modified.

   5. Split Percentages: Enter the volume percentage for that interval. You can customize the color by clicking on the Color Picker. Click the Add Value button to add more volume percentages. (Required)

      Note: The volume percentage must be between 0 and 100%.

   6. Split: Plot the volume percentages on the canvas. Refer to the Plot Split Percentages section for more details on plotting volume percentages on the canvas.​

6. Click the +Work Type button to add more Child Work Types (if configured) to the Split Preset.

7. Click Next to open the Share Settings page.

8. Fill in the required fields on the Share Settings page. Fields marked with a red star are mandatory. Below are the descriptions of the fields on this page:

   Share Settings

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   1. Visible in all workspaces: Select this checkbox if you want the Split Preset to be visible to all users in all available Workspaces.

   2. Workspaces: Select the Workspace(s) in which you want the Split Preset to be visible. This field is accessible only if the Visible in all workspaces checkbox is not selected.

   3. User/User Groups: Select the User(s)/User Group(s) you want to share the Split Preset with. This field is accessible only if the Visible in all workspaces checkbox is not selected.

9. Click the Create button at the bottom right to save the details and create the Split Preset.

Plot Split Percentages

The start and end times of the canvas are determined by the selected Business Hours. Each row on the canvas represents a weekday, while the columns represent time intervals throughout the day. Each hour is divided into segments of 15, 30, or 60 minutes, depending on your environment's configuration.

Click on the corresponding cells to assign or unassign the volume percentage for that cell. To assign or unassign volume percentage for multiple cells, click and drag the cursor across the desired cells. If multiple volume percentages have been created, a sub-menu will appear during assignment, allowing you to select which volume percentages should be assigned to the selected cell(s). Plotting volume percentages on the canvas follows the same design illustrated in Plot Hourly Time Off Slots section.

Volume Distrubution

Scenario 1: Parent Forecast Scenario consists of only 1 Parent Work Type

If the Parent Forecast Scenario consists of a single Parent Work Type, the Parent Work Type volume at the interval level is distributed across the corresponding Child Forecast Scenarios based on the volume percentage allocations defined for each interval.

Example: If an interval contains 1,000 calls and the percentage distribution for four Contact Center Work Types is set as 10%, 15%, 25%, and 50%, the volume will be split accordingly: 100 calls, 150 calls, 250 calls, and 500 calls, respectively.

Scenario 2: Parent Forecast Scenario consists of mulitple Parent Work Types

When a Parent Forecast Scenario includes multiple Parent Work Types, the total volume at each interval is first aggregated across all Parent Work Types. This combined volume is then distributed to the corresponding Child Forecast Scenarios based on the predefined percentage allocations for each interval.

Example: Suppose an interval includes 1,000 calls for Parent Work Type 1 and 800 calls for Parent Work Type 2, resulting in a total volume of 1,800 calls. If the volume allocation percentages for four Child Work Types are defined as 10%, 15%, 25%, and 50%, the distributed volumes would be:

• Child Work Type 1: 180 calls (10% of 1,800).

• Child Work Type 2: 270 calls (15% of 1,800).

• Child Work Type 3: 450 calls (25% of 1,800).

• Child Work Type 4: 900 calls (50% of 1,800).

Required FTEs Calculation

If Unitary Method is selected as the Staffing Algorithm field while creating the Child Work Type, the required FTEs are calculated using the distributed volume (as described above), while Average Handling Time (AHT) from the Staffing Preset of the Child Work Type, concurrency, and granularity.

If the Erlang C is selected, the required FTEs are calculated using the distributed volume (as described above), while Average Handling Time (AHT) and Minimum Service Level are fetched from the Staffing Preset of the Child Work Type.

This completes the process of creating Split Preset with the specified configurations. After you create the Split Preset, it is enabled by default for creating Split Forecast Scenarios.

Import Split Presets

Prerequisites for importing Split Presets:

• Sprinklr Workforce Management must be enabled for the environment.

• You must have access to the Workforce Manager Persona App.

• Create and View permissions under the Split Profile Preset section in the Workforce Management module.

Follow these steps to import Split Presets:

1. Navigate to the Split Presets Record Manager.

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2. Click the Create Split Preset button at the top right to open the creation form.

3. Fill in the required fields on the Overview page. Fields marked with a red star are mandatory. Below are the descriptions of the fields on this page:

   Overview

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   1. Preset Name: Enter the name of the Split Preset. (Required)

   2. Description: Briefly describe the Split Preset.

4. Click the Next button at the bottom right to open the Configuration page.

5. Fill in the required fields on the Configuration page. Fields marked with a red star are mandatory. Below are the descriptions of the fields on this page:

   Configuration

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   1. Parent Work Type: Select the Work Type for which the Split Preset applies. Only Parent Work Types are available for selection. (Required)

   2. Source: Select Import. (Required)

   3. Imported Data: Upload the file with details of the Split Preset. Refer to the Important Considerations for Importing Split Preset section below for details on the headers of the data import template. (Required)

      Review and Complete Split Profile

      This section allows you to assign volume distribution settings to each Child Work Type. Use the following field descriptions:

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   4. Child Work Type: Displays the available Child Work Types for which you can configure volume distribution. This field cannot be modified.

   5. Business Hours: The system will automatically populate the Business Hours preset used to create the Child Work Type. This field cannot be modified.

   6. Volume Distribution: Select the volume distribution to be assigned, as configured in the import file, to the selected Child Work Type across the applicable intervals and week days. (Required)

   7. Volume Distribution by Interval: Displays the combined volume distribution for all available Child Work Types across each interval and day of the week. This section cannot be modified.

      Note: The combined volume percentage for each interval must total 100%. When multiple Child Work Types are configured, the sum of the volume percentages for each interval across all Child Work Types must equal 100%.

6. Click Next to open the Share Settings page.

7. Fill in the required fields on the Share Settings page. Fields marked with a red star are mandatory. Below are the descriptions of the fields on this page:

   Share Settings

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   1. Visible in all workspaces: Select this checkbox if you want the Split Preset to be visible to all users in all available Workspaces.

   2. Workspaces: Select the Workspace(s) in which you want the Split Preset to be visible. This field is accessible only if the Visible in all workspaces checkbox is not selected.

   3. User/User Groups: Select the User(s)/User Group(s) you want to share the Split Preset with. This field is accessible only if the Visible in all workspaces checkbox is not selected.

8. Click the Create button to save the details and import Split Preset.

Important Considerations for Importing Split Preset

• CSV, XLS, and XLSX are the approved file formats.

• Ensure no duplicate values are present for the same "interval" column.

• Create a separate worksheet for each Child Work Type that you want to configure in the Split Preset. Each worksheet must contain the volume distribution values for the corresponding Child Work Type.

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

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Enable/Disable Split Presets

Enable or disable a Split Preset to control whether it is available for use when creating Split Forecast Scenarios. Enable a preset when you want to apply its predefined volume distribution logic to Forecast Scenarios. Disable a preset when you want to retain the configuration for future use but prevent it from being selected for new Split Forecast Scenarios.

Prerequisites to enable or disable Split Presets:

• Sprinklr Workforce Management must be enabled for the environment.

• You must have access to the Workforce Manager Persona App.

• Create and View permissions under the Split Profile Preset section in the Workforce Management module.

Follow these steps to enable or disable Split Presets:

1. Navigate to the Split Presets Record Manager.

   

2. Click the toggle switch in the Preset Names column to enable or disable the Split Preset.

This completes the process of enabling or disabling Split Presets.

Edit Split Preset

Prerequisites for editing Split Presets:

• Sprinklr Workforce Management must be enabled for the environment.

• You must have access to the Workforce Manager Persona App.

• Edit and View permissions under the Split Profile Preset section in the Workforce Management module.

Follow these steps to edit a Split Preset:

1. Navigate to the Split Presets record manager.

   

2. Click the vertical ellipsis (⋮) icon corresponding to the Split Preset you want to edit. This will show a list of options.

3. Select Edit from the list of options.

4. Update the necessary details for the selected Split Preset. The fields are the same as those used when creating a Split Preset.

5. After entering the updated details, click the Save button to save the Split Preset with new details.

This completes the process of editing Split Presets.

Clone Split Preset

Prerequisites for cloning Split Presets:

• Sprinklr Workforce Management must be enabled for the environment.

• You must have access to the Workforce Manager Persona App.

• Clone and View permissions under the Split Profile Preset section in the Workforce Management module.

Follow these steps to clone a Split Preset:

1. Navigate to the Split Presets record manager.

   

2. Click the vertical ellipsis (⋮) icon corresponding to the Split Preset you want to clone. This will show a list of options.

3. Select Clone from the list of options to open a new Split Preset configuration page with all details pre-loaded from the original Split Preset. By default, the name of the cloned Split Preset will be “Clone of <Name of original Preset>”.

4. Update the necessary details for the selected Split Preset. The fields are the same as those used when creating a Split Preset.

5. After entering the updated details, click the Create button to create the cloned Split Preset.

This completes the process of cloning Split Presets.

Share Split Preset

Prerequisites for sharing Split Presets:

• Sprinklr Workforce Management must be enabled for the environment.

• You must have access to the Workforce Manager Persona App.

• Share and View permissions under the Split Profile Preset section in the Workforce Management module.

Follow these steps to share a Split Preset:

1. Navigate to the Split Presets record manager.

   

2. Click the vertical ellipsis (⋮) icon corresponding to the Split Preset you want to share. This will show a list of options.

3. Select Share from the list of options to open the Share With dialog box.

   

4. Fill in the required fields in the Share With dialog box. Below are the descriptions of the fields on this dialog box:

   1. Visible in all workspaces: Select this checkbox if you want the Split Preset to be visible to all users in all available Workspaces.

   2. Workspaces: Select the Workspace(s) in which you want the Split Preset to be visible. This field is accessible only if the Visible in all workspaces checkbox is not selected.

   3. User/User Groups: Select the User(s)/User Group(s) you want to share the Split Preset with. This field is accessible only if the Visible in all workspaces checkbox is not selected.

5. Click the Share button in the dialog box. This will share the Split Preset with the selected Workspace(s) and User(s)/User Group(s).

This completes the process of sharing Split Presets.

Delete Split Preset

Prerequisites for deleting Split Presets:

• Sprinklr Workforce Management must be enabled for the environment.

• You must have access to the Workforce Manager Persona App.

• Delete and View permissions under the Split Profile Preset section in the Workforce Management module.

Follow these steps to delete a Split Preset:

1. Navigate to the Split Presets record manager.

   

2. Click the vertical ellipsis (⋮) icon corresponding to the Split Preset you want to delete. This will show a list of options.

   

3. Select Delete from the list of options to open the Delete Split Preset confirmation box.

4. Select Confirm to delete the Split Preset. This action cannot be undone.

This completes the process of deleting a Split Preset.