Workforce management is the roster
Tuesday at 10
Forecast
The expected inbound
volume is written.
WFM
Schedule
People are placed
against it.
WFM
Break
A break removes people.
Floor
Ready
The remainder can take
contacts.
Floor
Use
Lines are based on
Ready.
Dialer
Adhere
Adherence says who
ignored the plan.
Report
The dialer should see the second number.
Sources and go deeper
Workforce engagement management
.
vendor
. last checked 2026-10.
Agent Desktop
.
vendor
. last checked 2026-10.