Superior customer experience through employee engagement and operations analytics

Mitel WFM Options

Mitel WFM is a top Workforce Management solution that encompasses everything needed to plan and successfully manage your contact center, back office, branch or store. Our feature-rich solution includes tools to manage your staff, accurately forecast demand; and automatically schedule, report, and improve your operations. Several package options exist to further tailor Mitel WFM to your needs. These include the Mitel Teleopti WFM Advance and Premium offerings – including multi-skill, multi-site, multichannel support, agent self-service, gamification, full intraday capabilities and real-time adherence functionalities.


Tailor our solution to your needs, view the matrix below to find out wich offering suits you best!

  • Standard
  • Advanced
  • Premium
Forecasting Standard Advanced Premium

Intraday forecasting

Allows the forecaster to take into account the arrival patterns during the day, not just the total number of calls per day. For example, intraday forecasting will show that there will be 38 calls caming in between 11:30 and 11:45, instead of just saying there will be 1200 calls in a day.

Multi-skill forecasting

Allows the call center to use multi-skilled agents and get accurate forecasting for those skills, instead of using queue-based routing and forecasting.

Validation of historical data

Allows the forecaster to remove or smooth out days that aren’t accurate.  For example, if a call center has a day where the phone lines are down, validation allows for removal of the low volume so as not to affect the forecast.

Chat forecasting with parallell sessions

Forcast for “web chats”, which takes into account the fact that an agent can handle multiple chats at one time (parallel sessions).

Email forecasting with backlog management

Forecast for emails, which takes into account that emails can sit unattended for long periods of time without being answered, which creates a backlog.

Trend and seasonality analysis

Forecast for overall historical trend, as well as month-to-month seasonality (i.e., summer months are busier)


Long-term analysis for hiring and attrition management.


Drag and drop schedule editing

Makes schedule adjustment significantly easier and more efficient.

Availability Scheduling

Allows the agent and/or the scheduler to input “availability”, or when the agent is able to work.  Allows for more flexible schedules and more efficient staffing.  The system will automaticallly choose the best possible schedule within the agent’s availability.


Rotation based scheduling allows the call center to put in scenarios such as “each agent must work 1 weekend every month” or “everyone must work one night shift every 2 weeks”

Preference based scheduling

Similar to availability scheduling, but this allows the agent to define their optimal schedule, or preference.  This gives the agent some control over when they are being scheduled, leading to higher agent satisfaction and often to more efficient scheduling.

Automatic day off optimization

Automatically optimize the days off for each agent’s schedule, making their days off apply more closely to the call arrival patterns.

Multi Skill Dynamic Resource Allocation

Multi-skilling presents a real challenge to call centers.  Allocation of resources across all of the different skills is a complicated process, which makes dynamic resource allocation that much more important.  This allows the schduler to see real-time updates on how changes to scheduling affect staffing levels, whether on a daily, weekly, or intraday level.

Graphical views of schedule result

Makes it much easier to see where schedule elements are.

Automatic overtime optimization

Makes scheduling overtime much easier by optimizing where the overtime actually falls, as well as breaks during overtime, using staff available for overtime.

Intraday Management

Adherence reporting

This gives management the ability to see where the agents were in accordance to their schedule.

Real-time Adherence with alerts

By using the ACD’s real-time state information, management can see exactly what each agent is doing at that moment, and compare it with their scheduled activites to see who is following their schedule and who isn’t.

Drill down real-time adherence

This allows management to drill down into the agent’s adherence to see where they stand for the day.

Graphical Early Warning views

Quickly spot intra-day deviations on common KPIs

Intraday reforecasting

In situations where the forecast becomes inaccurate (i.e., unplanned high call volume as a result of a marketing event), allows the forecaster to re-run the forecast to plan for the remainder of the day with an updated forecast.

Intraday Activity Optimizer

Optimizes breaks, lunches, meetings etc. on the fly to prevent manual movement of activities.

Automatic text messages to notify agents of schedule changes

Keeps the agents informed of schedule changes even while they aren’t at their desk.

Employee Engagement

View schedules

Keep the agent informed of their schedule, for both today and the future.

Time-off requests

Agents can request vacation time through the agent portal, minimizing confusion and message fatigue.

Self assessment tools

Keeps the agent informed of their statistics.  Keeps the supervisors from continually running reports for their agents.

Automated employee preferences

Allows the agent to have some form of control over their schedule, which keeps agents happy and management can use preferences to make more flexible schedules.


Motivates emplyees to achieve high-level performace goals.

Smartphone access

Agents can see schedules, request vacation, enter prefernces from their smartphone while away from work.

Automated time-off requests

Time off requests can be automatically approved by the system, making the decision easy for management and giving the agent improved response time on approvals.

Messaging system

Communicates changes and ad-hoc messages to agents.

SMS notifications

Allows for an extra communication channel to the agents, especially if they aren’t at their desks.

Reporting, Integrations & User Experience

Native integration to MiCC configuration

Gives easy plug and play access to the system to retrive information from the switch without heavy customization and IT support.

User configurable Charts

Charts can be set up to deliver visual information to individual users based on their preferences.

Permissions based reporting

Gives acccess to reports to only those who need them, preventing over-delivery of reports and confusion. Also gives agents and supervisors the ability to run reports without any special reporting engine installation.

Web Services SDK

Gives SDK access to additional applications for easy transfer of data to third-party systems.

Date-based agent information

Creates historical snapshots of agents so histories can be kept.  For example, if an agent goes on maternity leave, the system will keep that history instead of overwriting all information every time a change is made.

Online video-tutorials and wiki

Gives management access to information on how to do common tasks within the system.