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 Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time..
Before you begin
Create a distributed or virtual work queue
Procedure
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Go to Work Administration. Under Work Queues, select Parent Work Queue Mapping.
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From the left pane, select the organization for which you want to map child queues to parent queues.
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Under Queues, select the parent queue you want.
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From the lower right corner, select Edit work queue.
On the Work Queue Mapping screen, only the individual queues that have not yet been mapped to a campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. appear.
What to do next