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 Web for Supervisors (WFM Web) 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.
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:
|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:
|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.|
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