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.

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First contact resolution

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

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Five by eight schedule

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

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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).

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