Work queue settings

Work queue settings

When creating or editing 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., define or update data about the work queue.

Setting	Description
Name	Defines the name of the work queue.
Description	Optional: Describes the work queue.
Media	Specifies the media for the work queue. For example: Phone, Email, Fax, Chat, Social Post, Callback, Face-to-Face, Operations, Project Instance of the Speech and Text Analytics application that supports a different language or Line of Business (LOB).. When creating a Process queue, select a media type of Resolution.
Type	Specifies the type of work queue: Normal: Used in regular campaigns, and collects 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. Distributed: Used in multi-site scheduling, where workload is allocated among the sites, regardless of employee availability. A predetermined percentage of interactions is routed to each site in each interval. Virtual: Used in multi-site scheduling, where workload is sent to all sites. 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. Process: Used to identify and define a resolution process, which is a group of linked queues that define a higher-level service goal. Work queues whose media is Phone Outbound can only be Normal or Virtual work queues.
Organizations	Specifies the owner organization for the work queue. Linking work queues to organizations allows administrators to create and maintain the set of work queues that are only relevant to a particular organization. Work queues created for one organization are also available to the child organizations of the parent organization.
Data Source Groups Mapping	Displays the 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 that are mapped to the normal work queue. If you have not yet mapped data source groups to work queues, this field is blank. NOTE: This field is only relevant to normal work queues. Data source groups can only be mapped to normal work queues.

Related topics

Create a normal work queue

Create a distributed or virtual work queue

Create a process work queue