This topic contains descriptions of the Workforce Management (WFM) components.
WFM Web is a server application that is hosted on a servlet container and provides content for two Web browser-based user interfaces, one for Supervisors, one for Agents, and one for the agent mobile client. The appropriate interface opens after login, depending on the login information you enter.
The system administrator or supervisor provides agents with the URL to access WFM Web for Agents on their desktop (for example, http://<wfm_web_server>:8080/wfm85x) or smartphone (http://<wfm_web_server>:8080/wfm85x/m). The agent simply enters their user name and password in the Login window.
- Web for Supervisors—Includes calendar management, forecasting, scheduling, real-time agent adherence, contact-center performance statistics, configuration of email notifications, and reporting. These functions are all entirely accessible through any computer with a supported browser and network access.
- Web for Agents—Enables contact center managers to easily distribute schedule information to their employees and provides agents with proactive scheduling capabilities, such as entering schedule preferences, planning time off, schedule bidding, and trading schedules.
- Agent Mobile Client—Enables agents to use their mobile devices to access their schedules, enter schedule preferences, plan time off, trade schedules, and change their personal information settings.
Use this utility (found in the Database Utility component IP) to format a new database schema to update the WFM database, which is a common task that must be done as part of an upgrade to a newer WFM release.
The GUI applications are supported by the following servers:
- WFM Server—Automatically synchronizes configuration data, and acts as the main data and application services source and locator for WFM clients.
- WFM Data Aggregator—Collects historical data and provides real-time agent-adherence information to users of WFM Web for Supervisors.
- WFM Builder—Builds WFM schedules.
- WFM Web Server—Serves content for the Web browser-based GUI applications and generates reports upon request from users of WFM Web for Supervisors.
- WFM Daemon—can be configured to send (through a customer-supplied SMTP server) email notifications to agents and supervisors.
WFM also requires a database to store all the relevant configuration, forecasting, scheduling, agent adherence, performance, and historical data.
Connections to Genesys Framework
WFM connects to the following Genesys Management Framework servers:
- Stat Server—Provides statistical data to WFM Data Aggregator.
- Configuration Server—Provides Genesys’ centralized configuration information to the WFM, and authenticates all WFM users and components.
WFM works in single-site environments or across multi-site enterprises.