WFM ReportsBright Pattern Contact Center supports integrations with the Aspect WFM (workforce management) application. These applications provide a number of automatically generated reports for workforce scheduling and real-time monitoring of agents’ adherence to work schedules. WFM reports may be scheduled on a set interval or on an as-needed basis.For more information regarding integrating a WFM account, see section [[Contact-center-administrator-guide/IntegrationAccounts#WFM_Integration|Integration Accounts]].Note that in order to generate WFM reports, this capability must be enabled for your contact center by the service provider.[[File:CCA-Reporting-WFM-5399maint.PNG|800px|thumb|center|WFM reports settings]]''Report types'' allows selection of the following: '''Basic''', '''APS''', and '''Agent Performance (daily)'''''Schedule'' settings allow you to configure automatic WFM report generation. Their settings are as follows.''Reporting interval'' is the frequency, in minutes, that reports will be delivered to your WFM account; the default setting is 15 minutes. Note: This interval does not apply to Agent Performance (daily) reports.Choose between '''Daily''' or '''Continuously'''.Note if the '''Agent Performance (daily)''' report is enabled, it will be run/delivered only daily; continuous delivery applies to '''Basic''' and '''APS''' reports.''Run time'' allows you configure what time you want the report generated at. To do this, enter a time and select from a drop-down menu the time zone that applies. The default time is "Midnight UTC."The number of minutes to delay when delivering reports continuously (only available when you select "Continuously"; see above).''Resend'' allows you to configure a repeated transmission of selected WFM reports for each interval with a specified delay (i.e., in minutes). Reports will resend relative to the end of the reporting interval. Note that this setting is available only when you select "Continuously" (see above).''On Demand'' settings allow you to generate WFM reports on an as-needed basis. Their settings are as follows.[[File:WFM-Report-On-Demand-53.PNG|650px|thumb|center|WFM On Demand report settings]]''Time frame'' allows you to select a date range which you would like the report to cover. You may choose from either a pre-determined period of time or a custom period. After you have selected the date range, you may configure an hour range in [[#From/To|From/To]]. The time frame options are as follows:* Today* Yesterday* This week* Last week* This month* Last month* CustomNote: Weeks run from Sunday to Saturday.''From/To'' displays the date range selected in ''Time frame''. If you change the dates manually, the time frame will change to '''Custom'''; you may also configure an hour range using the drop-down menus.''Run at'' allows you to schedule the reporting period configured here for a later time; select the date on the calendar and the hour on the drop-down menu.''Delivery'' is where you configure the destination of either the scheduled or on-demand reports.Select '''FTP''' or '''SFTP'''. Note that the corresponding SMTP settings are configured on the [[Contact-center-administrator-guide/EmailSettings#SMTP_Configuration|Email Settings > SMTP Configuration]] page.Enter the ''FTP/SFTP Server hostname'' (e.g., "cust.anyftp.com").Specify the address of the destination folder and file name (e.g., ''50Reports/Report.csv'' where ''50Reports'' is the destination folder and ''Report'' is the file name).Specify the FTP username (e.g., "demo@gmail.com").Specify the FTP password.''Test connection'' tests the connection of the FTP username and password.
Resend allows you to configure a repeated transmission of selected WFM reports for each interval with a specified delay (i.e., in minutes). Reports will resend relative to the end of the reporting interval. Note that this setting is available only when you select "Continuously" (see above).