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Getting Started 15 min
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Workforce Management Forecast Tutorial 7 min
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Forecasting Algorithms 6 min
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Forecasting 30 min
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Improve Forecasting Accuracy with Special Days 4 min
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Forecasting How To’s 53 min
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Forecasting How To’s 2.0 66 min
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Forecasting Preparation 63 min
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Design Principles 65 min
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Schedule Optimization Overview 4 min
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Optimization Plans 6 min
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Optimization Rules 4 min
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Adherence Categories 15 min
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True To Interval (TTI) 15 min
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Approval Rules 7 min
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My Zone - Self Services 4 min
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Import Historical Data 6 min
- Training Satisfaction Survey
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Training Satisfaction Survey
Workforce Management
This course provides a comprehensive understanding of NICE CXone Workforce Management (WFM), guiding learners through the full WFM lifecycle from foundational concepts to advanced planning and optimization techniques.
This course provides a comprehensive understanding of NICE CXone Workforce Management (WFM), guiding learners through the full WFM lifecycle from foundational concepts to advanced planning and optimization techniques. Learners will start with an overview of core WFM modules, user roles, and scheduling unit views, gaining the context needed to understand how each component supports daily contact center operations.
The course covers forecasting in depth, including how historical data is collected and used to generate accurate workload predictions, how to configure forecasting parameters and profiles, apply special days to handle irregular patterns, and use What-If scenarios for strategic planning. Learners will also explore how forecasts feed into staffing requirements and scheduling decisions.
From there, the course progresses into schedule optimization, covering optimization rules, optimization plans, and the True to Interval paradigm to improve net staffing and workforce efficiency. Learners will also develop skills in intraday management, including real-time adherence monitoring, adherence categories, and approval rules to manage day-to-day schedule changes.
Additional topics include self-service tools through My Zone, importing historical data, and reviewing key WFM reports and analytics to assess performance and service levels.
By the end of this course, learners will be equipped to effectively manage the end-to-end workforce management process within CXone Mpower, enabling better resource planning, improved agent adherence, and consistent service delivery.