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| Workforce Management |
The art and science of having the right number of agents, at the right times, to answer an accurately forecasted volume of incoming calls at the service level standard set by the call center. |
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| Workforce Management Solution |
A software system that automates the tasks of forecasting calls, determining staff requirements, creating staff schedules, and tracking performance of agents and overall call center. |
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| Workload |
For agents, the combination of total conversation (talk) time and after-call work time. For trunks, the combination of ring time, delay time, and conversation time. |
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| Wrap-Up Time |
The time required by an ACD agent after a conversation is ended, to complete work that is directly associated with the calls just completed. Does not include time for any other activities such as meetings, breaks, correspondence, etc. |
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