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Service Level

Service Level is a metric that measures the percentage (X%) of calls that must be answered in a set amount of time— for example, 80% of the calls must be answered within 30 seconds.

In Workforce Management (WFM), a customer service goal that is defined as the percentage of interactions that are handled within a time limit.
In Universal Routing, using a Service Level routing object in a voice strategy enables you to select or create a routing rule that specifies a service factor for a customer segment. For example, you may want to distribute 60 percent of interactions in less than 10 seconds to a specific agent group.




This Help provides a comprehensive guide to the features and functions of the Workforce Management (WFM) Web for Supervisors (Classic) interface. In addition, it offers some general guidance on using web browsers. If you require more assistance on using your web browser, refer to the browser's help system.

WFM has a new interface for the Forecast module. If you have landed on this page by accident and are using the new Supervisors interface, see Workforce Management Supervisor Help, which describes the new Forecast module.

Supervisors Help Options

The red underlined links below will take you directly to a topic. Links are available throughout Supervisors Help to give you easy access to information.

Getting Started Explains how to perform WFM Web basics such as logging in and out, choosing dates, and navigating through WFM Web.
Policies Module Explains how to configure the following Policy objects (rules that WFM considers when making forecasts and setting up schedules): Exception Types, Time-Off Types, Time-Off Rules, Meetings, Marked Time, Shifts, Contracts, and Rotating Patterns.
Configuration Module Explains how to:
  • Configure WFM to send email notifications when the following types of events occur: Schedule modifications (agent notifications), changes in the status of schedule trade requests (user and agent notifications), and changes in the status of time-off requests (user and agent notifications).
  • Use the Colors module to configure the colors that WFM uses in the Supervisor schedule views. You can configure default values for these schedule items: Work, Days Off, Meals, Breaks, Activity Sets, Exceptions, Time Off, and Marked Time. You can also configure specific colors, by site, for different types of: Activity Sets, Exceptions, Time Off, and Marked Time.
  • View, create, update, delete, and manage Shared Transport Groups.
  • Configure Agent properties Activities, Time Off, Time-Off Bonuses, and assign Time-Off Rules, Time-Off Types, Contracts or Rotating Patterns to them.
  • Configure Business Units and Sites.
  • Configure Time-Off Bidding Periods.
  • Configure Schedule State Groups and Adherence Rules
  • Configure Activities
  • Configure Users (supervisors and other persons who are not agents)
  • Configure Roles (security roles and privileges)
Calendar Module Explains how to view, add, edit, and delete preplanned items, such as exceptions and preferences; how to grant or decline these items; and how to set time-off limits.
Forecast Module Explains how to make workload and staffing predictions for one or more sites.
Schedule Module Explains the schedule views and how to make real-time adjustments to the schedule. Includes these bidding views:
  • Overtime Bidding View—Explains the overtime bidding process, including: creating an overtime offer, bidding by agents, bid resolution and publishing to the Master Schedule.
  • Schedule Bidding View—Explains the schedule bidding process, including: creating a scenario, bidding by agents, bid resolution and publishing to the Master Schedule.
Trading Module Explains how to review, and approve or decline, agents' proposed schedule trades.
Performance Module Explains how to view actual site performance compared with planned performance, using such key indicators as Service Level and Average Speed of Answer (ASA).
Adherence Module Explains the real-time agent adherence views, which include both table and graph options.
Reports Module Lists all of the reports available in WFM Web for Supervisors, and details the information included in each report.
About Window Displays the release number and copyright information for this release of WFM Web.

Printing This Online Help

If you prefer to print the Help rather than use it online, complete the following steps:

  1. In the Navigation pane on this page, at the bottom of the Table of Contents, click PDF Version.
  2. When the dialog opens, select:
    • Open with to select the application, with which you want to view and print the Help.
      Adobe Acrobat v9 is recommended.
    • Save File to save the Help to a folder on your computer.
      When the download is complete, navigate to the folder that contains the saved .pdf file, open and view the file on your computer offline.
  3. Use the Print function in your application to print the document.
This page was last edited on April 28, 2021, at 16:28.
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