Plan, staff, and run your entire workforce on one platform.
From interval-level demand forecasting to optimizer-built schedules, real-time intraday control, agent engagement, and BI-ready analytics — the complete workforce lifecycle, for multi-tenant contact-center and back-office operations.
The workforce lifecycle
One platform, end to end — no stitching tools together.
Every stage of workforce management lives in a single system where data flows forward automatically.
01 · Foundation
Workforce & organisation
The single source of truth every module builds on
Org hierarchy
Model business units → departments → teams → employees once, and scope everything to it.
Employee management
Profiles, skills, contracts, FTE, hiring locations and custom attributes in one record.
Planning groups & queues
Skill-based routing groups with per-queue AHT, SLA targets and channel types.
Roles & access
Granular RBAC with org-unit-scoped permissions and a full audit trail.
02 · Forecast
Demand forecasting
Predict the work before it arrives, to the interval
Interval demand
Volume and AHT per interval per queue, with Erlang-C agent requirements.
Accuracy tracking
MAPE and forecast-vs-actual on every run, so the model earns trust over time.
Shrinkage & events
Model shrinkage buckets and layer special-event uplifts onto the baseline.
Intraday curves
Auto-distribute daily volume into intervals from historical patterns.
03 · Plan
Headcount & capacity
Right-size the workforce against demand
Headcount planning
FTE targets against forecast demand, with cost mix and budget views.
Gap analysis
See over- and under-staffing weeks ahead — before it hits the floor.
Hiring & scenarios
Size recruitment and overtime, and compare what-if plans side by side.
04 · Schedule
Scheduling & shift marketplace
Optimizer-built rosters, then hand agents the controls
Auto-scheduling
A two-stage optimizer builds coverage-balanced rosters that respect the rules.
Constraints
Contract hours, rest, breaks and availability enforced — not just suggested.
Activities & coverage
Per-channel routing and live coverage grids across the scheduler timeline.
Shift marketplace
Swaps, shift bidding, and overtime / VTO offers — rule-checked and auto-awarded.
Event planner
Overlay coaching, training and meetings onto shifts, coverage-aware.
05 · Operate
Real-time & intraday
Run the current day and correct course live
Intraday monitor
Live forecast vs actual staffing per planning group, interval by interval.
Live adherence
Scheduled vs actual state to the interval, with supervisor overrides.
Corrective actions
Reforecast, adjust demand, re-optimize, or broadcast OT / VTO in a click.
AI advisor
Suggested actions to close the day's gaps, ranked by impact.
06 · Engage
Agent experience & performance
Self-service, coaching and motivation that lifts performance
Mobile self-service
My schedule, swaps, time-off, shift bids and notifications — in the pocket.
Time-off administration
Leave types, accruals, pools, blackouts, balances and buyback — automated.
Performance & coaching
Scorecards, custom KPIs (NPS, CSAT…), and an Insight→Intervention→Outcome loop.
Gamification
Points, levels, badges, streaks, challenges and rewards — per org unit.
07 · Analyze
Reporting & analytics
Close the loop — and feed the rest of the business
Report builder
Build reports visually or with plain-language AI queries across every domain.
Dashboards & KPIs
Live tiles and reusable KPIs — adherence, occupancy, forecast accuracy and more.
Delivery & BI
Scheduled delivery, OData feeds and warehouse sync to Snowflake / S3.
Built on a modern platform
Enterprise-grade foundation under every module.
Multi-tenant & secure
JWT tenant isolation, row-level security, full audit trail.
9 languages, RTL-ready
Every surface localised, including right-to-left layouts.
Live connectors
Salesforce, Avaya, Amazon Connect & Genesys — state & queue stats.
Atlas AI assistant
In-app, always-on how-to guidance for every user.
Native mobile
A dedicated agent app for iOS and Android.
Why WFMPro
The depth of a legacy suite, without the seams.
/ 01
Optimizer-driven scheduling
Rosters are solved, not hand-built — coverage-balanced and constraint-safe from the first draft.
/ 02
Real-time by design
Forecast, schedule and live adherence share one data model, so intraday decisions are grounded in the plan.
/ 03
Engagement built in
Coaching, performance and gamification aren't add-ons — they ship with the platform and lift the numbers.
/ 04
Open & BI-ready
Connectors in, OData and warehouse sync out — WFMPro fits the stack you already run.
The whole workforce lifecycle, on one platform.
Forecast the demand, build the schedule, run the day, engage the team, and prove the results — without leaving WFMPro.