Data Analysts

Data analysts help process and report on contact center data. There are six places within Workforce Optimization where you can analyze data:

  • Standard QM reports
  • Standard WFM reports
  • Data Explorer
  • Provider Analytics
  • WFM Insights
  • WFM Performance Manager

See Overview of reporting in Workforce Optimization for more information about each option and which ones best meet your needs.

QM and WFM standard reports

Data Explorer and Data Management

Data Explorer is usually the best tool for analyzing data because it gathers information across Workforce Optimization, including QM, WFM, and Analytics. Data Management gathers information from outside of Workforce Optimization.

Analytics

Workforce Optimization Analytics processes data about the speech and text content of contacts and about programs agents use while handling contacts.

WFM Insights

With Insights, cloud WFM customers can create their own WFM-only reports.

WFM Performance Manager

Performance Manager allows on-premise WFM customers to create their own WFM-only reports.