Your WFM knowledge in a nutshell

The accuracy with which agents follow their assigned working hours.

The percentage of time an agent actually works according to their work schedule.

Tools or platforms that allow customers to resolve their queries without interacting with an agent, e.g. via IVR systems, websites or mobile apps.

The measure of how many calls are answered within a certain period of time, e.g. 80% of calls within 20 seconds.

The percentage of time agents are unavailable to handle calls, e.g. due to breaks, meetings or illness.

The activity within the scope of personnel deployment planning in a contact center. These can therefore be skills in the actual sense, i.e. productive activities (e.g. inbound telephony, outbound telephony, e-mail), as well as unproductive activities (e.g. meetings, training).

The recording of the activity in the context of time recording (see time recording). This means that not only start/break and end times are recorded, but also the respective activities within the recorded time.

A system that routes incoming requests to the best available agent based on the agent’s specific skills and qualifications.

A contractual agreement that specifies the performance targets to be achieved, e.g. a certain response time to customer inquiries.

A tool that uses speech recognition and AI to analyze the content of customer calls to gain insights into common problems, customer satisfaction or agent training needs.

The number of agents required in a given period to achieve the service level targets. WFM systems use forecasts to calculate the optimum number of employees.

The short-term increase in personnel capacity to respond to an unexpected increase in contact volume, e.g. during campaigns or seasonal peaks.