IEX WFM Integrated

IEX WFM Integrated

IEX WFM Integrated is a proven, industry-leading, enterprise-grade solution to help tackle your most challenging and complex staffing challenges. As a fully integrated component of the CXone platform, contact centers ensure seamless synchronization with ACD data, administration, and configuration options to suit your unique needs.

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

  • Enhanced Strategic Planner (ESP)
  • Employee Engagement Manager (EEM)
  • Artificial Intelligent (AI) Forecasting
  • Import and Export Files

See additional information specific to the cloud implementation of IEX WFM Integrated at:

Employee Engagement Manager 

The add-on is currently in controlled release.

Employee Engagement Manager (EEM) is an add-on solution to IEX WFM Integrated. EEM streamlines day-to-day processes, including analysis, internal communications, and schedule updates. These enable supervisors, workforce staff, and operational leaders to make decisions with greater speed and precision. EEM can also be deployed in conjunction with the optional employee smartphone app (Android & iOS only). This gives employees the ability to view and manage their schedules anytime, anywhere.

Help is available when you log into the application and launch help.

Enhanced Strategic Planner

The add-on is currently in controlled release.

Enhanced Strategic Planner (ESP) is an add-on solution to IEX WFM Integrated. ESP is a powerful, easy to use solution that helps contact centers accurately predict long-term capacity needs. This is accomplished by: 1) intelligently predicting how staffing scenarios will impact performance goals, and 2) using "what-if" scenarios to identify how changes to performance goals impact staffing. Based in the cloud, ESP ensures that you have the latest features with continuous feature delivery.

Help is available when you log into the application and launch help.

AI Forecasting

NICE Artificial Intelligence (AI) Forecasting is an add-on solution to IEX WFM Integrated and is available to all IEX WFM customers. This add-on solution provides additional forecast models, including Box-Jenkins ARIMA, exponential smoothing and multilinear seasonal regression all supported by a Best Pick option with artificial intelligence. These 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.

IEX WFM Import/Export

The IEX WFM Import/Export file feature is an optional add-on solution. It provides a secure method to exchange data between IEX WFM and your environment for external systems.

Import Files:

Import enables an integration of Workforce Management with external systems. You can import data for schedule changes, vacation updates, historical information for forecasting, and forecasts themselves.

Export Files:

You can use 21 pre-defined export file modules. These cover a wide array of content and are often utilized to populate HR and payroll systems, or data warehouses for custom reporting. Export options include both summary and detailed modules. Exports are also insulated from version upgrades and the includes calculated metrics.