WEM
Workforce management is the roster
Native WEM and Verint, the roster, quality, surveys, and the recording clock.
Workforce engagement ยท practice ยท 12 min full read
WFM, in the product language, is how you staff to the work: schedules, intraday changes, adherence. It is not the dialer mode and not the service level target, though it exists so those can be met.
- Feed the dialer from the schedule
- Treat adherence as evidence
A predictive book that uses headcount instead of the schedule will overdial at every planned break. The roster is an input to the mode you already chose.
The dialer should see the second number.
Staff from the schedule
Given 30 scheduled and 6 on break, set the agent count in the simulator.
- Subtract 6
- Run progressive
- Note occupancy
You did not type 30.
- Does WFM pick preview vs power? No. It staffs.
- Break? Not available.
- Adherence? Plan versus actual.
- Service level needs? The people.
- Workforce engagement management. vendor. last checked 2026-10.
- Agent Desktop. vendor. last checked 2026-10.
Glossary. Call log: A report with filters. A July 2026 community article describes about 60 days unless retention is extended. Call log filters
Sister technologies. Five9 ITSP. One of three SIP stories. The others are your ITSP to Five9 SBCs, or a gateway. Technical requirements PDF
Config. Given 30 scheduled and 6 on break, set the agent count in the simulator.
Troubleshooting. Breaks are real and abandon alarms fire on the hour. Pace from the schedule.
Cross-platform bridge. A mapping to another PBX or contact center is a teaching bridge. It is not an import button.
Future hook. The guide's cloud endpoint stays unset. Confirm before relying on a dated catalog or a case-study number.