Overview
NICE WFM True to Interval (TTI) accounts for the unique challenges of long duration contacts and work items (both synchronous and asynchronous) for transformative forecasting and planning. The TTI paradigm ensures your forecast, staffing requirements, and schedules are driven by patterns of interval-specific activity associated with contacts over the lifespan of the contacts.
This frequently asked questions (FAQ) document will cover important considerations for TTI and IEX WFM to help you understand how these new concepts change the way you manage your operation. FAQ content is provided for the sending system (CXone ACD integration to WFM) and for the consuming system (IEX WFM).
Transform WFM for the Digital Age with True to Interval (TTI)
Digital channels have broken traditional WFM forecasting and scheduling methods in the contact center. To keep up with your customer’s expectations for fast, human service, drastic changes to workforce management are needed, and NICE WFM True to Interval (TTI) is designed for your new reality.
Master the WFM Paradigm Shift with True to Interval Analytics
In this eBook, we will detail how the nature of work is changing, unpack the old and new paradigms surrounding workforce management, and discuss how modern solutions have evolved to approach the new challenges in the increasingly flexible blended digital office.
Harnessing Digital Channels and WFM to Provide the Best Service for Every Customer
Contact centers have more challenges than ever due to the introduction of new generations to the workplace, lasting effects of the pandemic on consumer and employee behavior, and the need for resiliency amid economic uncertainty.
