Edit work queue to map data source groups to normal queues

In an MT SaaS environment, the tenant administrator cannot create a mapping between data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. groups and normal work queues. The service provider must map queues to data source groups for the tenant.

Before you begin

Create a normal work queue
Verify that data sources have been created.

Data sources are third-party systems that generate employee and device state, and data change events. For each third-party data source, create and configure a corresponding data source in WFO.
Verify that data source groups have been created.

Data source groups represent an external identifier for a segment of work. Data source groups are linked to queues. You can link multiple data source groups to work queues if they have a low volume of work.

Data sources are usually configured during integration by Professional Services. If you want to add a new data source, contact The entire communication experience for a customer, from beginning to end. Professional Services to complete the integration.

Procedure

Go to Work Administration. Under Work Queues, select Work Queue Group Mapping.
From the left pane, select the organization for which you want to map data source groups to normal work queues.
Under Queues, select the normal work queue to which you want to map data source groups.
From the lower right corner, select Edit work queue.

The available data sources are data sources associated with the selected organization and its ancestors.

What to do next