WFM Integrations

WFM Integrations (Overview)

CXone ACD can integrate with third-party Workforce Management systems to share ACD activity data for forecasting, scheduling, and real-time adherence. Use the topics in this section to configure and validate vendor-specific integrations (for example, Verint).

What the integration provides

Depending on the WFM vendor and your configuration, CXone can provide:

  • Historical and intraday interval data (for forecasting and staffing)

  • Agent activity/state data (for adherence and intraday management)

  • Queue/skill performance metrics (for workload and service tracking)

How it works (high level)

  • CXone captures contact and agent events in ACD (contacts handled, agent state changes, and related metrics).

  • Integration services package the data into the formats required for WFM consumption (interval and/or near real-time).

  • The WFM system consumes the data to build forecasts, schedules, and adherence views.

Before you start

Have the following available before configuring a WFM integration:

  • Your CXone tenant and target region/cluster.

  • The WFM vendor’s endpoints/URLs and required credentials.

  • Agreement on time zone and interval length (for example, 15 minutes).

  • Required network access/allowlisting (if applicable for your environment).

Choose your integration