Workforce
Workforce management staffs the work
Forecasts, schedules, intraday changes, and adherence from the public WFM and WEM pages.
Workforce management ยท foundation ยท 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.
- Call WFM the roster layer
- Keep it off the campaign-type list
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.
Staffing, not the dialer.
One sentence
Say what WFM is for, without naming a dialing mode.
- Volumes
- People
- Skills
The sentence matches the page.
- What does WFM align? People with volume.
- Right skills? Named on the page.
- Is it a dialing mode? No.
- Intraday? On the WEM line.
- Workforce management. vendor. last checked 2026-10.
- Workforce engagement management. vendor. last checked 2026-10.
Glossary. Skill group: Agents or supervisors who can take a campaign's work. A user and a campaign can have more than one. Skill groups
Sister technologies. RedSky. Emergency-location partner on the E911 data sheet. Not the ITSP. E911 data sheet
Config. Say what WFM is for, without naming a dialing mode.
Troubleshooting. The pages describe staffing. Rename the plan.
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.