Workforce Optimization (WFO) - 2026 Pricing, Features, Reviews & Alternatives

Workforce Optimization (WFO) is a cloud-based workforce optimization software that enables call centers to manage staff scheduling, performance and quality monitoring, and business reporting. The application offers an extensive series of features to suit busy call centers with high staff levels, offering visibility over all operations.

Workforce Optimization (WFO) integrates with existing ACD and PBX phone systems, pulling in historical data in order to forecast future call volume, agent requirements, and average call handle time. This data can be used in combination with the advanced scheduling tools to create staff schedules that match work rules, skills, holidays, breaks, budget and service levels.

Workforce Optimization (WFO)'s real-time adherence feature shows an on-screen live display of all call center and agent activity, such as who is on a call and who is available. This lets users evaluate how planned agent activity, forecasted call volumes, handle times and other KPIs match actual activity. Reports, dashboards, KPIs, and alerts give further visibility into call center activity.

In addition to overseeing all business activity, Workforce Optimization (WFO) helps to evaluate individual agent performance through features such as call recording, screen capture, and speech and desktop analytics. Call quality scorecards can be created in order to share feedback with agents, plan for coaching, identify training needs and set goals.