# Workforce management is the roster

- 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.
- 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.
- Feed the dialer from the schedule
- Treat adherence as evidence

## Sources and go deeper

- [Workforce engagement management](https://www.five9.com/products/capabilities/workforce-optimization). vendor. last checked 2026-10.
- [Agent Desktop](https://www.five9.com/products/capabilities/agent-desktop). vendor. last checked 2026-10.