Jump to: navigation, search

Glossary:WFM Web

The Workforce Management (WFM) component that enables agents and supervisors to access and use WFM over the Internet. WFM Web makes real-time and past performance data available whenever it is needed. WFM Web has two parts: Supervisor and Agent.
Supervisors can use WFM Web to create forecasts, create and monitor schedules, make schedule changes, view and approve (or deny) schedule-trade requests, view contact-center performance, monitor real-time agent adherence, and view reports.
Agents can use WFM Web to check their scheduled activities and working hours; communicate preferred shift, working hours, and time-off requests to administrators; and make schedule trades with other agents.


For More Information

Nothing links to this glossary term - yet!


Suggestions

To comment on a term, or suggest a new term, send a quick email to the Glossary Team

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

This page was last modified on November 27, 2013, at 15:00.