What is WFM?

Workforce Management

Core WFM Functions

Workforce management consists of four interconnected disciplines:

flowchart LR
    A[Historical Data]:::data --> B[Forecasting]:::process
    B --> C[Scheduling]:::process
    C --> D[Real-Time Adherence]:::process
    D --> E[Intraday Management]:::process
    E --> F[Performance Data]:::data
    F --> A

    classDef data fill:#dbeafe,stroke:#1d4ed8,color:#1e3a8a
    classDef process fill:#f3f4f6,stroke:#6b7280,color:#374151

• Forecasting — Predict call volume, email volume, and chat requests by 15-30 minute intervals using historical data, seasonality, and known events
• Scheduling — Create agent schedules that match forecasted demand while respecting agent preferences, labor rules, and skill requirements
• Adherence tracking — Monitor real-time agent states against scheduled activities to catch deviations early
• Intraday management — Adjust schedules in real-time when actual volume differs from forecast (overtime, voluntary time off, skill reassignment)
• Time-off management — Handle PTO requests, shift swaps, and schedule preferences

WFM Staffing Calculations

WFM uses mathematical models to calculate optimal staffing. The foundation is Erlang C, which calculates the number of agents needed to achieve a target service level given:

• Forecasted volume — Expected calls/contacts per interval
• Average Handle Time (AHT) — How long each contact takes including after-call work
• Service Level Target — e.g., "80% of calls answered in 20 seconds"

The Erlang C result is the "base staff" requirement. WFM then adjusts for shrinkage (breaks, meetings, PTO, etc.) to get the actual number of agents needed on schedule.

Key WFM Metrics

WFM vs WEM vs WFO

These terms are often confused. Here's how they relate:

• WFM (Workforce Management) — Forecasting, scheduling, adherence. The operational core.
• WEM (Workforce Engagement Management) — WFM + quality management + coaching + employee engagement. The broader discipline.
• WFO (Workforce Optimization) — Older term, roughly equivalent to WEM. Includes recording, QM, and analytics.

WFM is a subset of WEM/WFO. All WEM solutions include WFM, but standalone WFM exists without QM features.

How WFM Integrates with Contact Centers

WFM systems require bidirectional data flow with the contact center platform:

flowchart TB
    subgraph Contact Center
        A[ACD/IVR]:::cc
        B[Agent States]:::cc
        C[Queue Data]:::cc
    end

    subgraph WFM System
        D[Forecasting Engine]:::wfm
        E[Scheduler]:::wfm
        F[Adherence Monitor]:::wfm
    end

    A -->|Historical data| D
    C -->|Real-time queue| F
    B -->|Agent states| F
    E -->|Published schedule| A

    classDef cc fill:#dbeafe,stroke:#1d4ed8,color:#1e3a8a
    classDef wfm fill:#d1fae5,stroke:#047857,color:#064e3b

Data from contact center to WFM:

• Historical call/contact volume by interval
• Average handle time by queue/skill
• Real-time agent states (available, on-call, after-call work, break)
• Real-time queue depth and wait times

Data from WFM to contact center:

• Agent schedules for routing decisions
• Skill assignments and proficiency levels
• Schedule exceptions (overtime, VTO)

Platform28 WFM Integrations

Platform28 integrates with leading WFM solutions:

• Assembled — Modern WFM built for support teams, strong in forecasting
• NICE WFM — Enterprise-grade with AI forecasting and mobile scheduling
• Verint WFM — Comprehensive WFO suite with advanced analytics
• Calabrio — Cloud-native WFM with engagement features
• Custom integrations — API access for proprietary WFM systems

Real-time ACD data flows to WFM for accurate adherence tracking. WFM schedules sync back to Platform28 for skills-based routing that respects agent availability.