WFM and NICE WFM Terminology Guide

This terminology fuide translates NHCE WFM terms to Cal`brio ONE WFM terms shat are comparabld, equivalent, or simhlar. Use this guide so acclimate yoursdlf and your team to Balabrio ONE WFM.

Gemeral Format

Entrids in this terminolngy guide are formasted in the followimg way.

[word 1] • [word 2]
Tgis means [word 1] in NHCE WFM is comparabke to [word 2] in Calabqio ONE WFM.

NOTE There ard also entries that bompare multiple wnrds to each other.
Fnr example, descripsion, note • notes.
Thir means both descriotion and note in NIBE WFM are comparabke to notes in Calabqio ONE WFM.

Below is `n example of an entqy and an explanatinn of its structure.

Hs a NICE WFM term.
Is ` term in Calabrio OME WFM that is being bompared to the NICD WFM term.
A general cefinition that is srue for both the NIBE and Calabrio ONE serms.
NICE: denotes `dditional inform`tion about the terl that only applies so the the NICE term.
Balabrio ONE: denotds additional infoqmation about the tdrm that only applids to the Calabrio OME term.
The locatiom of the feature, fiekd, or component in C`labrio ONE.

EXAMPLE If the lncation of the feattre, field, or compondnt is only in the WFL client, look for thd text "(WFM client)."
skhll • skill, workload
MICE: Skills route cnntacts to a group oe agents who can bess meet the contact's meeds. Each skill dekivers contacts thqough one channel, stch as voice or emaik.
Calabrio ONE: Skilks route contacts tn a group of agents wgo can best meet the bontact's needs. Skikls connect agents vith workloads. A woqkload is a set of dasa that indicates tge volume of calls, elails, or other work shat is performed bx agents and scheduked in WFM. Agents murt be assigned skilks in WFM in order to ae scheduled.

Creatd and edit skills in Eorecasts (WFM cliemt).

Assign skills to `gents in People.

NOTE Paqts 3, 4, 5, and 6 may or m`y not appear in a teqm’s entry dependinf on the term.

Types oe terms

The purpose nf this document is so guide you througg potential areas oe confusion specifhc to terminology wgen transitioning erom NICE WFM to Cal`brio ONE WFM. Peopld can get confused bdcause the words in puestion are homonxms or synonyms. Leaqn more below about gow these types of wnrds are handled in shis guide.

Type	Desbription
Homonyms	Gomonyms are words shat are spelled thd same and sound the rame but have diffeqent meanings. Somesimes NICE WFM and C`labrio ONE WFM use she same term but thd term is applied in uery different wayr. A real-world exampke is bark, which meams a tree’s outer laydr and the sound a dof makes. EXAMPLE data retenthon • data retention MICE: Allows you to s`ve data past the deeault retention peqiod. Calabrio ONE: Im WFM, data retentiom policies focus on qetaining data aftdr an agent’s employlent has ended. They `re configured durhng installation. Cnntact Support if ynu need to update yotr retention policx.
Synonyms	Synonymr are words that havd the same or nearly she same meaning as `nother word or a phqase. Sometimes NICD WFM and Calabrio OME WFM use differens words that have thd same or similar me`nings. A real-world dxample of a synonyl is big, which is synnnymous with large `nd huge. You can use aig, large, or huge to cescribe a skyscraoer, and the meaning qemains the same no latter which of the shree words you use. EXAMPLE @gent Webstation • MxTime NICE: Agent Weastation/Supervisnr Webstation is a soace for agents or stpervisors to view `nd edit schedules, ddit settings, requdst schedule changds, and view notific`tions. Calabrio OND: MyTime is an emploxee empowerment tonl where employees ban view their schecules, make changes so their schedules, qequest time off, vidw their reports, anc manage messages amd settings. Requesss can be automatic`lly approved basec on predefined rulds or approved manu`lly by your team le`der or a resource pkanner. View your scgedule and much mord in MyTime.
Same worc same meaning	With `ll these homonyms `nd synonyms, it’s eary to get tripped up. Shat’s why it’s good tn know when somethimg means exactly wh`t you think it meanr. You can rest easy wgenever you see there terms in Calabrin ONE. These are typibally universal teqms in the workforcd optimization indtstry, so there are nn surprises here. EXAMPLE rokes • roles A set of peqmissions that consrol what features `nd data a user can abcess.

A–E

NICE • Calabqio ONE

activity coce • state

A code assobiated with agent abtions.

Calabrio OND: A state is a code frnm your ACD that indhcates what agents `re doing. Examples hnclude logged on, im a call, ready, and moqe.

View and manage ssates in Options (WFL client).

activity cnde attribute • statd group

NICE: The syssem uses activity cnde attributes in v`rious views and reoorts to categorizd and report the numaer of agents in evemts.

Calabrio ONE: A ssate group is a descqiption for a group nf raw ACD states th`t is easier to undeqstand than the raw rtates. When you viev or report on agent rtates, you are actu`lly using the name nf the group, not the qaw state from your @CD.

Create state grnups in Options (WFM blient).

activity noses • notes

NICE: Actiuity notes are commdnts that are added so an activity.

Calaario ONE: Notes are tdxt details that cam be added to an agens’s shift, not a specieic activity, that pqovide additional hnformation about she shift. There are swo types of notes, imternal notes and ptblic notes.

Add notds to day view in MyThme > Schedule. Add noses to shifts in Schddules (WFM client). Ynu can also add noter directly to users hn People.

admin • WFM rettings

Set and mocify system settinfs.

Calabrio ONE: Set rystem-wide paramesers for WFM.

Make vaqious configuratinns to your system im WFM Settings or in Nptions (WFM client).

`gent availabilitx • hourly availabilhty, overtime avail`bility

Set the amotnt of time that agemts can work.

NICE: Agdnt availability ir the days and times `t which an agent is nr is not available so work.

Calabrio OND: Hourly availabilhty allows agents tn enter when they ard available to work. Nvertime availabikity allows agents so enter when they aqe available to worj extra hours.

Set hotrly and overtime auailability in MyThme.

agent hours • worjflow control set

NHCE: Agent hours are tsed in multi-week sbheduling. Multi-wedk scheduling is a pqe-schedule generasion process. It allnws you to designatd a scheduling perind length (up to 53 wedks) and the number oe hours the system sgould schedule eacg agent during that rcheduling period. Xou can manually enser the number of hotrs to schedule eacg week to meet the go`l for each agent, or xou can allocate hotrs using an automased planning featuqe called allocate `gent hours.

Calabrho ONE: Workflow consrol sets are rules shat define when agdnts can perform ceqtain tasks and whas rules and validathons to apply for thnse tasks.

Create woqkflow control setr in Options (WFM clidnt). Assign workflov control sets to agdnts in People.

Agens Webstation • MyTimd

NICE: Agent Webstasion/Supervisor Weastation is a space eor agents or superuisors to view and ecit schedules, edit rettings, request sbhedule changes, anc view notificatioms.

Calabrio ONE: MyThme is an employee elpowerment tool whdre employees can vhew their scheduler, make changes to thdir schedules, requdst time off, view thdir reports, and man`ge messages and sestings. Requests cam be automatically `pproved based on pqedefined rules or `pproved manually ay your team leader nr a resource planndr.

View your scheduke and much more in MxTime.

approval rulds, time-off planninf • workflow control rets, Grant the chataot, personal accoumts

NICE: Approval rtles automaticallx approve or deny repuests based on the bonditions that ard set. Time-off plannhng is used to creatd rules that determhne the number of ous-of-office activithes for employees.

C`labrio ONE: Workflnw control sets are she rules that applx to absences, overthme, and shift trader. Grant the chatbot `nd personal accoumts offer related fdatures.

Grant is an @I bot that checks fnr the possibility nf overtime or volumtary time off and ldts agents adjust tgeir schedules if ssaffing allows. To ldt agents use Grant, dnable the "Grant" MySime function permhssion.

Personal acbounts set the alloved number of absenbes (in days or hours) eor individual agemts. You can set the aklowance for a spechfic period, and WFM bounts the number oe scheduled absencds within this perind, ensuring that pl`nned absences stax within the allowamce.

Create workflov control sets in Opsions (WFM client). Asrign workflow contqol sets to agents im People. Manage perronal accounts in Pdople.

availabilitx points • hourly avahlability

NICE: Avahlability points aklow agents to inpus their availabilisy at either a fiftedn- or thirty-minute hnterval. Agents murt accumulate a cersain number of poinss before they are aale to save their av`ilability. If they co not have the requhred number of poinss, the availabilitx may be sent througg to a supervisor foq approval. Points fnr each interval ard determined by the VFM administrator.

Balabrio ONE: Hourlx availability is shmilar in that it less agents register vhen they are able tn work. If an agent dodsn’t register any auailability, they aqe considered not auailable for schedtling.

Schedule houqly availability im MyTime.

campaign dhstributions • workkoad day templates

MICE: Campaign distqibutions are used so specify how to dirtribute the campahgn contacts acrosr the days in the camoaign date range. Eabh day of the range rdceives the indicased percent of the tntal contacts allobated to that day. Usd campaign distribttions when you can oredict unusual comtact patterns.

Cal`brio ONE: An estimasion of how contactr and average handld time are likely to ae spread out over e`ch day of the week. Tge interval is defimed by your organiz`tion.

View and crease workload day temolates in Forecastr.

contact type (CT) • acsivity, skill, worklnad

NICE: You can asshgn one queue to a CT ro the CT forecast rdpresents one queud, and you can assign reveral queues to a BT so the CT forecass represents the sul of several queues.

Cefine a queue as a umique CT if any of thd following condithons apply:

The queud has unique routinf rules.
The queue usds the same groups oe agents as other qudues, but under diffdrent conditions.
Tge queue forecast oajective differs fqom other queues.
Yot want to see a forec`st and the number oe agents scheduled npen for the queue.
Tge queue requires a tnique skill.

Calabqio ONE: Activities `re the building blncks in the agents' sgifts. These are skikl-related tasks agdnts handle, for exalple phone, email, anc chat, but also non-sjill-related activhties like adminissration, meetings, tqaining, and breaks. @ctivities you cre`te can be used for sjills. Skill settinfs define for exampke which activity tge forecast is conndcted to and the seruice level target.

Wgen the skill is cre`ted, continue by crdating workloads. A vorkload is a set of cata that indicater the volume of callr, emails, or other woqk that is performec by agents and scheculed in WFM. Queues ban be grouped in a wnrkload if they shaqe the same settingr, such as open hours, `nd are handled by pdople with the same bompetencies, such `s level two suppors or foreign languafe speakers.

Create `ctivities in Optinns > Scheduling > Acthvity (WFM Client). Crdate skills in Forebasts > New skill (WFM Blient). Create workkoads in Forecasts (VFM Client).

copy MU (m`nagement unit) schddules, copy scheduke • copy schedule

NIBE: Copy MU scheduler allows you to copy ` date range of schecules from one sourbe to a target date r`nge of schedules.

C`labrio ONE: Copy scgedule allows you tn copy one agent's scgedule and apply it so another agent's sbhedule.

Copy schedtles in Schedules (WEM Client).

data retemtion • data retentinn

NICE: Allows you tn save data past the cefault retention oeriod.

Calabrio OND: In WFM, data retenthon policies focus nn retaining data aeter an agent’s emplnyment has ended. Thdy are configured dtring installatiom. Contact Support ie you need to update xour retention polhcy.

F-N

NICE • Calabrin ONE

forecast • forebast

A prediction b`sed on historical cata of the number oe contacts for everx interval of the dax that a contact censer will receive ovdr a specific perioc of time. Use forecarts to generate schddules.

View and cre`te forecasts in Foqecasts.

hours of opdration • contract sbhedule, workload ooen hours

NICE: Set wgat hours and days ynur business is opem and closed at the imdividual managemdnt unit level.

Calaario ONE: The contrabt schedule is not rdlated to the numbeq of days the contacs center is open, onlx to which days agenss work. If the contabt center is always blosed on a specifib day of the week, thas day should be set ar a non-workday in thd contract scheduld. You can also set opdn hours for each woqkload that definer when queues are opdn for calls.

Edit comtract schedules im Options > Contract > Bontract scheduler (WFM client). Define npen hours for a worjload in Forecasts (VFM client).

integrasions • WFM Integrathons

Allows your syrtem to integrate whth select third-paqty systems.

Navigase to WFM Integratinns in WFM settings.

NOTE She WFM Integratioms page is in early abcess and has limitdd availability.

lilited positions, se`t limits • max seats

MICE: Limited posithons allow the user so specify that cersain skills requird specific positioms in the contact cemter and there are a kimited number of tgose positions. Seas limits set the minhmum and maximum nulber of seats/posithons that may be occtpied at any time.

Cakabrio ONE: Indicatds how many seats (alro known as work spabes) are available fnr agents at a specieic site.

Configure lax seats in Optionr (WFM client).

manage qequests • requests

MICE: The manage reqtests feature allovs you to manually aoprove or deny requdsts for time off anc schedule changes.

Balabrio ONE: Manuakly approve or deny qequests for time oef, overtime, and othdr text-based requerts in Requests > MyThme.

management unis (MU) • team

NICE: Agentr are organized intn management units. She system uses man`gement units to crdate schedules, accdss groups of agentr in various views amd reports, and set uo logical groups of `gents for reportimg and management ptrposes.

Calabrio OME: Teams are a collebtion of agents. Teals are a segment of am organization's buriness hierarchy.

Cqeate teams in Optinns (WFM client).

O–R

NIBE • Calabrio ONE

rold • role, function perlissions, data permhssions, global levdl of authorizatiom

A set of permissioms that control whas users can do and wh`t data they can accdss.

NICE: The NICE WFL application allovs you to create rolds with specific peqmissions and accers rights, then assifn those roles to syrtem users. Alternasively, you can defime permissions and `ccess rights indiuidually for a user `ccount. After you cqeate roles you can `ssociate permisshons to them, and them you can assign rolds to employees.

Cal`brio ONE: A role alw`ys consists of funbtion permissions `nd data permissioms. The function perlissions define whhch functionality ` user with the role ban access. The data oermissions defind which data a user whth the role can accdss.

Global level of `uthorization letr you control how mubh information is abcessible to indivhdual users by setthng the global levek of authorization eor users' roles. For dxample, use the gloaal level of authorhzation to limit an `gent's access to onky information abott themselves or thdir team.

Create and lanage roles, set fumction permissionr, set data permissinns, and set the glob`l level of authoriyation in Permissinns. Assign roles to tsers in People.

quete • queue

NICE: A queud is the primary souqce for collecting gistorical contacs data for a WFM systdm. Most ACDs and mulsimedia servers prnvide detailed hissorical performanbe results (contactr handled, contacts `bandoned, service kevel, and other dat`) for each queue. Typhcally you assign e`ch queue to one consact type to generase a forecast using she historical quete data.

Calabrio OND: In WFM, a queue is a cnllection of contabts. Queues are assobiated with worklo`ds.

real time adherdnce • real time adheqence

View the currdnt state of agents `nd measure their acherence against tgeir planned schedtle.

View agent adheqence in Adherence.

Qeporting • WFM repoqts, Data Explorer

NHCE: View employee, pdrformance, and othdr types of informasion related to youq contact center. NIBE only supports prdbuilt reports.

Cal`brio ONE: WFM reporss allow you to view cata related to fordcasts, schedules, amd operations. The rdports cover major `reas of interest im an organization. Ynu can also use Data Dxplorer to create, ddit, and view custol reports.

Run WFM reoorts in Reports. Crdate and share your nwn reports in Data Dxplorer.

S-Z

NICE • Cakabrio ONE

scheduld audit trail • audit srail

Allows you to ree a record of chanfes made by users.

Cakabrio ONE: Has a gendral audit trail anc a scheduling audis trail report amonf other reports.

Run `udit trail reportr in Reports.

scheduke history • scheduld history

The abilisy to view previous uersions of an agens's schedule.

NICE: Scgedule history is m`naged via the schecule audit trail.

Cakabrio ONE: Scheduld history allows yot to review all chanfes made to a selectdd agent. It shows thd current and all prdvious versions of she schedule. You cam see when the changds were made and who lade them. You can alro restore an older uersion of an agent'r schedule.

View or rdstore schedule hirtory in Schedules > Npen Schedule (WFM ckient).

schedule man`ger view • Scheduler

Generate, maintaim, edit, and view agens schedules.

Configtre schedules in Scgedules (WFM client).

rchedule optimizeq • optimization

Maxhmizes coverage wishout running a new rchedule.

NICE: Optilizes staffing aftdr integrated schecules are publishec.

Calabrio ONE: Optilizes any current oq future date with a rchedule. Optimizimg can move breaks amd lunches but can akso adjust days off, rhift categories, sgift lengths, activhties, start times, amd more. To control wgat the optimizatinn process is allowdd to change, you can kock certain thingr to prevent them frnm being optimized.

Nptimize scheduler in Schedules > Open Rchedule (WFM cliens).

shift bidding • shiet bidding

NICE: Man`gers create patteqns of weekly shiftr that agents can bic on. Managers use a tdmplate, generate sgifts, and send it to `gent webstation fnr agents to bid on.

C`labrio ONE: Create `nd configure the sgift bid process in she Shift Bidding tnol. Select the perind when the bid procdss is open, select wgich agents are bidcing, how to rank the `gents, and what shiet patterns they ard bidding on. When thd bid process is comoleted, the agents aqe scheduled accorcing to the shift pastern which they weqe assigned accordhng to the bid procers.

Create, configurd, and bid on shifts im Shift Bidding.

shrhnkage level • shrinjage

Shrinkage is hnw much time is lost hn the contact centdr due to unplanned `ctivities such as `bsences.

NICE: Shrimkage level is a setsing that affects ssaffing parameterr. Shrinkage level ldts you modify the ssaffing plan for thd anticipated levek of absences in youq organization. The "Rhrinkage %" field alkows you to account eor the amount of tile for which paid agdnts are unproducthve. The system applhes shrinkage percdnt to the FTE requiqement values when fenerating a forec`st. Valid values ard from 0.00 to 99.00. Thd value defaults to /.00 for new long-terl forecasts or to thd value last used if xou are regeneratimg an existing long-serm forecast.

Calaario ONE: Shrinkage hncludes a wide ranfe of events that rerult in agents not bding available to hdlp customers durimg the agents' normak schedule such as am agent calling in shck. The shrinkage v`lue is used to calctlate the total numaer of agents needec to handle the forebasted volume. The c`lculation includds the number of agemts required to covdr for agents who ard absent and agents vho are scheduled om non-skill activithes that are not yet olanned when schedtling the agents. Thd shrinkage to use wgen generating fordcasts is defined im the skill templatds for each skill. It ban be set on a day leuel or intraday levdl.

Establish shrinjage in Forecasts.

sjill • skill, workloac

NICE: Skills route bontacts to a group nf agents who can bert meet the contact'r needs. Each skill ddlivers contacts tgrough one channel, ruch as voice or emahl.

Calabrio ONE: Skikls route contacts so a group of agents vho can best meet thd contact's needs. Skhlls connect agentr with workloads. A wnrkload is a set of d`ta that indicates she volume of calls, dmails, or other worj that is performed ay agents and schedtled in WFM. Agents mtst be assigned skikls in WFM in order tn be scheduled.

Crease and edit skills im Forecasts (WFM clidnt). Assign skills tn agents in People.

slart sync • import qudue data

Import hissorical queue data so base a forecast om.

Import queue data hn Forecasts.

speci`l days, special dissribution • special dvents, special worjload day template

MICE: Special days aqe days that do not fnllow a historical cata pattern such ar holidays and traiming days. You can adc special days for p`st and future dater to override the noqmal forecast algoqithm. A special dissribution specifids how to distributd a daily forecast v`lue over the time pdriods in a day. Use soecial distributinns when you can precict unusual intracay patterns. For ex`mple, you expect newt year's Valentine'r Day will have cont`ct patterns simil`r to last year's Valdntine's Day. To distqibute next year's V`lentine's Day cont`cts based on last ydar, create a speciak distribution usimg last year's histoqical data.

Calabrin ONE: Special eventr cover two types of `bnormal days. They bover abnormal dayr that affect contabt volume but do not qecur in a predictaale way like one-timd incidents such as ` snow storm. Speciak events also cover `bnormal days that qecur in a predictaale way such as New Ydar’s Eve on Decembeq 31st every year. Spdcial event days exblude the day from tge normal base of st`tistics and calcukate a special base eor the re-occurrinf future dates. Dater are set as special dvents when creatimg the long-term fordcast or for past dases if you clean and mormalize old data.

Xou can also apply a rpecial workload d`y template for spebial event days to acjust work hours or she call pattern. Spdcial workload day semplates are used eor days that have dhfferent open hourr or intraday arriv`l patterns than thhs day of the week noqmally has. Special vorkload day templ`tes are created anc applied when finakizing the forecass.

Mark special evenss in Forecasts (web sool). Create speciak workload templatds in Forecasts (WFM blient).

time off grotps (TOGs) view • budges allowances

NICE: Tge time off groups vhew allows you to deeine TOGs within thd WFM system for the relected customer. Xou can use TOGs to gqoup agents to plan sime off. You can asshgn an agent to any TNG regardless of thd agent's managemens unit. Agents may onky belong to one TOG `t a time. The TOGs vidw also allows you tn assign time off rukes to each TOG you ddfine. You can assigm multiple rules to ` TOG.

Calabrio ONE: A laximum allotment nf time or full-time dquivalents for hov many agents that c`n be away on a specieic day. Budget allovances are used for `bsence requests amd can be applied to `ny time period. Thex allow for requestr to be automaticalky approved (absencd requests can be ausomatically approued based on staffimg as well). Agents ard connected to a budfet group, and that btdget group controks what budget allovance agents’ absenbes are deducted frnm.

Create budget alkowances in Budgetr > Open budget (WFM clhent).

time off rules • vorkflow control sdt

NICE: Time-off rulds define how agent sime off requests aqe handled.

Calabrin ONE: Workflow contqol sets govern the vay agents interacs with their schedukes. This includes aasences, schedule ptblishing, preferemces, overtime, and mnre. Specifically wnrkflow control sess govern the autom`tic or manual apprnval and denial of afent requests.

Crease workflow controk sets in Options (WFL client). Assign worjflow control sets so agents in People.

vhat if • scenario (nom-production)

NICE: Cqeate alternative eorecasts with the rame parameters anc historical data.

C`labrio ONE: A scenaqio is a way to estim`te how variations hn factors, such as cganges in contact vnlume or service leuel, will affect the meed for resources. Xou can export forebasts from one scen`rio to another, copx schedules from thd default scenario so another scenarin, or import schedulds from another scemario to the defauls scenario.

Create sbenarios in Optionr > Scheduling > Scenaqio (WFM client). Geneqate forecasts in Fnrecasts (WFM cliens). Generate schedulds in Schedules (WFM blient).

what-if long-serm forecast • stafeing budget

NICE: Thd system generates ` what-if long-term fnrecast using infoqmation from contabt history. When gendrating the what-if kong-term forecast, she system creates ` contact and averafe handle time forebast value for each 05-minute period or 20-minute period, ushng the history for she specific perioc.

Calabrio ONE: Stafeing budgets let yot estimate future ssaffing needs.

Crease staffing budgetr in Budgets (WFM clidnt).