Installing Workforce Management Integration

There are two main steps in installing Workforce Management (WFM) Historical and Real-Time Adherence (RTA).

1. Create custom database tables for the application in the CIC reporting database as described in Creating custom tables on the database server.

2. Install WFM Historical and RTA software on your workforce management servers or on another designated server as described in Installing WFM on an application server.

WFM with GMT or IEX workforce management software

If you are using WFM with the GMT or IEX workforce management software, do the following:

1. Start Interaction Administrator.

2. Create a logical workgroup that Has No Queue to hold all users whose status information WFM will collect and send.