Step 5: Configuring WFM for the third-party software

Next, set values to help WFM provide status data to the third-party software.

To configure WFM for the third-party software:

1. On the Service Configuration page, click the Next button to display the WFM Type Configuration page.

   

2. Expand the Vendor list box and click the vendor name for your third-party software.

   WFM automatically displays the correct controls and labels for your vendor.

3. To include a report that groups historical data by agent and by workgroup, select the Include radio button labeled:

   • Advisor Agent Status Report for Blue Pumpkin

   • Agent Profile Report for IEX or GMT

   • Agent Activity Report for Aspect eWFM

   • Agent Historical Adherence for Invision

4. Template Names check boxes instruct WFM to create separate files for different categories of data. The check boxes are available or unavailable depending on your software vendor.

   • Select Calls to create a separate file with call data.

   • Select Agents to create a separate file with agent data.

   • Select Chats to create a separate file with chat data.

   • Select Emails to create a separate file with e-mail data.

   As you select templates, WFM adds their file names to the Filename Format text box. WFM inserts commas between the file names to separate them.

   Warning:
   Do not modify the contents of the Filename Format text box unless the change is needed and you understand what you are doing.

5. To put each file in its own directory, select the Use Separate Directories check box.

   This feature is only available for Blue Pumpkin and Aspect.

6. To show outbound calls by workgroup, select the Show Outbound Calls via Workgroup check box.

   This feature is only available for IEX. It shows a per-workgroup breakdown of the outbound calls made on behalf of the workgroups each interval from an agent and workgroup perspective.

7. Write the name of the CIC custom tables column in which WFM stores the extension data, if:

   • You included an agent-based report in Step 3.

   • Your software identifies agents by their telephone extension.

   Suggested values are:

   • Blue Pumpkin: Leave blank

   • IEX: CUSTOMVALUE1

   • GMT: CUSTOMVALUE1

   • Aspect: CUSTOMVALUE1

   • Invision: CUSTOMVALUE1

   If you are already using the CUSTOMVALUE1 column for something else, you can use CUSTOMVALUE2, CUSTOMVALUE3, or some other available column.

8. If you use Aspect and included an agent-based report in Step 3, you can change the values in the SumColsAgent and MaxColsAgent boxes (only used by Aspect). However, do not change the values unless you are sure about what you are doing and why. The boxes are as follows:

   • SumColsAgent: Lists the columns to be summed when creating the Agent Profile report. The Agent Profile report pulls numerous intervals from the IAgentQueueStats table. Those rows must be summarized within the SignIn/SignOut combinations. This list of columns is added for each row.

   • MaxColsAgent: Similar to SumColsAgent, but this column takes the maximum value across all rows in the SignIn/SignOut combination.