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WFM v8.2 - Deploying Workforce Management for Cisco Unified Workforce Optimization

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Course Length - 4 Days

Description

Deploying Workforce Management for Cisco Unified Workforce Optimization (WFM) v8.2 is a four day, instructor led course about installing, configuring, and using Cisco Unified Workforce Management (WFM). WFM is a software solution for multi-site staff forecasting and scheduling. In this class the student will learn how to install and integrate WFM with the Cisco Unified Contact Center Express (UCCX) product. In addition, the student will learn about how WFM uses historical data from UCCX to create forecasts that will ultimately be used to generate work schedules for a contact centers’ agents. This course also covers supervisor and agent functions, monitoring trends and agent adherence, reporting, maintenance activities, and problem resolution.

You Will Learn

Upon completing this course, the learner will be able to meet these overall objectives:

  • Understand Work Force Optimization and how Work Force Management enables a contact center to be more efficient and productive
  • Understand WFM pre installation requirements and install WFM
  • Configure WFM for your call center
  • Configure users and activate agents
  • Understand the concepts of a CSQ, CSQ mapping, work shifts, work conditions, exceptions, and how they interrelate
  • Generate and adjust forecasts
  • Create and edit schedules
  • Perform intraday functions, such as adding non-production activities to a schedule and trading two agents’ schedules
  • Utilize historical data to calculate forecast accuracy and create forecasts for new CSQs
  • Describe how to use the agent interface
  • Generate reports
  • Perform maintenance activities
  • Describe the basic upgrade processes
  • List common problems and resolutions that may be found in a WFM installation
  • Describe the resources that are available for troubleshooting problems in WFM

Prerequisites

None

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 as follows:

  • Functional support personnel

Outline

  • Introduction to Workforce Management
    • Understanding Workforce Optimization
    • WFM Deployment, Sizing, and Licensing
  • WFM Installation
    • WFM Hardware and Software Requirements
    • WFM Hardware Pre Installation Requirements
    • WFM Installation
  • WFM Configuration
    • Configuring Users, Views, and Agents
    • Configuring System Defaults
    • Configuring Preferences
    • Configuring CSQs
    • Merging Historical Data
    • Configuring CSQ Mappings
    • Configuring Work Shifts and Work Conditions
    • Configuring an Exception Type
    • Configuring Email CSQs
    • Entering Data Manually
  • Forecast Management
    • Overview of Forecast Management
    • Obtaining and Using Historical Data
    • Managing Special Events, Firm Dates, and Closed Days
    • Generating and Adjusting Distributions
    • Generating and Adjusting Forecasts
    • Calculating Forecast Accuracy
  • Schedule Management, Intraday Supervisor And Agent Functions
    • Schedule Management
    • Estimating Schedule Coverage and Scheduling Post-Production Activities
    • Trading and Copying Schedules
    • Monitoring Trends
    • Agent Functions and the Supervisor Inbox
  • Report Management
    • Report Management
  • Maintenance and Troubleshooting