Short for Average Handle Time. The average amount of time an agent takes to respond to incoming interactions.
Known as Average Handling Time in Premier Edition Cloud, this is the average amount of time an agent takes to handle a call for this day. This statistic is counted for the day. The following is a list of valid agent activities for this state:
- Consult Call
- Internal Call
- Outbound Call
- Inbound Call
- After Call Work
- Inbound Call On Hold
- Outbound Call On Hold
About WFM Web
The About window displays when you select the About button, which is found in the top right corner of WFM Web window, near the Log out button. The About window displays the copyright information, Settings... button, and the Workforce Management (WFM) Web Server version.
Java Plug-In Support in Browsers
Since Oracle deprecated Java Web Start in Java SE 9 and discontinued support in Java SE 11, WFM introduces its UI Launcher, enabling users to run Web for Supervisors Java-based views in the same browser session, as they always have. To use the UI Launcher, you must install Java on the computer that is running WFM Web. The Java folder must be set to either the PATH or JAVA_HOME environment variable. If it is set to both, the value is taken from JAVA_HOME.
Deploying the WFM UI Launcher
To use the WFM UI Launcher:
- Log in to the Web for Supervisors application.
- At the Home view, click About.
- Below Settings..., click Download UI Launcher.
- When the download dialog opens, click Save File.
- Save the file in a folder on the local computer.
- After unzipping the files, run assoc-add.bat.
- This associates the *.wfm files with the launcher.
- The WFM UI Launcher is now ready to use.
- At the Home view, click About > Settings...
- Click the Type column header to sort the column until the ENUM type setting appears at the top.
- This enables you to find RUN_JAVA_STANDALONE quickly.
- In the Value column, click to open the drop-down list and select UI Launcher.
- WFM uses the UI Launcher as the default application to open .wfm files in the same session.
You can select one of three values for RUN_JAVA_STANDALONE:
- Off (Plug-in used)—If selected, WFM uses the Java plug-in inside the browser to open the Web for Supervisor Java-based views.
- Java Web Start—If selected, WFM Web does not attempt to start the Java applet, but generates and downloads the wfm.jnlp file, which launches automatically. However, you might have to save it to your hard drive and start it as you would any other application. It then starts as a standalone Java Web Start application, containing Java-based supervisor views.
- UI Launcher—If selected, WFM Web does not attempt to start the Java applet, but generates and downloads the start.wfm file, which launches automatically. However, you might have to save it to your hard drive and start it as you would any other application. It then starts as a standalone application, containing Java-based supervisor views.
If you select either Java Web Start or UI Launcher, see the limitations below.
Limitations: Browsers That Do Not Support Java Plug-Ins
If you enable the RUN_JAVA_STANDALONE setting to use a standalone Java Web Start or the UI Launcher, take note of the following limitations:
- You cannot use the wfm.jnlp or start.wfm file to start the Web for Supervisors views at any time. The file is valid and launches the application only if the user's session, from which the file was downloaded, is active. After the user logs off or the session expires, the (separate) Java and Launcher applications stop working too. Therefore, you must keep the browser window (from which the wfm.jnlp or start.wfm file was downloaded) open for the duration of work and remain logged in.
- If the local settings in About > Settings... are changed, you must download the wfm.jnlp or start.wfm file again and restart before the changes take effect.
Changing GUI colors and font size
WFM Web for Supervisors uses other indicators besides color to highlight a change or status, but you can customize many elements in the GUI by changing the color.
- Click About > Settings... to display the Settings page.
- The Settings page has one setting displayed on each row and can be scrolled up or down.
- Optional: Click Sort to open a drop-down list and choose one of four sort options: Setting, Description, Type, or Value; or click any column heading to sort by the list in ascending or descending order.
- Click any row in Settings... that is of type COLOR to display the Color Palette pane.
- The Color Palette pane has five fields: RED, GREEN, BLUE, HUE, and COLOR (#), which show the numerical values for the chosen color in the palette.
- The palette corresponds to the standard Windows-style color picker.
- Click Apply after you have made your changes, and then Close to close the color picker.
- Optional: To change the Text Size Settings, select one of four radio buttons; None, +1, +2, or +3.
- Optional: Select the Use High Contrast Theme check box to display all color choices in high contrast, the next time that you log in to WFM Web.
- Click Save Changes and exit the Settings... page.
- Optional: Click Restore default value to abandon your changes.
More WFM Web Application Settings
In addition to GUI color settings, there are other settings in About > Settings.... that affect allow you to customize WFM Web application functionality:
- ACCESSIBILITY_COMPATIBLE—If checked, WFM Web runs in accessibility mode. If the check box is cleared (default), WFM Web does not run in accessibility mode.
- CFG_SHOW_TERMINATED_AGENTS—If checked, WFM Web shows terminated agents and agents with hire dates set in the future in lists or tables. If the check box is cleared (default), WFM Web hides terminated agents and agents with hire dates set in the future, and they cannot be viewed in lists or tables.
- FRC_STAFFING_USE_MANHOURS—If checked, WFM Web shows staffing totals in person-hours instead of full-time equivalents. If the check box is cleared (default), WFM Web shows staffing totals in full-time equivalents.
WFM Agent Mobile Client Support
In addition to the WFM Web for Agents desktop interface, WFM Web includes the Agent Mobile Client web interface, which is optimized for mobile devices. To access WFM Web for Agents on their mobile devices, agents can use the same URL that they use to gain access to the Agent UI on their desktop.
Agents can use the latest supported version of Safari on their iOS devices and the latest supported version of Google Chrome on their Android devices.
Advise agents that their browser screen's actual resolution must be at least 320 by 550. WFM does not support anything less than either dimension.
Screen Reader Support
WFM Web for Supervisors supports screen readers for vision-impaired users, with keyboard, focus and screen reader ToolTip support throughout the WFM Web for Supervisors interface. Every menu item and on-screen command can be reached by using the keyboard (and so, can also be reached using a screen reader).
In addition, the Accessible Schedule Details dialog box simplifies and organizes commands for vision-impaired users and the screen readers that they use, in these views:
Glossary of Abbreviations
The acronyms and abbreviations that appear on Workforce Management screens and throughout the document appear as links that reference a glossary containing definitions for these terms. You can view definitions by clicking the link (in bold red) and it will open in a pop-up window on the page you are viewing. For example, average handle time.
Also, see the entire Genesys Glossary.