Queues
This section presupposes the synchronisation of queues from Daktela with Dakela WFM
Queue’s Detail
Queue’s detail | |
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Type | Select the specific queue or queues you want to synchronise with your workplace |
Call Centre | Select the specific call centre you’d like to synchronise this queue with |
State | Ready: Queue is ready for use Locked: Queue is locked and you need to wait for the operation to complete Calculating: The recalculation is in progress |
Active | Allow if it’s currently active and an employee can use it |
Category | Select a category or categories that are relevant to this queue(s) |
Name | Enter the name of the queue(s) you’ll use within your workplace |
Country | Select the country where this queue(s) are used |
Max History Date | Specify the period from which you would like to import all data from the selected queue(s) |
Minimum Number of Operators | Enter the minimum number of operators who can use this queue(s) |
Description | Describe the purpose of this particular synchronisation |
Skills | Select skills that are required in order to use this queue(s) |
Effectivity | The amount of time an employee spends on calls within a 15-minute period and the amount of time spent on administrative tasks For example, if you set it to 70%, it means that an employee spends 10.5 minutes on calls and the remaining 90 seconds on administrative tasks within that time frame |