The Essential WFM Glossary

Application Programming Interface for connecting WFM systems.

Systematic tracking and management of employee absences.

The percentage of work time lost due to employee absences.

WFM strategy in central monitoring stations prioritizing incoming alarms based on severity and assigning operators to handle critical incidents first.

Automated creation of optimal employee schedules.

A time tracking device that uses fingerprint, facial, or iris recognition.

Tracking and managing employee breaks to ensure compliance and productivity.

When one employee clocks in or out for another employee who is not present.

A safety and training approach where employees work in pairs for mutual support.

Ensuring workforce operations continue during and after disruptive events.

The process of determining optimal agent levels to handle call volume while meeting service level targets.

The process of optimizing staffing levels, schedules, and performance in call center environments.

Managing employee absences when they call in sick or unavailable.

Determining optimal staff and resources to meet future demand.

Monitoring and managing employee certifications, licenses, and required qualifications.

Managing organizational changes related to workforce management systems and processes.

WFM strategy optimizing AV technician assignments to maximize client satisfaction and service quality across all projects and events.

Workforce management software hosted in the cloud for remote access.

Adherence to labor laws and regulations in workforce management.

Training employees to perform multiple roles or tasks within an organization.

WFM strategy optimizing SOC analyst assignments and response procedures to maximize threat detection and incident resolution effectiveness.

A visual interface displaying key workforce metrics and data.

Analyzing workforce data to identify patterns and insights.

Estimating future workload to align staffing and resources.

Preparing workforce management systems and processes for business continuity during emergencies.

WFM process coordinating security guard response to emergencies across multiple locations with real-time communication and resource allocation.

The level of enthusiasm and commitment employees have toward their work.

Individual employee choices regarding schedules, work arrangements, and conditions.

The ability of an organization to keep its employees over time.

How content and happy employees are with their jobs and work environment.

Digital tools that allow employees to manage their own work information.

A digital platform where employees manage their schedules, time-off, and personal data.

The overall health and happiness of employees in the workplace.

WFM process managing AV equipment inventory and technician assignments to ensure optimal equipment utilization and availability.

WFM strategy aligning AV technicians' skills with specific equipment needs for projects to ensure efficient task execution and high-quality installations.

A mathematical tool used to calculate staffing requirements based on call volume, service level targets, and average handling time.

WFM process assigning AV technicians to projects or events based on technical expertise, equipment requirements, and event timelines.

Identifying and handling deviations from planned schedules or processes.

A scheduling approach that allows employees to choose or adjust their work hours within set limits.

Predicting future staffing needs based on data and trends.

Using Microsoft Excel spreadsheets and formulas to predict workforce demand and staffing needs.

A unit that indicates the workload of an employed person in a way that makes workloads comparable.

Using game-like elements to motivate and engage employees in workforce management activities.

Using GPS or RFID to define virtual boundaries for workforce management purposes.

The process of determining the number of employees needed to meet business goals.

Managing teams that combine remote and on-site employees.

WFM feature in SOCs coordinating the escalation of cybersecurity incidents to senior analysts or managers based on severity and complexity.

WFM process scheduling AV technicians for installation projects based on project complexity, timeline requirements, and technician expertise.

Connecting WFM systems with other business applications.

Real-time monitoring and adjustment of workforce during the workday.

Key Performance Indicators that measure workforce effectiveness.

Strategies and tools for controlling and optimizing labor expenses.

Predicting future staffing needs based on historical data and trends.

Maximizing workforce efficiency and productivity while minimizing costs.

Managing employee time off requests and leave balances.

WFM feature monitoring security guards' licensure and certification status to ensure compliance with state or regional regulations.

Strategic workforce planning that predicts staffing needs 3-12 months into the future.

Requiring employees to work beyond their regular scheduled hours.

Ensuring employees receive required meal breaks according to labor laws.

A mobile application for managing workforce schedules, time tracking, and communication.

WFM feature monitoring central monitoring station compliance with UL standards, state regulations, and industry requirements for continuous certification.

WFM process scheduling monitoring center operators based on expertise, certifications, and 24/7 coverage requirements for continuous security monitoring.

The process of predicting workforce needs and staffing requirements on a monthly basis.

Coordinating employee schedules across multiple locations or branches.

Assigning work to employees based on multiple skill sets to maximize flexibility.

WFM strategy coordinating AV technicians across multiple venues to optimize resource allocation and ensure service quality.

When an employee fails to show up for work without notifying their employer.

Scheduling employees to be available for work outside regular hours when needed.

Unfilled work shifts that need to be covered by available employees.

Controlling and optimizing employee overtime hours and costs.

Assigning work hours to employees who work fewer than full-time hours per week.

Setting goals, monitoring progress, and evaluating employee performance.

WFM strategy optimizing security guard assignments to specific posts based on skills, experience, and site requirements for maximum effectiveness.

Using data and algorithms to create optimal employee schedules in advance.

WFM feature monitoring AV technician performance and project quality to ensure consistent service delivery and client satisfaction.

Monitoring actual employee activities against planned schedules in real-time.

Monitoring employee activity in real time to ensure schedule compliance.

Managing and coordinating employees who work from locations outside the traditional office.

Generating and distributing workforce data and analytics.

Ensuring employees receive required rest breaks during their shifts.

A list or schedule showing which employees are working at what times.

The process of creating and maintaining employee work rosters or schedules.

A scheduling system where employees cycle through different shift times.

WFM feature monitoring SOC compliance with regulatory requirements, industry standards, and internal security policies.

WFM feature analyzing SOC analyst performance metrics to optimize threat detection, response times, and overall security effectiveness.

WFM strategy rotating SOC analysts through different shifts to prevent fatigue, maintain alertness, and ensure 24/7 threat monitoring coverage.

Metric measuring how closely employees follow their assigned schedules.

Using algorithms and data to create the most efficient employee schedules.

Assigning employees to shifts, tasks, and locations.

WFM strategy balancing security incident workload across SOC analysts to prevent burnout and ensure consistent response quality.

WFM strategy rotating security guards through different shifts and locations to prevent fatigue, maintain alertness, and ensure fair workload distribution.

WFM feature monitoring SOC analysts' proficiency with security tools and technologies to ensure optimal threat detection and response capabilities.

WFM process managing SOC analyst training schedules, certification requirements, and skill development programs.

A system where employees select their own shifts from available options.

WFM process analyzing security guard shift coverage to identify gaps, overlaps, and optimization opportunities across multiple locations.

Additional pay for working non-standard hours or shifts.

Organizing employee work shifts to ensure coverage and compliance.

Additional compensation for working specific shifts or time periods.

The process of employees exchanging scheduled shifts with one another.

Percentage of scheduled time when employees are unavailable for productive work.