Work queues overview

Create work queues, which represent demand. They help us predict workload by multiplying the volume of customer interactions by their expected handling time.

Work queues linked to scheduling periods

After you create a work queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time., you need to link it to a scheduling period. A scheduling period is a specified period of time when defined employees target a specific workload. A campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. 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. of scheduling periods. Schedules are generated for groups of employees who belong to a scheduling period. A work queue must belong to an organization that is linked to the scheduling period. Each work queue can only be linked to one campaign in a specific scheduling period.

Work queues defined by media types

Work queues can be represented by a combination of different media types (such as Phone, Chat, Face to Face, Callback, Email, Outbound, Operations or Social Post). Workload is used in the scheduling process as a target for determining resourcing. Knowing how many people you need to meet workload requirements is key to generating efficient schedules.

Work queues can be identical to an ACD (Automated Call Distributor) queue, but are not limited to a one-to-one mapping. They are visible in Queue Analytics Feature in Workforce Management that tracks Queue data. Queue Analytics can show the Actual vs. Forecasted metrics. for monitoring contact The entire communication experience for a customer, from beginning to end. statistics.

Work queues associated with skills

Work queues can be linked to skills for skill Defined level of knowledge that an employee needs in order to handle a defined workload in WFM.-based scheduling. When you define a scheduling period, select the Skill Based attribute. You can then associate a queue with a specific skill (under Campaign, Queues).

Types of work queues

There are four different types of work queues:

Normal: Used in regular campaigns. Normal queues collect interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. statistics from data source groups Groups that represent an external identifier of work in WFM. Data source groups are linked to queues.. If you do not have a Multi-Site license, all your work queues are normal queues. When you create a normal work queue, you need to map 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. groups to the queue. This mapping translates the data from the data source reports to the work queues.
Distributed: Used in multi-site scheduling. Workload in this queue is allocated among the sites using a percent allocation method, regardless of employee availability. This type of queue can only be added to a campaign that has at least one defined subcampaign.
Virtual: Used in multi-site scheduling. Workload in this queue is sent to all sites using a dynamic method of distribution. Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. are routed dynamically wherever employees are available. You can add this type of queue to a stand-alone campaign only. Campaigns that are subcampaigns or that allow subcampaigns cannot have virtual queues.
Process: Used to identify and define a resolution process. A resolution process refers to a group of linked queues that can be assigned and are used to define a higher-level service goal.

Queues for multi-site operations

In multi-site operations, multiple physically separate sites share a workload. The data is then combined into a summary (or parent) work queue.

You can create either distributed or virtual queues as the parent queues for multi-site operations. You then need to map normal or process child queues to the parent queue.