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:
- 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.
- 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
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