NICE IEX Workforce Management

You need a workforce management solution that can digest the complexity of your organization and produce precise forecasts and clear action. That’s exactly why NICE IEX Workforce Management leads in market share and in product innovation.

Workforce professionals have made NICE IEX the top choice for over 20 years, because building top-notch capabilities is what we do. Solution depth and configurability delivers highly tuned forecasts and schedules, and automates processes to free you to focus on higher value activities. Simple end user interfaces make it easy for every employee to ‘own’ their schedule and their performance.

NICE IEX Workforce Management (WFM) has long led the market in share
and innovation. We are proud to have the largest community of WFM professionals
using our solution and providing ideas for improvements. WFM 6.2
represents these interests, addressing key issues, reinforcing long-standing
IEX WFM strengths, and introducing important new features.
Configurability
NICE IEX WFM 6.2 maintains the position as the most flexible
solution on the market. We attract the most fanatical and exacting
WFM professionals by offering them the ability to configure the
solution to their unique enviroment. They are able to finely tune
forecasts, support multiple scheduling methodologies, and account
for specific employee skill sets. We’ve reinforced our strengths in IEX
WFM 6.2:
Unified User Admin
Common data is synchronized across NICE IEX WFM, NICE Performance
Management, NICE Incentive Compensation Management and NICE
Interaction Management
Shift Policies
Set detailed rules for shift work, including sequencing the order shifts are
assigned
Min / Max Work Rules
Automatically manage overtime hours and costs, and work-life balance
Employee Engagement
All of NICE’s solutions strive to engage employees across the
organzation through common data and goals, and clear actions.
NICE IEX WFM 6.2 reinforces this position by enhancing key WFM
modules:
WebStation Portal
A central access point for WFM, Performance Management and Incentive
Compensation Management
WebStation Collaboration Applications
Introduction of chats, blogs, wikis, polls and message boards to invite
ideas, foster best practice sharing and respond to volume spikes
Availability Points
Cover all schedule requirements by allocating different points levels to
different shifts and letting employees select the combinations that they
prefer
Additional ‘New and Improved’ 6.2 Features
This release includes a number of requested and valued features inspired by our user community:
WebStation Real-Time Adherence
Supervisors can track employee-level adherence to schedule in real-time via the WebStation interface
Activity Notes
WFM professionals can easily communicate information about activity codes and frontline employees (absences or other activities).
These notes can be shared in near real-time, and either exposed or hidden from frontline employees
Date Range Scheduling
Addresses complex, region-specific regulations. Schedules are generated within local constraints/requirements—and fully integrated
with current work rules and schedule assignment options
Line of Business Terminology
Every user will see terminology that relates to their work environment, whether that be in the contact center, back office or branch—to
limit confusion and drive adoption
SmartSync History Import
Standard import of queue history, employee queue history, employee system history, employee state history and other data to enable
all WFM modules
NICE WFM Connector
A no-development ACD (Automatic Call Distribution) interface that can be used to quickly deploy a new ACD integration
Enhanced Authentication
IEX WFM now better supports user-defined password policies by featuring multiple authentication integrations to better meet the
needs of your IT department