Subordinate data sources
Subordinate data sources are relevant for environments where employees have more than one ACD ID, and each ACD ID represents a different set of skills.
These data sources are not relevant for environments where employees only have one ACD ID, but switch between skills. For these sites, employees are reskilled for small blocks of time or even for a few days. Supervisors log into an ACD interface, and manually turn on and off employee skills to control the calls that are routed to employees.
Subordinate data sources in Contact Center and Back-Office environments
For contact The entire communication experience for a customer, from beginning to end. center environments, subordinate data sources accommodate employees who have multiple ACD log on IDs for each of their queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. hopping activities.
For back-office environments, subordinate data sources accommodate employees who have multiple processing system ID logins.
Subordinate data sources have own activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. mappings
When you assign a data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. to an employee, you can specify which subordinate data source is being assigned. These subordinate data sources have their own activity mappings, which act as overrides to the primary activity mapping.
Adapters and interfaces for Streaming Time Collection and Historical Time Collection use the ACD logon ID to determine which subordinate data source to use. They also figure out the mappings for the activity to be used for the time entry.
If you use a subordinate data source, Scorecards only pulls data from the primary ACD ID.