Viewing data for multiple queues
Viewing multiple queues together allows you aggregated view of the data, and if viewing up to eight queues, compare the performance of those queues side by side. If a queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. is having performance issues, it shows up when compared with the other queues.
An aggregated chart shows the combined data for each statistic in the selected statistic view. This chart can be expanded, when you have selected eight queues or less, to show the individual performance data for each queue on the chart. Selecting any point on a line on the chart displays the individual value for that statistic.
All data in the summary table, grid and in the details pane for the selected queues is aggregated.
Viewing service goal data for multiple queues
When you view multiple queues in Queue Analytics Feature in Workforce Management that tracks Queue data. Queue Analytics can show the Actual vs. Forecasted metrics., the combined average figure for the service goals Goals in WFM that allow determining how quickly work should be handled, including service level, Average Speed to Answer (ASA), and deadline goals. shown, represents all the queues selected. This average includes any queues where you have not submitted a service goal.
Viewing Headcount Staffing data for multiple queues
When you select multiple queues, Queue Analytics does not sum up any Headcount Staffing statistics. Not summing Headcount Staffing data prevents any misleading figures being provided to users.
For other statistics dependent on Headcount Staffing:
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Net Staffing: no data is shown for multiple queues when the Net Staffing calculation is based on Headcount Staffing.
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Occupancy: as aggregating Occupancy data depends on Headcount Staffing, then no data is shown for Occupancy when multiple queues are selected.