Forecasting and Scheduling queue mapping
Forecasting and Scheduling queues can be mapped to an organization manually or automatically, using the web application.
These mappings are required to relate queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. data originating from ACDs and the Forecasting and Scheduling Scheduler, to organizations.
Although queues within Forecasting and Scheduling are mapped to campaigns, the concept of campaigns is not used in Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement.. Instead, when adding activities, organizations and queues, you must map all relevant queues to the appropriate organizations so that the queue data can be aggregated meaningfully in Organizational KPIs. Any combination of data is a weighted average.
To display the list of Forecasting and Scheduling queue mappings, from the Framework portal Home page or main UI access point for all WFO applications., point to Integration Management. Under Scorecards Sources, click F&S Queue Mappings.
On the F&S Queue Mappings page, each row represents a mapping between one organization and one or more queues.
|
Field |
Description |
|---|---|
|
Organization Name |
Name of the organization you would like to map to queues. |
|
Queues |
Names of queues, separated by commas. |
|
Type |
Type of queue mapping Process of mapping data source groups to queues (also known as work queue mapping).: Automatic or Manual. |
From this page, mappings between organizations and queues can be configured manually, or set to automatic.