Cheat code

WFM and recording cheat sheet

• WFM needs the same agent id, the same interval, and the contact-center timezone.
• A forecast is not a route. Scheduling does not make the phone ring.
• Recording is the audio. Quality management is a score of that audio.
• One-way on the recorder is still an SDP problem.

Teaching notes. Forecast math here is not a vendor workforce product.