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.
Learn more about technology requirements for IEX WFM Integrated
In addition to the requirements shown here, you will need to consider port requirements for IEX WFM Integrated. The preceding link will also provide you with any domain name and IP address requirements that apply to your CXone cluster.
| Minimum workstation and Network Requirements for IEX WFM Integrated | |
|---|---|
| Virtualization | Refer to your IEX WFM Integrated documentation for virtual desktop support. |
| Processor | 2Ghz or better |
| Physical RAM |
2 GB |
| Disk Space | 2 GB free |
| Monitor |
17" UVGA (1024 by 768 resolution) |
| Operating System |
Windows 10 RCP supported on 64-bit only |
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| Chrome | Firefox | MS Chromium Edge | Safari |
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CXone applications support the current browser version and the version immediately preceding it. For example, if the current version of Chrome is 75, we'd support 74 and 75. Not all applications support all browsers. Check your specific CXone applications for details. Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change. |
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Learn more about language support for IEX WFM Integrated
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| Supported Languages For IEX WFM Integrated WebStation | ||
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IEX WFM Integrated offers several purchasable add-on solutions which build on its base value. These include:
- Enhanced Strategic Planner (Enhanced Strategic Planner)
- Employee Engagement Manager (EEM)
- File Exports
- File Imports
- Artificial Intelligent (AI) Forecasting (discussed on this page)
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 digital 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. Doc Hub also has an integration guide 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.