Overview of reporting in Workforce Optimization

Workforce Optimization has a number of tools that help you visualize data about your organization. The visualizations can be in the form of reports and charts, dashboards, and widgets. It’s important that you understand where these tools get the data that goes into these visualizations and what each tool can do to help you manage your organization.

Workforce Optimization stores data in two different databases: The WFM Database and the QM & Analytics Database. All the reporting options that Workforce Optimization offers pull data from these sources when you create reports or dashboards.

The table below summarizes the reporting tools available in Workforce Optimization.

Reporting tool	Data source	Description
Insights	WFM Database QM & Analytics Database	With Insights, you can create analyses and dashboards and share them with other people in your organization. The data that is available to you depends on which Provider products you are licensed to access. A variety of analyses and dashboards come pre-built for you when your organization purchases Workforce Optimization. Learn more about Insights here: Insights.
Data Explorer	WFM Database QM & Analytics Database	With Data Explorer, you can create reports and dashboards for yourself and share them with others. The data that is available to you depends on which Provider products you are licensed to access. Data Explorer reports on the last two years of data. A variety of reports and dashboards come pre-built for you when your organization purchases Workforce Optimization. Learn more about Data Explorer here: Data Explorer .
WFM standard reports	WFM Database	The WFM standard reports are located in the WFM menu (WFM > Reports). You can define which teams, agents, time frames, and other variables to show in these reports. Learn about each of the available reports here: WFM standard reports.
Performance Manager reporting	WFM Database	Performance Manager is an optional add-on tool available to WFM on-premises users—a Performance Manager license is required for access. With Performance Manager, you can create your own reports. Learn more about Performance Manager here: Performance Manager tool.
QM standard reports	QM & Analytics Database	The QM standard reports are located on the Reporting page on the Workforce Optimization menu bar. You can define groups, teams, agents, contacts, evaluations, time frames, and other variables to appear in these reports. Learn about each of the available reports here: QM standard reports.
Analytics dashboards and widgets	QM & Analytics Database	The Analytics dashboards and widgets display data about the speech and text content of contacts and about programs agents use while handling contacts. IMPORTANT This data does not exist by default in the database: you must define data sets using the tools on the Analytics page in order to process speech, text, and desktop analytics data into the database. Learn more about how to create dashboards and widgets here: Analytics dashboards overview and Create and manage an Analytics widget.