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Description

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.

Objectives

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

    Describe how Cisco Unified WFO and WFM help contact centers be more efficient and productive
    Describe how to configure your environment and install WFM
    Configure WFM for your contact center 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

Prerequisites

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

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 functional support personnel.

 
Course Outline

    Module 1: Introduction to Workforce Management
        Lesson 1: Defining and Describing Cisco Unified WFO
        Lesson 2: Deploying, Sizing, and Licensing WFM
    Module 2: WFM Installation
        Lesson 1: Describing WFM Hardware and Software Requirements
        Lesson 2: Configuring Your Software Environment Before You Install WFM
        Lesson 3: Installing WFM
    Module 3: WFM Configuration
        Lesson 1: Configuring Users, Views, and Agents
        Lesson 2: Configuring System-Level Defaults and Individual Preferences
        Lesson 3: Configuring Call and Email CSQs
        Lesson 4: Configuring CSQ Mappings
        Lesson 5: Merging Historical Data
        Lesson 6: Entering Data Manually
        Lesson 7: Configuring Work Shifts, Work Shift Rotations, and Work Conditions
        Lesson 8: Configuring Exception Types
        Lesson 9: Configuring Projects
    Module 4: Forecast Management
        Lesson 1: Describing Forecasting
        Lesson 2: Obtaining and Using Historical Data
        Lesson 3: Generating and Adjusting Distributions
        Lesson 4: Managing Special Events, Firm Dates, and Closed Days
        Lesson 5: Generating and Adjusting Forecasts
        Lesson 6: Calculating Forecast Accuracy
    Module 5: What-If Scenarios
        Lesson 1: Describing What-If Scenarios
        Lesson 2: Estimating Resource Requirements
        Lesson 3: Managing Distribution Scenarios
        Lesson 4: Managing Forecast Scenarios
    Module 6: Schedule Management
        Lesson 1: Generating Schedules
        Lesson 2: Estimating Schedule Coverage and Scheduling Nonservice Activities
        Lesson 3: Trading and Copying Schedules
    Module 7: Multi-Skill Agent Queuing
        Lesson 1: Identifying and Differentiating Routing Configurations
        Lesson 2: Configuring MSAQ Parameters
        Lesson 3: Displaying and Refining MSAQ Results
    Module 8: Trend-Monitoring Tools
        Lesson 1: Monitoring Trends
    Module 9: Report Management
        Lesson 1: Generating Reports
    Module 10: Agent Functions
        Lesson 1: Managing Agent Preferences
        Lesson 2: Displaying Productivity and Statistics Data
        Lesson 3: Requesting Exceptions and Schedule Trades
    Module 11: Maintenance and Troubleshooting
        Lesson 1: Maintaining and Troubleshooting WFM

Lab Outline

    Lab 3-1: Creating and Configuring WFM Users
    Lab 3-2: Configuring System Defaults and Preferences
    Lab 3-3 Configuring CSQs and CSQ Mappings
    Lab 3-4: Configuring Work Shifts and Work Conditions
    Lab 3-5: Creating Exception Types
    Lab 3-6: Creating a Project
    Lab 4-1: Generating a Distribution
    Lab 4-2: Generating a Forecast
    Lab 5-1: Creating What-If Scenarios
    Lab 6-1: Generating a Schedule
    Lab 6-2: Maintaining a Schedule
    Lab 7-1: Scheduling Multi-Skilled Agents
    Lab 8-1: Trend Monitoring
    Lab 9-1: Reporting
    Lab 10-1: Performing Agent Functions Using My Page