Is SAP Contact Center is having Work Force Management

[former_member686160]

HI ,

Would like to know whether the SAP Contact Center is supporting Work Force Management and also want to know the Screen Recording.

Thanks.

Ajay G

[former_member158363]

Hi Ajay,

sorry for late reply, I have missed your comment. Well, answer is simple, SAP Contact Center works without Wfm, it does not do any forecasting, nor automated scheduling/assignments :-).

Probably the only exception is setup schedule of presence statuses, e.g. Training, Lunch, Vacation and so on. These can be setup in upfront for each agent and they have technical type of Absence/Presence/Conference. You can also assign queues to each presence status, thus control scheduled assignment.

But again, these setting should be done based on some calculated proposal from WFM system.

BR,

Dawood

[former_member158363]

Hello Ajay,

none of these functionalities are part of SAP Contact Center, however, there is possibility to integrate 3rd party solutions. For instance, WfM from Calabrio (former Teleopti), utilize Restful Analytics Interface (RAI). Screen recording can be integrated via QMI and/or integrating via Communicaion Panel/CDT on client side.

It much depends on whether you use SAP CCtr 365 or onpremise and which exact version of onprem version. For screen recording it also depends what are triggers and stop events, whether you run multisession scenario and so on.

BR,

Dawood

[former_member686160]

Hi Dawood,

Thanks for your Response.

I would like know how SAP Contact Center works without WFM, how it Forecast , Schedule and assign the Agents to day to day operations.

Thanks.

Ajay G

[piotr_pytlakowski2]

Hi Ajay, SAP CCtr has not WFM functionalities build-in but as far as I know vendors like Verint, Nice and Teleopti have existing integrations towards SAP CCtr.

About screen recording - we have our own add-on we prepared and integrated with SAP CCtr https://comtrust.pl/en/screencapture-2/

If you wish more info I can send you on priv. You can reach me with piotr.pytlakowski@comtrust.pl

BR, Piotr

[former_member686160]

Hi Piotr,

Thanks for your Response.

I would like know how SAP Contact Center works without WFM, how it Forecast , Schedule and assign the Agents to day to day operations.

Thanks.

Ajay G

[former_member202106]

Hello,

Like guys are telling you there is no WFM in SAP Contact Center product. Meaning that forecasting needs to be done with 3rd party software which can then do assignments based on history data read from databases or you/manager can do those manually.

Br,
Jukka