WFM - Workforce management for Call Center

Convenient tools for planning the work schedule of call center employees, simple shift management and real-time monitoring (control) of violations.


Workforce management for Contact Center

WFM is short for workforce management and refers to the practice of planning and optimizing the use of a company’s employees to best meet business needs. In a contact center, WFM can include a number of activities such as call volume forecasting, staff shift planning, and analysis of employee performance data to identify areas for improvement. The goal of WFM is to ensure that the contact center has the right number of employees with the appropriate skills and knowledge to handle customer inquiries and resolve their issues effectively and efficiently.

The “Indicators” widget from Oki-Toki displays a list of KPI indicators in real time, for example, if the operator was late for a shift, left early or skipped it.
Create new events and integrations in the Oki-Toki system. Send API notifications to e-mail about violations of the work schedule of call center operators.
Service for call centers Oki-Toki analyzes busyness, breaks, delays, etc. Set up automatic notifications to track critical metrics in the call center.

Requirements for WFM contact center

There are several key requirements for WFM in a call center, including the ability to accurately predict the number of calls, the ability to efficiently schedule staff, and the ability to track and manage staff performance in real time. Other important requirements for WFM in a call center include the ability to track and manage attendance, adherence to relevant policies and standards, and integration of WFM with other key call center systems and processes.

Work schedule selection

Depending on the number of customer requests and the workload of call center operators, you can create the most suitable work schedule.

Подбор расписания работы
Working shift compliance

Thanks to the KPI functionality, you can track violations of the work schedule.

Соблюдение рабочей смены
Operator performance monitoring

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

Мониторинг работы операторов
Evaluation of employee productivity

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

Оценка продуктивности сотрудников
Headcount optimization

With the help of WFM, you can assess the need for operators, as well as notice their shortage 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 contact center WFM system should help ensure that the right number of people with the right skills and knowledge are available to handle customer inquiries, improve customer satisfaction, and support the overall success of the contact center.

Differences between WFM and WFO system for Contact Center

The main difference between WFM (Workforce Management) and WFO (Workforce Optimization) systems is that WFM focuses on scheduling work schedules and tasks for call center agents, while WFO includes additional features such as performance analysis and optimization of call agents. -center, service quality monitoring and data analysis. In general, WFO is a more complex and integrated system that includes WFM functions and additional features to optimize the work of the call center operator and improve the quality of service. WFO systems can help companies improve the efficiency and effectiveness of their contact centers by providing the tools and information to optimize productivity and deliver superior customer service.

A tool for analyzing the conversation by the quality control department (QC). Standardizes evaluation requirements, helps to organize the evaluation process from screening calls for verification to reports.Automatic addition of violations to the disciplinary report. Automatic selection of audio recording for verification. Voice distortion to eliminate subjectivity. Statistics of operators' evaluations and the work of the quality control department.
Возможность учёта времени “на обеде” и “работа с документами”
Report Builder
A tool that helps you optimize and automate the collection and analysis of your call center data. It allows you to create customized reports, selecting only the indicators you want, and automatically receive reports by email in the format and interval you want. With Datamixer, you can easily track your call center's important metrics and share your reports with colleagues and customers.
Автоматическая речевая аналитика
Speech analytics
Speech Analytics automatically adds tags to transcripts that a supervisor or quality control department should pay attention to. Thus, it simplifies the analysis of conversations for each individual operator.Indicators that speech analytics monitors:interruptions by the operator of the client; pauses in the dialogue by the operator; use of obscene (obscene) words; correspondence of the questionnaire to the transcript of the conversation.

Benefits of WFM from Oki-Toki for the Contact Center

Using WFM will help organize the working hours of call center employees so that the project is not slowed down by a lack of staff, but also that operators have enough workload.

Using a WFM system in a call center will allow:

  • effectively plan working hours;
  • identify the optimal load;
  • control the presence of employees in the field;
  • detect shortage or excess of operators;
  • track the failure of the sales plan;
  • redistribute employees on projects during the day;
  • create convenient work schedules;
  • predict staffing needs.

Questions and answers


Shifts are a way to assign a work schedule to an operator so that they can keep track of the schedule. You can create shifts in two clicks, taking into account the workload of operators in the call center, and Oki-Toki will keep track of working hours and monitor discipline.

There are two reports to help you keep track of violations – KPI Log and KPI Summary Report.

Agent Workplace

The operator inside the operator’s station sees his current shift and can, by clicking on it, go to the settings and request another schedule from the supervisor, indicating the reason.

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

Agent KPIs

KPI monitoring is an indispensable element in the work of a call center. KPI indicators reflect the effectiveness of each employee, project, department and company as a whole. By analyzing the indicators, you will be able to determine the required number of operators (and supervisors), predict and optimize the cost of maintaining a call center, and identify violations of the work schedule.

Bonuses and penalties for call center agents

Good work is rewarded, and violations are punished. How much was charged per day of work, were there any violations and who should count on the bonus? Thanks to automation, it is possible to manage the virtual balance of operators, replenish and write off virtual funds from it for the work performed. Using KPIs, charge bonuses and penalties to operators and supervisors.

Smart Reports

Smart reports (reports) – an effective report on key indicators of the call center. Monitor team activity with a detailed report on the total workload of agents and their working hours. You will automatically receive a report by e-mail, which includes information about operators being late for a shift or leaving before the end of the working day, as well as employment statistics during the shift.

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