Other product integrations with the IC platform

Work Force Management
Historical and Real-Time Adherence
For contact centers that already have a WFM application in place, the Interaction Center can provide a windows-based service designed to pass workgroup/agent queue statistical data to other applications for forecasting and scheduling purposes.

Two integration methods are supported

1. WFM HISTORICAL INTEGRATION - This Workforce Management Historical module integrates with various Workforce Management products. The process extracts data from the CIC logging server on a scheduled basis and uses a stylesheet to transform and map the data into the various different Workforce Management products and versions. The service can automatically recover if reporting intervals are missed.
2. WFM REAL-TIME ADHERENCE INTEGRATION - The Workforce Management Real-Time Adherence (RTA) module is a windows-based service designed to deliver user status, user login and user log-out information to a workforce management system for tracking schedule adherence in real time.

Vendors currently supported include:

• IEX Total view
• GMT
• Blue Pumpkin
• Aspect eWFM

Please contact us for more information if you don’t see you current WFM vendors listed.