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Workforce Management Glossary

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General

Term  Description
Agent Person who handles inbound interactions in the Contact Center. These interactions can be phone calls, email or chat conversations.
Business Hours Hours the contact center is open. Business hours may vary for individual teams and/or queues.
CC Contact Center.
Channel The way the customers bring work into the contact center. Examples of specific channels include Inbound Phone, Email, and Chat.
Combined Queues  When a user selects multiple queues to get total statistics. Alternative terms are aggregated or grouped.
Deferred Interaction Interaction that does not require immediate action from the Agent, allowing it to be deferred to a later period, e.g., email.
Draft Schedule  A schedule that isn't available to employees.
Edition Versioned set of configuration data, forecasts, and schedules. Alternative terms are Scenario or Instance.
Event Block of time that is on the schedule.
Event Type Type of work that people are scheduled to do. Examples of specific event types include Calls, Emails, Break, Lunch, Meeting, and Vacation.
FTE Full Time Equivalent. The unit is a number of people (two part timers who work 20 hours are equivalent to one full timer who works 40 hours).
First Day of Week The day on which the official work week begins.
Flexible Meeting An event attended by multiple people that can be optimized to different times.
History Statistics that represent past data.
Immediate Interaction Interaction that requires immediate action from the Agent, e.g., call, chat.
Interaction Individual unit of work, e.g., call, or email.
KPI Key Performance Indicator.
Occupancy Percentage of time agents spend handling incoming contacts against the available or idle time.
Patience This is also known as the Average Time to Abandon (ATA).
Pay Status Indicator for whether or how an employee is paid for an event. Paid events are accounted for total shift length. Unpaid events are not accounted for total shift length.
Predicted, Projected Statistics that represent future projections.
Queue Grouping of work, representing agents with a certain set of skills that are able to perform certain tasks. Called Ring Group on the Talkdesk contact center platform, and a wide variety of terms are used in the industry, e.g., skill, call type, work type.
Released Schedule A schedule available to Agents. Some WFM tools might refer to this as a published schedule, official schedule.
Required  Statistics that represent desired goals.
Required Staffing Agents hours that WFM must schedule in each interval to support the forecasted workload and achieve the specified service objective.
Resource Planner The person responsible for planning the contact center scheduling.
Schedule Trade or Shift Trade When employees exchange their shifts.
Scheduling Rule Rule that controls how an Agent is scheduled by WFM.
Scenario All the information required for scheduling. This includes agents and their scheduling rules, account info such as account time zone and business hours, and team info such as the team’s time zone.
Service Objective The goal that drives the required staffing. Examples of possible objectives include average speed of answer and service level percentage (x% of interactions handled within a time threshold).
SG Skill Group. A skill is a specific ability an agent has that pertains to a specific portion of the CC’s business. A skill group is a collection of agents who all have the same set of skills.
SGW Skill Group Weight. A measure of how much effect a multi-skilled agent has on one queue vs another when a shift is placed on the schedule for that agent.
Shift Template Types of shifts an agent can work.
Shrinkage Time lost from the schedule. Can also be referred to as overhead.
Summary When a user views interval statistics totaled across a longer time period,e.g., Daily summary, Weekly summary.
Supervisor Person overseeing the Agents.
Team Grouping of people, based on the Team feature on the Talkdesk contact center platform.
Time Off Time taken to be off work, such as vacation, sick leave, or personal time.
WFM Workforce Management.


WFM Personas

Persona Description
Agent Handles a variety of inbound calls, email and chat.
Supervisor Supervises one or more teams on the Contact Center. Schedules meetings, monitors intraday and takes action when required to maintain defined service goals. Approves or denies agents’ requests.
Resource Planner Using WFM, plans the Contact Center staffing in order to ensure proper staffing and attain the desired service goals. Adjusts forecasts, manages agents’ schedules, approves or denies agents’ requests.
Talkdesk System Admin Administers WFM including creating accounts, managing users’ roles and permissions.


WFM Metrics and Time Series

Metrics

WFM processes the following metrics:

Acronym Metric Unit Time Aggregation / Space Aggregation
IVO Interaction Volume Offered Quantity Sum
AHT Average Handle Time Seconds Weighted average with Interaction Volume Offered (IVO) as weights.
AWT Average Wait Time Seconds Weighted average with Interaction Volume Offered (IVO) as weights.
ATA Average Time to Abandon.
During simulation, once a call has waited for the configured patience value, it is immediately abandoned. ATA corresponds to the configured Patience value.
Seconds Weighted average with interaction volume offered (IVO) as weights
AV Abandoned Volume Quantity Sum
SL% Service Level Percentage Percentage Weighted average with Interaction Volume Offered (IVO) as weights.
Occ Occupancy Percentage Weighted average with Interaction Volume Offered (IVO) as weights.
Staff Required Staffing Quantity Number of hours / Sum
Backlog Backlog tickets (for deferred queues) Quantity Max / Sum


Time Series

Metrics are grouped into Time series. Each time series has a specific role and meaning and is processed differently on WFM. The table below summarizes the existing times series, the metrics available on each time series and their usage/meaning.

Time Series Metrics  Description
History IVO
AHT
SL%
AWT
AV
ATA
Occ
Staff
Backlog
Set of metrics pertaining to what really happened in the contact center.
Forecast

IVO
AHT

Set of metrics pertaining to what will happen to the contact center in the future. Forecast is calculated by specialized algorithms based on History timeseries.
Required Staff WFM takes the forecasted time series and calculates required staffing (in hours) for the forecasted workload and service goals.
Predicted, Projected SL%
AWT
AV
ATA
Occ
Staff
Backlog
Set of metrics pertaining to what will happen on the contact center in the future. Predicted/Projected is calculated by simulation, considering the forecasted IVO, AHT, and scheduling.
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