Project queue status fields

When viewing the Project Instance of the Speech and Text Analytics application that supports a different language or Line of Business (LOB). status for a specific queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time., the fields under the Project tab indicate whether Projects have sufficient staffing for the current scheduling period.

Field

Description

Projects

Indicates the number of Projects in the current scheduling period, out of the total number of Projects defined for the selected queue (in other scheduling periods).

Staffed

Indicates the number of hours in the current scheduling period that the Project is scheduled (staffed).

Sort by

Allows you to sort the list by Project name or staffed hours.

Project name

Specifies the name of the Project.

Staffed hours / Total required hours

Indicates the number of hours that are scheduled for the Project in the current scheduling period, out of the total number of required hours.

Tolerance icon

Indicates whether the currently scheduled hours for the Project are within, above, below or far below the defined tolerance level threshold for staffing the Project.

Note the following about the icons:

  • The tolerance level thresholds for Project queues are defined in Organization Settings (under Calendar Queue Ribbon Color Configuration).

  • The colors that represent the thresholds are defined in Preferences (under Workforce Management, Forecasting and Scheduling Calendar).

  • The symbols within the icons indicate whether the threshold level is within, above, below or far below the defined tolerance level threshold.

Scheduled hours in Hours or Day views

Indicates the time frame in a framed, color-coded box during which Projects can be scheduled during the current scheduling period. The time frame is defined by the forecast for the Project queue in the Forecasts module.

The shaded part of this box is the time during which Projects have already been scheduled for at least one employee during the current scheduling period.

The color of the box around the time frame is the same color as the threshold icon (defined in Preferences, under Workforce Management).

Scheduled hours in Week or Period views

Indicates the number of hours per day that are currently scheduled for the Project in the current scheduling period.

In Week view, if you expand a day to open it in Hours view, you can view the scheduled hours as it is displayed in Hours or Day views.

Related topics 

View Project queue status

Example: Viewing Project queue threshold status