In Workforce Management (WFM), a measure of the extent to which actual site indicators, such as average speed of answer, service level, interaction volume, and so on, correspond to the forecasted and scheduled values. You can track performance by using the Performance module in WFM Web for Supervisors.
For More Information
Nothing links to this glossary term - yet!
To comment on a term, or suggest a new term, send a quick email to the Glossary Team