Example: Generating a Linked Queue Forecasting (LQF) schedule

For Linked Queue Forecasting (LQF) Feature in WFM where queues are linked together, and work is distributed among them according to defined requirements., the scheduling engine generates schedules for the LQF queues, depending on the way the work is defined to be distributed.

Create the queues

For example, create four work queues:

Work Queue 1 is 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..
Work Queue 2 is an extra queue.
Work Queue 3 is an extra queue.
Work Queue 4 is an extra queue.

Define the distribution of work of the queues

Note the following:

100% of the items checked into Work Queue 1 flow to Work Queue 2
Work Queue 2 has two target queues:
- Work Queue 3
- Work Queue 4
50% of the items checked into Work Queue 2 flow to Work Queue 3
50% of the items checked into Work Queue 2 flow to Work Queue 4

Three levels equal three iterations

There are three levels, or tiers, in this chain, so the scheduling engine goes through a minimum of three iterations to generate the schedule.

First iteration

A schedule is generated for Work Queue 1, based on the initial forecast.
A volume forecast is generated for Work Queue 2, based on the number of items forecasted to be checked in for Work Queue 1.

For example, employees working on Work Queue 1 process 20 items for a 15-minute time bucket. Therefore, the volume forecast for Work Queue 2 is 20 items for each 15-minute time bucket. (100% of Work Queue 1’s checked-in items become arrivals for Work Queue 2.)

Second iteration

A schedule is generated for Work Queue 1 and Work Queue 2.
Volume forecasts are generated for Work Queue 3 and Work Queue 4. The forecasts are based on the number of items forecasted to be checked in for Work Queue 2.

For example, employees working on Work Queue 2 process 20 items for a 15-minute time bucket. The volume forecast for Work Queue 3 is 10 items for each 15-minute time bucket. (50% of Work Queue 2’s checked-in items become arrivals for Work Queue 3.)

The volume forecast for Work Queue 4 is 10 items for each 15-minute time bucket. (50% of Work Queue 2’s checked-in items become arrivals for Work Queue 4.)

Third iteration

A schedule is generated for Work Queue 1, Work Queue 2, Work Queue 3, and Work Queue 4. In subsequent iterations, schedules are optimized and variances settle.