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WFM: Deploying Workforce Management for Cisco Unified Workforce Optimization v8.8

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.

Course Objectives

After completing this course the student should be able to:

  • Describe how Cisco Unified WFO and WFM help contact centres be more efficient and productive
  • Describe how to configure your environment and install WFM
  • Configure WFM for your contact centre 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 family
  • Monitoring, Diagnostics, and Troubleshooting
  • Describe how Cisco Unified WFO and QM help contact centres be more efficient and productive
  • Describe how to configure your hardware and software environment and install QM.
  • Configure QM for your contact centre
  • Create and edit QM workflows to automate your recordings.
  • Understand how the archiving options are configured.
  • Create, edit and use Evaluation Form Templates.
  • Describe how to maintain, troubleshoot and upgrade QM.

Course Content

  • Install WFM
  • Configure WFM for your call center
  • 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
  • Generate reports
  • Utilise historical data to calculate forecast accuracy and create forecasts for new CSQs
  • Describe how to use the agent interface
  • Describe the resources that are available for troubleshooting problems in WFM

Labs now v9.0!

Target Audience

  • Cisco Channel Partners who sell and implement WFM
  • Cisco Customers who implement and use WFM
  • Functional Support Personnel

Course Duration

5 days

Suggested Pre-requisites

The knowledge and skills that a student 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 Centre Express (CCX) Basic understanding of workforce management principles or call centre operations, such as forecasting and scheduling

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