Enhanced Strategic Planner

Enhanced Strategic Planner (ESP) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. ESP is well-established tool for users of IEX WFM and IEX WFM Cloud. This release, ESP will be generally available for organizations using IEX WFM Integrated.

ESP offers these benefits:

• Ability to build what-if scenarios for long-term planning. It includes options and explanations of staffing and budgeting impacts.

• Ability to plan long-term staffing by site, location, or internal/outsource type. It's based on real data from your contact center.

• Ability to quickly see how your changes impact staffing requirements, service level, ASA, and occupancy.

ESP supports many channel A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. types based on your CXone WFM skills. This includes both voice and digital channels. It can use long-term forecasts created in IEX WFM Integrated or import external forecasts. ESP then uses those forecasts to create long-term plans, including plans for multi-step workflows. For more information on enhancing your IEX WFM Integrated system with ESP, contact your CXone Account Representative.

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