Workforce management (WFM) software is an umbrella term for desktop and mobile programs that help a business manage staff scheduling. The term originated in contact centers and other service businesses that employ a large number of workers who are paid on an hourly basis.
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The goal of WFM software is to gain visibility into business metrics, such as the fewest number of agents needed at a particular time of day or the amount of time it takes to produce a particular product.
According to the research firm Gartner Inc., workforce management software has five corefunctions:
Labor scheduling: to help manage employees’ skills and compliance requirements more effectively.
Time and work data collection: to capture and report highly-detailed information about labor use.
Leave management: to process paid time-off requests with visibility into the staffing and liability implications.
Task and activity management: to deliver a more detailed view of labor management requirements to help with the sophisticated decision making required for activity-based management.
Time and attendance: to receive input from the other modules and apply rules against the reported times, based on the company’s requirements.