Course Details
Workforce Manager Troubleshooting Workshop 7
WFT 7 1 30-Jan-08
Course Information
Code: WFT
Number of Days: 3
Instruction Method: Instructor-led
Genesys Software Version Used in Class: 7.5
This course uses Genesys software version 7.5 and it is also effective for
students using version 7.2 or an earlier version of 7.x.
Course Description
Workforce Manager Troubleshooting Workshop gives students an in-depth view
of the components of Genesys Workforce Manager (WFM). The workshop is a
mixture of theory and hands-on practice. It includes the following topics: WFM
Data Aggregator, Web Server, WFM Server, WFM Reports, WFM Builder, and
WFM Client. Additionally, students can bring one or two questions from their
installation on which to work as a troubleshooting project.
Who should take this course?
Workforce Manager Troubleshooting Workshop is intended for system
administrators, system integrators, and other technical roles involved in the
planning, configuration, and maintenance of Genesys Workforce Manager.
Note: This course is not intended for Forecasters and Schedulers of the WFM
application.
Recommended Skills & Knowledge:
• At least three months experience supporting and maintaining a Genesys
Workforce Manager installation (recommended six months)
Course Prerequisites
• Framework Overview (FRO) or Universal Routing and Solution Reporting
Overview (RRO)
• Optional: Configuring, Forecasting, and Scheduling with Workforce
Manager (WFP)
Workforce Manager Troubleshooting Workshop 7
WFT 7 2 30-Jan-08
Course Objectives
After completing this course, a student will be able to:
• Describe the internal processes used by Workforce Manager applications
• Troubleshoot common problems related to Workforce Manager
functionality
• Interpret Workforce Manager log files
• Identify and address common problems that affect functionality,
performance and usability
WFT Course Topics
• WFM Servers
o Server Architecture and components
o Log action files
• WFM Data Aggregator
o Log action files
o Dynamic and manual synchronization tasks
o Application startup
• WFM Database Utility
o Functionality: backup, restore, upgrade, cleanup
• WFM Web Server
o WFM Web upgrade steps
o Tomcat Application Manager
• WFM Builder
o Functionality: options
o Log action files
• WFM Integration API
o API options
• WFM Routing
o Configure and assess
• Troubleshooting
o Common Configuration Problems
o WFM Architecture issues
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