WFM System for Call Centers

Convenient software for planning call-center agent work schedules, effortless shift management, and real-time violation monitoring.


Workforce Management for Contact Center

«WFM» stands for «Workforce Management», a practice that revolves around planning and optimizing your company’s employee utilisation to meet business needs most effectively. Within a call center, WFM can encompass actions such as forecasting call volume, planning agent shift schedules, and analyzing employee performance data to identify areas for improvement. The goal of WFM is to ensure your call center is staffed with the right number of agents, possessing the essential skills and knowledge to handle customer inquiries and efficiently resolve their issues.

The "Indicators" widget from Oki-Toki real-time displays a list of KPI indicators. For instance, it showcases if an agent is late for a shift, left early, or failed to show up.
Create new events and integrations in the Oki-Toki system. Send notifications via API to email about any violations of the contact centre agent's work schedule.
The Oki-Toki service for call centers analyzes occupancy, breaks, lateness, etc. Set up automatic notifications to track critical metrics in the call center.

Requirements for WFM in a Contact Center

There are several key requirements for WFM in the call center, including the ability to accurately forecast the volume of calls, the ability to effectively plan staff work, and the ability to monitor and manage staff 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.

Selection of Working Schedule

Depending on the volume of customer inquiries and agent workloads in the call center, you can create the most suitable work schedule.

Подбор расписания работы

Adherence to Work Shift

Thanks to the KPI functionality, it is possible to track deviations from the work schedule.

Соблюдение рабочей смены

Monitoring the Performance of Agents

In real-time mode, you can monitor the number of agents on the line, missed calls, KPI violations, and so on.

Мониторинг работы операторов

Assessing the productivity of agents

For the most optimal outcome, you can adjust the tasks and workload of contact center agents.

Оценка продуктивности сотрудников

Optimization of Agent Headcount

With the help of WFM, it’s possible to assess the need for agents, as well as spotting any shortages 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 a contact center should help ensure the presence of the necessary number of agents with relevant skills and knowledge for handling customer requests, enhancing customer satisfaction, and supporting the overall success of the contact center.

Differences between WFM and WFO Systems for the Contact Center

The main distinction between WFM (Workforce Management) and WFO (Workforce Optimization) systems is that WFM focuses on scheduling tasks and workloads for call center agents, while WFO encompasses additional functions such as performance analysis and optimization for call center agents, service quality monitoring, and data analysis. In essence, WFO is a more comprehensive and integrated system, incorporating WFM functions and additional features for optimizing call center agent performance and improving service quality. WFO systems can help companies enhance the effectiveness and results of their contact centers, providing tools and information for optimizing labor productivity and delivering high-quality customer service.

Questionnaire Administration
Programm for conversation analysis by the Quality Control Department (QCD). Standardizes assessment requirements, helps organize the evaluation process from call selection for verification to reporting.Automatic addition of violations to the disciplinary report. Automatic selection of audio recordings for review. Voice distortion to eliminate subjectivity. Statistics on operator ratings and the work of the Quality Control Department.
Возможность учёта времени “на обеде” и “работа с документами”
Report Builder
The tool that will empower you to streamline and automate the data collection and analysis process in your call center. With its assistance, you'll have the ability to create custom reports, selecting only the metrics that are critical for you, and also automatically receive reports via email in the format and frequency that suits your needs. With Datamixer, you can effortlessly track the dynamic changes in important call center metrics and share reports with colleagues and clients.
Автоматическая речевая аналитика
Speech Analytics
Speech Analytics automatically injects tags into transcripts, drawing the attention of the supervisor or the quality control department. This streamlines the analysis of conversations for each individual agent.Metrics tracked by speech analytics include:agent interrupting the customer; agent pausing during the dialogue; use of obscene language; adherence to the scripts in the conversation transcript.

Benefits of WFM from Oki-Toki for a Contact Center

Implementing WFM will help organize the working hours of call center staff, ensuring that the project is not hampered due to staff shortage while also providing sufficient workload for agents.

Benefits of using the WFM system in a call center include:

  • effective planning of work hours;
  • determining the optimal workload;
  • monitoring the presence of employees in their places;
  • identifying shortage or surplus of agents;
  • tracking missed sales targets;
  • reallocating employees across projects during the day;
  • creating convenient work schedules;
  • forecasting staff requirements.

Potentials of the Oki-Toki Service


Shifts are a way to assign an agent’s work schedule, and to subsequently manage their adherence to it. With easy double-click creation of shifts, you can consider the workload of agents in the call center, and Oki-Toki will keep track of working hours and maintain discipline.

Two reports will assist in keeping a history of violations – the KPI Log and the KPI Summary report.

Agent's Station

Inside the agent’s workspace, the agent can view their current shift and, by clicking on it, navigate to the settings to request a different schedule from the supervisor, stating the reason. 

In the administrative interface, such requests appear instantly and are marked with an indicator. After reviewing the reason, the supervisor can approve the shift change or deny it. The agent’s new shift will take effect from the next period, meaning from the following day.

Agent's KPI

Monitoring KPIs is an indispensable element in the operation of a call centre. KPI indicators reflect the performance of each agent, project, department, and the company as a whole. By analysing these indicators, you can determine the required number of agents (and supervisors), forecast and optimise the costs of running the call centre, as well as identify schedule violations.

Bonuses and Penalties for Call Center Agents

Exemplary work is rewarded while breaches are penalized. How much has been earned in a day, were there any infringements and who should anticipate a bonus? With automation, it’s feasible to manage the virtual balance of agents, credit and debit virtual funds for executed work. Utilizing KPIs, dispense bonuses and penalties to agents and supervisors.

Smart Reports

Smart reports — an efficient report on key indicators of the call center. Monitor your team’s activity using a detailed report on the overall workload of the agents and their working hours. You’ll automatically receive an email report which includes information on the agents’ tardiness or leaving before the end of the working day, as well as a statistics on their workload during the shift.

What else is there for sales and consultations?

WFM Analytics from Oki-Toki

The purpose of WFM is to provide the company with the necessary number of employees for quick and efficient customer interactions.

Oki-Toki has developed handy rotation management tools, employee schedule controls, and real-time violation monitoring.

Using the Oki-Toki wfm system allows the company to efficiently plan employee schedules, monitor workload and presence, detect a shortage or surplus of agents, track sales plan execution, redistribute employees on projects, and create convenient shifts.

This helps the company more effectively organize work processes and avoid delays in projects due to a lack of staff, while maintaining a sufficient workload for agents.

What is a WFM system

The WFM system (Workforce Management system) is an innovative tool that assists companies in managing their personnel, resources, and processes. The WFM system can be utilized for managing work schedules, forecasting staff load, automating task allocation, as well as for monitoring company rules and regulations adherence. The WFM system constitutes an essential component of a successful personnel management strategy and assists companies in enhancing work efficiency, improving client communication quality, and boosting profit.

Why a Call Center Needs a WFM System

  • Scheduling formulation: WFM allows the creation of an optimal schedule for contact center agents based on customer inquiry volumes and workload;
  • Shift compliance monitoring: KPI functionality helps to ensure agents comply with their shifts and to detect infringements;
  • Agent activity monitoring: in Oki-Toki, you can observe the number of agents online, missed calls, as well as KPI violations and other performance indicators in real time;
  • Employee productivity assessment: WFM enables the planning of tasks and agent workload in the contact center for optimal performance results;
  • Staff number optimization: with the help of WFM, you can detect the need for more agents and identify any shortage of specialists during peak hours or throughout the day.

Using Workforce Management for call centers aims to boost company productivity and efficiency, enhance customer service quality and reduce costs.

WFM solutions in OKI-TOKI

  • Shifts: Agent shifts in Oki-Toki are a convenient way to schedule agents, ensuring discipline is maintained. While creating the shifts, the workload of agents in the contact center is taken into account, providing an effortless way to monitor employee performance and manage shift allocation. Discipline infractions are tracked using KPI logs and a comprehensive KPI report;
  • Agent’s Spot: the agent can view his 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: Monitoring KPIs is an integral part of the functionality in a call center. By analyzing KPIs, it is possible to determine the necessary number of agents, optimize the overhead costs of the call center, and also identify violations of the work schedule;
  • Bonuses and penalties: the Oki-Toki system also allows accruing bonuses and penalties to agents and supervisors, thereby stimulating good performance and punishing violations;
  • Smart Reports: reports are comprehensive assessments of key contact center metrics that empower you to manage your team’s performance. Reports are automatically sent to your email, ensuring reliable call center efficiency monitoring;
  • Widgets: the “Metrics” widget allows you to see the wfm work schedule in real-time, track key performance indicators (KPIs) such as tardiness, early departures, or missed calls;
  • Integrations: creation of new events and integrations, to send email notifications about agent’s work shift violations and other critical events;
  • Automated Notifications: Oki-Toki records agent occupancy, breaks, delays, and other parameters, therefore, you can set up automated notifications to track critical metrics in your company;

Leveraging these tools will enable companies to gain the highest returns from using WFM and boost their personnel management efficiency.

The power of WFM for a Contact Center’s benefit

    • Analysis of 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 the planning of the work process;
    • Control of schedule and presence of agents: The WFM system allows you to record the working time and presence of employees, which helps to improve discipline and adhere to the schedule;
    • Optimization of working hours and costs: WFM enables companies to optimize working hours and labor costs, identifying schedule violations and predicting staff needs;
    • Planning the number of agents: With the help of WFM, a company can determine the optimal number of agents needed to handle calls. Thus, the company can optimize labor costs;
    • Boosting agent loyalty and planning their work: WFM aids companies in designing convenient shifts for agents. This enhances their loyalty and motivates them;
    • Workforce Management and Staffing Planning: WFM enables companies to manage their agents, optimize staffing numbers, and identify schedule violations;
    • Outsourcing and agent management: WFM assists businesses in managing outsourcing and external workforce, thereby enhancing contact-center efficiency;
    • Time tracking and standardization of work processes: WFM assists in tracking employees’ working hours, automatically recording the start and end of work shifts, breaks, and other crucial moments. This helps to increase the accuracy of salary calculations and reduce the potential for errors.

Utilizing the WFM system for a contact center will effectively help you plan your team’s working hours, monitor their attendance, and pinpoint the ideal workload to avoid project delays and prevent overloading or shortages of agents. Furthermore, the WFM system allows you to track sales plan execution, redistribute team members on projects throughout the day, create convenient schedules, and forecast the need for agents.

WFM System in Business

In today’s business environment, the use of a WFM system becomes increasingly essential in achieving success and effective staff management. Implementing a WFM system enables companies to optimize their business processes, boost performance efficiency, and enhance customer service quality. Many companies successfully use WFM systems to optimize their business processes and manage their staff. The conclusion to draw from this is that adopting a WFM system allows companies to achieve greater success, increase productivity and efficiency, as well as improve customer service quality.

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