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.

• 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