Defines the name of the work queue.

Optional: Describes the work queue.

Specifies the media for the work queue.

For example: Phone, Email, Fax, Chat, Social Post, Callback, Face-to-Face, Operations, Project.

When creating a Process queue, select a media type of Resolution.

Specifies the type of work queue:

• Normal: Used in regular campaigns, and collects interaction statistics from data source groups. If you do not have a Multi-Site license, all your work queues are Normal queues.

• Distributed: Used in multi-site scheduling, where workload is allocated among the sites, regardless of employee availability. A predetermined percentage of interactions is routed to each site in each interval.

• Virtual: Used in multi-site scheduling, where workload is sent to all sites. Interactions are routed dynamically wherever employees are available.

• Process: Used to identify and define a resolution process, which is a group of linked queues that define a higher-level service goal.

Work queues whose media is Phone Outbound can only be Normal or Virtual work queues.

Specifies the owner organization for the work queue.

Linking work queues to organizations allows administrators to create and maintain the set of work queues that are only relevant to a particular organization.

Work queues created for one organization are also available to the child organizations of the parent organization.

Displays the data source groups that are mapped to the normal work queue.

If you have not yet mapped data source groups to work queues, this field is blank.

NOTE: This field is only relevant to normal work queues. Data source groups can only be mapped to normal work queues.