Figure 1 shows the Workforce Management components and their interrelationships. It also shows how WFM draws on Configuration Layer data and statistical data that Stat Server provides.
Figure 1: Data Flow—WFM Components
Table 1 (below) shows the connections that are configured on the Connections tab of each component’s Application object. These connections offer an alternative, but complementary, way of understanding the Workforce Management architecture. Here are some things to consider:
- As you can see, WFM Server acts as a hub, connecting to, and being connected to, every component.
- The WFM database (represented in the table by its Data Access Point (DAP) as described on page 79) forms a different sort of central hub, with many of the components connecting directly to it. Others connect indirectly, through WFM Server.
- Through its connection to Stat Server, WFM Data Aggregator provides one point of interaction between Workforce Management and the Genesys Framework. All components are connected to the Configuration Layer in the sense that they exist as objects in the Configuration Database. The WFM Configuration Utility draws actively on this connection to import configuration objects, such as agents, agent skills, and time zones, into the WFM database during synchronization.
- If you are using Management Layer, the Message Server connections and the WFM Solution object specification of the instance of SCI used to control the solution also connect Workforce Management with the Genesys Framework.
Table 1: WFM Component Connections
|Component name||Connections to:|
|Server||Builder||Daemon||Data Aggr.||Web||DAP||Stat Server||Msg Server|
- X—single connection
- X+—one or more connections
- (X)—optional connection
Footnotes to Table 1:
- Configure the Message Server connections if you are using Management Layer to run Workforce Management.
- WFM Server may connect to other instances of WFM Server if you are using an environment with a number of WFM Servers and want to create schedules for all the sites they serve. See “Configure Multiple WFM Servers” on page 86 for information about how to create this configuration, and Appendix C, “Multi Forecasting Primer,” on page 305.
- You can configure and connect to multiple instance of WFM Builder. See “Configuring Multiple WFM Builder Applications” on page 109.