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Workforce Analytics

Siebel Employee Relationship Management (ERM) provides Analytics for Workforce Training, Workforce Performance, and HelpDesk. This section describes some of the configuration that may be necessary for Workforce Analytics. For further information on Siebel ERM, see Siebel Employee Relationship Management Administration Guide.

Workforce Training Subject Area

In the Workforce Training subject area, the Current Organization column captures a current training user's Division when the user registers for a training course. Therefore, registration is required in order to capture the user's Organization.

NOTE:  Division is captured rather than Organization so that the hierarchy can be captured as well. This hierarchy is commonly referred to as organizational hierarchy, although it is actually the divisional hierarchy. In Workforce Training, it is called Organization. In order to be consistent, the user's division is referred to as Organization here.

The Division and divisional hierarchy is captured in a table called S_SRCEVT_REG_NQ. This table is populated only if certain workflows are imported and activated during implementation. The process to import these workflows is outlined in Importing Workflows. If you do not activate these workflows, but still want see the current organization and division of the employee, you must remove the Organization dimension from the presentation layer in Workforce Training and add the Organization and Division columns to the Employee dimension in the Workforce Training presentation layer.

Importing Workflows

From a Siebel dedicated Web client or mobile Web client, connect to the sample database on your Siebel operational application CD-ROM using any application; for example, Call Center or ERM.

To import a workflow

  1. Go to Site Map > Business Process Administration > Workflow Processes.
  2. Query for *ERM*Training*.
  3. The following workflows appear:

  4. Click on a workflow, select Menu > Export Workflow, and save the workflow to the hard drive.
  5. Repeat Step 3 for each workflow.

Set up your ERM environment and test the eTraining functionality fully. Once you have Siebel ERM eTraining tested and running correctly, import the above workflows into your environment and make them active.

Siebel Analytics Cache Persistence

The Siebel Analytics Server caches certain queries to improve end-user performance. If this cache is activated while you are using Workforce Analytics, you may not see the actions that you perform in the Siebel operational application screens reflected in the Siebel Analytics reports. The cache for Workforce Analytics is set by default to 12 hours. A persistence period of 12 to 24 hours is recommended, except in critical time periods, such as the end of a quarter, when you may want a more rapid response between the Siebel operational applications screens and Siebel Analytics screens.

To change the cache expiry or persistence period, see the section in Siebel Analytics Server Administration Guide regarding Siebel Analytics Server cache.

Upgrading Earlier ERM Data

A registration is needed to capture a training user's organization for the Workforce Training Subject Area. This set of workflows and tables governing this process is available only in ERM 7.5.

In order to analyze training based on Organization from previous ERM installations, you must run a script to populate the new S_SRCEVT_REG_NQ table. (However, all past training data on all dimensions except Organization can be analyzed without running the script.)

Before running the script, these caveats must be understood:

To analyze older Siebel ERM data by organization

  1. For each registration (ROW_ID) in S_SRC_EVT_REG, there is a PERSON_ID. Follow the joins below to get the division (internal organization) for that person:
    division name

  3. Once you know the Division Name for that specific person, query the S_SRC_EVT_REG table for all Registrations for that person.
  4. Capture all of these Registrations (S_SRC_EVT_REG.ROW_ID).
  5. Add a row for each of these in S_SRCEVT_REG_NQ, so that S_SRC_EVT_REG.ROW_ID = S_SRC_EVT_REG.PAR_ROW_ID.
  6. Populate all the Siebel-required fields in S_SRCEVT_REG_NQ and the CUR_ORG_NAME field with the division name.
  7. The hierarchy is not known at the time of the registrations, so the other fields should not be populated.

 Siebel Analytics Installation and Configuration Guide, Version 7.5, Rev. C 
 Published: 18 April 2003