Map data source groups to queues
Create a mapping between data source groups Groups that represent an external identifier of work in WFM. Data source groups are linked to queues. and normal work queues. This mapping allows you to translate the data from 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. reports to the work queues.
Only normal work queues with no subqueues and that are not subqueues themselves can be used for mapping data source groups.
Before you begin
Edit work queue to map data source groups to normal queues
Procedure
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From Available Data Source Groups, select the data source group you want to map, and select Assign right.
The data source group now appears under Mapped Data Source Groups.
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To remove a mapped data source group, select it from Mapped Data Source Groups and select Assign left.
It now appears under Available Mapped Data Source Groups.
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To view details about a data source, select Go to Data Source Group Definition.
The system navigates you to Integration Management, Data Sources, and Settings. Under Data Source Name, select a data source for which you want to view more information.
This option brings you out of the Work Administration module. To complete any data source and work queue mapping Process of mapping data source groups to queues (also known as work queue mapping)., go back to Work Administration. Under Work Queues, select Work Queue Group Mapping.
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Select Save Mapping.
On the Queues screen, the data source groups appear for the normal queue under Data Source Groups Mapping.