WFM System for Call-center

A convenient program for planning the work schedule of call-center employees, simple shift management, and real-time violation monitoring.


Workforce management for Contact Center

“WFM” stands for workforce management, referring to the practice of planning and optimizing the use of company employees to best meet business needs. In the contact center, WFM may include a range of activities such as forecasting the number of calls, scheduling staff shifts, and analyzing employee performance data to identify areas needing improvement. The goal of WFM is to ensure the contact center has the necessary number of employees with the right skills and knowledge to handle customer requests effectively and resolve their issues efficiently.

The "Indicators" widget from Oki-Toki in real time displays a list of KPI indicators, for example, if an Agent is late for a shift, leaves early, or misses it.
Create new events and integrations in the Oki-Toki system. Send notifications via API to email about violations of the work schedule of call-center Agents.
The Oki-Toki service for call-centers analyzes busyness, breaks, lateness, etc. Set up automatic notifications to track critical metrics in the call-center.

Requirements for the WFM Contact Center

There are several key requirements for WFM in the call-center, including the ability to accurately forecast the number of calls, the ability to efficiently plan staff work, as well as the capability to track and manage employee performance in real-time. Other important requirements for WFM in the call-center include the ability to track and manage attendance, compliance with relevant rules and standards, and the integration of WFM with other key systems and processes in the call-center.

Work Schedule Selection

Depending on the number of customer inquiries and the workload of call-center Agents, you can create the most suitable work schedule.

Подбор расписания работы

Adherence to Work Shift

Thanks to KPI functionality, violations of the work schedule can be tracked.

Соблюдение рабочей смены

Monitoring Agents' Work

In real time, you can observe the number of Agents on the line, missed calls, KPI violations, etc.

Мониторинг работы операторов

Evaluating Employee Productivity

For the best work result, you can adjust the tasks and workload of call-center Agents.

Оценка продуктивности сотрудников

Optimizing the Number of Employees

With WFM, you can assess the need for Agents and notice their lack throughout the day or during “peak hours”.

Оптимизация численности сотрудников
Подбор расписания работы
Соблюдение рабочей смены
Мониторинг работы операторов
Оценка продуктивности сотрудников
Оптимизация численности сотрудников

Overall, a successful WFM system in the contact center should help ensure the availability of the necessary number of employees with the appropriate skills and knowledge to handle customer requests, increase customer satisfaction, and support the overall success of the contact center.

Differences Between WFM and WFO Systems for Contact Center

The main difference between WFM (Workforce Management) and WFO (Workforce Optimization) systems is that WFM focuses on planning work schedules and tasks for CC (contact center) Agents, while WFO includes additional features such as analyzing and optimizing the performance of contact center Agents, monitoring service quality, and analyzing data. Overall, WFO represents a more comprehensive and integrated system, including WFM functions and additional capabilities for optimizing the work of CC Agents and improving service quality. WFO systems can help companies increase the efficiency and effectiveness of their contact centers by providing tools and information for optimizing labor productivity and offering high-quality customer service.

A tool for conversation analysis by the Quality Control Department (QCD). It standardizes evaluation requirements, helping to organize the evaluation process from selecting calls for review to reporting.
  • Automatic addition of violations to the disciplinary report.
  • Automatic selection of audio recordings for review.
  • Voice distortion to eliminate subjectivity.
  • Statistics of agent evaluations and the work of the quality control department.
Возможность учёта времени “на обеде” и “работа с документами”
Report Builder
A tool that will help you optimize and automate the process of collecting and analyzing your call-center data. With it, you can create customized reports by selecting the indicators that are important to you, and automatically receive reports by email in the format and time interval you need. With Datamixer, you can easily track the dynamics of changes in your call-center’s crucial indicators and share reports with colleagues and clients.
Автоматическая речевая аналитика
Speech Analytics
Speech Analytics automatically adds tags to transcripts that the supervisor or quality control department should pay attention to, thereby simplifying the analysis of conversations for each individual agent.
  • interruptions by the agent during a customer's talk;
  • pauses in dialogue on the agent's part;
  • use of obscene (foul) words;
  • compliance of the questionnaire with the transcript of the conversation.

Benefits of WFM from Oki-Toki for Contact Center

Using WFM helps organize the working hours of call center employees so the project doesn’t slow down due to a lack of personnel, but also ensures that agents have enough workload.

  • effectively plan working hours;
  • identify the optimal workload;
  • monitor the presence of employees at their locations;
  • detect a shortage or surplus of agents;
  • track the non-fulfillment of the sales plan;
  • redistribute employees on projects during the day;
  • create convenient work schedules;
  • forecast the need for staff.

Oki-Toki Service Capabilities


Shifts are a way to assign an agent a work schedule to later monitor adherence to the schedule. You can create shifts in two clicks, considering the workload of agents in the call center, and Oki-Toki will keep track of working hours and monitor discipline.

  • KPI Journal and Composite KPI Report will help keep a history of violations.

Agent Station

Within the agent workplace, the agent can see their current shift and, by clicking on it, go to the settings and request a different schedule from the supervisor by stating the reason.

  • Such requests appear instantly in the administrative interface and are marked with an indicator. After reviewing the reason, the supervisor can approve the schedule change or deny it. The new shift of the agent will take effect from the next period, that is, from tomorrow.

Agents' KPI

Monitoring KPI is an indispensable element in the work of the call-center. KPI indicators reflect the efficiency of each employee, project, department, and the company as a whole. By analyzing the indicators, you can determine the necessary number of Agents (and supervisors), forecast and optimize the costs of maintaining the call-center, and identify work schedule violations.

Bonuses and Penalties to call-center Agents

Good work is rewarded, and violations are penalized. How much was credited for a day’s work, were there any violations, and who should expect a bonus? Thanks to automation, it’s possible to manage the virtual balance of Agents, crediting and debiting virtual funds for work done. Using KPI, assign bonuses and penalties to Agents and supervisors.

Smart Reports

Smart Reports (reports) — an efficient report on key call-center indicators. Monitor team activity using a detailed report on the overall workload of Agents and their working hours. You will automatically receive an e-mail report, which includes information about Agents being late for their shift or leaving before the end of the working day, as well as statistics on busyness during the shift.

What else is there for sales and consultations?

WFM analytics from Oki-Toki

The goal of WFM is to ensure the company has enough employees for quick and efficient customer service. Oki-Toki has created convenient tools for shift management, employee work schedule control, and real-time violation monitoring. Using the WFM system of Oki-Toki enables the company to effectively plan employees’ work schedules, monitor workload and presence, detect shortages or surpluses of agents, track sales plan fulfillment, redistribute employees on projects, and create convenient shifts for work. This helps the company more efficiently organize work processes and avoid project delays due to staff shortages, while maintaining a sufficient workload for agents.

What is a WFM system

WFM system (Workforce Management system) is an innovative tool that helps companies manage their personnel, resources, and processes. The WFM system can be used for managing work schedules, predicting staff workload, automatic task assignment, and for controlling compliance with company rules and regulations. The WFM system is an important component of a successful personnel management strategy and helps companies increase work efficiency, improve the quality of communication with customers, and increase profits.

Why do call centers need a WFM system

  • Scheduling: WFM allows the creation of an optimal work schedule for call center agents depending on customer inquiries and workload;
  • Controlling shift adherence: The KPI functionality enables monitoring of agents’ shift adherence and violations detection;
  • Monitoring agent work: In Oki-Toki, it is possible to observe in real-time the number of agents on the line, missed calls, as well as KPI violations and other work indicators;
  • Assessing employee productivity: WFM enables the planning of tasks and workload for call center agents to achieve the best work result;
  • Optimizing staff numbers: With the help of WFM, it’s possible to detect the need for agents and the lack of specialists during “peak hours” or throughout the day.

Using Workforce Management for call centers will enhance the productivity and efficiency of the company, improve customer service quality, and reduce costs.

WFM solutions in OKI-TOKI

  • Shifts: Agent shifts in Oki-Toki – an easy way to set a work schedule for agents to monitor their discipline. When creating shifts, the workload of agents in the call center is considered, which allows easy control over employees’ work and shift management. KPI journals and a comprehensive KPI report are used for discipline violation control;
  • Agent Workplace: The agent can see their current shift and request a different schedule. Such a request instantly appears in the administrative interface, where the supervisor can approve or reject it;
  • KPI: KPI monitoring is an integral feature in the call center. Analyzing KPIs can help determine the necessary number of employees, optimize maintenance costs of the call center, and detect work schedule violations;
  • Bonuses and penalties: The Oki-Toki system also allows assigning bonuses and penalties to agents and supervisors, encouraging good work and punishing violations;
  • Smart reports: Reports are detailed reports on key call center indicators, allowing team activity control. Reports are automatically sent to email and provide reliable monitoring of call center performance;
  • Widgets: The “Indicators” widget allows in real-time to see the WFM work schedule, monitor KPI indicators, such as lateness to shift, early departure, or missed calls;
  • Integrations: Creating new events and integrations, for sending notifications to email about violations of agents’ work schedule and other critical events;
  • Automatic notifications: Oki-Toki records busyness, breaks, lateness, etc. Therefore, it’s possible to set up automatic notifications to track critical metrics in the company;

Using these tools will help companies achieve maximum return from using WFM and increase the efficiency of personnel management.

How WFM is beneficial for call centers

  • Analyzing the number of agents and monitoring their work: WFM analytics can conduct an analysis of the number of agents, their work processes, and efficiency in real-time. Thanks to this, the company can make operational decisions related to work process planning;
  • Controlling agents’ schedule and presence: WFM system allows recording work time and presence of employees, which helps improve discipline and adherence to the schedule;
  • Optimizing work time and costs: WFM enables companies to optimize work time and labor costs by detecting schedule violations and predicting staff needs;
  • Planning the number of agents:With the help of WFM, the company can determine the optimal number of agents needed for handling calls. Thus, the company can optimize personnel costs;
  • Increasing employee loyalty and planning their work: WFM assists companies in creating convenient shifts for agents. This increases employee loyalty and motivation;
  • Personnel management and workforce planning: WFM allows companies to manage personnel, optimize workforce numbers, and detect work schedule violations;
  • Outsourcing and agent management: WFM aids companies in managing outsourcing and external employees, improving efficiency in the call center;
  • Working time accounting and work process standardization: WFM assists in logging employees’ work hours, automatically registering the start and end of a work shift, breaks, and other important moments. This increases the accuracy of payroll calculation and reduces the possibility of errors.

Using the WFM system for contact centers will help effectively plan employees’ working hours, monitor their presence, and detect optimal workload to avoid project delays and prevent overloading or shortage of agents. It also allows tracking sales plan fulfillment, redistributing employees on projects throughout the day, creating convenient schedules, and predicting the need for agents.

WFM system in business

In modern business, the use of the WFM system is becoming increasingly important for success and efficient personnel management. Implementing the WFM system allows companies to optimize business processes, improve work efficiency, and enhance customer service quality. Many companies successfully use WFM systems to optimize their business processes and manage personnel. The conclusions that can be drawn are that using the WFM system enables companies to achieve greater success, increase productivity and work efficiency, as well as improve customer service quality.

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