Map child queues to parent queues

Map child queues (normal or process queues) to the parent queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. (distributed or virtual).

You can only map normal or process queues to distributed or virtual queues. Normal and process queues are child queues, and distributed and virtual queues are parent queues.

Before you begin

Edit work queue to map child queues to parent queues

Procedure

From Available Normal Work Queues, search or select the queue you want to map to the parent queue, and select Assign right.

The child queue now appears under Mapped Work Queues.
Optional: To remove a mapped work queue, select it from Mapped Work Queues and select Assign left.

The child queue now appears under Available Normal Work Queues.
Select Save Mapping.

On the Queues screen, the child queues appear for the parent queue under Parent Queue Mapping.