Define a VCT work queue
After creating 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., you can define it as a VCT work queue. A VCT work queue is used in Operations environments. It has work volumes associated with it, and it also captures employee productivity on a finer Intraday granularity.
Before you begin
Create a process work queue or Create a normal work queue
Procedure
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Go to Work Administration. Under Work Queues, select VCT Configuration.
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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 Edit work queue.
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On the Work Queue Configuration screen, complete the fields.
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Do one of the following:
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If you want the work volume from the work queue to flow to a target queue, select Add on the right side of the screen. To define this process for the target queue, complete the fields.
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If you do not want to configure any target work queues (meaning the work queue is the end of the chain), proceed to step 6.
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The work queue is now defined as a VCT work queue and updated on the Queues page.