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Frameworx Application: Center Force & Queue Management

Category: (3) TAM Application Type

Application Identifier: 5.22.2.3

Maturity Level: 4

Overview

Center Force & Work Queue Management 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").

Functionality

Supported Business Services

(3) TAM Application Type Center Force & Queue Management

Appears on these diagrams:

Issues

  • Application Framework 13.0 Addition

Frameworx Domains (Horizontal)


This was created from the Frameworx 16.5 Model


Created from the TM Forum Model Frameworx 16.5 on 12/13/2016 at 16:43