Virtual queue

There are specific statistics displayed for 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..

Statistic

Required

Forecasted / Predicted

Actual

Abandons (Abandoned calls)

Same as a normal queue.

Same as a normal queue.

Sum of the abandons from the subqueue delivered by the ACD.

AHT

Same as a normal queue.

Same as a normal queue.

Call weighted average of the subqueues from the ACD.

ASA

Same as a normal queue.

Same as a normal queue.

Call weighted average of the subqueues from the ACD.

Backlog

Same as a normal queue.

Same as a normal queue.

Sum over all the subqueues from the ACD.

Volume

Same as a normal queue.

Same as a normal queue.

Sum over all the subqueues from the ACD.

Full-Time Equivalents

Same as a normal queue.

Same as a normal queue.

Sum over all the subqueues from the ACD.

Net Staffing

Does not exist.

Same as a normal queue.

Does not exist.

Occupancy

Same as a normal queue.

Same as a normal queue.

Not available.

Service Level

Same as a normal queue.

Same as a normal queue.

Call weighted average of the subqueues from the ACD.

Headcount Staffing

Same as a normal queue.

Same as a normal queue.

This value is only available from the staffing calculator.

Dedicated Staffing

Same as a normal queue.

Same as a normal queue.

Does not exist.

Volume Handled

Does not exist.

Exists (calculated as Forecasted Volume - Forecasted Abandonment).

Comes from the ACD.

Related topics 

Non-skilled scheduling period with a single queue

Non-skilled scheduling period with multiple queues

Skilled scheduling period

Distributed queue