About the Verint WFM historical integration


Feature deprecation: Genesys plans to replace most PureCloud Bridge integrations with comparable/similar functionality by December 31, 2019. Each of the specified Bridge integrations will have a different migration platform. For more information, see Deprecation: PureCloud Bridge integrations.

The Verint WFM (Workforce Management) historical integration collects historical statistics about agent and workgroup queues, and sends the information to Verint. This information helps you plan your workload and staffing levels.

Overview

Learn about the Verint WFM (Workforce Management) historical integration.


Reports

The Verint WFM historical integration can generate two types of reports: reports on agents and reports on workgroups based on media type. The Agent Productivity Report includes statistics about agent activities and about calls, emails, and chats handled by agents. The reports based on media type include statistics about calls, emails, or chats handled by workgroups. 


Get started

Review Billing FAQs and the requirements. After you install the Bridge Server, add the integration and configurations for reports.


Troubleshoot

For any problems with the Verint WFM historical integration, browse troubleshooting information about log files and individual issues.