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What WFM Integration is

WFM Integration is a software package that (in separate modules) collects historical statistics and reports real-time user status updates from your CIC servers. WFM Integration makes these historical statistics and real-time user status updates available to third-party workforce management products.

Companies that have PureConnect's Interaction Optimizer software do not need WFM because Interaction Optimizer provides complete workforce management features and is integrated with CIC server software. WFM is for companies that do not have Optimizer and instead use third-party workforce management software. The WFM Historical and Real-Time Adherence (RTA) modules both extract user status information from your CIC servers and make it available to third-party workforce management software. The difference is that:

WFM Historical extracts historical information. Use such information to plan workloads and staffing levels. WFM Historical collects historical statistics about the workgroups you select, such as calls handled, average talk time, and abandons. It collects the statistics at intervals. Each third-party software vendor has different requirements for historical reports, so we pull data from different historical tables.
WFM Real-Time Adherence extracts up-to-the-minute information about status changes of employees in call centers and other organizational units that you choose to monitor. RTA listens for real-time changes in user status and reports them to the vendor in real time. RTA does not query for historical data and only cares about statuses.

At a high level, the two modules mainly differ in this way. WFM Historical provides historical information so you can analyze and plan for the future. WFM RTA provides real-time information so you can manage your staff and resources in the present.

The same setup program installs both modules of WFM. You configure and run both modules from the same interface. However, each module needs its own license to run.

You can find more information about WFM on the PureConnect Product Information site:

https://my.inin.com/support/products/integrations/Pages/Workforce-Management.aspx