Name: WFM Wisdom
Author: L3 Prime

Help Desk

Web and Video Conferencing

Customer Support

Business Intelligence (BI)

Collaboration

Data Discovery and Visualization

Document Management

Enhanced 911 (E911)

File Sharing

Risk Management

Statistical Analysis

Enterprise

Accounting

Invoicing

Subscription Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Diversity, Equity, and Inclusion (DEI)

HR Management

Payroll

Recruitment Agency

Recruitment Automation

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Storage

Data Lakehouse

Data Mapping

Firewall Security Management

Fraud Detection

IP Address Management (IPAM)

In-Memory Databases

Incident Response

Infrastructure-as-Code (IaC)

Integration Platform as a Service (iPaaS)

Log Management

Managed IT Service

Network Performance Monitoring

Password Management System

Release Management

SOA Application Gateways

Web Portal

WiFi Hotspot

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Appointment Scheduling

Audio Editing

Content Management

Customer Reference Management

Email Marketing

Email Testing

Marketing Automation

Product Sampling

Retail Media Advertising

Social Media Management

Social Media Marketing

Survey & Forms Building

Web Analytics

Marketing

Field Service Management

Project Management

Professional Services

Customer Relationship Management (CRM)

Lead Generation Services

Lead-to-Account Matching and Routing

Multichannel Retail

Sales Coaching

Sales Gamification

Social Commerce

Sales

Architecture

InsurTech

Laboratory Information Management

Legal Billing

OSS/BSS (Operations Support/Business Support)

Oil and Gas

Real Estate

Vertical-Specific

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Wisdom WFM is a workforce management solution designed to streamline operations and enhance productivity. According to the vendor, this software caters to a range of professions and industries including call centers, customer service, retail, hospitality, and healthcare. It offers a variety of features that can help organizations effectively manage their workforce and drive success.

## Key Features

**Real-time monitoring**: According to the vendor, Wisdom WFM allows users to monitor workforce performance in real-time, track agent activities and availability, identify and address issues promptly, and make data-driven decisions on the spot.

**Forecasting and scheduling**: The vendor claims that Wisdom WFM enables accurate workload and staffing requirement forecasting, optimized schedule creation based on demand, workload and agent availability balancing, and minimization of overstaffing and understaffing.

**Skills-based routing**: According to the vendor, Wisdom WFM facilitates matching customer inquiries with the most suitable agents, routing calls based on agent skills and expertise, improving first call resolution rates, and enhancing customer satisfaction.

**Performance analytics**: Wisdom WFM reportedly provides the ability to analyze agent performance metrics, track key performance indicators (KPIs), identify areas for improvement and training, and optimize workforce productivity.

**Omnichannel support**: According to the vendor, Wisdom WFM allows users to manage workforce across multiple communication channels, support voice, email, chat, and social media interactions, provide consistent and seamless customer experiences, and increase agent efficiency and customer satisfaction.

**Agent self-service**: Wisdom WFM, as claimed by the vendor, empowers agents with self-service capabilities, enabling them to access schedules, time-off requests, and performance data, manage their own preferences and availability, and improve agent satisfaction and engagement.

**Workforce optimization**: The vendor asserts that Wisdom WFM helps optimize workforce utilization and efficiency, automate manual processes and tasks, streamline workforce management workflows, and reduce administrative overhead and costs.

**Intraday management**: Wisdom WFM, according to the vendor, allows users to monitor and manage real-time adherence to schedules, make adjustments to schedules and assignments as needed, handle unplanned events and disruptions effectively, and maintain service level agreements and customer satisfaction.

**Reporting and analytics**: Wisdom WFM provides the ability to generate comprehensive reports on workforce performance, analyze historical data and trends, gain insights into operational efficiency and productivity, and support data-driven decision-making.

**Mobile workforce management**: The vendor claims that Wisdom WFM enables users to access workforce management features on mobile devices, enabling remote workforce management and monitoring, staying connected, making adjustments on the go, and improving agility and responsiveness in workforce management.

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Workforce Management is concerned with scheduling and tracking the workforce. This is particularly important for organizations with shift workers and includes applications to track time and attendance, monitor compliance with labor laws, and sometimes includes payroll functionality.

L3 Prime

Workforce Management Software Features

Workforce Managment software features aid in helping business manage employees and their welfare.

Time and Attendance Tracking

Tracks employees' work hours, breaks, and attendance to ensure accurate payroll processing and compliance with labor regulations.

Scheduling and Shift Management

Allows managers to create, assign, and modify employee schedules, taking into account factors like availability, skillsets, and workload.

Payroll and Attendance Integration

Integrates with payroll systems to streamline the transfer of attendance data for efficient and error-free payroll processing.

Leave Management

Enables employees to request time off, sick leave, or other types of leave, and allows managers to approve or deny these requests.

Workforce Reporting and Analytics

Generates reports on employee attendance, overtime, labor costs, and other workforce data to inform decision-making and optimize operations.

Workforce Compliance Monitoring

Monitors and ensures compliance with labor laws, union agreements, and company policies regarding work hours, breaks, and overtime.

Mobile Accessibility

Provides employees and managers with mobile apps or web portals to access workforce management functions remotely and on-the-go.

Task Assignment and Tracking

Assigns tasks to employees, tracks task progress, and monitors task completion to streamline workflow and improve productivity.

Forecasting and Resource Planning

Utilizes historical data and trends to forecast workforce needs, allocate resources efficiently, and adjust staffing levels as needed

Staffing Forecasting and Resource Planning

Utilizes historical data and trends to forecast workforce needs, allocate resources efficiently, and adjust staffing levels as needed.

Shift Swapping and Time-Off Requests

Allows employees to request shift swaps with colleagues or submit time-off requests, with managers approving changes as necessary to accommodate schedule flexibility.

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WFM Wisdom

Overview

What is WFM Wisdom?