Workforce Management Services
October 2007
9
Workforce Management Services
Workforce Management Capture Service
The Workforce Management Capture Service watches for historical call data reports
created by the Workforce Management OOC (Odysoft ODBC Collector) Service. When
the Workforce Management Capture Service detects a new report, it sends a
compilation request to the Workforce Management Compile Service.
Workforce Management Compile Service
The Workforce Management Compile Service listens for compilation requests from
the Workforce Management Capture Service. The Workforce Management Compile
Service can compile historical data for agents, services or teams by day, week, month,
or year, for use in forecasting and scheduling.
Workforce Management OOC Service
Every 30 minutes, the Workforce Management OOC Service collects all of the call data
for the preceding 30 minutes from the Cisco Unified Contact Center Express
(Unified CCX) database using the Open Database Connectivity (ODBC) interface. The
Workforce Management OOC Service then writes the call data into historical reports.
High availability (HA) configurations can use multiple data sources. The Workforce
Management OOC Service always connects to the first node, however, and fails over
to the second node only if the first connection fails.
Workforce Management Request Service
The Workforce Management Request Service listens for user requests to generate
forecasts and schedules.
Workforce Management RTE Service
The Workforce Management RTE (Real Time Engine) Service uses the Advanced
Contact Management Interface (ACMI) protocol to get real-time information on agent
states from the Unified CCX server. WFM displays agent state information in the
Supervisor Adherence dashboard.
Summary of Contents for Network Registrar none
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