About WFM data transition

This topic describes the changes made by the transition tool for transition of data from the Classic Calabrio WFM to the new Calabrio WFM. A lot of data is transitioned from the Classic Calabrio WFM database and stored as the corresponding type of data in the new Calabrio WFM. In some situations, the transition tool also assigns appropriate default values for you to get started more quickly.

The data which is transitioned is based on the agents you select and the periods for which you select to transition forecasts, schedules and queue statistics.

The tables below describes what data that is transitioned, where default values are set and any other important areas where additional configuration might be needed. It also gives you additional information on what you need to consider in your review, and where you can find more information on how to handle the different areas.

Agents

Data Comment

First name

Transitioned from Classic Calabrio WFM.

Last name

Transitioned from Classic Calabrio WFM.

Email

Transitioned from Classic Calabrio WFM.

Employment number

Transitioned from Classic Calabrio WFM.

Application logon name

Transitioned from Classic Calabrio WFM.

Review: Copy the application logon names and paste them to the Logon field.

NOTE   When you paste the logon name to the Logon field for agents whose accounts are not previously activated and then save, this causes an activation email to be sent to them automatically.

Password

For security reasons, passwords are not transitioned.

Review: If SSO login is not used, you must set passwords manually. See Add or edit WFM agents manually for more information.

Roles

If there already is a role in the new Calabrio WFM with the same name as the role which the agent has in Classic Calabrio WFM, that role is assigned to the agent.

If there is no role with the same name as the agent's role in Classic Calabrio WFM, an empty role with that name is created and assigned to the agent.

Review: Review all roles and set appropriate data and function permissions. See Create roles for access to WFM for more information.

Language

Set to Computer default for all transitioned agents.

Format

Transitioned from Classic Calabrio WFM.

Time zone

Transitioned from Classic Calabrio WFM.

Workflow control set

The agents are assigned the Default workflow control set. All settings in the workflow control set are default settings.

Review: Go through the workflow control set and adjust the settings to suit your organization. Consider if you need to create and assign separate workflow control sets for certain groups of agents. See Manage workflow control sets for more information.

Leaving date

If a leaving date is set for an agent in Classic Calabrio WFM, this is transitioned to the new Calabrio WFM.

Person period

A person period is created. The start date for that person period is set to the company start date in Classic Calabrio WFM. If multiple transitions are made for the same agents, a new person period is created each time with the start date set to the date of the transition.

Review: Confirm that the start date of the agent's first person period is set to the agent's employment start date. This is important if seniority is used in your organization. Adjust the person period start dates if needed.

Site/team

The agents are assigned a site and team based on the setup in Classic Calabrio WFM.

Review: Make adjustments to the organization structure with sites and times if needed. See Configure the organization structure for WFM for more information.

Skills

The agents are assigned skills based on the setup in Classic Calabrio WFM.

External logon

No external logons are transitioned and assigned to the agents.

Review: When an ACD integration is set up for new Calabrio WFM, the external logons are available to assign to the agents. See Manage WFM agent work rules for more information.

Contract, contract schedule and part-time percentage

The agents are assigned a contract, a contract schedule and a part-time percentage. Those are created based on the agents' work condition profiles in Classic Calabrio WFM.

Review: The contract, contract schedule and part-time percentage set for an agent controls their work hours for the schedule period. Review them and make any needed adjustments. See How work time is calculated for more information.

Multiplicator definition sets

No multiplicator definition sets are created and connected to the contracts in the transition. If you want to schedule overtime for an agent, at least one multiplicator definition set must be connected to the agent's contract.

Review: Create multiplicator definition sets if you plan on scheduling overtime for the agents. See Set up rules for when extra compensation applies for more information.

Shift bag

The agents are assigned shift bags created based on the setup in Classic Calabrio WFM.

Schedule period

No schedule periods are set up in the transition. Schedule periods are required for scheduling and for validating if contract rules are fulfilled.

Review: Create schedule periods for all agents who have schedules. See Manage schedule periods for more information.

Rotation

No rotation information is transitioned.

Review: To use rotations to control the scheduling of all or some days for the agents, create and assign rotations. See Create rotations for more information.

Personal account

No personal account information is transitioned.

Review: To use personal accounts to track each agent's usage of different absence types, create personal accounts for the relevant absence types. See Manage personal accounts for absences for more information.

Activities, absences, schedules and shifts

Data Comment

Activities

All activities which are scheduled for the agents in the selected time period are transitioned.

The lunch and break activities are identified, and their settings are adjusted based on that. For the rest of the activities, only the information on whether the activity is paid or not is transitioned from Classic Calabrio WFM. The remaining settings are set to default values.

In the new Calabrio WFM, different skills can use the same skill activity. Therefore, activities connected to different skills but with the same name, for example Voice, are set up as one activity in the new Calabrio WFM when transitioned. This makes the shift setup less complex and makes it possible to schedule multi-skilled agents more efficiently.

Review: Go through the created activities and adjust the configuration as needed. See Create activities for more information.

Absences

All absences which are scheduled for the agents in the selected time period are transitioned. The absence colors and the information on whether the absence types are paid absences are transitioned.

Review: Go through the created absences and adjust the configuration as needed. See Create absence types for more information.

Shift categories

One shift category is created and assigned to all shifts.

Review: Consider if more shift categories are needed. See Create shift categories for information on what shift categories are used for and how to create them.

Shifts

The shifts to use for automatic scheduling are available in the Shifts module in the WFM client.

Review: Go through the transitioned shifts to clean out any unwanted shifts and to for example add flexibility or limitations in the shifts that you keep. See Creating shifts overview for more information.

Schedules

Schedules are transitioned from Classic Calabrio WFM, with all activities and absences. The activity with the most schedule time within a shift is set as the shift's base layer.

Queues, skills and forecasts

Data Comment

Skills

All skills which are assigned to the selected agents are transitioned. For each skill, a skill and workload is created in the new Calabrio WFM. Interactive skills in Classic Calabrio WFM are created as Inbound telephony skills. Non-interactive skills are created as Back-office skills. The time zone for the skill is transitioned from Classic Calabrio WFM.

Review: The skill type cannot be changed. If you need to change the skill type for an existing skill, you must create a new skill to replace it. See Create a skill for more information on how to create a new skill.

Queues and queue statistics

All queues connected to the skills assigned to the selected agents are transitioned, including queue data for the selected historical statistics period. The queue data is stored in 15-minute or 30-minute intervals, depending on environment settings.

Review: For each skill there are calculations defining what to include and what to exclude. This controls the volumes used as a basis for forecasting and how the queue data is presented in reports. Adjust the calculation if needed. See Calculate workload volume for more information.

Open hours

The open hours are transitioned from the skill in Classic Calabrio WFM and set for the workload in the new Calabrio WFM.

Review: Adjust the open hours if needed. Right-click the workload and select Properties. See Create a workload for more information.

Forecasts

The forecast data is transitioned for the selected forecast period. The forecast data is saved in 15-minute or 30-minute intervals, depending on environment settings. If the forecast data in Classic Calabrio WFM is saved in 30-minute intervals and the new Calabrio WFM environment has 15-minute intervals, the volume is split equally between two 15-minute intervals when transitioned.

Shrinkage values are transitioned and applied for the selected forecast period.

Review: Review the forecast for the selected forecast period and make adjustments if needed. See Finalize the staffing forecast for more information.

Skill templates

Skill templates are created and the service level is set in the transition. The other skill template values are default values.

Review: Review the skill templates and make necessary adjustments. See Adjust skill targets for more information. Note that if you adjust the skill templates and apply them for the transitioned forecast, this will affect the volumes.

Workload day templates

No workload day templates are created by the transition tool.

Review: For the transitioned forecasts, the volume is already distributed according to the distribution in Classic Calabrio WFM. Create new workload day templates to use to distribute the volume within the day for future forecast periods. See Define intraday arrival patterns.

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