Create project work queues

Set up one or more project queues, and one queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. that is not a project work queue (such as an Operations or Email work queue).

Procedure 

1. Go to Work Administration. Under Work Queues, select Settings.

2. Select Create work queue.

3. On the Work Queue Settings screen, complete the fields.

4. In the Media field, select Project Instance of the Speech and Text Analytics application that supports a different language or Line of Business (LOB)..

5. Save your changes for the project work queue.

6. For every project queue you want to create, repeat step 2-step 5.

7. Create at least one work queue that is not a project work queue.

   For example, set the Media field to Operations or Email.

What to do next 

Create project activities

Related topics 

Create a normal work queue

Work queue settings