Contact centre workforce software is a set of tools used by managers of call centres and contact centres to monitor forecast volumes and staffing requirements. This ensures the right agents with the right skills are in the right seat at the right time to meet service optimisation and cost optimisation goals. Contact centre workforce software allows staff to be scheduled in a way that is compliant with company requirements, employee preferences, regional or industry rules and union requirements and track performance vs plan as it occurs and identify and take steps to deal with overstaffing and understaffing scenarios as they are identified. This suite of tools also enables supervisors and direct line management staff to track their line of business and employee's performance and adherence, to maintain current schedules. In turn, this allows employees the visibility they need into their assigned work plans, tools to request changes for automatic evaluation, to understand their performance goals and level of achievement of those goals.