Edit work queue to map data source groups to normal queues
To begin the process of mapping data source groups Groups that represent an external identifier of work in WFM. Data source groups are linked to queues. to normal queues, select to edit the work queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time..
Before you begin
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Verify that data sources have been created.
Data sources are third-party systems that generate employee and device state, and data change events. For each third-party 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., create and configure a corresponding data source in WFO.
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Verify that data source groups have been created.
Data source groups represent an external identifier for a segment of work. Data source groups are linked to queues. You can link multiple data source groups to work queues if they have a low volume of work.
Procedure
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Go to Work Administration. Under Work Queues, select Work Queue Group Mapping.
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From the left pane, select the organization for which you want to map data source groups to normal work queues.
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Under Queues, select the normal work queue to which you want to map data source groups.
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From the lower right corner, select Edit work queue.
The available data sources are data sources associated with the selected organization and its ancestors.
What to do next
Map data source groups to queues
Workflow: Set up normal work queues