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Glossary:Preference Fulfillment

The percentage of schedule variations that are requested by agents, such as days off, specific shift times, and availability, that were assigned in the schedule. Because it is important for agent satisfaction to have preferences scheduled, Workforce Management (WFM) enables specified levels of preference fulfillment to be included in the schedule-building process.


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This page was last modified on January 7, 2014, at 07:49.