### Contents - [**Glossary Terms**](#resources-glossary_terms) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) # Contact Center Workforce Software Resources ##### Glossary Terms, Discussions, and Reports to expand your knowledge on Contact Center Workforce Software Resource pages are designed to give you a cross-section of information we have on specific categories. You'll find [feature definitions](#resources-glossary_terms), [discussions](#resources-discussions) from users like you, and [reports](#resources-reports) from industry data. [ContentsExpand/Collapse Contents](#) - [**Glossary Terms**](#resources-glossary_terms) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) ## Contact Center Workforce Software Glossary Terms [![Call Queuing](https://learn.g2.com/hubfs/G2CM_GI021_Call_queuing_V1a.png "Call Queuing")](https://www.g2.com/glossary/call-queuing) [Call Queuing](https://www.g2.com/glossary/call-queuing) Call queuing is the process of putting inbound calls on hold or in a queue when all contact center agents are busy helping other customers. Learn more about its benefits and best practices that can empower businesses to effectively support their customers. by Sagar Joshi Explore our Technology Glossary Browse through dozens of terms to better understand the products you purchase and use everyday. [Find new features](https://www.g2.com/glossary) ## Contact Center Workforce Software Discussions 0 [What’s the Best Workforce Management Solution for Call Centers?](/discussions/what-s-the-best-workforce-management-solution-for-call-centers) I want to start a discussion about workforce management tools—specifically those that help call centers stay on top of forecasting, agent scheduling, and real-time performance tracking. With rising expectations around both service quality and agent engagement, I’m curious which WFM solutions are actually delivering value day to day. These platforms are currently top-rated in G2’s [Contact Center Workforce Management category](https://www.g2.com/categories/contact-center-workforce): [**NICE CXone Mpower**](https://www.g2.com/products/nice-cxone-mpower/reviews) NICE CXone Mpower is designed for advanced contact center environments, offering real-time adherence tracking, AI forecasting, and self-service scheduling for agents. It’s highly customizable and supports performance coaching built into the workflow. Is this level of depth manageable for teams without a dedicated WFM analyst? [**Calabrio ONE**](https://www.g2.com/products/calabrio-one/reviews) Calabrio ONE offers a unified platform for workforce management, quality assurance, and voice-of-the-customer analytics. What makes it stand out is its emphasis on agent well-being, with features like preference-based scheduling and burnout risk tracking. For teams focused on retention, this could be a differentiator. [**Genesys Cloud CX**](https://www.g2.com/products/genesys-cloud-cx/reviews) Genesys Cloud CX brings together contact center operations and workforce tools under one interface. WFM features include long-range forecasting, dynamic scheduling, and intraday management. Teams already on Genesys seem to benefit from the seamless integration—does it hold up equally well across multiple channels? [**Talkdesk**](https://www.g2.com/products/talkdesk/reviews) Talkdesk provides intelligent scheduling and real-time agent monitoring inside a user-friendly UI. Its automation features can help cut down manual tasks for team leads. Has anyone found Talkdesk's mobile access features useful for managing distributed or remote teams? [**Five9**](https://www.g2.com/products/five9/reviews) Five9’s WFM suite includes multi-skill forecasting, visual scheduling tools, and agent performance dashboards. It’s designed to be modular and scalable. Interested to hear how it handles sudden staffing changes or when running multiple campaigns at once. If you’ve worked with any of these or switched between them, I’d love to know what made the biggest difference—especially regarding ease of deployment, reporting accuracy, or agent satisfaction. If you're looking for a workforce management solution for a call center, I would recommend starting your search with NICE CXone Mpower & Talkdesk. Answered: Evan Sherbert on June 25, 2025 [Your answer](/discussions/what-s-the-best-workforce-management-solution-for-call-centers/comments/new?remote=true) 0 Question on: Genesys Cloud CX [What is Genesys Cloud CX used for?](/discussions/what-is-genesys-cloud-cx-used-for) What is Genesys Cloud CX used for? Genesys Cloud CX is a contact center platform which allows businesses to manage custoner interactions across voice,chat, email and social media. It allows Artificial interliigence automation, call routing, analytics, to enhance the customer experience and operational efficiency. Answered: Siddesh Deshmukh on February 1, 2025 Core Uses Omnichannel Support: It unifies customer conversations from phone calls, emails, live web chats, SMS text messages, and social media into a single desktop interface for support agents. AI & Automation: It runs AI-powered virtual assistants, voice bots, and chatbots that handle routine customer questions automatically without needing a human agent. Smart Routing: It instantly directs incoming customer inquiries to the right department or specialized employee based on the customer's history and needs.Workforce Engagement: It provides managers with tools for tracking agent performance, recording calls for quality assurance, scheduling shifts, and analyzing real-time support data. Answered: Reyna Formentera on June 24, 2026 It's a Cloud Contact Center as a service (CCaaS) hosted on AWS. \> It is used for very basic communication/chat between internal users Globally, as well as \> for running and enterprise business throughout the world, having advanced & complex automated routing and AI powered bots, Workforce Management, Reporting and other self-help functionalities. Preferred by top Enterprises due to its robustness, scalability & efficiency. Answered: Ash Ary on July 6, 2026 [See more answers (2)](javascript:void(0);) [Your answer](/discussions/what-is-genesys-cloud-cx-used-for/comments/new?remote=true) 0 Question on: Talkdesk [What is the best way to filter per day](/discussions/what-is-the-best-way-to-filter-per-day) when I want to only see calls from a previous day, what is the best way to do so? Depends on what Recording Software you have. I.E. NICE you can create perpetual reports that will load that data all into one view for you. Some software does not allow for that kind of customization. A fail safe would be to inquire with you IT/Admin team who runs the systems and request that data. Answered: Travis Williams on July 11, 2022 [Your answer](/discussions/what-is-the-best-way-to-filter-per-day/comments/new?remote=true) - [‹ Prev‹ Prev](/categories/contact-center-workforce/resources?discussions_page=2) - [1](/categories/contact-center-workforce/resources) - [2](/categories/contact-center-workforce/resources?discussions_page=2) - 3 - [4](/categories/contact-center-workforce/resources?discussions_page=4) - [5](/categories/contact-center-workforce/resources?discussions_page=5) - [6](/categories/contact-center-workforce/resources?discussions_page=6) - [7](/categories/contact-center-workforce/resources?discussions_page=7) - … - [44](/categories/contact-center-workforce/resources?discussions_page=44) - [45](/categories/contact-center-workforce/resources?discussions_page=45) - [Next ›Next ›](/categories/contact-center-workforce/resources?discussions_page=4) ## Contact Center Workforce Software Reports Mid-Market Grid® Report for Contact Center Workforce Summer 2026 G2 Report: Grid® Report Grid® Report for Contact Center Workforce Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for Contact Center Workforce Summer 2026 G2 Report: Grid® Report Momentum Grid® Report for Contact Center Workforce Summer 2026 G2 Report: Momentum Grid® Report Small-Business Grid® Report for Contact Center Workforce Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for Contact Center Workforce Spring 2026 G2 Report: Grid® Report Small-Business Grid® Report for Contact Center Workforce Spring 2026 G2 Report: Grid® Report Mid-Market Grid® Report for Contact Center Workforce Spring 2026 G2 Report: Grid® Report Grid® Report for Contact Center Workforce Spring 2026 G2 Report: Grid® Report Momentum Grid® Report for Contact Center Workforce Spring 2026 G2 Report: Momentum Grid® Report