Cisco Systems none manual Capturing Historical Call Data, Overview

Capturing Historical Call Data

Overview

The WFM forecasting feature uses your contact center’s historical call data to estimate future call volume and scheduling requirements. The Workforce Management OOC Service retrieves data automatically every 30 minutes, starting from the time you installed WFM.

If you want to use historical call data from the time before you installed WFM, you must complete the procedures in this chapter to capture the data manually.

For more information about the forecasting feature, see Workforce Management Administrator User Guide for Cisco Unified Workforce Optimization.

NOTE: You must complete the procedures described in this chapter immediately after you install WFM.

NOTE: There is a 25-character limit on team names in WFM. Team names that are longer than 25 characters will not be imported from Unified CCX into WFM. Before you complete the procedures in this chapter, verify that all Unified CCX team names are 25 or fewer characters in length.

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