Viewing queue data in no campaign mode
No campaign mode Mode of working in WFM where you work on schedules for a specific campaign and scheduling period. allows you to view the data for one or more queues over a specified date range. You are not restricted to viewing only scheduling periods and queues associated with a campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads..
In Queue Analytics Feature in Workforce Management that tracks Queue data. Queue Analytics can show the Actual vs. Forecasted metrics., there are a few differences between working in campaign and no campaign mode. When working in no campaign mode:
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All queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. data is shown in the user timezone
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Trends are not available
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Reforecast is not available
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Working Hours Only is not available
Before you begin
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Create a statistics view, which defines the statistics displayed on the Queue Analytics screen.
Procedure
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Go to Forecasting and Scheduling. Under Workforce Analytics, select Queue Analytics.
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From Campaigns, select No Campaign.
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From Queues, select a single queue or multiple queues to track.
All the queues you have permissions for, are available for selection.
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From Dates:
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From Period, select the predefined time frame you want (for example, Today, Tomorrow, Next Week).
The system automatically updates the Start and End fields according to your selection.
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To select a specific date range, select Custom and set the date range you want in the Start and End fields.
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From the View menu, select the statistics view to display.
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From the Display Options, select what elements to add to the screen.
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Data: display the data as numbers in table form.
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Summary: displays a summary view of the selected statistics for the campaign.
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Use the Day/Week/Period view selector to choose the zoom level for the data.