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