Generate a schedule with outbound work queues
The scheduling engine aims to meet service goals Goals in WFM that allow determining how quickly work should be handled, including service level, Average Speed to Answer (ASA), and deadline goals. by scheduling as many employees as possible at peak Right Party Connect times without exceeding the service goal.
The scheduling engine does not try to staff one work queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. and media at the expense of other work queues and media.
Before you begin
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If you want specific work queues to have higher staffing priorities than others, go to User Management Module that an administrator uses to create a profile for each employee in their organization., Employees, and Skills and update the Priority column accordingly.
For example, you want to emphasize an inbound work queue and de-emphasize an outbound work queue. Set the Priority column to 1 for the inbound work queue. Set the Priority column to 2 for the outbound work queue. (Lower numbers indicate higher priority.)
You can also set less aggressive service goals for lower priority work queues.
Procedure
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Go to Forecasting and Scheduling. Under Calendar, select Calendar.
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From the left pane, select the outbound campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads., scheduling period, employees, and work queue.
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From Home, select Generate Schedule.
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Set all parameters, and select Generate.
The scheduling engine generates reasonable schedules for multiple outbound queues. The outbound service levels trade off with inbound service levels (instead of the outbound queues being strictly higher or lower priority than inbound queues).
What to do next
View outbound media statistics