Workforce manager 7.1.2

[Steve]

Wondering if anyone out there has the database schema for Workforce manager, version 7.1x. I'd like to be able to create Crystal reports of our own from this DB. Nothing against the Genesys canned reports, but we'd like to be able to create our own reports that pull data from WFM and marry it up with data from our CRM application, and other apps.

[Tony Tillyer]

Hi,

Are you after just the WfM schemas or is there something you are looking to provide that CCA appears not to, at present?

Tony

[Steve]

Just looking for the schemas. When you say CCA are you referring to Call Concentrator? If so, we do not have that.

Basically, we have agent performance reports, which pulls data from our CRM application (ticket stats), and from our QA System (NICE Perform), Stat server (calls taken, not ready, etc.) and from WFM (Adherence, exceptions, etc.). The report automatically marries all the data into one clean report. Now that we've upgraded WFM from 6.5 to 7.1, we no longer have the abilty to pull that data so the schemas will help get us started in redeveloping the reports.

[Tony Tillyer]

I understand now CCA is Call Centre Analyzer, which is a generic term for the Reporting Solution within Genesys.

I remember seeing a post a while back which outlined the schema for WfM 6.5 but I've yet to see one for 7.1.x although I am sure it exists you will probably find that it is due in no small part to a local effort to pull apart the WfM relational tables and show them in n overview Schema. That is, if Genesys has not already done so...

Have you considered SDK for your reporting needs?

Tony

[Steve]

Just emailed to Steve & Tony

[Tony Tillyer]

Thank you I've got it

I will attempt to draw an overview schema this weekend (which is also no mean feat!) and see if I can't share it out somehow...

Tony

[ashiswty]

Can anybody send me copy of WFM Database Schema to shilpa.ash02@gmail.com

Thanks

[msh]

you can use the WFM SDK to create this kind of reports. Works quite well.