Inc. To order ICMI's convenient pocket glossary, An Abbreviated Guide to Call Center Management Terms , please visit the Books section of our web site. The connection of multiple computers across a wide area, normally using digital data circuits. Workforce Management Software. Software systems that, depending on available modules, forecast call load, calculate staff requirements, organize schedules and track real-time performance of individuals and groups. Often used interchangeably with Call Load.
Work load can also refer to non-call activities.
All rights reserved. The capability that enables users to access information on the internet in a graphical environment. All rights reserved. Codes agents enter into the ACD to identify the types of calls they are handling. The ACD can then generate reports on call types, by handling time, time of day, etc.