Definitions
This is the software platform agents use to answer calls, chats, or emails in a contact center.
Agent Desktop
This measures the percentage of calls answered by a live agent within a set time threshold.
Service Level
This is the difference between how much money a company makes and how much it spends.
Profit
This is the process of predicting how many calls, chats, or emails a contact center will receive.
Forecasting
This is the type of AI that powers virtual assistants and chatbots to understand and respond to human language.
Natural Language Processing (NLP)
The total time an agent spends actually talking to or typing with a customer is called this
Handle Time
This KPI shows how many customer issues are fully resolved on the first contact
First Contact Resolution (FCR)
This is the official plan that shows a company’s income and expenses over a set time.
Budget
The percentage of time agents spend actively handling customer interactions versus being idle.
Occupancy
This AI tool can analyze customer conversations in real time to guide agents with next best actions.
Agent Assist
The system that automatically routes customer calls to the right agent or department is known as this
ACD (Automatic Call Distributor)
This measures customer sentiment by asking how likely they are to recommend your company on a 0–10 scale.
Net Promoter Score (NPS)
This measures the financial return a business gains compared to its costs, often used to prove value
ROI (Return on Investment)
This WFM metric accounts for breaks, training, meetings, and absenteeism when calculating staffing needs.
Shrinkage
This AI practice uses historical data and patterns to estimate future customer behavior or demand.
Predictive Analytics
This phone menu system lets callers press numbers or speak choices to be routed to the right place
IVR (Interactive Voice Response)
This KPI calculates the percentage of customers who stop doing business with a company over a certain period.
Customer Churn Rate
This term describes the total value of all sales a company makes in a given period.
Revenue
This scheduling method ensures the right number of agents are available to handle expected workload while meeting service levels.
Workforce Scheduling (or Staff Scheduling)
This AI capability can detect tone, emotion, or sentiment in a customer’s voice or text.
Sentiment Analysis
This type of routing uses AI or business rules to send interactions to the best possible agent based on skills, availability, or customer history
Intelligent Routing (or Skills-Based Routing)
This KPI measures the total time from when a customer initiates contact until their issue is fully resolved, including hold time, transfers, and after-call work.
Average Resolution Time (or Total Resolution Time)
This financial statement shows a company’s assets, liabilities, and equity at a specific point in time.
Balance Sheet
This WFM principle calculates the number of agents required to handle a forecasted volume of calls at a defined service level, often using Erlang C formulas.
Staffing Requirements
This advanced AI technique uses algorithms that continuously improve predictions and routing decisions without being explicitly programmed.
Machine Learning