Create a normal work queue
Define a normal work queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time., which is used in a regular campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads..
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.. Most work queues are normal queues. If you do not have a Multi-Site license, all your work queues are normal queues.
Procedure
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Go to Work Administration. Under Work Queues, Settings.
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From the left pane, select the organization for which you want to create the queue.
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From the lower right corner, select Create work queue.
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On the Work Queue Settings: Work Queue Details screen, complete the fields.
In the Type field, Normal is selected by default.
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Select Save.
The work queue now appears on the Queues page.
What to do next
Edit work queue to map data source groups to normal queues
Workflow: Set up normal work queues