Overview In the Deploying Workforce Management for Cisco Unified Workforce Optimization (WFM) class, learners will find out how to install and integrate WFM with Cisco Unified Contact Center Express (CCX). In addition, learners will hear about how WFM uses historical data from Cisco Unified CCX to create forecasts that will ultimately be used to generate work schedules for a contact center’s agents. This course also covers supervisor and agent functions, monitoring trends and agent adherence, reporting, maintenance activities, and problem resolution.
Pre-Requisites
The knowledge and skills that a learner must have before attending this course are as follows:
- Working knowledge of Microsoft Windows Server 2003
- Familiarity with Microsoft SQL Server 2005
- Familiarity with automatic call distributor (ACD) operations
- Working knowledge of Cisco Unified Contact Center Express (CCX)
- Basic understanding of workforce management principles or call center operations, such as forecasting and scheduling
Next Course Dates
Dates available on request. Please contact us
More Information
This course is designed for:
- Cisco Channel Partners who sell and implement WFM
- Cisco customers who implement and use WFM
Upon completing this course, the learner will be able to meet these overall objectives:
- Describe how Cisco Unified WFO and WFM help contact centers be more efficient and productive
- Describe how to configure your environment and install WFM
- Configure WFM for your contact center by configuring users and other components of WFM
- Create and edit forecasts and calculate their accuracy
- Perform what-if analysis
- Describe how to use the supervisor interface to create schedules
- Create schedules for multi-skilled agents
- Monitor trends
- Generate reports
- Describe how to configure the agent interface and how to use the agent interface to display productivity data and to request schedule changes
- Describe how to maintain, troubleshoot, and upgrade WFM
Introduction to WFM
- Defining and Describing Cisco Unified WFO
- Deploying, Sizing, and Licensing WFM
WFM Installation
- Describing WFM Hardware and Software Requirements
- Configuring Your Software Environment Before You Install WFM
- Installing WFM
WFM Configuration
- Configuring Users, Views, and Agents
- Configuring System-Level Defaults and Individual Preferences
- Configuring Call and Email CSQs
- Configuring CSQ Mappings
- Merging Historical Data
- Entering Data Manually
- Configuring Work Shifts, Work Shift Rotations, and Work Conditions
- Configuring Exception Types
- Configuring Projects
Forecast Management
- Describing Forecasting
- Obtaining and Using Historical Data
- Generating and Adjusting Distributions
- Managing Special Events, Firm Dates, and Closed Days
- Generating and Adjusting Forecasts
- Calculating Forecast Accuracy
What If Scenarios
- Describing What-If Scenarios
- Estimating Resource Requirements
- Managing Distribution Scenarios
- Managing Forecast Scenarios
Schedule Management
- Generating Schedules
- Estimating Schedule Coverage and Scheduling Nonservice Activities
- Trading and Copying Schedules
Multi-Skill Agent Queuing
- Identifying and Differentiating Routing Configurations
- Configuring MSAQ Parameters
- Displaying and Refining MSAQ Results
Trend-Monitoring Tools
Report Management
Agent Functions
- Managing Agent Preferences
- Displaying Productivity and Statistics Data
- Requesting Exceptions and Schedule Trades
Maintenance and Troubleshooting
- Maintaining and Troubleshooting WFM