Workforce management
WFM is the roster. The pages name the tools and leave the formulas unnamed.
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 desc
Forecasts are multiskill and multichannelThe WFM page says accurate contact-volume forecasts are the base for staffing, and that you create multiskill, multichannel forecasts. The feature list names multiple forecasting a
Schedules can be built or bidThe WFM page says you can schedule agents automatically based on preferences, or let them bid on schedules, and that the plans are there to meet service goals and limit labor cost.
Intraday is a comparison, a reforecast, and a noticeThe WEM page says intraday management and automated adjustment sit with workforce management. The WFM page's change card says you compare interval by interval to the plan, reforeca
Adherence is plan versus what the person didThe WFM page says adherence can be tracked over time or in real time. The feature list adds historical adherence, real-time monitoring, out-of-adherence alerts, and both an agent v
The agent can see the plan, including on a phoneThe agent portal on the WFM page lists viewing schedules and adherence, bidding on shifts, requesting schedule changes, vacation, and voluntary overtime, plus notifications and ale
Native WEM and a partner path both existThe workforce engagement page says Five9 offers WEM natively and also partners with vendors such as Verint. It says Five9 manages installation, configuration, maintenance, and upgr
Sources and go deeper
- Workforce management. vendor. last checked 2026-10.
- Workforce engagement management. vendor. last checked 2026-10.
- Erlang (unit). wikipedia. last checked 2026-10.
- confirm. The WFM page says multiple forecasting algorithms and does not name them. This lesson does not call the engine Erlang C. last checked 2026-10.
- confirm. The WFM page says six change notification channels and does not name them. last checked 2026-10.
- Agent Desktop. vendor. last checked 2026-10.
- Agent Desktop. vendor. last checked 2026-10.
- confirm. This lab does not know which WEM suite a given customer bought. The WFM CRM card read here names Oracle and ServiceNow, not the longer adapter list. last checked 2026-10.