Oversikt Attendees will gain an understanding of the features and functionality of the products relative to Installation, Configuration, and Basic Troubleshooting.
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- Channel Partner / Reseller
- Customer
- Employee
After completing this course, the learner will be able to meet these overall objectives:
- Install WFM
- Configure WFM for your call center
- Generate and adjust forecasts
- Create and edit schedules
- Perform intraday functions, such as adding non-production activities to a schedule and trading two agents¿ schedules
- Generate reports
- Utilize historical data to calculate forecast accuracy and create forecasts for new CSQs
- Describe how to use the agent interface
- Describe the resources that are available for troubleshooting problems in WFM
- Introduction to WFM for Cisco Unified WFO
- WFM configuration
- Forecast Management
- Schedule Management
- Intraday Functions
- Report Management
- Special Functions
- Agent Functions
- Troubleshooting Resources
- Connecting to an ITSP