Allocation Profiles Overview
Allocation Profiles are sets of configuration options that define the distribution of workload across an Environment. They can be used when viewing agent requirements as part of the inContact WFMv2 Planning process.
You can create multiple Allocation Profiles, each storing a different configuration. Then, when you view completed requirements runs, you can view the effects of different profiles on the generated requirements. Allocation Profiles offer a convenient way to set up a particular configuration once so that it can be used for multiple requirement runs.
Creating Allocation Profiles requires specific permissions, and you can always edit profiles you created and view the details of those profiles. Separate permissions are required to:
- Edit profiles created by others
- View the details of profiles created by others
- See profiles created by others in the Allocation Profiles list
Allocation Profiles are assigned at the Contact Group level, and can only be assigned to Contact Groups that are associated with a Stream. For any Contact Group, you can only allocate workload to the Organizational Unit associated with the Stream.
If a Contact Group does not appear on the Edit Allocation Profiles page, check the Manage Streams page to be sure the Contact Group does not appear as Unassigned (see Add Streams).
In addition to distributing workload across the Environment, you can also distribute cost. The total cost of handling contacts allocated to an Organizational Unit is reported in the FTE Distribution report accessed from the Strategic Planner page.