Information Technology

Gartner Glossary

WFM (Workforce Management)

A system intended to maximize the use of agent labor by projecting incoming call volumes and scheduling staff to meet needs exactly, by time of the day, day of the week, week of the month, etc. WFM systems use historical calling records, which are collected from the automatic call distribution system, to project future calling patterns and volumes for specified time frames. Features include:

•     Call volume forecasting

•     Calculation of the required number of agents, based on the desired average speed of answer

•     Agent scheduling

•     Meeting and vacation planning

•     Reporting

•     “What if” analysis

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