View subqueue staffing values
You can view the Forecast Feature in WFM used to estimate the required resources for a specific scheduling period based on historical data. The data in a forecast includes interaction and work volume, and Average Handling Time (AHT). Staffing values for all subqueues when selecting a parent queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. in a distributed campaign Type of campaign in WFM where workload is allocated among the sites regardless of employee availability. A pre-determined percentage of interactions is routed to each site in each interval.. You can view this total staffing value in both the Queue Analytics Feature in Workforce Management that tracks Queue data. Queue Analytics can show the Actual vs. Forecasted metrics. and Calendar modules.
Example: View subqueue staffing values for distributed campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads.
For example, there is a distributed parent campaign called Cedar Offices. There are four subcampaigns associated with this distributed parent campaign: Cedar A, Cedar B, Cedar C and Cedar D.
For the scheduling period of May 15-June 25, Cedar A has a staffing value of 56, Cedar B has 24, Cedar C has 15, and Cedar D has 37.
When you select the Cedar Offices parent queue, you can view the total staffing value of all subqueues associated with the subcampaigns: 132 (56+24+15+37).
Before you begin
Generate a schedule for a distributed campaign
Procedure
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Go to Forecasting and Scheduling. Under Calendar, select Calendar.
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From the Campaign filter, select the parent distributed campaign.
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From the Dates filter, select the relevant scheduling period of the distributed campaign.
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From the Work Queues filter, select the parent queue for the distributed campaign.
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From Statistics, select Headcount Staffing.
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From Home, enable the toggle, Combine staffing, by selecting it.
When you do that, the toggle changes into a blue checkmark (from a grey x).
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Under Statistics (on the bottom of the screen), view the Headcount Staffing values for the parent queue.
The value displayed in each cell (or time interval) is the total staffing value for all subqueues. For example, the zoom level is set to Week, showing day time intervals. There are two subqueues. For Sunday, May 15th, one subqueue has a staffing value of 55. For the same day, the other subqueue has a staffing value of 82. Therefore, the staffing value displayed for Sunday, May 15th for the parent queue is: 137.