Design Guide
6
1. Introduction
The purpose of this document is to assist partners in correctly configuring Cisco Unified
Workforce Optimization (WFO) systems, including one or both WFO applications: Call
Recording and Quality Management (MR) and Workforce Management (WFM).
Correct configurations will ensure:
Accurate customer quotations
Successful customer deployments
Continued customer satisfaction as the configured system provides both the performance
and capacity to meet customer needs
A step-by-step methodology is employed to guide partners through the process of identifying the
necessary hardware and system software components required for their customer’s specific
situation.
Additional information and assistance is available via the following sources:
Cisco Unified Workforce Optimization web site
http://cisco.com/en/US/products/ps8293/index.html
o Product collateral material – data sheets, bulletins
o Product documentation – install guides, release notes and service information for
each WFO application
Cisco Partner Education Connection
o E learning modules for all of QM and agent /supervisor users for WFM
Additional product information and questions see the Cisco Community Central Contact
Center Applications page at
https://www.myciscocommunity.com/community/partner/collaboration/contactcenter/app
s
Calabrio Partner web site http://partners.calabrio.com which contains:
o Product demonstration guides and flash-based demos
o Ask-CQM and Ask-WFM Product Forums, searchable FAQ guides
Note: Prior to the 8.0 release references to the entire product or core services of Call Recording
and Quality Management (MR) was typically referred to as QM. This reference in regards to
core services has now been replaced by MR but some historical references to QM may still exist
within this or other documents. The acronyms should be considered equivalent.
2. About Cisco Unified Workforce Optimization
Cisco Unified Workforce Optimization (WFO) for Unified CCX is a full-featured solution for
optimizing performance and quality and is an integral component of the Cisco Unified
Communications System. The WFO suite provides two solutions: Workforce Management
(WFM) and Call Recording and Quality Management (MR).
- Workforce Management allows for forecasting and development of schedules for agents
across multiple sites and channels. It also provides real-time dashboards, enabling