Glossary

Helpful A-Z glossary listing key terms, acronyms and their definitions.

W

WAN

See wide area network.

Warm Transfer

When a customer service agent talks to a caller, but then escalates the call to another agent, supervisor, or ring group, for additional assistance. The smooth transition of the transfer is accomplished by informing the caller to whom they’ll be transferred, and apprising the new customer service agent, or supervisor of the caller’s name and the details of the interaction.

Webchat (Chat)

A web-based interface or technology, that enables users to communicate and exchange messages in real-time.

Web click-to-talk (CTT)

Refers to the click-to-call or click-to-dial option provided by websites. It utilizes voice over internet protocol (VoIP) technology to convert web traffic into a voice telephone connection.

Web forms

A web form or HTML form is an online form used to collect data from users.

WFM

See Workforce Management.

Wide Area Network (WAN)

A telecommunication network, wide area network (WAN) connects multiple computers across a large geographic area.

Workflow Management

Refers to the process of planning, executing, and monitoring organizational workflow. It is the way in which tasks, activities, or projects are performed.

Workforce Management (WFM)

Workforce management (WFM) is a set of activities that helps businesses optimize productivity of employees. It utilizes historical information, future forecasts, contact channel volumes, and interaction durations, to establish optimal staffing for a specific period of time.

Workforce Management System

Workforce management system refers to desktop applications or softwares, and mobile apps that help businesses forecast labor requirements, manage staff schedules, and track agent performance, in order to manage large numbers of agents efficiently, and improve their performance consistently.

Workforce Optimization

A strategy of using the workforce to boost operational efficiency and improve customer experience.

Workforce Planner

Refers to the employee in charge of implementing and monitoring the workforce planning strategy, and is responsible for estimating workload and creating agent schedules.

Workload

Refers to the amount of work to be done by individual employees. It is a combination of the time spent on a call and the work done after a call, and includes conversation time, wait time, hold time and after-call work time.

World-Wide Web (WWW)

Commonly known as the Web or WWW, is an information system or protocol that consists of web pages, documents, or other web resources, that can be accessed using a Web browser.

Wrap-Up Codes

Wrap-up codes or call codes, are tools used to differentiate various customer interactions. Customer service agents enter codes into the automatic call distributor (ACD) in order to determine the type of calls they are handling. Wrap-up codes summerizes and conveys relevant information about the interactions.

Wrap-Up Time

Refers solely to the amount of time an agent spends on completing after-call work. It does not include meetings or break time.

WWW

See world-wide web.