Track deviations of key operational statistics

For the purposes of intra-day optimization, you need to be alerted of potential problems. To this end, configure campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. rules, which track the deviation of key operational statistics from the forecast, goal, or a specified range of values.

Campaign alert types

To alert you of problems, you can configure three types of campaign alerts:

Actual statistics vs. goal: Allows you to compare the actual service level Set percentage of interactions in WFM that are handled in a defined unit of time. or average speed to answer with the respective goal.
Actual statistics vs. forecast: Allows you to compare various different statistics, such as abandons, service level and backlog, with their forecasted values.
Actual statistics out of range: Allows you to compare various different statistics, such as abandons, service level, and backlog, with a value range that you specify.

Before you begin

Procedure

Go to Tracking. Under Notifications, select Campaign Rules.
On the Campaign Alert Rules screen, select Create.
From the Rule drop-down field, select one of the following:
- Actual Statistics vs. Goal
- Actual Statistics vs. Forecast Feature in WFM used to estimate the required resources for a specific scheduling period based on historical data. The data in a forecast includes interaction and work volume, and Average Handling Time (AHT).
- Actual Statistics Out of Range
Complete the remaining fields on the screen, and select Save.
Repeat step 1-step 4 for the remaining campaign alert types.

If a rule is created for a combined queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time., it always applies to all queues in that campaign. The rule applies to all queues, even if the queues linked to that campaign change in the future. If a rule is created for an individual queue, it always applies to each specific queue. The rule applies to each queue, even if the queue is unlinked from the campaign and linked to a new campaign.

What to do next