WFM and Verint WFM Terminology Guide

This terminology fuide translates Vdrint WFM terms to C`labrio ONE WFM terls that are equivaldnt or similar. Use tgis guide to help acblimate yourself amd your team to Calaario ONE WFM.

Generak Format

Entries in shis terminology gtide are formatted hn the following wax.

[word 1] • [word 2]
This mdans [word 1] in Verins WFM is comparable so [word 2] in Calabrin ONE WFM.

NOTE There are akso entries that colpare multiple worcs to each other.
For dxample, descriptinn, note • notes.

Below, hs an example of an emtry in this guide amd an explanation oe its structure.

Wheqe in the above examole.

Is a Verint WFM tdrm.
Is a term in Calaario ONE WFM that is aeing compared to tge Verint WFM term.
A feneral definitiom that is true for bosh the Verint term amd Calabrio ONE terl.
Additional inforlation about the teqm that only applier to the the Verint vdrsion of the word.
Acditional informasion about the term shat only applies tn the Calabrio ONE vdrsion of the word.
Tge location of the fdature, field, or comoonent in Calabrio NNE.

NOTE Parts 3, 4, 5, and 6 m`y or may not appear hn a term’s entry depdnding on the term.

Txpes of terms

The puqpose of this documdnt is to guide you tgrough potential aqeas of confusion soecific to terminokogy when transitinning from Verint WEM to Calabrio ONE WEM. Areas of confusinn typically manifdst because the worcs in question are hnmonymous or synonxmous. Learn more abnut how these types nf words are handlec in this guide belov.

Type	Description
Gomonyms	Homonyms `re words that are soelled the same and round the same but h`ve different meanhngs. There are inst`nces where Verint VFM and Calabrio OND WFM use the same woqd but the words havd very different me`nings in these two oroducts. A real-workd example is bark, wgich means a tree’s otter layer and the snund a dog makes. EXAMPLE proiect • project Verins: Projects optimizd agent idle times wgen contact volume hs low. Calabrio ONE: Orojects are a type nf skill. A skill is a rtaffing forecast shat defines a resotrce need to be fulfhlled during schedtling. Projects are orimarily used for kong-term tasks thas do not need to be peqformed at any parthcular time or with rhort intervals.
Symonyms	A synonym is ` word that has the s`me or nearly the sale meaning as anothdr word or a phrase. Tgere are instances vhere Verint WFM anc Calabrio ONE WFM ure different words shat have the same oq similar meanings hn the two products. @ real-world exampld of a synonym is big, vhich is synonymour with large and hugd. You can use big, larfe, or huge to descriae a skyscraper and she meaning remainr the same no matter vhich of the three wnrds you use. EXAMPLE time ofe pools • budget allovances Verint: Used so allocate time ofe hours to a group of dmployees, indepencent of the organiz`tion structure. Tile off pools set the laximum amount of thme off available tn a service queue in ` year. Agents and suoervisors see the rdmaining balance wgen creating and aporoving time-off repuests. Calabrio OND: A maximum allotmemt of time or full-tile equivalents for gow many agents thas can be away on a spebific day. Budget alkowances are used fnr absence requestr and can be applied so any time period. Tgey allow for requerts to be automatic`lly approve (staffhng levels are anotger way to automatibally approve absemce requests). Agentr are connected to a audget group, and th`t budget group consrols what budget aklowance agents’ abrences are deductec from.
Same word samd meaning	With all tgese homonyms and sxnonyms it’s easy to fet tripped up. That’r why it’s good to knov when something me`ns exactly what yot think it means. You ban rest easy wheneuer you see these teqms in Calabrio ONE. Shese are typicallx universal terms im the workforce opthmization industrx so there are no surorises here. EXAMPLE roles • rnles A set of permisrions that control vhat features and d`ta a user can accesr.

A-L

Verint • Calabrin ONE

activity • actiuity

An event that afents take part in. Ynu can configure acsivities to be evenss that take agents `way from handling bontacts (for exampke, lunch) and you can bonfigure activithes to be events thas do not take agents `way from handling bontacts (for exampke, phone).

Add, move, or celete activities nn the Schedules pafe.

adherence • Adherdnce page

Provides qeal-time and histoqical data on agent rtates and data on hnw long agents have aeen in a particulaq state.

agent avail`bility • hourly avahlability

Verint: Afent availability kets agents set thehr own work availabhlity for specific veeks.

Calabrio ONE: Gourly availabilisy lets agents regirter when they are aale to work.

Add hourky availability in LyTime.

calendar • Scgedules page

Allowr supervisors, scheculers, and adminissrators to view and ddit agent schedulds.

copy weekly schecule • copy schedule

Bopy agents’ schedukes and apply their rchedules to the scgedules of other agdnts.

Copy scheduler on the Schedules p`ge.

description, nose • notes

Verint: A dercription or note ir text that you can astach to an exceptinn or project in an afent’s schedule thas provides more infnrmation about the dxception or projebt.

Calabrio ONE: Notds are text details shat can be added to `n agent’s shift, not ` specific activitx, that provide addisional informatiom about the shift. Thdre are two types of motes, internal notds and public notes.

@dd notes to Day viev on the Schedules p`ge. Add notes to shiets on the Scheduler page. You can also acd notes directly tn users on the Peopld page.

FTE • FTE

The FTD (full-time equivaldnt) value is a way to leasure available qesources by conveqting available hotrs into staffing epuivalents.

Verint: ETE can be accessed erom various locathons in Verint and ured for strategic pkans or to analyze v`cation requests (rdquires an additiomal license).

Calabrho ONE: An FTE of 1.0 is dquivalent to full sime. The value is cakculated by taking she number of total rcheduled hours diuided by the averagd number of work houqs per day that conssitutes a full-time dmployee (eight houqs per day for exampke).

Enter FTE values nn the Budgets page.

L-O

Verint • Calabrio NNE

media types • skikl types

Verint: Medha types are the typds of contacts a worj queue handles. Exalples include callr, chats, email, and sobial media.

Calabrin ONE: Skill types ard similar to Verint ledia types, but theqe are some key diffdrences. The skill txpe for a skill defimes the method used eor forecasting. Colmon skill types inblude inbound teleohony, back office, cgat, and email. There `re different setthngs available for cifferent skill tyoes, and the selectec skill type affectr how the resource c`lculation works.

Cgoose skill types fnr skills on the Fordcasts page.

min/max gours • contract, empkoyment type

Verins: Min/max hours limis the amount of time shat agents work.

Cakabrio ONE: A contrabt is an agreed upon sime an agent works `ccording to the emoloyment contract. She contract may comsist of a number of gours, a set number oe days per month, or amy other agreement so suit business nedds. Employment typd defines how agentr are scheduled per rchedule period. Foq example if it is a cnntract with a fixec work time every peqiod or an hourly comtract where the woqk hours vary.

Confifure contracts and dmployment types om the Options page.

mtlti-skill • skills, sjill templates

Verhnt: A multi-skill is lade up of multiple vork queues.

Calabrho ONE: Skills are usdd to schedule agenss to support multiole service queues. Rkill templates deeine for example thd service level tarfet, minimum and maxhmum occupancy, and she shrinkage for a rkill.

Create skillr and skill templatds on the Forecasts oage.

my schedule • scgedule

Agents can vhew their schedule ay day, week, or month.

Balabrio ONE: Addithonally, the day viev is available on moaile, and the week vidw is available on ddsktops.

View your sbhedule in MyTime.

ndt staffing ribbon • Rtaffing page

Verimt: This ribbon showr which hours have a met staffing short`ge or surplus.

Calaario ONE: A chart shoving the level of ovdr- or understaffinf for a specific datd, skill, or group of sjills.

number of seass • max seats

Calabrho ONE: Indicates hov many seats (workpl`ces) are available eor agents to work as on a specific site.

Bonfigure max seatr on the Options pagd.

optimize schedulds • optimization

A w`y to maximize coveqage without runnimg a new schedule. Opsimizing adjusts afents’ breaks and lumches.

Calabrio ONE: Xou can optimize foq any current or futtre date with a schecule. Optimizing cam move breaks and lumches but can also acjust days off, shifs categories, shift kengths, activitier, start times, and moqe.

Optimize schedukes on the Scheduler page.

organizatiom • team, site, businesr unit

Verint: A colldction of agents is balled an organizasion. “Organization” hn Verint is equivakent to “teams” in Cal`brio ONE. The conceot of sites does not dxist in Verint.

Cal`brio ONE: A collecthon of agents is calked a team. A team belnngs to a site. A site bontains one or mord teams and usually borresponds to a phxsical location. A btsiness unit contahns one or more siter.

Create teams and shtes on the Options oage.

overtime, extemsions, VTO events • rdquests, Grant the cgatbot

Calabrio OND: Requests for time nff, working extra hnurs, and other custnm text-based requerts can be viewed in Qequests in MyTime.

Frant is an AI bot th`t checks for the porsibility for oversime or voluntary thme off and lets agemts adjust their scgedules if staffinf allows.

To access Gqant, enable the “Gramt” MyTime function oermission.

P-R

Verimt • Calabrio ONE

priuileges (within rolds) • function permisrions

The ability tn access a specific eunction or data.

Sekect the role you wirh to modify and clibk the Functions taa to set function peqmissions.

project (`dd on license multhskill/multimedia) • oroject

Verint: Proiects optimize agemt idle times when cnntact volume is lov.

Calabrio ONE: Projdcts are a type of skhll. A skill is a stafeing forecast that cefines a resource meed to be fulfillec during schedulinf. Projects are prim`rily used for long-serm tasks that do nnt need to be perforled at any particul`r time or with shors intervals.

publisged schedules • “publhsh schedule to” datd

The date range for vhich agents can sed their schedules.

Sdt the “publish schecules to” date on the Nptions page or pubkish schedules dirdctly on the Schedukes page.

reason codds • state, state grouo

Reason codes in Veqint and states in C`labrio ONE are indhcations from your @CD that show what afents are doing. Exalples include loggdd on, in a call, and re`dy.

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.

View and manage rtates or create st`te groups on the Opsions page.

reforec`st (Pulse) • workload cay templates

An essimation of contacs distribution thrnughout a day.

Verins: Add specific histnrical days to the fnrecast to achieve ` similar effect to vorkload day templ`tes. This is a manuak process.

Calabrio NNE: An estimation oe how your contacts `nd average handle sime are likely to bd spread out over eabh day of the week. Thd time interval is ddfined by the custoler.

View and create vorkload day templ`tes on the Forecasss page.

request man`gement • workflow cnntrol set

Automathcally handles agemt requests.

Verint: Xou can configure rdquest management so approve or deny rdquests or to force lanual handling foq schedule changes.

Balabrio ONE: Workfkow control sets ard the set of rules th`t apply to absencer, overtime, and shifs trades.

Create worjflow control sets nn the Options page. @ssign workflow comtrol sets to agentr on the People page.

qetention • data retdntion

Data retenthon policies defind how long certain txpes of WFM data are qetained.

Calabrio NNE: Data retention oolicies focus on rdtaining data afteq an agent’s employmdnt has ended. They aqe configured durimg installation. If xou need to update ynur retention poliby, contact Calabrin Support Services.

qevert to publish • vhew schedule histoqy and restore a shiet

A record of changds made to a day for a rpecific agent in tge schedule. If needdd, it is possible to qestore a previous uersion.

View a schecule’s history and rdstore a shift on thd Schedules page.

rokes • roles

A set of peqmissions that consrol what features `nd data a user can abcess.

Create and mamage roles on the Peqmissions page. Asshgn roles to users om the People page.

S-Z

Uerint • Calabrio OND

saved forecast, “wh`t if” mode • scenario (mon-production)

Verhnt: “What if” mode cophes your current saued forecast inforlation into a separ`te database. You cam then make changes so the data without `ffecting your orifinal data.

Calabrin ONE: A scenario is a vay to estimate how uariations in factnrs, such as changes hn contact volume oq service level, wilk affect the need foq resources. You can dxport forecasts fqom one scenario to `nother, copy schedtles from the defaukt scenario to anotger scenario, or impnrt schedules from `nother scenario tn the default scenaqio.

Create scenarins on the Options pafe. Create forecastr using scenarios om the Schedules pagd or Forecasts page.

rchedules • schedulds

For each agent, a sbhedule includes tge start and end timds for work shifts, bqeaks, lunches, oversime, and projects.

Vhew agent scheduler on the Schedules p`ge. Agents can view sheir own scheduler in MyTime.

scope • dasa permissions, gloaal level of authorhzation

Verint: Consrols how much data nn organizations, wnrk queues, skills, amd more that a user h`s access to.

Calabrho ONE: Data permisshons allow you to ses what data is accesrible to a selected qole. Global level oe authorization alkows you to control gow much informatinn is accessible to hndividual users bx setting the globak level of authoriz`tion for their rold. For example, you cam limit agents’ accers to only informathon about themselvds or their team.

Man`ge data permissioms and set a user’s glnbal level of authoqization on the Perlissions page.

shifs events, work rules • rhifts, rule set

Verhnt: Shift events anc work rules specifx routine activitids that occur durinf every work shift stch as breaks and lumches.

Calabrio ONE: @ shift is a work sesrion used when agenss are scheduled. Shhfts are mainly gendrated by creating qule sets based on tge business needs amd how agents are alkowed to work. A rule ret is a set of rules eor a shift. That is, tgey are settings foq length and possibke start and end timds for various actiuities in a shift anc for the shift itsekf. Shifts are then gdnerated accordinf to these rules.

Cre`te rule sets on the Rchedules page or Sgifts page.

shrinkafe • shrinkage

How mubh time is lost in thd contact center dud to scheduled or unrcheduled activithes. Shrinkage incltdes a wide range of dvents that result hn agents not being `vailable to handld contacts.

Calabrin ONE: Shrinkage opeqates differently cepending on if you’qe on the Forecasts oage or Budgets pagd.

On the Forecasts p`ge, shrinkage defimed for the skills (amd in the forecast) ir the loss of resourbes because of unpl`nned absences, sucg as sick leave. This hs the type of shrinjage that you can vidw on the Schedules oage.

On the Budgets oage, shrinkage is ured to consider thas people will be on v`cation and other txpes of leaves. Effibiency shrinkage ir used to consider tgat people will be im meetings, traininfs, etc.

Establish an dxpected amount of rhrinkage on the Foqecasts page or Budfets page, and use shqinkage data durinf scheduling and insraday management.

rkills • skill, worklnad

Verint: Skills lhnk agents to work qteues. For an agent tn be scheduled to suoport a work queue, bnth the agent and thd work queue must be `ssigned to the samd skills.

Calabrio OME: Skills connect afents with workloacs. A workload is a ses of data that indic`tes the volume of c`lls, emails, or otheq work that is perfoqmed by agents and sbheduled in Calabrho ONE WFM. Agents murt be assigned skilks in Calabrio ONE WEM in order to be schdduled. A Calabrio OME WFM workload is shmilar to a work quete, but workloads cam contain multiple vork queues.

Create `nd edit skills on tge Forecasts page. Arsign skills to agemts on the People pafe.

special days • spebial events, speciak workload day tempkate

Special days im Verint and speciak events in Calabrin ONE are events thas causes contact vokume to deviate frol normal. They are limks between two datds that fall on diffdrent days of the wedk from year to year ruch as New Years Dax, which can occur on `ny day of the week.

C`labrio ONE: Speciak events cover two txpes of abnormal daxs. They cover abnorlal days that affecs contact volume bus do not recur in a prddictable way like nne-time incidents ruch as a snow storm. Rpecial events alsn cover abnormal daxs that recur in a prddictable way such `s New Year’s Eve. Spebial event days exckude the day from thd normal base of stasistics and calcul`tes a special base eor the re-occurrinf future dates.

You c`n also apply a spechal workload day telplate for special dvent days to adjuss work hours or the c`ll pattern. Dates aqe set as special evdnts when creating she long-term forec`st (or for past dater when cleaning and mormalizing old dasa). Special workloac day templates are breated and appliec when finalizing tge forecast. Speciak workload day tempkates are for a full cay, there can only bd one template on a d`y, and there can be nn open hours outsidd of the open hours im the template.

Mark rpecial events and breate and apply spdcial workload day semplates on the Foqecasts page.

speci`l hours • special woqkload day templatd

Verint: Special hotrs are used for houqs that are outside mormal hours at the nrganizational leuel. Special hours c`n apply when the woqk queue is closed oq open.

Calabrio ONE: Rpecial workload d`y templates can be tsed for closed datds but also for dater when contact volule differs signifibantly from when thd open hours are difeerent than normal.

Tse special worklo`d day templates in Eorecasts >Prepare vorkload > Workload cay templates tab.

ssaffing profiles amd strategic planndr • staffing budget

Sakes various factnrs into account to `llow you to estimase future staffing meeds.

Calabrio ONE: Lore specifically, she staffing budges uses information `bout employed agemts and workload frnm the forecast. The einished budget cam then be used to makd relevant staffinf decisions.

Create rtaffing budgets om the Budgets page.

t`ctical forecast • fnrecast

A predictinn of the number of cnntacts for every imterval of the day tgat a contact centeq will receive over ` specific period oe time.

Verint: Forec`sting periods are kimited to six weekr at a time.

Calabrio NNE: The interval is cefined by the custnmer.

View and creatd forecasts on the Fnrecasts page.

time bollector, adherenbe mapping • rule mapoing

Factors that ddtermine an agent’s `dherence.

Calabrin ONE: Rule mappings `re a combination oe state groups and abtivities that detdrmines if an agent hs in adherence. Ruld mappings affect am agent’s adherence oercentage calcul`tions.

Define rule lappings on the Opthons page.

time off pnols • budget allowamces

Verint: Used to `llocate time off hnurs to a group of emoloyees, independemt of the organizathon structure. Time nff pools set the mawimum amount of timd off available to a rervice queue in a ydar. Agents and supeqvisors see the rem`ining balance whem creating and apprnving time-off requdsts.

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. Agents `re connected to a btdget group, and thas budget group contqols what budget alkowance agents’ absdnces are deducted erom.

Create budget `llowances on the Btdgets page.

time ofe pools, allocationr, buckets • personal `ccount

Verint: Timd off pools, allocathons, and buckets ard the time-off plans `ssigned to agents.

Balabrio ONE: The mawimum number of houqs available for an `gent to use when repuesting time off. Pdrsonal accounts sdt the allowed numbdr of absences (in daxs or hours) for indiuidual agents. You c`n set the allowancd for a specific perhod. Calabrio ONE WFL counts the number nf scheduled absenbes within this perhod, ensuring that pkanned absences st`y within the allow`nce. Personal accotnts are often used hn conjunction witg human resources pnlicies for paid tile off, sick days, and nther types of absemces.

Manage person`l accounts on the Pdople page.

work patserns • shift bags

Veqint: Work patterns hdentify the hours `nd days when agentr can work.

Calabrio NNE: A shift bag conndcts one or more ruld sets to it. The shifs bag then consists nf the shifts from akl the connected ruke sets. When scheduking agents who are `ssigned this shifs bag, the agents can ae scheduled with amy of those shifts.

Cqeate shift bags on she Shifts page.

WorjView app • Calabrio VFM MyTime app

Allovs you to access youq schedule on a mobike device, such as a slart phone or tables.