Allocations

Allocations Feature in WFM used to manage the forecast and distribution of work across distributed queues. are used to manage the forecast and distribution of work across distributed queues. A distributed queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. is used in campaigns where calls are distributed across multiple sites using a percentage allocation method. This type of queue can only be added to a campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. that has at least one defined subcampaign.

Allocations also allow you to change the forecast for your distributed campaign Type of campaign in WFM where workload is allocated among the sites regardless of employee availability. A pre-determined percentage of interactions is routed to each site in each interval.. Changes made to the forecast are distributed to the subcampaigns based on the percentage allocations set.

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