WFM data transition overview

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 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.
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	No skills are transitioned.
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	Contract, contract schedule, and part-time percentage are not transitioned. Agents are assigned the defaults which are configured in WFM > WFM settings > Set employee defaults
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	No shift bags are transitioned.
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.

Queues, skills and forecasts

Data	Comment
Skills	No skills are transitioned.
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: Run the queue statistics report to verify the data.

Data

Comment

Skills

No skills are transitioned.

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: Run the queue statistics report to verify the data.