WFM C

123456789101112131415
Across
  1. 2. Prediction of future workload and staffing needs
  2. 6. Paid time when employees aren't available to handle workload
  3. 8. How closely actual activity follows the planned schedule
  4. 9. Plan that matches employees to shifts
  5. 10. WFM adjustments made during the current workday
  6. 12. Percentage of logged-in time spent handling customer work
  7. 14. Small block of time used for WFM planning
  8. 15. Measure of how much available employee time is being used
Down
  1. 1. Ensuring the right number of people are working
  2. 3. Number of contacts or transactions received
  3. 4. Target measuring how quickly customer contacts are answered
  4. 5. Average time needed to complete a customer interaction
  5. 7. Measure of how efficiently work is completed
  6. 11. Monitoring staffing and performance as it happens
  7. 13. Maximum amount of work a team can support