Create a process work queue

To identify and define a resolution process, create a process work queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time.. A resolution process is a group of linked queues that are used to define a higher-level service goal.

In multi-site operations, process work queues can be mapped to distributed or virtual parent work queues.

Procedure

Go to Work Administration. Under Work Queues, select Settings.
From the left pane, select the organization for which you want to create the queue.
From the lower right corner, select Create work queue.
On the Work Queue Settings: Work Queue Details screen:
1. For Type, select Process.
2. For Media, select Resolution.
On the Work Queue Settings: Work Queue Details screen, complete the remaining settings.
Select Save.

The work queue now appears on the Queues page.