I like that it's clear what you are doing when you are doing it, in WFO. There is no ambiguity. I do feel that more recently the feedback of customers is starting to make an impact in overall product design, which is nice to see. I also like that 18.2 introduced multi channel. With the ever changing ways our customers contact us and as we adjust the way we have to work to accommodate that, we need the tools to do so.

I love the ability to customize all of my forecasting parameters and create scenario after scenario for changing business needs. The adherence and RTA are both great for my real time analysts.

I like the ability to auto-run reports and query database to build custom reporting. I am generally able to get what I need in terms of reporting and analytics.