Workforce Management / Scheduling Software

Workforce Management Software (WFM) / Agent Scheduling Software: WFM / agent scheduling software takes call center statistics and projects future call traffic based on historical time-of-day, day-of-week, and seasonal data.  Using this information a proposed target schedule is produced, often with assigned slots for breaks and lunches.  Most WFM / scheduling software allows the target schedule to be automatically filled with agents, based on their availability, seniority, and desired number of hours.  Although WFM software is generally used for inbound call centers, there are also applications for outbound call centers.

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