Workforce management · foundation · 12 min full read
The Five9 workforce management page says WFM aligns agent resources with contact volumes through the day, so the right number of agents with the right skills are available. It describes volumes that sometimes exceed the people on hand, and times when more agents are on hand than the work needs.
The workforce engagement page puts the same idea in one line: accurate multi-skill, multi-channel forecasts and schedules, real-time adherence, intraday management, and more. WFM is that staffing layer. It is not a dialing mode and not a skill group.