WFO vs ACR /QM

[telklass]

Hi Guys,


Could someone here can explan the relation between WFO and ACR / QM .



Thanks !

 

[kyle555]

ACR=recorder
QM=scorecards for the supervisors to listen and make your customer service better
WFO = figuring out when peak/non peak is and guessing when it's best to schedule agents

Ever work in a call center where your shift ends at 11PM and the system decided the mathematical best time to put you on lunch was 6-630PM and last break from 1040-1055PM?

 

[telklass]

Thank you ,


Do you think an upgrade on WFO will require to make change ACR ... Sorry if i missunderstand the concept guys .


Thanks !

 

[kyle555]

Maybe? It's a suite. Avaya WFO goes on top of ACR.

 

[DAVIDPAYNE]

I don't think there is a maybe to it. As kyle555 said it is a suite.
So you upgrade all of it. And the V15 is more integrated then the V12.