AHT
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
Glossary
Contents
Getting started
Site supervisors can use a web browser to log in to WFM Web for Supervisors and perform the following tasks:
- Add availability, days off, exceptions, shifts, time off, and working hours.
- Edit agent exceptions, preferences, and time off.
- Review rotating patterns.
- Forecast staffing requirements, based on service objectives and historical data.
- View performance statistics for business units, sites, and activities.
Security features
WFM Web includes security features that prevent unauthorized access to information. You can view and make changes only to those modules and objects (such as business units or sites) for which you have security access. You cannot access other modules or objects.
Using multiple browser windows
If you are using Mozilla Firefox, Genesys recommends that you not run WFM Web in more than one browser window on the same workstation, because doing so can cause the application to behave in unexpected ways.
If you are using Internet Explorer, Genesys recommends (for the same reason) that you not open a second browser window on the same WFM Web session by selecting File > New or pressing Ctrl+N. However, starting a separate WFM Web session by launching a separate Internet Explorer browser thread does not appear to cause this problem.
Setting the clock
WFM Web for Supervisors picks up the regional settings or locale from the browser language settings. You may wish to change this if, for example, WFM Web appears in a 12-hour format and you want to view a 24-hour format.
Glossary of Terms
The terms and acronyms that are used throughout the WFM documentation appear as links that reference a glossary containing their definitions. You can view these definitions by clicking the link, which opens in a pop-up window on the page you are viewing. For example, average handle time.
Also, see the entire Genesys Glossary.
Links to more information
The new Supervisor interface currently contains the Performance, Forecast, and Calendar modules only. Other modules are currently under development.
| Logging in and out | Explains how to start your WFM Web session. |
| Common controls | Explains the layout and functions of the WFM Web controls in the new Supervisor interface. |
| Forecasts | Explains how to forecast staffing requirements based on projected interaction volumes and service objectives. |
| Performance | Allows you to view performance statistics for business units, sites, and activities. |
| Calendar | 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. |