Your WFM knowledge in a nutshell

Workforce Management - Glossary

Everything you need to know about workforce management

From ACD to wrap-up time - find the answers to your questions.

This glossary gives you an overview of the most important concepts, processes and key figures that you should know in order to maximize the performance of your contact center. Whether you want to optimize processes, increase efficiency or better plan staff deployment – here you will find explanations of the key technical terms that will help you.

The most important terms and definitions in the WFM context:

opcycWFM in action

Select the appropriate demo format

Whether you prefer a quick overview or an individual, in-depth consultation – we offer the right demo format for your needs.