• All Files

 

inContact WFMv2 Administration > Organizational Settings > Streams > Edit Streams

Edit Streams

Required Permission — iWFM Permissions>Contact Centers>Streams>Edit

OverviewClosed

Streams represent the data associated with various contact types, such as outbound, chat, email, and so forth. For call traffic, they are typically the same as the skills, VDNs, or gates in your ACD.

This topic explains how to edit Streams in inContact WFMv2.

For more information, see Streams Overview.

  1. Click WFOWFMv2 PortalContact Centers Streams.
  2. If you only have one Environment, skip to the next step. Otherwise, use the Environment drop-down list to select the correct Environment.
  3. Click the Edit icon for the Stream you want to edit.
  4. Revise the values as needed. The next three steps discuss fields that are only available on the Edit Streams page.
  5. For ACD Profile, select a value from the drop-down list of ACD Profiles for this Environment. This setting does not apply to non-ACD Streams.
  6. For Handling Time Units, select a value from the following drop-down list: Seconds, Minutes, or Hours. This setting specifies the time unit for determining average handling time (AHT).
  7. For ACD Queue, select a value from the drop-down list of queues associated with the selected ACD. This setting does not apply to non-ACD Streams.
  8. Click Save Stream.