Abandon rate (ABN)
The number of customers who abandon the queue after waiting for a given time period (30 seconds, 90 seconds, 10 minutes.etc.), expressed as a percentage of total contacts.
Read moreAfter call work (ACW)
The "wrap-up time" associated with a contact beyond the actual communication with the customer.
Read moreAttrition
The rate at which employees leave your support team. This can be both external (leave the company) and internal (move to a different team). It can also be voluntary or involuntary.
Read moreArrival pattern
A structured representation of the times and frequencies of inbound contacts derived from an analysis of past contacts, designed to identify peaks and troughs in contact frequency.
Read moreAvailability rate
The proportion of time that an agent is actively ready to work with customers but not engaged directly with a customer contact, i.e. their time between contacts or waiting for a customer contact.
Read moreBacklog
The gross number of support contacts that have yet to be addressed or resolved within a set amount of time.
Read moreBack-office optimization (BOO)
Back-office optimization is the process of streamlining and automating workforce tasks that occur in a contact center.
Read moreBusiness process outsourcing (BPO)
Business process outsourcing (BPO) is a method of subcontracting various business-related operations to third-party vendors.
Read moreCSAT
The score a customer leaves in response to a survey question about their satisfaction after a contact.
Read moreChannels
Channels are the means by which your team interacts with and supports your customers. These include: Email, Chat, SMS, Phone, and Social.
Read moreCall center
A call center is a centralized department that handles inbound and outbound calls from current and potential customers.
Read moreCall center SLA
At the highest level, call center SLA (Service Level Agreement) is a measure of the services provided to a customer in a certain period of time.
Read moreCost per case
The average cost per support contact, which can include both fixed costs (such as office payments and Internet expenses) and variable costs (such as scheduled labor, unscheduled overtime, etc.). Also referred to as “cost per contact.”
Read moreDefault events
Default Event is an Event type that does not impact your staffing requirements. These are typically used for meetings, lunches, breaks, and project time.
Read moreDuPont shift schedule
A rotating work schedule consisting of a series of four-week cycles, including both day and night shifts.
Read moreEvents
Events are discrete blocks of time used to schedule your team. You can create three types of Events: Productive, Default, or Time-off.
Read moreErlang formulas
A set of industry-standard formulas which allow you to model the relationship between staffing, call volume, and response time. For a given set of inputs, these formulas yield a number of required agents.
Read moreForecast Accuracy
The degree to which your prediction of support volume reflects the reality of observed support volume.
Read moreFilters
Filters are selective lists based on predetermined criteria. They allow you to change your view within the Staffing Timeline based on Channel, Team, Queue, Site, and Skill.
Read moreFirst contact resolution
The percentage of issues handled completely in the initial contact where a customer does not need additional assistance.
Read moreFull-time equivalent (FTE)
The number of hours needed to handle case volume, expressed in units of full-time work weeks (usually 40-hour increments).
Read moreInterval
A period of time which is measured and treated independently for volume forecasting, staffing and analysis.
Read moreIntraday management
The process of managing and adjusting staff schedules and workloads throughout the day.
Read moreIntraday scheduling
The process of creating and updating staff schedules within the same day.
Read moreMultichannel contact center
A contact center that interacts with customers through multiple communication channels.
Read moreNet Promotor Score (NPS)
A survey-based metric used to measure customer loyalty and satisfaction on a scale of 0 to 10.
Read moreOccupancy Rate
The proportion of time that an agent is actively working with a customer contact, either directly engaged with a customer or completing any ancillary work associated with the contact.
Read moreOmnichannel contact center
A contact center that provides a seamless customer experience across multiple channels and devices.
Read morePeople
People in Assembled indicate your team that can log into the platform. People were previously known as agents and/or users.
Read moreProductive events
Productive Events are blocks of time associated with a Channel that impact your staffing requirements.
Read morePanama shift schedule
A rotating shift schedule that typically consists of 12-hour shifts with a cycle of two days on, two days off, three days on, two days off, two days on, and three days off.
Read morePitman shift schedule
A rotating shift schedule consisting of a mix of 8-hour and 12-hour shifts over a four-week cycle.
Read moreQueue
Queues are a Filter that can be used to segment a Channel's volume and map specific tickets within your integrated platform. This allows for more granular forecasting. VIP support or Standard Support are common Queues as they may each have different forecasts and SLAs to follow.
Read moreQuality Management
The structured oversight and enhancement of processes and interactions to ensure that customer service meets or surpasses predefined quality benchmarks.
Read moreQuality assurance (QA)
A process of making sure that products or services meet certain standards of excellence.
Read moreRealtime
Realtime Overview is a live-updating dashboard that gives you insight into your current volume, SLAs, what your team is currently doing and whether they are in or out of adherence.
Read moreRotating shift pattern
A rotating shift pattern is a work schedule where employees alternate between different shifts over a specified period, typically including day, evening, and night shifts.
Read moreSites
Sites are a filter typically used to reflect physical location, such as APAC, EMEA, New York, or San Francisco.
Read moreShrinkage
The reduction in productivity associated with managing a real-life workforce instead of theoretical FTEs.
Read moreStaffable
If a person is Staffable in Assembled, this indicates that they can be scheduled on the staffing timeline.
Read moreSkills
Skills are a filter that can be used to reflect a specific type of proficiency that is useful for particular cases or customers. If people on your team have specializations, you can indicate that with Skills.
Read moreService level
Your team’s stated objective for the amount of time until your first response to a customer. Also referred to as service level agreement (SLA).
Read moreTemplates
Templates allow you to save a schedule and apply it again for a later time period. You save a Template for your entire Team or for specific people based on the Filters and Channels you've set.
Read moreTime-off events
These events are the blocks of time used when someone submits a Time-off request. When doing so, an agent can choose a specific event to associate with the Time-off request.
Read moreUtilization rate
The amount of time that an agent is either productive (e.g. occupied) or available to handle incoming contacts as a proportion of their total paid hours.
Read moreVolumes
The support contacts expected to be handled by a customer support team. These can be subdivided by the channel through which they're received—e.g. email, chat, phone, SMS.
Read moreVolume forecast
A prediction of the incoming support contacts your team will receive over a given interval—whether that’s a day, a week, a month or the next 15 minutes.
Read moreWorkforce management
The forecasting, staffing, scheduling and metrics involved in helping your team meet its service goals reliably and efficiently.
Read moreWorkforce engagement management
The strategic approach of fostering and maximizing employee satisfaction, motivation, and productivity within an organization.
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