Workflow: Generate a schedule for Operations queues

Specific setup and features are used when generating a schedule for Operations queues.

Workflow

Create queues for Operations

For Operations, create a root work queue. Then, create more queues to which work items are distributed from the root queue.
Define and manage volume for Operations queues

Using the Volume Capture Tool (VCT), define the distribution of work between the root queue and the additional queues used for Operations. The queues are linked together (called Linked Queue Forecasting or LQF), and work is distributed according to your defined requirements.
Create activities for Operations

Create activities that are based on the Operations media, enabled for Work Queue Hopping, and are linked to the Operations queues you created.
Create shift events for Operations

Set up shift events based on an Operations-based activity.
Create shifts and work patterns for Operations

Create a shift based on the None activity, and link the shift events to the shift. Then, create a work pattern and add the shifts. Finally, link the employees to the work pattern.
Create a campaign and scheduling period for Operations

Create a campaign and scheduling period, and link queues and employees to the scheduling period.
Create forecast for Operations root queue

Create a forecast for an Operations root queue.
Set deadline goals for Operations

As an alternative to service level, set deadline goals for your Operations queues. A deadline goal aims to complete a work item that arrives during a certain interval by a set time of day. Deadline goals can be set up to one year in advance.
Generate a schedule for Operations

Generate a schedule for the Operations queues you created. Make sure to enable Linked Queue Forecasting before generating the schedule.
Track volume, status, and history of work items

You can track and update the status of work items for Operations. You can also view the history of work items.