Source of statistics in Queue Analytics
Queue Analytics Feature in Workforce Management that tracks Queue data. Queue Analytics can show the Actual vs. Forecasted metrics. displays statistics for each media type and queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time.. The available statistics depend on whether the scheduling period is in skills or non-skills mode. It also depends on whether you are using a single or multiple queue setups.
Queue Analytics collects your contact The entire communication experience for a customer, from beginning to end. center data throughout the day from your ACD. It then compares your actual performance with forecast and required values. This comparison allows you to analyze your performance and apply corrections as needed.
Non-skilled scheduling period with a single queue