Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Veröffentlichungshinweis
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Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 1 Cisco Unified Contact Center Express Overview and Packaging
Workforce Management
Workforce Management
Cisco Workforce Management allows supervisors and contact center managers to develop schedules for
their agents and manage key performance indicators and real-time adherence. Managers can create and
manage schedules for an unlimited number of sites, manage scheduling for offices spread out in different
time zones, and schedule alternative media sources seamlessly, including chat and e-mail.
their agents and manage key performance indicators and real-time adherence. Managers can create and
manage schedules for an unlimited number of sites, manage scheduling for offices spread out in different
time zones, and schedule alternative media sources seamlessly, including chat and e-mail.
Each user license is for a configured (not concurrent) user. For example, a contact center with three shifts
of 100 agents and supervisors would need 300 configured user licenses. Each shift of 100 users would
use the license associated with them during their shift.
of 100 agents and supervisors would need 300 configured user licenses. Each shift of 100 users would
use the license associated with them during their shift.
lists the Workforce Management licensed component.
describes the Workforce Management features that are available in each Cisco Unified CCX
Package.
Monitoring and notification service
(serviceability).
(serviceability).
Available.
Available.
Available.
Quality evaluation approval process.
Not available.
Available.
Available.
Screen recording
Not available.
Not available.
Available.
Table 1-14
Features Available in Each Quality Management Package (continued)
Feature
Compliance
Recording
Recording
QM
Advanced QM
Table 1-15
Workforce Management Licensed Component
License
Premium
Enhanced
Standard
Workforce Management
Configured User.
Configured User.
Available.
Not available.
Not available.
Table 1-16
Workforce Management Features Available in Each Cisco Unified CCX Package
Feature
Premium
Enhanced
Standard
Forecasting
Available.
Not available.
Not available.
2-step scheduling
Available.
Not available.
Not available.
Multimedia Scheduling
Available.
Not available.
Not available.
Intraday management
Available.
Not available.
Not available.
KPIs and reporting
Available.
Not available.
Not available.
Alerts
Available.
Not available.
Not available.
Reporting
Available.
Not available.
Not available.
Web interface
Available.
Not available.
Not available.
Desktop integration
Available.
Not available.
Not available.