Track volume, status, and history of work items

You can track and update the status of work items for Operations. You can also view the history of work items.

Before you begin

Generate a schedule for Operations

Procedure

Go to Tracking. Under Tasks, select Volumes.
From the left pane, select the employees linked to the queues you want to track, and select View.
For each queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. under the Work Queue column, view the value in the Inventory field.

This value indicates the net total outstanding work (backlog) for the selected work queue.
To add new arriving work items, enter this value in the Arrival field for the relevant queue, and select Refresh.

When you enter a value in this field, it is added to the current value in the Inventory field. The arrivals get transformed into volumes through an Integration Server adapter.
To indicate the number of items currently being worked on by employees, enter this value in the Check-out field for the relevant queue, and select Refresh.

When you enter a value in this field, it is subtracted from the current value in the Inventory field. It is then added to the current value in the WIP (Work in Progress) field.
To indicate the number of items that are done by employees, enter this value in the Check-in field for the relevant queue, and select Refresh.

When you enter a value in this field, it is subtracted from the current value in the WIP (Work in Progress) field.
Under Tasks, select History.
From the left pane, select the employees for which you want to view work history and select View.
View the history of the volume of work items for each event type for each queue: Arrival, Check-out, and Check-in.

For example, you can view the number of items that were checked in for a specific queue on a specific date.