Multi-site scheduling
The WFM application supports multi-site operations that share calls, but do not have a virtual environment. This capability allows you to create centralized forecasts and distributed schedules. Typically, a multi-site environment uses a static call allocation that can vary throughout the day. It can be adjusted to compensate for variations in the original plan.
Virtual and distributed campaigns
There are two types of campaigns supported by multi-site operations:
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Virtual campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads.: All sites handle the workload. Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. are routed dynamically wherever employees are available. Only certain types of ACDs support dynamic distribution, such as Cisco, Genesys, Avaya BSR, and Look Ahead Interflow. You can only add a virtual queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. to a stand-alone campaign. Campaigns that are subcampaigns or that have subcampaigns cannot have virtual queues.
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Distributed campaign: Workload is allocated among the sites regardless of employee availability. A pre-determined percentage of interactions is routed to each site in each interval. Distributed campaigns have main or parent campaigns, and subcampaigns associated with the main campaigns.
When scheduling a 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., the scheduling engine schedules shifts for all subcampaigns to best meet the distributed campaign's forecasts, and returns the recommended allocation. Forecasted service levels are not generated when scheduling a distributed campaign. To forecast service levels for these campaigns, select to generate or analyze a schedule, or recalculate statistics at the subcampaign level.
Virtual and distributed queues are parent queues
In both virtual and distributed campaigns, multiple physically separate sites share a workload. The data can then be combined into a summary (parent) work queue.
You can create either distributed or virtual queues as parent queues. You then need to map normal or process child queues to the parent queue.