VCT work queues

For Operations environments, a VCT work queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. has work volumes associated with it, and also captures employee level productivity data at a finer Intraday granularity.

This work queue is available for employees, managers, and supervisors to enter VCT data or productivity tracking data. You can enter VCT data by going to My Tasks or Volume History under My Tracking in My Home. Alternatively, you can use the Operations – Event File Import and Transform adapter.

Types of work distribution supported in VCT work queues

There are three types of work distribution supported for VCT work queues:

Operational Hours: Arrivals for each day are distributed evenly over the hours of operation of the organization.
No Pattern: Arrivals are converted to volumes as is, at the times they actually occur, without any distribution pattern. This pattern can be used if you want volumes to follow the true arrival pattern, and if arrivals are frequent during the organizational hours.
Even Distribution Hr: Arrivals for each day are distributed based on defined specifications.