Basics
WFM stands for this.
What is Workforce Management?
Most WFM Teams use this software for spreadsheets.
What is Excel?
This acronym refers to how long an agent is actively working.
What is AHT (Average Handle Time)?
AHT is calculated by Talk + Hold + ACW over?
What are Total Calls Handled?
When an agent is working when scheduled, they're in?
What is adherence?
Where to log schedule amendments of the agents?
What is SMART Tool?
Where can we check our requirements?
What is Scheduling Unit file?
This KPI measures how fast a call is answered.
What is Average Speed of Answer (ASA)?
This person builds agents schedules.
What is scheduler?
Where to send SLA updates?
What is messenger and whatsapp?
Agents trained in more than one skill or queue.
What is multi-skilling?
What is monitoring and dialler outbound?
What is non-billable?
When an agent is in clinic, there aux should be?
What is offline?
This type of software helps manage forecast and schedules.
What is Verint?
This type of leave is planned and must be considered in schedules.
What is PTO or vacation?
What is the formula of buffer to fail?
What is total number of intervals*(1-target %)-total failed interval
If UKMC declined WC1/Offline, what could be the reason.
What is CIQ and low availability?
Request of credentials/access of the agents
What is MARS Tool?
This WFM term refers to time lost due to PTO, breaks, or meetings.
What is shrinkage?
Many contact centers adopt this standard service level target
What is 80/20 (80% of calls answered in 20 seconds)?