Queues

An Automatic Call Distribution (ACD) queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. allows contact The entire communication experience for a customer, from beginning to end. centers to keep customers on hold until someone is available to take their call. To record a queue rather than a specific employee, complete the following tasks.

Workflow 

1. Create a Phone Data Source—see Create a phone data source. Set the Seating Arrangement to Free.

2. Create a member group—see Create a collection data source for gateway recording. Assign the member group extensions under Group Members.

3. Add phones with both primary and secondary extensions—see Create and edit phones/extensions.

4. Create a Data Source Group—see Create data source groups. Enter the queue number as the Data Source Group Name. As the Type, select ACD Queue DN (QDN).

5. In Enterprise Manager, click Employee > Profiles. Locate the Data Source created in step 1, then enter the Employee ID in the corresponding field. Click Save.

Related topics 

Recorder reference