Workflow: Set up work queues for multi-site operations

Create distributed or virtual parent work queues for multi-site operations. After creating the parent queues, map child queues to them.

In multi-site operations, multiple physically separate sites share a workload. The data is then combined into a summary (or parent) work queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time.. You can create either distributed or virtual queues as the parent queues for multi-site operations. You then need to map normal or process child queues to the parent queue.

Before you begin 

Workflow: Set up normal work queues or Create a process work queue

Workflow 

1. Create a distributed or virtual work queue

   Create a distributed or virtual parent work queue for multi-site operations.

2. Edit work queue to map child queues to parent queues

   To begin the process of mapping child queues to parent queues, select to edit the work queue.

3. Edit work queue to map child queues to parent queues

   Map child queues (normal or process queues) to the parent queue (distributed or virtual).

Related topics 

Workflow: Set up normal work queues

Create a process work queue