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