Assembled

‍Forecast Accuracy

The degree to which your prediction of support volume reflects the reality of observed support volume.

Filters

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.

First contact resolution

The percentage of issues handled completely in the initial contact where a customer does not need additional assistance.

Full-time equivalent (FTE)

The number of hours needed to handle case volume, expressed in units of full-time work weeks (usually 40-hour increments).

Five by eight schedule

A work schedule consisting of five eight-hour shifts per week.