Link queues to a scheduling period

Link work queues to a scheduling period. The work queues must belong to the organizations that are linked to the scheduling period. Each work queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. can only be linked to one campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. in a specific scheduling period.

A scheduling period targets a specific workload. Work queues represent demand. They help us predict workload by multiplying the volume of customer interactions by their expected handling time. Therefore, once you set up scheduling periods, you need to link the relevant work queues to them.

Before you begin 

• For weekly scheduling periods: Configure general settings and hours of operation

• For monthly scheduling periods: Create monthly campaign and scheduling period

Procedure 

1. Go to Forecasting and Scheduling. Under Campaigns, select Queues.

2. Under Campaign Name, expand the campaign and select the scheduling period to which you want to link a work queue.

   Under Campaign Queues, the system displays any existing queues linked to the selected scheduling period.

3. To add a queue to the scheduling period, select Add Queue to Scheduling Period.

4. Select the queues you want and select Add Selected Queues.

   After you select Add Selected Queues, the system immediately adds the queues to the scheduling period. You do not need to click Save to add them.

   If no queues appear in the list, verify that the work queues you want to link belong to the same organizations that are linked to the scheduling period.

5. If needed and relevant, modify the values of the Net Staffing fields and the Skill field for the recently added queue.

   For skill Defined level of knowledge that an employee needs in order to handle a defined workload in WFM.-based scheduling periods, enter a skill in the Skill field. Associate each work queue with a skill so that the scheduling engine knows which employees can service the workload.

6. Select Save.

   To remove a linked queue, select it and select Remove Queue from Scheduling Period.

What to do next 

Optional: Set up work rules for a specific scheduling period

Or

Link employees to the scheduling period

Related topics 

Campaign queue settings