Streams Overview
Streams represent the data associated with different 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. Streams must be assigned to only one Organizational Unit and one Contact Group. Stream data is used in forecasting and scheduling.
Some organizations use Virtual Streams. A Virtual Stream is used in skills-based scheduling environments when agents assigned to an Organizational Unit handle calls from Streams belonging to Contact Groups other than their primary Contact Group.
Stream Profiles
Stream Profiles provide additional information about how a Stream's data is used by inContact WFMv2. You must create one or more Stream Profiles before you create Streams.
Stream Data
You can view Stream data and edit it if necessary to make it more accurate for forecasting purposes. Data can be edited on any aggregate level. For example, if you edit data at the Day level, the ratio by which you change the daily total will be applied equally to the Interval level data.
You can graph Stream data for a visual approach to analyzing the information. Graphs can be refined as needed, then printed or downloaded in one of the following formats:
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Adobe PDF
You can also upload Stream data when needed. For example, you may have data from a source that is not integrated with inContact WFMv2, perhaps for a non-voice channel such as chat or email, or you may have data from a previously-used ACD that is still relevant for use in forecasts.