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October 2007 51
Capturing Historical Call Data
Overview
The WFM forecasting feature uses your contact center’s historical call data to
estimate future call volume and scheduling requirements. The Workforce
Management OOC Service retrieves data automatically every 30 minutes, starting
from the time you installed WFM.
If you want to use historical call data from the time before you installed WFM, you
must complete the procedures in this chapter to capture the data manually.
For more information about the forecasting feature, see Workforce Management
Administrator User Guide for Cisco Unified Workforce Optimization .
NOTE: You must complete the procedures described in this
chapter immediately after you install WFM.
NOTE: There is a 25-character limit on team names in WFM.
Team names that are longer than 25 characters will not be
imported from Unified CCX into WFM. Before you complete the
procedures in this chapter, verify that all Unified CCX team
names are 25 or fewer characters in length.