# Workforce, quality, and the recording shelf

- The WEM product page describes workforce management, quality, analytics, surveys, and recording, and it also describes a Verint partnership. Five9 says it manages install and upgrades for the solution it delivers. The data sheet is the short version of that claim.
- Native WEM and a Verint deployment are not interchangeable words. Ask which one is in the contract. Quality scores do not change a skill assignment unless a process says they do.
- Name native WEM or Verint
- Keep quality scores out of the router unless an admin change says so

## Sources and go deeper

- [Workforce engagement management](https://www.five9.com/products/capabilities/workforce-optimization). vendor. last checked 2026-10.
- [WEM data sheet](https://www.five9.com/resources/data-sheet/five9-wem). vendor. last checked 2026-10.