Workforce, quality, and the recording shelf · Learn it in 5 minutes

Ecosystem · practice · 12 min full read

The WEM product page describes workforce management, quality, analytics, surveys, and recording, and it also describes a Verint partnership. Five9 says it manages install and upgrades for the solution it delivers. The data sheet is the short version of that claim.

• Name native WEM or Verint
• Keep quality scores out of the router unless an admin change says so

Native WEM and a Verint deployment are not interchangeable words. Ask which one is in the contract. Quality scores do not change a skill assignment unless a process says they do.