> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/channels-integrations/workforce-management.md).

# Workforce management

Configure Workforce Management integrations for Dialogue Cloud.

Workforce Management (WFM) integrations send Dialogue Cloud workforce and contact-center data to an external WFM provider. Use WFM when the customer environment must support forecasting, scheduling, adherence, or historical workforce reporting in a provider system.

## Before you begin

Before configuring WFM:

* For Dialogue Cloud Neo, confirm a WFM connector entitlement for each configured WFM connection, provided through **AW303, Workforce Management Connector**. Ask your AnywhereNow representative whether your subscription includes the required connector. For on-premises licensing requirements or renewal questions, contact your AnywhereNow representative.
* Confirm which WFM provider is approved for the UCC.
* Request WFM activation through the current AnywhereNow provisioning or support process for the customer environment.
* Collect the provider endpoint, authentication, data-source, tenant, and scheduling values supplied by the WFM provider.
* Confirm which UCC configuration source is active for `WFMPlugin` Plugin Settings.
* Confirm whether the customer environment has any product, licensing, or support restriction on enabling more than one WFM provider for the same UCC.

{% hint style="info" %}
Exact provisioning paths, OnePortal labels, and activation responsibilities can differ by release and customer environment. Use the current environment-specific provisioning process instead of legacy navigation labels.
{% endhint %}

## Supported provider pages

Use the provider page that matches the approved WFM connection.

| Provider                                                                          | Use when                                                                                                    |
| --------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------- |
| [Verint](/channels-integrations/workforce-management/verint.md)                   | The UCC must send Verint CSI, STCI, or ETC data using values supplied by Verint and AnywhereNow.            |
| [Teleopti (by Calabrio)](/channels-integrations/workforce-management/teleopti.md) | The UCC must send Teleopti RTA events or historical data using values supplied by Calabrio and AnywhereNow. |

## Configuration workflow

1. Request WFM activation for the customer environment.
2. Confirm that the required `WFMPlugin` Plugin Settings rows are present for the target UCC.
3. Collect the provider-specific values from Verint or Calabrio.
4. Configure only the provider interfaces that are enabled for the UCC.
5. Store encrypted secret values only through the supported AnywhereNow encryption process. Do not paste plaintext secrets into Plugin Settings.
6. Apply configuration changes through the supported provisioning or support process for the environment.
7. Validate that the provider receives the expected data.

{% hint style="warning" %}
If support or cloud operations instructs you to restart a UCC service to apply WFM changes, schedule the work through the supported process. Active calls can be interrupted during a service restart.
{% endhint %}

## Data and timing

WFM integrations can send provider-specific combinations of:

* agent data
* skill data
* queue or agent-queue statistics
* real-time adherence events
* employee time or timeline events

Historical or statistical export intervals are configured per provider interface. Do not assume a universal WFM interval across all providers.

## Advanced adherence rules

Use adherence rules only when the provider configuration needs to suppress or allow specific WFM events based on agent state transitions.

{% content-ref url="/pages/CI7NOg0Wm6i0p3jRZBB7" %}
[Real-time adherence rules](/channels-integrations/workforce-management/real-time-adherence-rules.md)
{% endcontent-ref %}


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