Integrate with Workforce Management (WFM)

Important

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Overview

You can integrate iWD with Workforce Management (WFM) to enable WFM capabilities to improve management of your contact center workforce. To enable this functionality, three metrics are provided to WFM for each activity every 15 minutes:

• Interaction Volume (also known as "new")—The total number of workitems that have been placed in Cloud iWD categories corresponding to the activity in the last 15-minute time interval.
• Average Handle Time (AHT)—Calculated as the total time agents spent working on workitems divided by the total number of workitems processed.
• Actual Queue (also known as "backlog")—The number of pending interactions (not completed yet) at the end of the last 15-minute time interval in all Cloud iWD categories corresponding to the activity

Interaction Volume and Actual Queue are provided by iWD Data Mart. Average Handle Time is read by WFM from Stat Server.

Important

• Do not specify Stat Server metrics for Interaction Volume and Actual Queue during iWD Activities configuration in WFM. This will cause values from Stat Server to override metrics obtained from iWD Data Mart and WFM will show incorrect numbers.
• If Data Mart fails to send data to WFM, it will try to send metrics for all missed intervals during the next run.

Limitations

1. Only 1:1 mapping between iWD categories and WFM activities is supported.
2. iWD categories and WFM activities must have identical names.
3. Activities must have unique names—duplicate names are not supported. No data is provided to WFM in this case.
4. Tenant provisioning and configuration are done manually using Configuration Manager.
5. Exactly two levels of category tree are matched to WFM activity.
6. To match a one-level category activity, you must use |Unknown as the second level. For example, to match category Default activity Default|Unknown must be created.
7. Third level and lower cannot be used in activity-to-category mapping.
8. If a category has second-level entries, the first-level entry cannot be matched to an activity. For example, if WFM|WFM_subcategory1 and WFM|WFM_subcategory2 are configured, WFM|Unknown activity cannot be used.
9. If a workitem is reclassified after it was reported to WFM for the first time, it will not be reported as PERF_ITEM_ACT_IV but will be reported in PERF_ITEM_ACT_QUEUE on subsequent interval.

Important

Take into account the fact that iWD Data Mart is run every 15 minutes, which does not necessarily match WFM intervals' boundaries. So there could be delays in data becoming visible in WFM.

Configuration in WFM

1. Configure Filters for the selected iWD Categories to make it possible to calculate AHT for the corresponding Activities:
   1. Connect to the tenant Configuration Server.
   2. Go to Applications > region > WFM > SS_WFM > Application Options.
   3. Add new option under the Filters section:

      <option_name>=PairExists("category_path","<iWD_Category>|<iWD_Subcategory>")

      For example, WFMTestSubcat1_Filter=PairExists("category_path","WFMTestCategory|WFMTestSubcategory1").

   4. Save the changes.
   5. Open Applications > region > WFM > SS_WFM_B > Application Options.
   6. Repeat steps 3 to 5.
2. Create Activities as normal WFM activities taking into account the following guidelines:
   1. Create exactly one Activity of type Deferred per category with the following naming pattern:

      iWD_Category/iWD_Subcategory

      and with exactly the same name as in iWD.

   2. Create a special Activity named Default/Unclassified to handle unclassified workitems. You also need to create a separate Filter for it as described in step 1.
   3. Configure the Average Handle Time (AHT) statistic for each Activity:
      1. Open WFM > Configuration > Activities.
      2. Open the Activity > Statistics tab.
      3. Click Add.
      4. Configure:
         1. Type = Handle Time.
         2. Either Group of Agents or Group of Places depending on your needs.
         3. Total Handle Time = WFM_Workitem_Interactions_Processing_Time.
         4. Interactions Handled = WFM_Workitem_Interactions_Processed.
         5. Filters = <select the filter for the corresponding iWD Category/Subcategory>.
      5. Click Apply.
      6. Save the Activity.