I have a new data source. Now what?

To collect contact volume, handle time, and adherence data for a new data source, there are several steps to complete in CommunityWFM.

1. Import the collection points
2. Import and configure state mapping
3. Map collection points to the Enterprise Model Activities
4. Edit default data source for agent's adherence

Here are the steps to complete this process.

1. Navigate to Settings > Data sources.
2. Find the new data source in your list of existing data collection sources.
3. Click on the description name to open it.

Import the collection points

1. Click Show the import options dialog in the Import Steps to Success tile.

Note: don’t remove the old skills as they are needed for historical data forecasting. It will not interfere with the new skills.

2. Click Collection points.

3. You will see the list of collection points/skills.

4. Click Import next to each skill you wish to import.

Avoid the Import all button unless you really want to import every collection point (this is rare).

5. After clicking Import, it will disappear from this list. When finished, close the pop-up window.

Next, import the historical data.

6. Return to the Import Steps to Success and click Show the import options dialog tile again. Click Contact volume.

7. Select All collection points from the drop-down menu.

8. Select one to two weeks at a time from the calendar From and Through date pickers.

9. Click Import volume history.

10. Wait until the import volume history is complete or until the spinner in the browser has finished. Repeat for each week until all contact volume has been imported.

11. Click Cancel to close the import options dialog box.

Import state mapping

1. Click Show the setup options dialog in the Setup options tile.

2. Click Device States

3. In the pop-up window, click Copy Unknown States from data.

4. A pop-up will confirm that the states have been added. Click OK.

5. The states will appear in the list and will likely have Ignore in the State type column. To edit the states to be In Queue or Out of Queue, click on the Description of the activity or the edit button.

6. In the pop-up window, edit the State type, Description, and Color (matching the events created in the Enterprise Model or the color of your choice). Click Save.

7. Repeat for each state.

8. When finished, close the browser window.

9. Click Cancel to close the setup options.

Map collection points to the Enterprise Model Activities

Each collection point should be mapped to only one activity.

1. Navigate to Settings > Enterprise Model
2. Select an activity in the left side navigation pane.
3. Click Connect to collection points in the Collection points tile.
4. Click New.
   Don't remove any current data sources. The historical data can be used for forecasting.
5. In the drop-down menu, select the new data source.
   
6. Click Next.
7. Click Assign next to each collection point you want to assign to this activity.
   
8. When finished, close the browser window.
9. Repeat for each Activity.

Edit default data source for agent’s adherence

1. Navigate to Settings > People & agent templates > People > Current list.

For each person affected by the change in data source:

2. Click on the name to open the Steps to Success.
3. Click Setup adherence parameters in the Adherence tile.
   
4. Click Edit in the row with the new data source.
5. Collect the Login IDs from the ACD. Add the agent’s login ID here and select whether this will be the default data source.
   
6. Click Save.

Reminder: Agents can have only one default data source. They cannot switch back and forth between multiple data sources. They may still get schedules but won’t have accurate adherence tracking.