Specifies the date from which to view or set the Activity Handling Time (AHT) Inbound scheduling statistic in WFM that measures the amount of time of an average customer interaction in a defined time interval (up until the resolution). for the work queue.

Specifies the work queue as a VCT work queue.

Once this check box is selected, the system displays the remaining fields for defining the work queue as a VCT work queue.

Specifies the type of VCT work queue:

• Work Completed, WIP and Inventory: Work queue in which all event types are enabled (Arrivals, Check-in, and Check-out).

• Work Completed and Inventory: Work queue in which only the Arrivals and Check-in events are enabled. A Check-out event of equivalent value is automatically generated for each Check-in event, so there is no Work in Progress (WIP) event; only Work Completed.

• Work Completed: Work queue in which only the Check-in event is enabled, which in turn generates an Arrivals event and a Check-out event of equivalent values.

Indicates whether you can distinguish a manual entry VCT queue from an automated queue, without requiring the creation of suborganizations to hide the automated VCT queues.

If you select this check box, the queue is displayed on the Work page under My Volumes in the My Home module.

Specifies the Activity Handling Time (AHT) in seconds for the work queue.

To enter effective dates for the AHT, select the icon to the right of the field.

Specifies the type of arrival pattern:

• Operational Hours: Arrivals for each day are distributed evenly over the hours of operation of the organization.

• No pattern: Arrivals are converted to volumes as is, at the times they actually occur, without any distribution pattern. This pattern can be used if you want volumes to follow the true arrival pattern, and if arrivals are frequent during the organizational hours.

• Even Distribution Hr: Arrivals for each day are distributed based on defined specifications.

Determines whether the work queue is available for VCT or VCT data imports. If this check box is selected, the work queue is not available for VCT or VCT data imports.

Complete the following fields if you want the work volume from the work queue to flow to a target queue:

Allows you to add a target queue to which the work volume from the defined work queue flows into.

Allows you to select multiple target queues.

Specifies the type of event from the source queue that causes the work item to flow from the source work queue to the target work queue.

Typically, the source event is Check-in.

Specifies the type of event where the target queue receives the work coming from the source queue.

This event could be one of the following:

• Arrivals: If the target work queue type is Work Completed, WIP and Inventory or Work Completed and Inventory

• Check-in: If the target work queue type is Work Completed. Arrivals is implied with this type of work queue.

Specifies the work queue into which the work volume from the source queue flows into.

Specifies how to calculate the work that flows from one queue to another:

• Fixed Allocation: Fixed percentage of work

• Forecast Feature in WFM used to estimate the required resources for a specific scheduling period based on historical data. The data in a forecast includes interaction and work volume, and Average Handling Time (AHT). History Period: Percentage of work is calculated based on the historical forecast

• Relative Period: Percentage of work is calculated based on a relative period

Specifies the number of weeks the system considers when calculating the work flow from one queue to another.

Specifies the proportion of work that flows from the source work queue to the target work queue.

Optional: Specifies the required number of items sent in a bundle from the source queue to the target queue.

Items from the source queue are not sent to employees working on the target queue until the required bundle size is reached.

Optional: Specifies the number of hours of lag time between bundles sent from the source queue to the target queue.