IEX WFM Integrated

IEX WFM Integrated is an enterprise-grade WFM solution designed to handle more challenging and complex staffing challenges. A fully integrated component of CXone cloud platform, IEX WFM Integrated enables seamless synchronization between CXone ACD data and IEX WFM. Administration and configuration options are granular to suit your unique needs.

Help is available when you log in to the application and launch help. You can view the release notes for version 8 in the NICE support portal (requires a login). Contact your CXone Account Representative if you do not have access to the support portal.

IEX WFM Integrated offers several purchasable add-on solutions which build on its base value. These include:

True to Interval

CXone sends ACD data under a paradigm called Answered/Active True to Interval (AATTI). Under this paradigm, contact statistics are reported in the interval in which the interaction actively occurs. This means that if a contact spans intervals, it is counted again in each subsequent interval where activity occurred. It also means that the contact handle time is reported in each interval where the work actually occurs. This more accurately reflects the work that occurred within the interval. It helps solve staffing problems when handle times are long or intermittent, or when intervals are shorter than the handle times. It provides WFM the required interval data to forecast an accurate activity-based staff requirement.

With digitalClosed Any channel, contact, or skill associated with Digital Experience. channels, communication is often asynchronous. This means the agent and contact send messages back and forth with gaps in between. The agent might send a message in one interval, then another in the next interval, and so forth. Each message only requires a few minutes of the agent's time. Because these interactions take time in multiple intervals, this impacts your staffing plans. This new paradigm aligns better with these asynchronous interactions.

The following table provides an example of a contact starting a 9:10 AM and completing at 9:40 AM.

Interval Received Answered Active Handle Time (TTI) Staff Requirement
9:00 AM 1 1 0 5 .33
9:15 AM 0 0 1 15 1
9:30 AM 0 0 1 10 .67

You can watch a quick video to better understand the True to Interval paradigm. ExtraNICE also has an integration guide PDF  for field definitions.

Importing and Exporting Data

You can import and export data from IEX WFM. This lets you work with other external applications like forecasting HR systems or reporting tools. You can import and export data via SFTP files. To set this up, you must engage NICE CXone Professional Services. You can also export data from IEX WFM via API.

AI Forecasting

NICE Artificial Intelligence (AI) Forecasting provides additional forecast models, including Box-Jenkins ARIMA, exponential smoothing, and multilinear seasonal regression. These models are all supported by a Best Pick option with artificial intelligence. The new algorithms are in addition to the standard weighted moving average model.

A minimum of two years of historical data is required to utilize the AI Forecasting feature. This history can come from your CXone ACD or be imported from an outside ACD source.