Create work queue attributes

To create filters for work queues, define the work queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. attributes and their values.

Procedure 

1. Go to Work Administration. Under Work Queues, select Work Queue Attribute Definition.

2. From the left pane, select the organization for which you want to create the work queue attribute.

3. Select Create.

4. On the Work Queue Attribute Definition screen, complete the fields.

5. If you selected Drop down list from the Type field:

   1. Under Distinct Drop Down Values, select Add and enter a value for the drop-down list.

   2. To add another value, select Add again and enter the value.

   3. To add more values, repeat step b.

6. Select Save.

   The new work queue attribute appears on the Work Queue Attribute Definition screen.

What to do next 

Select work queue to set attributes

Related topics 

Work queue attribute definition fields