EM for IEX WFM Integrated

For IEX WFM Integrated, you can:

• Create, edit, and delete programs A collection of CTs and MUs that share agent resources across one or more sites with unique operating parameters.

• Assign management units A group of agents and supervisors within a contact center location to a program.

• Map activity codes to a program.

• Manage the hours of operation for each site and skill combination associated with your programs.

• Specify parameters for schedule trades between agents.

Organizational Entities

EM organizes all contact center business using these entities:

• Line of business is the highest-level unit. Typically, each EM client has one line of business.

• Agent data group stores information such as phone numbers, addresses, and supervisor assignments for each agent. This is specific only to IEX WFM Integrated.

• Scheduling units organize employees into groups with common scheduling requirements.

• Management unit (MU) is a group of agents and supervisors within a contact center location. A location can have more than one management unit, such as a group of similarly skilled agents or a group for each floor in the building. Each program has at least one management unit. You can only assign a management unit to one program.

• Skill is a type of interaction that agents can handle, such as emails, inbound calls, or a specific language.

• Contact type (CT) is a type of contact handled in one or more management units. Think of contact type as a skill an agent can use to address issues for customers. Types of contacts include emails, chat sessions, inbound calls, French. Each program has at least one contact type.

• A program is a collection of contact types and management units that share agent resources across one or more sites. In IEX WFM Integrated, a program is an enterprise group. Each line of business has only one program.

• Site is the location where the agents work.

• Capacity defines the number of agents each site can have.