Configure adapters to integrate the Scorecards Rank Values with Workforce Management

To integrate Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement. with Workforce Management, you must add the Scorecards – Employee KPI Rank Load to WFM adapter. This adapter is a batch process that exports the KPI rank value calculated in Scorecards to Workforce Optimization for use by Workforce Management. The Rank value can be used to determine which employees get the preferred shifts.

For detailed information about adding and configuring Scorecards – Employee KPI Rank Load to WFM adapter, see the Workforce Optimization Scorecards Adapter Guide.