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WFAI_FC_TASK - Define Tasks

WFAI_FC_TASK - Define Tasks

CL_GUI_FRONTEND_SERVICES - Frontend Services   General Material Data  
This documentation is copyright by SAP AG.
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Tasks represent detailed activities defining work that needs to be completed. The system forecasts and schedules tasks based on the task type. Configuration settings can be different between the different types. Use this activity to define tasks.

Type Definition Example
Flowed Task Tasks that have a direct relationship with business activity. Flowed tasks must be completed as business activity occurs. Floor Sales, Cashier
Variable Filler Task Tasks driven by a volume, but not time dependent on specific business activity. Maintenance, Restocking
Fixed Filler Task Tasks that require a set amount of time regardless of other activity. These tasks are commonly performed at a defined time of day, typically during off peak times. Administrative Work
Mandatory Task Tasks that have a fixed amount of time applied to the schedule. Security
Queued Task Tasks associated with activities that have a demand from a particular source that can be forecasted. Typically not used in the retail environment Call Center Agent
Response Rate Task Tasks associated with channels that require a response in a specified period of time - though not as immediate as for queued tasks. Typically not used in the retail environment. Support Desk

Entering Times

When entering the Start Time and End Time, either enter the times directly into the field or choose input help to scroll to the times in the Choose Time dialog box. In the Choose Time dialog box, choose the clock icon to switch your entries between 12-hour format (using amand pm) and 24-hour format. The system displays times only in 24-hour format. You must enter times in multiples of 15 minutes. You enter midnight as 00:00 not 24:00.

Relative Time

Offsets are based on a relative time rather than a specific time. They allow you to set a start or end time based on the specified open or close times. The offset definition consists of:

  • Time on which the relative offset is based:
  • 0 -- no offset

  • Open-- an offset relative to the location opening time

  • Close-- an offset relative to the location closing time

  • Direction to apply the offset:
  • + (plus) -- after the time event

  • - (minus) -- before the time event

  • Actual number of minutes to offset

When setting offsets within Task definitions, you add the sign to define whether the offset should be before or after the indicated time; + (after) or - (before) when entering the Offset Minutes. For example, you enter Open +30 to indicate a task start time 30 minutes after the Start Time.

Adding Workloads

You can add workloads to the tasks in order to establish required levels of work.

  1. In the Available Workloads list, scroll to and choose the workload.
  2. Click Assignand you see the workload in the Assigned Workloads list.
Repeat these steps as required. Remove workloads from the Assignedlist choosing it and clicking Unassign.
  1. Add the Distribution Percentage (the amount of the workload to be assigned to the task). The allowable values are from 0 to 100 with two decimal positions.

Time Standards

You can choose the time standard to use for tasks:

  • Apply Daily Standard; then enter the task standard times for the appropriate day or days of the week.
  • Spread Standard Across Days; then change the task standard if different from the displayed default task standard.
  • Indicator Standard; then choose the volume indicator from input help.
  • Step Volume, then:
  1. Choose the step volume volume indicator from input help.
  2. Optionally choose the Offset Task type; then enter the offset time in 15-minute intervals.
  3. Enter the Default Standard (in minutes).
  4. Click the Add Row icon to add the Standard per Volume Range details. You can add additional ranges for the step volume volume indicator.
  5. Optionally enter the Standard at Max Value.

Tasks associated with channels that require a response in a specified period of time - though not as immediate as for queued tasks. Typically not used in the retail environment.
  1. Choose New Entries to define a new task definition profile, or select an existing profile to maintain its values.
  2. For a new entries, enter the External Key.
  3. Enter the short description the system uses for display purposes.
  4. Optionally, enter a long description.
  5. Enter the validity start and end dates. Use the end date 12/31/9999 for an open-ended validity range.
  6. Choose the Task Type from input help. The task type determines the remainder of your configuration entries.

Flowed Tasks

  1. Click the Workload tab to assign workloads to the task. See Adding Workloads for more information.
  2. Click the Task Hours tab to choose how the system is to define the task hours.
  • Reference Primary Work Area Hours; then at Using Workload choose the primary work area from input help.

  • Reference Location Operating Hours

  • Manually Enter Task Hours, then:

  1. Select the flag for the day.
  2. For the day, enter the Start Time, End Time and any applicable offset information. See Entering Times and Relative Timefor more information.
  • Click the Volumetab to choose the volume indicator associated with the task:
    1. Choose the volume indicator from input help.
    2. Optionally, choose the Offset Task Type; then enter the offset time in 15 minute intervals.
    3. Enter the distribution pattern.
  • Click the Time Standard tab to choose the time standard to use for this task. See Time Standard for more information.
  • Click the Settingstab to enter additional settings for the task.
    1. Select the Import Task Workload Forecast indicator if you want the system to retrieve rather than generate the workload forecast.
    2. Optionally enter the Max People (the maximum number of employees) to limit the number of employees the system can schedule for the task at any given time.
    3. Optionally enter the Mix Percentage(the percentage of time to be allocated to the task) as a value from 0 to 100 with two decimal places.
  • Save your entries.

    • Variable Filler Tasks

    1. Click the Workload tab to assign workloads to the task. See Adding Workloads for more information.
    2. Click the Task Hours tab to choose how the system is to define the task hours.
    • Reference Primary Work Area Hours; then at Using Workload choose the primary work area from input help.

    • Reference Location Operating Hours

    • Manually Enter Task Hours, then:

    1. Select the indicator for the day.
    2. For the day, enter the Start Time, End Time and any applicable offset information. See Entering Times and Relative Timefor more information.
  • Click the Volumetab to choose the volume indicator associated with the task:
    1. Choose the volume indicator from input help.
    2. Optionally, choose the Offset Task Type; then enter the offset time in 15-minute intervals.
  • Click the Time Standard tab to choose the time standard to use for this task. See Time Standard for more information.
  • Click the Settingstab to enter additional settings for the task.
    1. Select the Import Task Workload Forecast flag if you want the system to retrieve rather than generate the workload forecast.
    2. Select the Allocate All Filler flag if you want the system to attempt to prepare a workload using all filler tasks in order to make them available during schedule processing. It is possible that not all filler task work can be allocated when, for example, no employees are assigned to the work area or no employees are unavailable for that specific time period.
    3. Optionally enter the Mix Percentage(the percentage of time to be allocated to the task) as a value from 0 to 100 with two decimal places.
    4. Optionally enter the Min Hrs in Task(the fewest hours) and Max Hrs in Task (the most hours) that employees can spend on the task; entered in 15-minute increments using a decimal format (where 2 hours and 45 minutes is entered as 2.75).
    5. Optionally enter the Max People (the maximum number of employees) to limit the number of employees the system can schedule for the task at any given time.
  • Save your entries.

    • Fixed Filler Tasks

    1. Click the Workload tab to assign workloads to the task. See Adding Workloads for more information.
    2. Click the Task Hours tab to choose how the system is to define the task hours.
    • Reference Primary Work Area Hours; then at Using Workload choose the primary work area from input help.

    • Reference Location Operating Hours

    • Manually Enter Task Hours, then:

    1. Select the flag for the day.
    2. For the day, enter the Start Time, End Time and any applicable offset information. See Entering Times and Relative Timefor more information.
  • Click the Fixed Hours tab and choose how fixed hours are to be set for this task.
    • Daily Hours in Task; then enter the task standard times for the appropriate day or days of the week.

    • Total Hours in Task; then enter the total hours.

    • Step Volume;then:

    1. Optionally choose the Offset Task type; then enter the offset time in 15-minute intervals.
    2. Enter the Default Hours(in minutes).
    3. Click the Add Row icon to add the Volume per Hour Range details. You can add additional ranges for the step volume volume indicator.
    4. Optionally enter the Hours at Max Value.
  • Click the Settingstab to enter additional settings for the task.
    1. Select the Import Task Workload Forecast flag if you want the system to retrieve rather than generate the workload forecast.
    2. Select the Allocate All Filler flag if you want the system to attempt to prepare a workload using all filler tasks in order to make them available during schedule processing. It is possible that not all filler task work can be allocated when, for example, no employees are assigned to the work area or no employees are unavailable for that specific time period.
    3. Optionally enter the Max People (the maximum number of employees) to limit the number of employees the system can schedule for the task at any given time.
    4. Optionally enter the Min Hrs in Task(the fewest hours) and Max Hrs in Task (the most hours) that employees can spend on the task; entered in 15-minute increments using a decimal format (where 2 hours and 45 minutes is entered as 2.75).
  • Save your entries.

    • Mandatory Tasks

    1. Click the Workload Assignment tab
      1. Choose the workload from input help.
      2. Select where you want the system to gather store hours information, either through the primary work area or from the location.
    2. Click the Mandatory Coverage tab and choose the method for scheduling coverage.
    Choose Resource Allocation.
    1. Choose the day from input help.
    2. For each day, enter the Start Time, End Time and number of resources. For more information, see Entering Times.
    Click the Add Row icon to add additional resource allocation details for a day.
    Choose Step Volume.
    1. Choose the step volume volume indicator from input help.
    2. Choose the Special Handling for Earned Hoursindicator if you want WFM to use earned hours within its calculations.
    3. Optionally enter the Template at Max Value.
    4. Optionally choose the Default Template from input help.
    5. Click the Add Row icon to add the level you want to use as your step volume and choose the step template associated with each level from input help.
    Click the Add Row icon to add additional details.
    1. Click the Settingstab to select the Import Task Workload Forecast indicator if you want the system to retrieve rather than generate the workload forecast for this task.
    2. Save your entries.

    Queued Tasks

    1. Click the Workload tab to assign workloads to the task. See Adding Workloads for more information.
    2. Click the Task Hours tab to choose how the system is to define the task hours.
    • Reference Primary Work Area Hours; then at Using Workloadchoose the primary work area from input help.

    • Reference Location Operating Hours

    • Manually Enter Task Hours, then:

    1. Select the indicator for the day.
    2. For the day, enter the Start Time, End Time and any applicable offset information. See Entering Times and Relative Timefor more information.
  • Click the Volumetab to choose the volume indicator associated with the task:
    1. Choose the queue volume indicator from input help.
    2. Optionally, choose the Offset Task Type; then enter the offset time in 15-minute intervals.
  • Click the Time Standards tab and choose the time standard to use for the task:
    • Apply Daily AHT; then enter the average handling time standard times (in seconds) for the appropriate day or days of the week.

    • Apply Weekly AHT; then enter the weekly average handling time standard (in seconds).

    • AHT Indicator; then choose the queue volume indicator from input help.

    • Step Volume, then:

    1. Choose the step volume volume indicator from input help.
    2. Optionally choose the Offset Type Task type; then enter the offset time in 15-minute intervals.
    3. Enter the Default Standard (in seconds).
    4. Click the Add Row icon to add the Standard per Volume Range details. You can add additional ranges for the step volume volume indicator.
    5. Optionally enter the Standard at Max Value(in seconds).
  • Choose the average wait time (AWT) volume indicator from input help.
  • Click the Settingstab to enter additional settings for the task.
    1. Select the Import Task Workload Forecast indicator if you want the system to retrieve rather than generate the workload forecast.
    2. Optionally enter the Mix Percentage(the percentage of time to be allocated to the task) as a value from 0 to 100 with two decimal places.
    3. Optionally enter the Max People (the maximum number of employees) to limit the number of employees the system can schedule for the task at any given time.
    4. Optionally choose the ABNDvolume indicator from input help.
    5. Optionally choose the Service Quality Template from input help.
  • Save your entries.

    • Response Rate Tasks

    1. Click the Workload tab to assign workloads to the task. See Adding Workloads for more information.
    2. Click the Task Hours tab to choose how the system is to define the task hours.
    • Reference Primary Work Area Hours; then at Using Workloadchoose the primary work area from input help.

    • Reference Location Operating Hours

    • Manually Enter Task Hours, then:

    1. Select the indicator for the day.
    2. For the day, enter the Start Time, End Time and any applicable offset information. See Entering Times and Relative Timefor more information.
  • Click the Volumetab to choose the volume indicator associated with the task:
    1. Choose the response rate volume indicator from input help.
    2. Optionally, choose the Offset Task Type; then enter the offset time in 15-minute intervals.
  • Click the Time Standards tab and choose the time standard to use for the task:
    • Apply Daily AHT; then enter the average handling time standard times (in seconds) for the appropriate day or days of the week.

    • Apply Weekly AHT; then enter the weekly average handling time standard (in seconds).

    • AHT Indicator; then choose the queue volume indicator from input help.

    • Step Volume, then:

    1. Choose the step volume volume indicator from input help.
    2. Optionally choose the Offset Type Task type; then enter the offset time in 15-minute intervals.
    3. Enter the Default Standard (in seconds).
    4. Click the Add Row icon to add the Standard per Volume Range details. You can add additional ranges for the step volume volume indicator.
    5. Optionally enter the Standard at Max Value(in seconds).
  • Choose the average wait time (AWT) volume indicator from input help.
  • Click the Settingstab to enter additional settings for the task.
    1. Select the Import Task Workload Forecast indicator if you want the system to retrieve rather than generate the workload forecast.
    2. Optionally enter the Mix Percentage(the percentage of time to be allocated to the task) as a value from 0 to 100 with two decimal places.
    3. Optionally enter the Max People (the maximum number of employees) to limit the number of employees the system can schedule for the task at any given time.
    4. Optionally choose the Response Quality Template from input help.
  • Save your entries.

    • Tasks associated with channels that require a response in a specified period of time - though not as immediate as for queued tasks. Typically not used in the retail environment.






    General Material Data   ABAP Short Reference  
    This documentation is copyright by SAP AG.

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