WFM Adapter Implementation Packages

Our professional engagement integrates Dynamics 365 Customer Service with the WFM Adapter to streamline your workforce management. We handle installation, configuration, and testing within your Dynamics 365 environment, ensuring seamless data flow to your WFM solution. Our team supports user adoption, provides deployment guidance, and offers post-launch support—helping you quickly realize and maximize the value of Dynamics 365 Customer Service.

Deliverables for base install

• Installation of the WFM Adapter package in Dynamics 365 one sandbox and one production org.
• Configuration of the WFM Adapter to send the required data and metric calculations to the WFM solution.
• Conduct end-to-end System Testing based on TTEC standard test cases. Validation of WFM Adapter historical reports data and real-time agent states through variety of interaction handling scenarios.
• Support User Acceptance Testing over 5 days.
• Defect Triage and resolution.
• Provide guidance for production deployment planning and participate in cutover to the WFM Adapter solution.
• Provide post deployment support for 5 days after production rollout.
• Review Adapter as-built configuration. Review the common WFM adapter configuration updates required as new queue or agent changes are made to the contact center system.