Category: (3) TAM Application Type
Application Identifier: 5.22.2.3
Maturity Level: 4
Center Force & Work QueueManagement administers work center workforce and associated skills-based work assignments. It addresses scheduling, work distribution/assignment and planning for current and forecasted center work-loads.Center Force & Work Queue Management also addresses work queuing and work assignment received from various channels including incoming calls, email, and back-office/front-office work distribution and queuing. Work Queuing can be on-line (active customer contact) or off line (no customer "on the line").