A wallboard is another word for a dashboard. Wallboards are used in the contact center to showcase real-time information.
workflow is a designated path that outlines the processes and steps that tasks must follow in order to be completed.
Workforce Engagement Management is part of workforce optimization, or WFO. Workforce management software in the contact center is a combination of tools, strategies, and principles that help teams work more effectively while measuring progress.
Workforce management software (WFM) refers to the tools and processes an organization uses to manage, measure, and improve employees.
Workforce optimization and unified workforce optimization are business strategies that involve integrating solutions, processes, and contact center technologies.
Workload management is a capacity planning tactic that evenly distributes work among available resources within a team.
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