Calendar Queue Ribbon Color Configuration parameters
When configuring the threshold for the Project Instance of the Speech and Text Analytics application that supports a different language or Line of Business (LOB). queues, set the parameters that define the tolerance percentages for the required staffing of Project queues.
These parameters are set in:
Organization Management Module in WFO that allows administrators to set up different hierarchies to manage users from a single, unified, Web interface., Hierarchies, Organization Settings, Calendar Queue Ribbon Color Configuration
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Parameter |
Description |
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Project queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. above requirements tolerance (%) |
Defines the percentage above which the staffing for the Project is considered to be above the required value. |
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Project queue below requirements tolerance (%) |
Defines the percentage below which the staffing for the Project is considered to be below the required value. |