Workforce Management
Prerequisites
Licensing prerequisites
To connect to a workforce management (WFM) application, you need a WFM connector entitlement for each configured WFM connection, provided through AW303, Workforce Management Connector.
Contact your AnywhereNow representative to confirm whether your subscription includes the required connector.
Introduction
Workforce management (WFM) is the process of optimizing the efficiency of an organization's workforce. This typically involves forecasting, scheduling, data collection and analytics, budgeting, recruiting, field service management, human resource management, training, and performance management.
Dialogue Cloud can be integrated with existing WFM solutions by providing datasets of historic (typically every 15 minutes) and Agent and Skill data. These values are typically needed by the WFM platforms to calculate their Forecasting, Real-Time Adherence and Rostering capabilities.
Currently the supported WFM platforms are:
-
Verint
-
Teleopti (by Calabrio).
Next Steps
Request the specific plugin through Formerly known as Partner Portal. A redesigned web portal for managing Dialogue Cloud deployments., see: Install Workforce Management Plugins