Glossary

Home / Archive by category: Glossary
  • September 22, 2025
  • admin

X Message (DM, @Reply)

A private message (Direct Message) or public response using @Reply on the X platform.

  • September 22, 2025
  • admin

Yelp

A location-based review site where users search for services, leave reviews, and businesses can share offers and links.

  • September 22, 2025
  • admin

Zip Tone

A brief audible tone that signals a call is being connected to an agent—commonly used in predictive dialers to alert agents that a live customer is on the line.

  • September 22, 2025
  • admin

WFM Software / System / Tools

Technology solutions that support scheduling, forecasting, performance tracking, and real-time adjustments for workforce optimization.

  • September 22, 2025
  • admin

Workflow

A series of steps required to complete a task, often visualized with a flowchart.

  • September 22, 2025
  • admin

Workflow AI Automation

Using AI to automate and optimize business processes with minimal human involvement.

  • September 22, 2025
  • admin

Workforce Capacity Planning

Forecasting the number of full-time equivalents (FTEs) needed based on call volume and agent metrics.

  • September 22, 2025
  • admin

Workforce Engagement

The level of employee motivation and commitment to their work and the organization.

  • September 22, 2025
  • admin

Workforce Metrics

Quantitative measures used to evaluate staff effectiveness and productivity.

  • September 22, 2025
  • admin

Workforce Optimization (WFO)

Integrating tools and strategies to improve employee performance, reduce costs, and enhance customer satisfaction.