Project queue staffing status
After a Project Instance of the Speech and Text Analytics application that supports a different language or Line of Business (LOB). queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. is included in the schedule and employees begin to work on the queue, you can view the staffing status of the queue. Based on the status, you can make certain decisions related to the staffing of your Project queues.
Two places to view Project staffing status
There are two areas where you can view Project queue staffing status:
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From the Statistics menu, select Projects. Projects are displayed under the Projects tab at the bottom of the screen.
When viewing a specific project, a threshold status is displayed. This status indicates whether the Project staffing requirements for the current scheduling period are within, above, below, or far below the defined threshold.
The color-coded icon represents the threshold status of the Project on the calendar. It provides a quick, easy-to-understand overview of how well the Project is understaffed or overstaffed. This visualization allows you to monitor and adjust staffing levels, as required.
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From the Resources Information screen, under the Calculation details tab.
View the staffing status of Project queues for a specific campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads., which indicates whether the Project is sufficiently staffed for the current scheduling period.
Actions to take after viewing Project staffing status
Depending on the status, you can take the appropriate actions:
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If the Project is overstaffed, you can remove shift Work period in WFM that has a definite length. events linked to the Project activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. and work rule.
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If the Project is understaffed, you can add shift events linked to the Project activity and work rule.