Course Details
Deploying Workforce Management for Cisco Unified Workforce Optimisation v8.2 (WFM )
Who should attend
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
Prerequisites
Course Objectives
Upon completing this course, the learner will be able to meet these overall objectives:
- Understand Work Force Optimisation 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
- Utilise historical data to calculate forecast accuracy and create forecasts for new CSQs
- Describe how to use the agent interface
- 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
Course Contents
Deploying Workforce Management for Cisco Unified Workforce Optimisation (WFM) v8.2 is a four day, instructor led course about installing, configuring, and using Cisco Unified Workforce Management (WFM). WFM is a software solution for multi-site staff forecasting and scheduling. In this class the student will learn how to install and integrate WFM with the Cisco Unified Contact Centre Express (UCCX) product. In addition, the student will learn about how WFM uses historical data from UCCX to create forecasts that will ultimately be used to generate work schedules for a contact centres’ agents. This course also covers supervisor and agent functions, monitoring trends and agent adherence, reporting, maintenance activities, and problem resolution.
- Introduction to Workforce Management
- Understanding Workforce Optimisation
- WFM Deployment, Sizing, and Licensing
- WFM Hardware and Software Requirements
- WFM Hardware Pre Installation Requirements
- Configuring Users, Views, and Agents
- Configuring System Defaults
- Configuring Work Shifts and Work Conditions
- Configuring an Exception Type
- Overview of Forecast Management
- Obtaining and Using Historical Data
- Managing Special Events, Firm Dates, and Closed Days
- Generating and Adjusting Distributions
- Generating and Adjusting Forecasts
- Calculating Forecast Accuracy
- Schedule Management, Intraday Supervisor And Agent Functions
- Estimating Schedule Coverage and Scheduling Post-Production Activities
- Trading and Copying Schedules
- Agent Functions and the Supervisor Inbox
- Maintenance and Troubleshooting
Price (excl. VAT):
£ 1850 GBP 
Duration: 4 days
Dates: Weekly
Online Training: Available
LOCATIONS
Locations : Cities as shown below
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United States
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Anchorage, AK
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Little Rock, AR
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Phoenix, AZ
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Tempe, AZ
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Tucson, AZ
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Anaheim, CA
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Burbank, CA
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Glendale, CA
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Irvine, CA
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Los Angeles, CA
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Mountain View, CA
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Redwood City, CA
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Sacramento, CA
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San Diego, CA
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San Francisco, CA
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San Jose, CA
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Santa Clara, CA
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Denver, CO
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Hartford, CT
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Washington, DC
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Ft. Lauderdale, FL
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Jacksonville, FL
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Miami, FL
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Orlando, FL
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Tampa, FL
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Atlanta, GA
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Honolulu, HI
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Boise, ID
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Chicago, IL
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Chicago (Schaumburg)
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Oakbrook, IL
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Indianapolis, IN
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Kankas City, KS
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Louisville, KY
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New Orleans, LA
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Boston, MA
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Boxborough, MA
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Westford, MA
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Baltimore, MD
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Columbia, MD
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Elkridge, MD
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Rockville, MD
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Detroit, MI
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Minneapolis, MN
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St. Louis, MO
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Charlotte, NC
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Raleigh / Durham, NC
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Omaha, NE
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Edison, NJ
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Montvale, NJ
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Edison / Morristown, NJ
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Albuquerque, NM
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Las Vegas, NV
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Reno, NV
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Albany, NY
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New York, NY
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Rochester, NY
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Cincinnati, OH
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Cleveland, OH
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Columbus, OH
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Oklahoma City, OK
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Portland, OR
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Philadelphia, PA
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Pittsburgh, PA
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Nashville, TN
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Austin, TX
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Dallas, TX
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Houston, TX
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Richardson, TX
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San Antonio, TX
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Salt Lake City, UT
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Dulles, VA
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Herndon / Reston, VA
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Norfolk, VA
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Richmond, VA
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Tysons Corner, VA
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Seattle, WA
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Milwaukee, WI
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Canada
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Calgary, AB
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Edmonton, AB
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Vancouver, BC
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Winnipeg, MB
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St. John's, NL
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Halifax, NS
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Mississauga , ON
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Ottawa, PM
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Toronto, ON
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Montreal, QC
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Quebec City, QC
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Regina, SK
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United Kingdom
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London
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Wakefield
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Coventry
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Wokingham
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Birmingham
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Manchester
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Liverpool
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Leeds
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Newcastle
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Bristol
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Cardiff
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Reading
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Milton Keynes
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Exeter
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Glasgow
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Edinburgh
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Aberdeen
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Belfast
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Online
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Ireland
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Dublin
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Shannon
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Cork
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Galway
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Limerick
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Sligo
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South Africa
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Johannesburg
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Cape Town
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Durban
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Germiston
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Pretoria
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Port Elizabeth
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Bloemfontein
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Singapore
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New Zealand
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Auckland
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Wellington
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Christchurch
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Hamilton
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Tauranga
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Dunedin
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HongKong
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Australia
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Canberra
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Melbourne
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Adelaide
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Perth
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Brisbane
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Darwin
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Cairns
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Newcastle
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Alice Springs
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Hobart
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Sydney
