Show:
Name That Acronym
Exception Types
Ease of Use
Heard Wishes
Best Practices
100
This group helps manage the day to day business, offline time, attendance, reporting of a call center.
What is WorkForce Management?
100
The exception type that should be entered for 1 on 1's, performance evaluation discussions, and call reviews.
What is Coaching
100
This exception entry for out of office time spanning multiple days will be entered by IS&S once they are notified by the team manager.
What is a Sabbatical entry
100
Tracking of this in WFM may require a high commitment of time from managers and/or leads to enter, so an alternative entry module that can empower employee input will be piloted in Core during Q4.
What is Overtime
100
To effectively use WFM as a resource management tool it's important to have "out of office" entry types input on a _________ and ____________ basis.
What is "timely" and "accurate".
200
This tool is important in monitoring agent call states/status.
What is Real Time Adherence?
200
An exception that may be entered as cumulative time related to electronic communication with clients handled throughout the day (in the last scheduled time slot of an employee's schedule).
What is Email/Chat
200
A term used to describe an employee's ability to enter up to 13 different exceptions themselves (including Coaching, Email/Chat, Meeting-Other, Research, and Training).
What is Employee Empowerment. (For a complete list of available exceptions please visit WFM Help - Exception List)
200
An aspect of WFM that impacts the employee version only and may require staff to sign in multiple times in a single day.
What is the time out period. (We've requested technology support to research the feasibility of extending the length of this)
200
A reporting metric that can be utilized as a measure of WFM input accuracy, however is not being used in ACT as a productivity measure.
What is Adherence %.
300
The support tool that managers and team leads can refer new employees to in order to gain an initial understanding of how to use WFM. (Available at Jump Word WFM Help)
What is The Employee Training Guide
300
This exception is used to capture time spent addressing a client request that's outside of a normal phone call or handling of the SWISS/ACE queue.
What is Research
300
The best way to make an entry for activities that will keep an employee out of productivity for their entire shift.
What are Full Day Exceptions (or Full Day Time Off).
300
Employees may edit their exceptions but only a manager or lead may ________ an exception.
What is "delete" (it's not possible to empower employees without providing them with full manager access rights)
300
The recommended method to customize the WFM e-mail notification experience within your team.
What is Setup Outlook Rules
400
The e-mail address ACT employees or managers can use for questions or suggestions regarding the Workforce Management Tool.
What is "ACT WFM Support"
400
An exception that is internally driven and may include things like SME/project time or quarterly town halls. It's not to be used for training or coaching time.
What is "Meeting - Other"
400
The tool within WFM which can be used to enter approved time off for dates not yet in a published schedule.
What is The Vacation Calendar
400
A "heard wish" impacting Denver and Phoenix staff more so than Orlando, that will require a new version of WFM to rectify.
What are time zone adjustments (all times are EST in employee version)
400
WFM function used to undo schedule changes that were made in error or need to be reversed.
What is Schedule Restore
500
Employees or managers can call here for help and support if they receive an error message when using the Workforce Management Tool.
What is The Intraday Hotline + Option 2 for WSA
500
Use this exception when an employee is out of the office to attend Solutions or visiting with clients at their workplace.
What is Business Travel
500
Functionality in WFM which can be used to enter exceptions across more than one employee or across more than one day.
What is the "Insert Multiple" function
500
Along with overtime, an entry type that requires a manager or lead access level to input.
What is a Time Off (Vacation) entry. (The Vacation Request module in WFM was not turned on for ACT, as it provided the employee with no view into the vacation status of their other team members)
500
The Jump Word that is used to most directly access the Request Wizard and notify IS&S of permanent staff schedule changes.
What is "WSA"