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Description
Deploying Workforce Management for Cisco Unified
Workforce Optimization (WFM) v8.3 is a four-day, instructor-led course
about installing, configuring, and using Workforce Management (WFM).
WFM is a software solution for multisite staff forecasting and
scheduling. In this 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. Objectives
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
Prerequisites
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
Who Should Attend
The primary audience for this course is as follows:
- Cisco Channel Partners who sell and implement WFM
- Cisco customers who implement and use WFM
The secondary audience for this course is functional support personnel.
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