Workforce Management Services

Workforce Management Services

Workforce Management Capture Service

The Workforce Management Capture Service watches for historical call data reports created by the Workforce Management OOC (Odysoft ODBC Collector) Service. When the Workforce Management Capture Service detects a new report, it sends a compilation request to the Workforce Management Compile Service.

Workforce Management Compile Service

The Workforce Management Compile Service listens for compilation requests from the Workforce Management Capture Service. The Workforce Management Compile Service can compile historical data for agents, services or teams by day, week, month, or year, for use in forecasting and scheduling.

Workforce Management OOC Service

Every 30 minutes, the Workforce Management OOC Service collects all of the call data for the preceding 30 minutes from the Cisco Unified Contact Center Express (Unified CCX) database using the Open Database Connectivity (ODBC) interface. The Workforce Management OOC Service then writes the call data into historical reports.

High availability (HA) configurations can use multiple data sources. The Workforce Management OOC Service always connects to the first node, however, and fails over to the second node only if the first connection fails.

Workforce Management Request Service

The Workforce Management Request Service listens for user requests to generate forecasts and schedules.

Workforce Management RTE Service

The Workforce Management RTE (Real Time Engine) Service uses the Advanced Contact Management Interface (ACMI) protocol to get real-time information on agent states from the Unified CCX server. WFM displays agent state information in the Supervisor Adherence dashboard.

October 2007

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Cisco Systems none manual Workforce Management Services