Distributed queue
There are specific statistics displayed for 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..
|
Statistic |
Required |
Forecasted / Predicted |
Actual |
|---|---|---|---|
|
Abandons (Abandoned calls) |
Does not exist. |
Sum of the forecasted abandons from the subqueue or the combined queues in the subcampaigns. |
Sum of the abandons from the subqueue delivered by the ACD. |
|
AHT |
Same as a normal queue. |
Call weighted average of the subqueues' forecasts. |
Call weighted average of the subqueues from the ACD. |
|
ASA |
Call weighted average of the required ASA from the combined queues in the subcampaigns. Only available at the combined level in non-skilled scheduling periods. |
Call weighted average of the forecasted ASA from the subqueue or the combined queues in the subcampaigns. |
Call weighted average of the subqueues from the ACD. |
|
Backlog |
Does not exist. |
Sum of the forecasted backlog from the subqueue or the combined queues in the subcampaigns. |
Sum over all the subqueues from the ACD. |
|
Volume |
Does not exist. |
Sum of the subqueues' forecasts. |
Sum over all the subqueues from the ACD. |
|
Full-Time Equivalents |
Sum of the required FTEs from the subqueue or the combined queues in the subcampaigns. |
Sum of the forecasted FTEs from the subqueue or the combined queues in the subcampaigns. |
Sum over all the subqueues from the ACD. |
|
Net Staffing |
Does not exist. |
Not available. |
Does not exist. |
|
Occupancy |
Does not exist. |
Not available. |
Not available. |
|
Service Level |
Call weighted average of the required service levels from the subqueue or the combined queues in the subcampaigns. |
Call weighted average of the forecasted service levels from the subqueue or the combined queues in the subcampaigns. |
Call weighted average of the subqueues from the ACD. |
|
Headcount Staffing |
Does not exist. |
Not available. |
This value is only available from the staffing calculator. |
|
Dedicated Staffing |
Does not exist. |
Not available. |
Does not exist. |
|
Volume Handled |
Does not exist. |
Exists (calculated as Forecasted Volume - Forecasted Abandonment). |
Comes from the ACD. |
Non-skilled scheduling period with a single queue