The primary audience for this course is as follows:

• Cisco Channel Partners who sell and implement WFM
• Cisco customers who implement and use WFM

 The secondary audience for this course is as follows:

• Functional support personnel

Upon completing this course, the learner will be able to meet these overall objectives:

• Understand Work Force Optimization and how Work Force Management enables a contact centre to be more efficient and productive.
• Understand WFM pre installation requirements and install WFM.
• Configure WFM for your call centre.
• Configure users and activate agents.
• Understand the concepts of a CSQ, CSQ mapping, work shifts, work conditions, exceptions, and how they interrelate.
• Generate and adjust forecasts.
• Create and edit schedules.
• Perform intraday functions, such as adding non-production activities to a schedule and trading two agents’ schedules.
• Utilize historical data to calculate forecast accuracy and create forecasts for new CSQs.
• Describe how to use the agent interface.
• Generate reports.
• Perform maintenance activities.
• Describe the basic upgrade processes.
• List common problems and resolutions that may be found in a WFM installation.
• Describe the resources that are available for troubleshooting problems in WFM.

• Install WFM.
• Configure WFM for your call center
• Generate and adjust forecasts
• Create and edit schedules
• Perform intraday functions, such as adding non-production activities to a schedule and trading two agents schedules
• Generate reports
• Utilise historical data to calculate forecast accuracy and create forecasts for new CSQs
• Describe how to use the agent interface
• Describe the resources that are available for troubleshooting problems in WFM