Set employee workload volume

View a summary of the work entered for a selected employee. If required, you can manually set workload volume for employees.

You can:

Set the inventory of 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..
Enter the amount of work checked out from a work queue, and checked in when completed.
Enter and track new work that arrives.
View the status of each work queue's inventory.
Hide work queues that the manager does not need to see.

Procedure

Go to Tracking. Under Tasks, select Volumes.
To change the organization you are viewing, use the View menu in the left panel.
Optional: Select the Employee Filter icon. From the pop-up, complete the form.
Optional: To select an employee's schedule to view, do one of the following:
- Use the Find menu to scroll up or down to the relevant employees.
- Type the name of the employee in the Search field.
- Select the employee's name from the Name list.
- To select all employees, use the Select All button.
- To select more than one employee, use the Ctrl or Shift key.
Then, select View.
Optional: Do one of the following:
- To set an inventory amount for a queue, type the amount in the Set Inventory field.
This total is visible in the Inventory column for all employees.
- To add arrivals to the inventory total throughout the day, type the amount in the Arrivals field.
- To check out items on behalf of an employee, type the amount in the Check Out field.
- To check in items on behalf of an employee, type the amount in the Check In field.
Once finished, select Save.
Optional: To view queues that management has chosen to hide, select Show Hidden.