Employee Engagement Manager

Employee Engagement Manager (EEM) is an add-on module you can purchase for IEX WFM Integrated. You can use it to:

  • Improve schedule flexibility.
  • Enhance agent satisfaction.
  • Automate and optimize up to 80% of manual intraday management processes.

Built to work with IEX WFM Integrated, EEM automatically updates your system with any schedule changes it receives. It offers significant benefits for all contact center roles.

For example, EEM empowers agents to view and change their schedules from any browser or from an optional smartphone app. EEM tailors the schedule changes to the individual agent based on their WFM skillsClosed An employee's area of expertise. A skill can be fluency in a specific language or business skills, such as sales or technical support., preferences, and availability.

For supervisors, EEM provides a dashboard to keep an eye on agent login activity, schedules, and availability for schedule adjustments. It also has built-in instant messaging, so it's easy to communicate with agents, other supervisors, and WFM administrators.

WFM administrators can use EEM to analyze performance metrics and staffing level variances in real time. It can proactively recommend adjustments that might improve staffing.

For more information on Employee Engagement Manager, contact your CXone Account Representative. A minimum of 300 seats is required for this module.

Full documentation is available when you log into the application and launch help.

Supported Browsers for EEM Add-On
Chrome Firefox MS Chromium Edge Safari
106.0.5249.103 105.0.3 106.0.1370.37 16

EEM does not support Microsoft Internet Explorer.

Most internet browsers are updated frequently by their developers. New versions may impact functionality and may require additional software updates to resolve. Because of this, supported browsers are subject to change.
Mobile device Notes for EEM Add-On

EEM offers an optional mobile app that allows agents to access their schedules from a smartphone. If you plan to allow agents to use the Agent Mobile app, note the following:

  • Compatible with iPhone and Android devices.
  • Blackberry devices are not officially supported.
  • Only one version of the Agent Mobile app is supported.
  • SMS is supported only in the following countries: Australia, Canada, United Kingdom, and United States.
  • Bio-authentication requires Android 9 or later.
  • Face ID is not supported on One Plus, Real me, and Vivo devices.
  • Mobile Device Management (MDM) is not supported.

NICE is not able to validate every mobile device and operating system combination on the market. Therefore, we cannot make a definite statements about support of older devices and older operating system combinations. If a user experiences compatibility issues, NICE suggests upgrading to an operating system supported by the device manufacturer (Android, Apple). Operating systems no longer supported by Android or Apple cannot receive security patches and may experience security compatibility with the Agent Mobile app.
Supported Languages For EEM Add-On: EEM Agent Role
  • Dutch (Nederlands)
  • English (English) (US)
  • European Portuguese
    (Português europeu)
  • French (Français) (France)
  • German (Deutsch)
  • Spanish (Español) (Mexico)
Supported Languages For EEM Add-On: EEM Supervisor Role
  • English (English) (US)
  • European Portuguese
    (Português europeu)
  • French (Français) (France)
  • Spanish (Español) (Mexico)