Queues¶
This section presuppossssssssses the synchronisation of queues from Daktela with Daktela WFM.
Queue's Detail¶
| Field | Description |
|---|---|
| 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 |