Workforce Management

Note

A WFM integration license specific to each connection is required.

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.

AnywhereNow 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

Install the plugin, see: Install Workforce Management Plugins