The Workforce Management Interface (WMI) provides statistical reports for export to an external Workforce Management (WFM) solution in order to:
- Forecast future call volumes
- Schedule and manage agents
- Manage everyday contact center events to adjust the schedules
- Provide cost and staffing information to the contact center
features
- Provides historical data on Automatic Call Distribution (ACD) for:
- Queue and skills statistics
- Agent productivity
- Provides information periodically through a V24 link or via file transfer using FTP
- Two main formats:
- TCX format
- IEX format
benefits
- Improve contact center administration by enabling historical call volumes to be used for forecasting and patterns for future schedule periods. In particular:
- Forecast future call volumes
- Determine the number of agents needed throughout the day
- Create flexible and efficient agent work schedules
- Automatically assign agents to schedules
- Immediately respond to changes in call patterns and agent availability
- Prepare and analyze “what if” scenarios for budgeting and planning