This topic explains the interconnections among the various components of Genesys Workforce Management (WFM) and how WFM interacts with the Genesys Framework. It includes information about WFM components, data flow, and the Genesys Framework servers to which WFM connects in the following sections:
Workforce Management (WFM) functionality is provided via four graphical user interface (GUI) applications and four servers. See Data Flow—WFM Components for a graphic overview of all the components and their connections.
The user-facing applications are:
- WFM Web for Supervisors (browser-based)
- WFM Web for Agents (browser-based)
- WFM Database Utility (client application)
These applications are supported by these servers:
- WFM Server
- WFM Data Aggregator
- WFM Builder
- WFM Web
- WFM Daemon (server/background process)
In addition, you need to use a web server as a container for the WFM Web server. Genesys WFM supports Tomcat and WebSphere. WFM does not include Tomcat in its installation package. You must obtain and install it separately.