5 Questions to Ask About Integration

Scott Moss reveals the 5 key questions you should ask before integrating WFM solutions with telephony and back-office systems.

1. Which interfaces are needed?

List all the ACD, CTI or other systems you want to integrate with, including product make, model, options installed and version.

Also discuss with the vendor whether they are supported and to what extent.

2. What data should be imported?

Think about the data you need to support your WFM process and whether its frequency should be near real time or real time.

The WFM process will not need all the data that an ACD database can provide you with. For example, calls offered are used for forecasting and therefore imported, but short calls (i.e. calls that drop off within 3 seconds) are not.

On the other hand, some data may be needed only every 30 mins (e.g. offered calls for forecasting), whereas agent activity data may be required in real time or near real time for adherence purposes.

The import frequency depends on the ACD make and model and can be anything from real time to 15 or 30 minutes.

3. How easy is it to set up and maintain the data import?

Setting up an interface can be simple or complex, depending on both the systems you want to connect to and the WFM vendor’s capabilities and experience.

Some ACDs will require huge configuration work, whereas others come with a preconfigured WFM connector. Some WFM vendors will require an IT expert to configure the interface, some have an easy-to-understand GUI that any planner can use.

4. What are the technical prerequisites to get the connection working?

Make sure you talk to your ACD vendor and get a proper understanding of what is needed on the ACD side. Are all necessary ACD options in place, and are they configured? Does the vendor make an extra charge for the RTA (real-time adherence) connector?

The same goes for the WFM vendor. With some systems the connector comes as an optional add-on and needs to be purchased separately.