View Project queue status

You can view the staffing status of Project Instance of the Speech and Text Analytics application that supports a different language or Line of Business (LOB). queues for a specific campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. under Statistics for Projects. The staffing status of the Project queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. indicates whether the Project is sufficiently staffed for the current scheduling period.

Before you begin

Configure Project queue threshold status

Procedure

Go to Forecasting and Scheduling. Under Calendar, select Calendar.
Select a campaign, scheduling period, and Project queue for which you want to view staffing requirements for Projects for the current scheduling period.

You must select a Projects queue to view the status of Projects scheduled for that queue. In addition, you can only view Project queue statuses for a specific campaign. You cannot view them in no campaign mode.
From Statistics, select Projects.

Under the Projects tab at the bottom of the screen, each Project and details about its staffing status are listed for the selected queue.
Under the Projects tab, find the name of the Project you want.
Next to the Project name, view the number of hours that are currently scheduled for the Project in the current scheduling period, out of the total number of required hours for the Project.
Next to this ratio, view the icon, representing the tolerance threshold of the current state of staffing for the Project.
Determine the next step:
- To view staffing information about Projects that have been scheduled on an hourly basis for a specific day, select the day and then Hours or Day.
  
  The system displays the time frame in a framed, color-coded box during which Projects can be scheduled during the current scheduling period. 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.
- To view staffing information about Projects that have been scheduled for a specific day during a week or the whole scheduling period, select the day and then Week or Period.
  
  The system displays the number of hours each day that is currently scheduled for the Project in the current scheduling period.
Based on this information, determine the next step:
- If the staffing for the Project is above the tolerance threshold, you can remove specific 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 from the schedule for the current scheduling period.
- If the staffing for the Project is below the tolerance threshold, you can add specific shift events linked to the Project activity and work rule to the schedule for the current scheduling period.