Define and manage volume for Operations queues

Using the Volume Capture Tool (VCT) Tool used in WFM that defines the distribution of work between a root queue and additional queues used in an Operations work environment., define the distribution of work between the root queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. and the additional queues used for Operations. The queues are linked together (called Linked Queue Forecasting or LQF), and work is distributed according to your defined requirements.

Before you begin

Create queues for Operations

Procedure

Go to Work Administration. Under Work Queues, select VCT Configuration.
From the left pane, select the organization for which you created the root queue and the other queues for Operations.
From the right pane, select the root queue for which you want to define the distribution of work.
Select Edit work queue.
From the As of field, specify the date from which this distribution is relevant.
Select Use Volume Capture.
Under Work Queue Configuration, complete the remaining fields.
To add more queues to which the workload is distributed from the root queue, select Add and complete the fields for the target queues.
Define the events that trigger when the additional queues receive the work items:
1. From the Source Event field, select the event from the source queue that triggers the work item to be distributed to the target queue. Typically, this field is set to Check-in.
  
  For example, this field is set to Check-in for OpsA, which is the first queue in this list. The employee who works on the root queue checks in their work item. It is then ready to be worked on by the employee who is working on OpsA.
2. From the Target Event field, select the event when the target queue receives the work coming from the source queue.
  
  For example, if the Source Event is set to Check-in, the Target Event is set to Arrivals. The work is arriving to the target queue and ready to be worked on by the employee handing that queue.
To define how the work to be distributed among the additional queues is calculated, set the Proportion Type and the Proportion (Pct) fields.

For example, the Proportion Type is set to Fixed Allocation, which is a fixed percentage of work. In this case, the value in the Proportion (Pct) field defines the exact percentage of work that is always distributed to the specified queue. The field for the OpsA queue is set to 75.0, which means that 75% of the work from the root queue is always distributed to OpsA.
To define when the additional queues receive the work items, you can do the following:
- To wait until a specific number of work items are ready to be worked on by target queue, set the Bundle Size. For example, set this field to 10 for the first queue after the root queue. The work is only distributed to the first queue when 10 work items are ready for this queue.
- To specify a lag time only after which the work is ready for the target queue, set the Lag (Hrs) and Lag (Mins) fields.

What to do next

Create activities for Operations