A workload history aggregates all the historical omni-channel data that you specify. When you create an intelligent forecast later, it makes predictions based on data in a workload history.
Workforce Engagement Analyst AND Workforce Engagement Planner
A workload aggregates historical omni-channel data. Workload data is aggregated at the hourly level and can be viewed at hourly, daily, weekly, or monthly intervals.
For Omni-Channel queue-based routing workflows:
From the App Launcher, open Workloads, and then click New.
Select one or more queues from the list, and then click Next. The list shows the service channel, member count, and throughput for the past 30 days for each queue.
Select whether to use all historical data or filter historical data, and then click Next. If you filter the historical data, define the filter conditions to include in the workload.
Enter a workload name.
Select a Workload History End Date. The end date must be a Saturday to ensure complete weeks of data.
Enter the number of weeks of historical data to aggregate.
Select a service territory. The service territory determines the time zone used for workload data and related forecasts.
Select an Aggregation Date & Time field. This field determines which AgentWork date and time field is used to aggregate workload data.
Save your changes.
After the workload is created, data aggregation begins automatically. To monitor processing and view aggregated workload data after aggregation is complete, open the workload.
Adjust Your Workload Data Want to clean up your workload to produce a more accurate intelligent forecast? Change, replace, or remove workload data with an adjustment.
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