Define a statistics view

A view is a group of statistics that are displayed together on the Queue Analytics Feature in Workforce Management that tracks Queue data. Queue Analytics can show the Actual vs. Forecasted metrics. screen. Views allow you to create groups of the most meaningful statistics to you, and see them together in one place. You can create multiple views, with different combinations of statistics, which are selectable from the Queue Analytics screen. The groups you create can be made private, so only you can use the view, or public so they are available to others users.

There are multiple statistics available for each queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time., some of which depend on the media type of the queue. For each statistic, several display options are available.

Procedure

Go to Forecasting and Scheduling. Under Workforce Analytics, select Queue Analytics.
From the View menu, select New Statistics View.
Complete the Name and the optional Description fields.
Set the sharing options for the view, then select Next.
- To make the view only available to you, select Private.
- To make the view available to others in your organization, select Shared.
Select the statistics to include in the view, then select Next.

Selecting the parent node of a statistic, selects all display options for that statistic. Expand the node for a statistic to select specific display options.
If you want to change the order the statistics appear on the screen, use the filter to sort, or drag and drop the statistics into place. When you are happy with the order and the statistics chosen, select Create View.