WFM Acronyms
WFM
Work Force Management
What is The Main Client?
It is used for administrative tasks, generating processes, and viewing a variety of screens for process output and for analysis.
The main client is accessed by supervisors in a contact center.
What is Reporting?
Contact centers and back offices need a way to analyze the performance of the business and the agents.
Workforce management reports and graphs allow management to answer the questions of "How did we do?" and "What do we need to do to improve?".
AHT
Average Handle Time
What is WebStation Client?
There, reports can be generated. And other menu options provide access to agent schedules and activities. (Can be accessed by both supervisors and agents).
What is Time Off Manager?
Time off manager is a module within the product that allows customers to set up and manage agent vacations and other types of time off.
ASA
Average Speed Of Answer
What is Forecasting?
Forecasting is a prediction of how many calls or contacts will be received in the future by the contact center.
What is Schedule Preferences?
Schedule preferences can be entered by both agents and supervisors in the WebStation client.
SLA
Service Level Agreement
What is Scheduling?
Schedule creation is the process of ($) generating schedules to cover all the requirements for all the different contacts in the contact center.
What is Schedule Bidding?
It's a scheduling method that favors agent schedule choice over forecasted requirements. With this method, schedules are not created. Instead, patterns that look similar to schedules are generated.
ACW
After Call Work
What is Change Management?
Change Management is the part of the life cycle that deals with changes made to either forecast or schedules and helps contact center supervisors determine how those changes affect the goals of the contact center.
How to use Back Office?
Customers who need to use the NICE WFM product for back office employees and tasks may change the view of the main workstation in user preferences.
With this change to the business type, the verbiage and labels for certain screens and entities will change to reflect back office, but the product is used in basically the same way.