WIT Configuration

Work Item Tracking (WIT) Data that can be imported from WFM Operations data sources, and typically contains a number of standard attributes. data that is imported from Operations data sources typically contains a number of standard attributes, including:

• Employee

• Data Source Group (mandatory)

• External ID (mandatory)

• Status

• Age

• Is Workable

• Creation Date

• Closed Date

• Closed By

• Created By

• Description

• Type

For items that cannot be mapped to one of the standard attributes, this page allows you to define settings for custom attributes.

Click Add in the top page area to create a custom attribute and specify:

• a name for the attribute

• its data type (DATE, TEXT, or NUMBER)

• whether the imported data is a collection Group of back-office Contributions from one or more employees connected to a single customer or account captured by DPA. Collections are used for analyzing and improving back-office efficiency and quality. (the imported field contains multiple delimited values)

• the separator character used in a collection (# or @)

• miscellaneous settings

  • the units (Hours or Days) for its aging buckets

  • the fields from the data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. that can be used in filters for WIT dashboards and reports

  • External URL for WIT Tickets - this is the URL of the external CRM system to which you can link your WIT drill down report.

    Depending on the external system’s URL, ensure that you type ={0} in the appropriate location in the URL address.

    The {0} is replaced with the correct external id contained inside the report, so that it links to the correct external system and also exactly to the appropriate ticket.

    Wherever you insert this {0} in the URL address, it is replaced with external id.

  You must enter a URL in this field if you are using the WIT drill down report to identify tickets in an external CRM system.

  When the user clicks the leaf node in the WIT drill down report, it shows the details of the tickets in a pop-up report page. When you click the External ID in the pop-up page, the user is linked to the external system.

Click Add in the middle page area to create age buckets for the data source. Up to seven age buckets can be defined per data source. This container allows you to specify:

• the age bucket name

• its lower limit

• its upper limit

• an optional description

Click Add in the bottom page area to define custom status types that reflect a specific Customer Relationship Management (CRM) system’s definitions for ticket status, and map these custom status types to WIT standard status types. (You can then search for these custom status types using the WIT filter in WIT dashboards.) The container allows you to specify:

• the custom status name

• the WIT status to which it is mapped (ASSIGNED, ON HOLD, REOPEN, REASSIGNED, CLOSED, OPEN)

For existing items, select the item and click Delete in its container to remove that item from the data source definition.

When you are finished making changes, click Save to save your changes, or click Revert to cancel any changes you have made since last saving.

Related information 

Workforce Optimization Dashboard Guide