English Term, found in TotalView	English Definition
Aban	Abbreviation for "Abandoned"
Abandoned	An abandoned call is one in which the caller hangs up before the call is answered. This is the label of a field that shows the number of calls that were abandoned.
Absolute Date	This is a specific date, as opposed to a "Relative Date" (see "Relative Date")
Accepting Agent	The agent who accepted another agent's request to trade schedules.
Accrual Date	The date assigned to an agent that is used to determine the amount of vacation he or she has earned. (For example, an agent who was hired 5 years ago will most likely earn a different amount of vacation than an agent who was hired 6 months ago.) This is often the same date as the agent's seniority date. (see "Seniority Date")
Accrual Table	A table that is used to determine the amount of vacation time agents will earn in a year, based on their length of employment. (see "Vacation")
ACD	Automatic Call Distributor - A device that manages and distributes calls in a call center.
ACD Parameters	Parameters used to simulate calls coming into an ACD. (e.g. the ACD's time zone)
Acknowledge Alerts	This is the label of a button that an agent clicks to acknowledge that he has seen the changes that have been made to his schedule.
Act	Abbreviation for "Actual"
Act Req	Abbreviation for "Actual Requirements"
Act Staff	Abbreviation for "Actual Staff" (NOTE: No longer used, as of version 3.6; see "Est Staff")
Action	A type of statement used in a contact distribution rule. Action statements are commands that tell the simulator to perform an action. (see "Contact Distribution Rule" and "Simulate Schedules")
Active Directory	Microsoft's trademarked directory service. (See "LDAP")
Active Forecast	The official set of forecast data (as opposed to a short-term forecast, which is used for what-if scenarios). See "Forecast".
Active Schedules	The official schedules assigned to agents for specific dates (as opposed to schedule patterns which are not associated with dates). See "Schedule" and "Schedule Pattern"
Activity	Activity data is an agent's activity on the ACD (e.g. login / logout activity).
Activity Logs	Activity logs refer to the activity data stored for an agent for a date.
Activity Summary	A summary of the on-phone and off-phone events collected from the ACD for each agent. (see "Summary" "ACD")
ActivityTracker™	ActivityTracker is a module in the Supervisor WebStation. This module is used to view the times at which agents logged in and out of modules in the Agent WebStation and to view schedule change and acknowledgement information. (NOTE: ActivityTracker is all one word; it's a name, like ScheduleViewer or StatsViewer.)
Actual	Actual data refers to historical data received from an ACD (or calculated from data received from the ACD).
Actual Requirements	The number of agents that were actually required for a given time period, based on the actual number of calls that were received, the actual handle time, etc.
Actual Staff	NOTE: No longer used as of version 3.6; see "Estimated Staff"
Actual Staff Calculation	NOTE: No longer used as of version 3.6; see "Estimated Staff Calculation".
Additional	In addition
Addnl	Abbreviation for "Additional"
Adh	Abbreviation for "Adherence"
Adherence	A numerical representation of how well one or more agents followed their schedules (e.g. the percentage of time the agent was on the phone when he was supposed to be and off the phone when he was supposed to be).
Adherence Exclusion	A date and time that is to be excluded from adherence calculations; also the name of a screen in which these dates and times are entered (see "Adherence")
Adj	Abbreviation for "Adjustment"
Adjustment	The value (a number or a percentage) by which another value is to be adjusted.
Admin	Abbreviation for "Administration"
Administration	A menu item through which administrative screens are accessed.
Agent	An employee for whom data such as schedules and ACD activity are stored in TotalView
Agent Activity	See "Activity"
Agent Availability	The days and times at which an agent is or isn't available to work. (There is a screen in TotalView named "Agent Availability" in which the availability data are entered.)
Agent Bidding	See "Bidding"
Agent Data	This is the name of the screen in which values are assigned to each agent for each agent data group. (See "Agent Data Groups")
Agent Data Groups	User-defined data items for which values may be assigned to agents. Any data item may be defined as an agent data group, for example, supervisor, extension, birthday, level, etc. (There is a screen in TotalView named "Agent Data Groups" in which the groups are defined for an MU.)
Agent Definition	The name of the screen in which agents are defined in TotalView.
Agent Detail	The name of the screen in which agent ACD data may be viewed and modified (e.g. the number of calls the agent handled, his average handle time, his total login time for the day, etc.).
Agent Fairness History	The name of the screen in which agent fairness data may be viewed and modified for a date range. (See "Fairness")
Agent Group	A grouping of agents that may be used for data collection from the ACD.
Agent Hours	The number of hours an agent works in a given time period (e.g. in a week)
Agent Preferences	An agent's choices regarding the schedule he would most like, for example preferred start time, preferred lunch time, etc. (There is a screen in TotalView named "Agent Preferences" in which the user enters agent preference data.)
Agent Profiles	The name of a screen in which agent definition data may be viewed and modified for agents in an MU (e.g. agent names, seniority dates, skills, etc.).
Agent Selection	The name of a screen in which the user may choose the agents for which some action (e.g. schedule generation) is to be performed.
Agent State Summary	The name of the screen in which the states that agents are currently in may be viewed. (See "Agent States")
Agent States	An agent's state indicates what activity, if any, he is currently performing. There is a screen in TotalView with this name in which agent states are defined and mapped to TotalView exception codes. (see "Agent State Summary")
Agent Trade Requests	Requests made by agents to trade their schedules. There is a screen in TotalView with this name in which the user may view agent trade requests and approve or deny the requests.
Agent Vacation Summary	The name of the screen in which agent vacation information (e.g. the amount of vacation each agent has accrued, the amount of vacation each agent has taken, etc.) may be viewed and modified.
Agent WebStation™	The name of the Web-based module of TotalView that may be accessed by agents for viewing schedules, requesting schedule changes or trades, viewing their contact statistics, etc. (Features such as the ScheduleViewer, StatsViewer, Schedule Bidding, etc. are part of the Agent WebStation.)
Agent-specific Trade	A schedule trade in which one agent chooses a specific agent with whom he or she wishes to trade, rather than posting his or her schedule openly for another agent to accept, as in an open trade. (See "Schedule Trade" and "Open Trade")
Agt	Abbreviation for "Agent"
AgtGrp	Abbreviation for "Agent Group"
AHT	Abbreviation for "Average Handling Time"
Alerts	Notifications sent to users in the Agent or Supervisor WebStation (e.g. notification of a schedule change)
Alloc	Abbreviation for "Allocation"
Allocation	The percentage of a BU's contacts that will be handled by one of its CT's. Also, the percentage of a CT's requirements that are to be handled by an MU.
Allocation Algorithm	The algorithm the customer chose to use for distributing a BU's contacts to its CTs or for distributing a CT's requirements to its MUs.
Allocations	A menu item that accesses the screens in which contact allocations and requirement allocations are defined. (see "Allocation" "Contact Allocations" and "Requirement Allocations")
Allocs	Abbreviation for "Allocations"
Allow Change Requests	This is the label of a checkbox that indicates whether or not agents in an MU are allowed to request changes to their schedules in the Agent WebStation.
Allowed	This is the label of a column in the Vacation Group Data screen that indicates the number of hours that are available for agents to take as vacation for a specific date. (Some people call the "allowed" value the number of "slots" that are available.)
Alpha	Abbreviation for "Alphabetical"
Alphabetical	A data type which can be a letter, number, or character.
Apply Normal Exceptions	This is the label of a checkbox that indicates whether or not future exceptions are to be applied when schedules are created. (see "Future Exceptions")
Approve	This is the label of a checkbox that is used for approving agent requests to change or trade their schedules.
Approve All	This is the label of a button that may be used to approve all agent requests to change or trade their schedules.
Apr	Abbreviation for "April"
April	The month of April
ASA	Abbreviation for "Average Speed of Answer"
ASA Objective	The target average speed of answer. The number of agents that are scheduled should allow the contacts to be answered within the specified number of seconds, on average.
Assign Agents	This is the name of the dialog that is used to assign agents to schedule patterns.
At-home agents	Agents who work from their homes. (Same as "Home-based Agents")
ATT	Abbreviation for "Average Talk Time"
Attr	Abbreviation for "Attribute"
Attrib	Abbreviation for "Attribute"
Attribute	User-defined data items for which values may be assigned to exception codes. Any data item may be defined as an exception code attribute. For example, attributes are often used to map exception codes with names that are recognized by other systems. (see "Exception Code")
Attrit	Abbreviation for "Attrition"
Attrition	A reduction of staff, e.g. due to resignations or terminations, expressed as a number or a percentage.
Aug	Abbreviation for "August"
August	The month of August
Automatic Agent Assignment	A method of assigning agents to schedules, based on each agent's preferences. (see "Agent Preferences") The other method that may be used is Schedule Bidding.
Auto-rank	The label of a button in the Agent WebStation Schedule Bidding module which can be used to automatically populate the "Bid" field for each schedule pattern. (see "Bid" and "Schedule Pattern")
Avail	Abbreviation for "Available"
Available	A state of being able to handle contacts.
Available Codes	The exception codes that, when determining an agent's availability, are considered "available"
Average	An arithmetic mean
Average Handling Time	The average amount of time agents spend to complete a contact.
Average Salary	The average amount of money agents make. (This term has been replaced by "Hourly Rate".)
Average Speed of Answer	The average amount of time it takes for an incoming call to be answered.
Average Talk Time	The average amount of time agents spend talking on the phone for each call.
Average Work Time	The average amount of time agents spend doing work related to a call. (Work time may also be referred to as "after call work" time.)
Avg	Abbreviation for "Average"
Avl	Abbreviation for "Available"
AWT	Abbreviation for "Average Work Time"
Back	The label of a button which returns focus to the previously-viewed screen.
Backlog	An accumulation of unperformed contacts
Balance Factor	A number that indicates the importance that is to be placed on understaffing vs. overstaffing when generating schedules. For example, a balance factor of 0 indicates that it is more important to prevent understaffing, whereas a balance factor of 100 indicates that preventing overstaffing is more important. (see "Understaffing" and "Overstaffing")
Base Schedule Code	The exception code that is used by default on an agent's schedule. This exception code typically represents the activity that the agent performs most often (e.g. one agent may be on the phone whereas another agent may handle emails by default.) (see "Exception Code")
Base Schedule Pattern Sets	One or more sets of schedule patterns chosen to be used as a "base" when generating new schedule patterns. Only as many patterns as are needed in addition to the "base" patterns will be generated.
BErlangC™	The name of the calculation used to determine the number of agents required to handle the incoming contact volume. Contact types that do require immediate responses (e.g. phone calls) typically use the BErlangC calculation. Contact types that do not require immediate responses (e.g. email) typically use the workload calculation.
Bias Factor	The level of staffing at which the schedule generator considers periods overstaffed or understaffed.
Bid	(noun) The label of a field in which an agent enters a number indicating his level of preference for a schedule pattern.
Bid	(verb) To enter a preference for a schedule pattern or to enter time off requests
Bid Ext	Abbreviation for "Bidding Extension"
Bidding	The process of requesting or bidding on vacation days, or the process of ranking schedule patterns in order of preference. Also, the name of the screen in which agent vacation data may be viewed and modified. (This screen is available in the Agent workstation as well as the Supervisor workstation.)
Bidding Data	The label of a button in the Bidding screen (for vacation bidding) which displays a window containing data such as the logged-in user's bidding date, the dates the agent is allowed to choose vacation days, etc. (see "Bidding Date")
Bidding Date	The date assigned to an agent that is used to determine his or her position in the line-up for vacation bidding. That is, for groups bidding on vacation in order of seniority, these dates determine the seniority order of the agents. This is often the same date as the agent's seniority date.
Bidding Extension	When determining the order in which agents are to bid for vacation, this number is used as a tie-breaker for agents with the same bidding date. (see "Bidding Date")
Bidding Order	An agent's rank in the bidding list. The bidding list is the list of agents in the vacation group, sorted by bidding date. (This number is used to determine what order agents must go in when bidding for vacation, if they are required to bid one at a time by seniority.)
Bidding Parameters	The name of the screen in which the user configures a set of schedule patterns for agent bidding. For example the user may choose what data items agents may see when bidding on the set of schedule patterns, which of the schedule patterns may be bid on, the date range for which the schedule patterns will be available for agent bidding, etc.
Bidding Permissions	The name of a screen in which the user specifies which schedule patterns each agent may bid on. For example, agents who work full time may only be allowed to bid on schedule patterns that are marked as "Full-Time", part-time agents may only be allowed to bid on "Part-Time" schedule patterns, etc.
Bidding Rules	The name of a screen in which certain rules governing the process of vacation bidding are defined. For example, a flag indicating whether or not agents must bid for vacation in seniority order is found in this screen.
Bids by Agent	The name of a screen that shows the level of preference an agent gave to each schedule pattern during schedule bidding.
Bids by Pattern	The name of a screen that shows the level of preference each agent gave to a schedule pattern during schedule bidding.
Bind Attribute	An attribute that is used when connecting (or "binding") to an LDAP directory (see "LDAP")
Block Scheduling	A TotalView feature in which segments of time on an agent's schedule are dedicated to using a specific set of skills.
Block Scheduling Exceptions	The exception codes that are placed on agent schedules in segments to represent the times at which agents are to use specific sets of skills. (see "Block Scheduling" and "Exception Codes") This is the name of a screen in which parameters are entered for placing the exceptions on the agent schedules.
Blocks	Time segments (see "Block Scheduling")
Break	A type of exception code that may be included in an agent's schedule, which indicates an interval of rest from working. (see "Exception Codes")
Break Placement	The label of a field that indicates whether break exceptions are to be placed on agent schedules based on the schedule start time or the scheduled lunch time. For example, if based on start times, a schedule that starts at 7AM would have an earlier break than a schedule that starts at 9AM; if based on lunch times, a schedule with an 11AM lunch would have an earlier break than a schedule whose lunch starts at 1PM.
Break Timing Method	The label of a field that indicates whether a specified desired break time is relative to the schedule start time or whether it is an absolute time. For example, 2 hours (relative) or 2PM (absolute).
BU	Abbreviation for "Business Unit"
BU Efficiency	A factor that may be calculated and applied to a BU's requirements that accounts for the efficiencies gained by having multiple sites handling the BU's contacts.
Budget Factors	Percentages entered by the user to account for off-line activities, unpaid absences, and overhead. These percentages will be used to adjust the forecasted number of agents required when generating a long-term forecast. (see "Off-line Activities" "Schedule Overhead" "Requirements" and "Long-term Forecast")
Bus	Abbreviation for "Business"
Business	A flag that indicates whether an exception code is considered to be for business or personal time.
Business Unit	An entity that represents a contact type that is shared between multiple sites.
Busy Time %	The percentage of time that an agent group is busy during a statistic period. Busy time is defined as after-call work plus idle time. (see "Work Time", "Idle Time")
CAI	Abbreviation for "Closed - Available - In Office"
Cancel	The label of a button that closes the current screen or dialog and, if an action is being performed, terminates the action.
Capacity	A type of allocation algorithm that may be used to distribute a BU's contacts to its CTs. This algorithm takes into account each CT's average handle time.
Carry over	(verb) To move unused vacation time from one year to the next year.
Carryover	(noun) The vacation time that the agent earned in a previous year but selected (or took) in a later year.
Carryover Code	An exception code that is to be used to represent vacation time that has been carried over from a previous year. (see "Carryover" "Exception Code")
Carryover Table	A table that is used to determine the amount of unused vacation time agents are allowed to carry over from one year to the next. For example, an agent who has been with the company for 5 years may be able to carry 2 weeks of vacation over from one year to the next, whereas an agent who has only been with the company for 1 year may only be able to carry over 1 week. (see "Carry over")
CAvl	Abbreviation for "Closed - Available"
CDW	Abbreviation for "Consecutive Days Worked"
Centered-	This is an option that may be used for entering an agent's preferred schedule start time, schedule end time, or lunch time. If this option is used, then when generating schedules, the system will consider the time entered by the agent as his or her first preference, the previous period will be considered the agent's second preference, the following period will be considered the agent's third preference, and so on, alternating between earlier and later times, with the specified time as the center.
Centered+	This is an option that may be used for entering an agent's preferred schedule start time, schedule end time, or lunch time. If this option is used, then when generating schedules, the system will consider the time entered by the agent as his or her first preference, the following period will be considered the agent's second preference, the previous period will be considered the agent's third preference, and so on, alternating between later and earlier times, with the specified time as the center.
Change	(noun) e.g. see "Rate of Change" "Change Management" "Schedule Change Requests"
Change	(verb) e.g. a button label or menu item that allows something to be changed
Change Indicator	An icon shown in the ScheduleViewer that indicates a change has been made to a schedule. (This is also the label of a checkbox that indicates whether or not the change indicators should be shown in the ScheduleViewer.)
Change Management	The task of managing the contact center to react to changes in contact volume, handle time, contact arrival patterns, staffing, etc.
Check All	The label of a button or a link that automatically checks all of the currently displayed checkboxes on a screen.
Chg	Abbreviation for "Change"
Clear Row	A menu item that clears the contents of the currently selected row in a spreadsheet.
Close	The label of a button or a menu item that closes the current screen or dialog.
Closed - Available - In Office	An attribute of an exception code that indicates not currently handling contacts (I.e. "closed"), available to handle contacts, and in the office. (e.g. a meeting exception may be considered closed, available, and in office.)
Closed - Not Available - In Office	An attribute of an exception code that indicates not currently handling contacts (I.e. "closed"), not available to handle contacts, and in the office. (e.g. a break exception may be considered closed, not available, and in office.)
Closed - Not Available - Out	An attribute of an exception code that indicates not currently handling contacts (I.e. "closed"), not available to handle contacts, and out of the office. (e.g. a vacation exception may be considered closed, not available, and out of office.)
Closed Available	An attribute of an exception code that indicates not currently handling contacts, but available to handle contacts.
Closed-Avl-In	Abbreviation for "Closed - Available - In Office"
Closed-NA-In	Abbreviation for "Closed - Not Available - In Office"
Closed-NA-Out	Abbreviation for "Closed - Not Available - Out"
CMS	Abbreviation for "Call Management System" (the name of an Avaya product)
CNI	Abbreviation for "Closed - Not Available - In Office"
CNO	Abbreviation for "Closed - Not Available - Out"
CO	Abbreviation for "Carryover"
Code Type	The label of a field that indicates whether an exception code is a "Normal" code, a "Break" code or a "Lunch" code.
Color	The color used to display an agent's statistics that are under, over or within specified thresholds. (e.g. If an agent's average handle time is higher than a specified threshold, then his or her average handle time will be shown in the "over threshold" color in the StatsViewer.)
Color Key	A legend that shows what certain colors represent when used in the Time Off Manager calendar.
Color Scheme	The combination of colors the user has chosen to have the WebStation pages displayed in.
Comm	Abbreviation for "Commitment"
Command Line	A string of text used to initiate a program. The command line usually includes the name of the executable, followed by parameters needed to run the program and produce the desired output (e.g. dates, entities, etc.)
Commands	(Not used in the workstation)
Comment	A type of statement used in a contact distribution rule. Comments do not affect processing during simulation, they are for information purposes only. (see "Contact Distribution Rule") Also a note entered by a user relating to a time off (vacation) request.
Commitments	The staffing levels that the MU has committed to meet.
Comparison	The "Comparison Method" is the label of a field in which the user specifies how values are to be compared in the WebStation StatsViewer. Choices are "None" "Difference" and "% Difference".
Completed	This is a possible status of a schedule trade or a schedule change request. This status indicates that the schedules have been successfully traded or the schedule has been successfully changed.
Condition	Statements in a contact distribution rule that are evaluated as either true or false. ( see "Contact Distribution Rule")
Configure	To specify the settings that determine the behavior of a feature.
Conformance	A numerical representation of how well one or more agents followed their schedules (e.g. the percentage of time the agent was on the phone when he was supposed to be and off the phone when he was supposed to be). Conformance is similar to adherence; the difference between adherence and conformance is the calculation that is used for each.
Consecutive Days Worked	The number of days an agent worked consecutively, without a day off.
Consistent Break Times	The label of a checkbox that indicates whether or not break times are to be scheduled at the same time every day an agent works in a week.
Consistent Lunch Times	The label of a checkbox that indicates whether or not lunch times are to be scheduled at the same time every day an agent works in a week.
Consistent Scheduling	(Not used in the workstation)
Consistent Start Swap	The label of a checkbox that indicates whether or not the schedule generator may swap an agent's schedule if the schedule has consistent start times for each day in the week and if the schedule has one or more all-day closed exceptions. (Swapping is done as part of the schedule generation process to grant agent preferences.)
Consistent Start Times	A flag that indicates whether or not the start time of an agent's schedules are to be at the same time every day the agent works in a week.
Contact Allocations	The percentage of a BU's contacts that will be handled by one of its CT's. This is also the name of the screen in which the allocation percentages are defined.
Contact Distribution Rules	A sequence of statements used to simulate the routing of contacts by an ACD.
Contact Selection Override	The label of a checkbox used during schedule simulation that determines whether or not the specified contact selection criteria are to be used under extreme conditions.
Contact Type	A type of contact that the customer handles, such as "sales" contacts, "service" contacts, "order" contacts, "inquiry" contacts, etc. (see "Contacts")
Contact Type Views	A group of contact types for which certain data may be viewed together.
Contacts	Communications received by or initiated by agents in the contact center, such as phone calls, email, web chats, etc.
Contacts Abandoned	The number of contacts that are disconnected before they are handled by agents. (For example, if a caller gets tired of waiting for his call to be answered, he may hang up before the call is answered.)
Contacts Handled	The number of contacts that agents answer and complete.
Contacts Received	The number of contacts that come into the contact center; this number includes handled contacts as well as abandoned contacts.
Continue	The label of a button that displays the next screen or dialog in a sequence.
Conts	Abbreviation for "Contacts'
Convert Carryover	The name of a dialog that initiates the vacation carryover conversion process. (see "Carryover")
Coverage Factor	A percentage entered by the user that determines how the schedule generator should treat each period with regard to over staffing and under staffing.
Coverage Passes	see "Overstaffing Coverage Passes" and "Understaffing Coverage Passes"
Credited	An amount of vacation time that is given to an agent separately from the amount that he or she has earned. The agent's "credited" time is added to his or her "earned" time to determine how much time he or she may take.
Credits	A method used to determine which agent should work on a certain day when generating schedules using "fairness" processing. This method takes into account the number of times each agent has already worked on that day of the week. (see "Fairness")
CrossMid	Abbreviation for "cross-midnight" which refers to schedules that begin one day and end the next (e.g. a 10pm - 7am shift)
CT	Abbreviation for "Contact Type"
Current Day	The label of a checkbox that indicates whether or not a supervisor is allowed to modify agent schedules for the current day.
Current Total	The label of a button which displays the sum of actual values (which are typically only available for periods on or before the current period).
CurTotal	Abbreviation for "Current Total"
Custom Preferences	A feature that allows users to specify which type of schedule preferences are more important to them (e.g. preferred schedule start time is more important than preferred days off, etc.)
Customer	An entity in TotalView under which all other entities (e.g. BUs, CTs, MUs, Agents, etc.) and data items (e.g. exception codes, ACDs, skills, etc.) are defined.
Customer ID	The numerical identifier of a customer.
Cut Off Date	The date by which an agent must take vacation that has been carried over from a previous year.
CVMS	Call Volume Management System
Daily	Occurs on, or is defined for, each day of the week.
Day of Week	The day of the week (I.e. Sunday, Monday, Tuesday, Wednesday, Thursday, Friday or Saturday)
Day Off	A day of the week on which an agent is not scheduled to work.
Day Off Patterns	The combinations of days off that are possible in a week.
Days Earned	The amount of vacation time, in days, that an agent has earned for the year.
Debited	An amount of vacation time that an agent has taken but is not in the system. (e.g. Customers who start using the  Vacation Planner part-way through the year often use the Debited field to account for vacation time that was taken by agents before the system was in use.)
Dec	Abbreviation for "December"
December	The month of December
Denied	This is a possible status of a schedule trade or a schedule change request. This status indicates that a supervisor would not allow the trade or the change to be made.
Deny	This is the label of a checkbox that is used for denying agent requests to change or trade their schedules.
Deny All	This is the label of a button that may be used to deny all agent requests to change or trade their schedules.
Departments	Groups of agents that bid on schedules together. (This is not a TotalView term; it is used by a specific customer.)
Desc	Abbreviation for "Description"
Description	The name of an exception code or an agent data group or some other entity, that is seen on most screens and reports.
Deselect	The label of a button that moves an item from a "selected" list to an "unselected" list.
Deselect All	The label of a button that automatically unchecks all of the currently displayed checkboxes or moves all of the currently displayed items to an "unselected" list.
Diff	Abbreviation for "Difference"
Difference	The value that results when one number is subtracted from another.
DOS	(Not used in the workstation)
DOW	Abbreviation for "Day of Week"
Download Directory	The directory on the workstation into which files are to be stored once they are downloaded from the server.
Duplicate	The label of a button that allows the user to copy settings from one entity to another.
Dynamic	An option for retrieving data in a mode that allows the user to make changes, but does not lock the data until the change is made. (A data access mode.)
Dynamic Allocations	A feature that allows contacts or requirements to be allocated dynamically, based on the conditions in the contact center, rather than allocating specific percentages of the contacts or requirements to each entity.
Early-Late	This is an option that may be used for entering an agent's preferred schedule start time, schedule end time, or lunch time. If this option is used, then when generating schedules, the system will consider the earliest possible time as the agent's first preference, followed by the next possible time, and so on; the latest possible time will be considered the agent's last choice.
Effective	The header of a column that shows the permissions that are in effect for a user (I.e. the permissions that are actually used).
Effective Date	The date beginning with which a set of schedule patterns are to be used as active schedules. (This is not a TotalView term; it is used by a specific customer.)
Effic	Abbreviation for "Efficiency"
Efficiency	see "Multi-Skill Efficiency" also "BU Efficiency" ("Efficiency is sometimes used in column headers to indicate that multi-skill efficiency has been applied to the value in the column.)
E-mail	Electronic mail
E-mail Address	The identifier of an account from which a person can receive e-mail.
End Time	The time at which something ends (e.g. an agent's schedule, a break, a lunch, etc.)
Entity	A generic term for any type of TotalView group, e.g. Skill Allocation Group, Skill Scheduling Group, Business Unit, Contact Type, Management Unit
Est	Abbreviation for "Estimated"
Est Staff	Abbreviation for "Estimated Staff"
Estimated Staff	The number of agents that are estimated to have been working at a given time period. (Previously called "Actual Staff")
Estimated Staff Calculation	The formula the customer chose to use for calculating estimated staff values. (Previously called "Estimated Staff Calculation")
eTrainer	A WebStation module in which training material is available for agents and supervisors.
Evenly Distribute Work Days	The label of a checkbox that indicates whether or not the schedule generator should attempt to evenly distribute the number of days agents work.
Event-Agent State Mapping	The name of a screen in which the user may map events that are received from an external interface to TotalView agent states. (see "Agent States")
EWT Overload 1 Threshold	During schedule simulation, if a skill's estimated wait time (EWT) exceeds this user-specified number of seconds, then agents who are assigned the skill at a "reserve 1" level will begin to receive calls queued for the skill.
EWT Overload 2 Threshold	During schedule simulation, if a skill's estimated wait time (EWT) exceeds this user-specified number of seconds, then agents who are assigned the skill at a "reserve 2" level will begin to receive calls queued for the skill.
Exc Code	Abbreviation for "Exception Code"
Exception	An exception code (see "Exception Code")
Exception Code Attribute	see "Attribute"
Exception Code Group	An exception code attribute that is used for sorting and filtering exception codes; used for managing large numbers of exception codes.
Exception Codes	Events, represented by icons, that indicate the activity an agent is doing, was doing, or is scheduled to be doing. Exception codes are shown on schedules, activity logs, schedule patterns, the Real-Time Adherence screen, etc..
Exception Overlaps	A condition in which multiple exception codes exist on an agent's schedule at the same time.
Exception Time Summary	The name of a field that displays the total amount of time that agents are scheduled with a certain type of exception. (e.g. This field may show the total amount of overtime found on agent schedules, or the total amount of time spent handling emails, etc.)
Export Code	An attribute of an exception code that is used by certain export programs to map a TotalView exception code name to an external system's exception code name. For example, if the TotalView exception code named "Break" is called "BRK" in another system, then the Export Code field would contain the text "BRK" for the Break exception code.
External ID	An ID assigned to an agent that can be used for logging into the Agent WebStation.
External Open	Scheduled open values that were imported into the TotalView database from an external system. (See "Scheduled Open")
ExtOpen	Abbreviation for External Open
Failed	This is a possible status of a schedule trade or a schedule change request. This status indicates that the request was approved, but the trade or the change could not be completed for some reason.
Failover	A backup. A "failover" server is used if the main server fails or cannot be accessed for some reason.
Fairness	A feature used by the schedule generator that influences which agents will work on certain days of the week.
Fairness History	Historical data regarding which agents worked on certain dates. Fairness history is used by the schedule generator when determining which agents will work on weekend days, if using weekend fairness. (See "Weekend Fairness")
Feb	Abbreviation for "February"
February	The month of February
Find Next	The label of a button that performs a search to find the next row of data that matches the text entered by the user.
Fixed Scheduling	(Not used in the workstation)
Flexible Scheduling	(Not used in the workstation)
Flow Through	An option that allows changes made to certain forecast values to be reflected in the associated plan values. (See "Forecast" and "Skill Plan") There is a menu item called "Flow Through Requirement Changes" in the Skill Plan Monitor screen that enables or disables this option.
Force to Work	The label of a checkbox that indicates whether or not an agent will be guaranteed to work at least a specified minimum number of days per week. If this box is unchecked, then the agent will only be scheduled based on staffing needs.
Force Work	Abbreviation for "Force to Work"
Forced Day Off	A type of future exception that guarantees that an agent will not work for a specified date or date range. (See "Future Exceptions")
Forced Start	This is an option that may be used for entering an agent's preferred schedule start time or lunch time. If this option is used, then when generating schedules, the system will attempt to assign the agent his or her exact preferred time.
Forced Stop	This is an option that may be used for entering an agent's preferred schedule end time. If this option is used, then when generating schedules, the system will attempt to assign the agent his or her exact preferred time.
Fore	Abbreviation for "Forecast"
Forecast	A prediction of the contact volume and average handle time that is expected for each period in a given date range. The system makes these predictions based on past contact volumes and average handle times, in addition to other factors.
Forecast Objectives	The goals that are to be met when generating a forecast. Goals may be set for service level, maximum occupancy, and ASA. (See "Forecast", "Service Level", "Maximum Occupancy" and "ASA").
Forecast Requirements	A prediction of the number of agents that will be needed to handle the forecasted contact volume for a given time period.
Forecast Weightings	The values assigned to each week of history that determine the relative importance of that week among the other weeks when generating the forecast.
Fri	Abbreviation for "Friday"
Friday	The day of the week.
From-To (-)	This is an option that may be used for entering an agent's preferred schedule start time, schedule end time, or lunch time. If this option is used, then when generating schedules, the system will attempt to assign the agent a time within his or her preferred range, beginning with the later time.
From-To (+)	This is an option that may be used for entering an agent's preferred schedule start time, schedule end time, or lunch time. If this option is used, then when generating schedules, the system will attempt to assign the agent a time within his or her preferred range, beginning with the earlier time.
FTE	Abbreviation for "Full-Time Equivalent"
Full-Time Equivalent	The amount of time an agent works in a day, week, or month if he or she works full-time.
Future Days	The label of a checkbox that indicates whether or not a supervisor is allowed to modify agent schedules for days after the current day. Also the label of a checkbox that indicates whether or not agents are allowed to request schedule changes for days after the current day.
Future Exceptions	Exception codes that are to be placed on an agent's schedule for a future date (typically entered before the schedule is generated). (See "Exception Codes")
Future Times	The label of a checkbox that indicates whether or not agents are allowed to request schedule changes for future time periods.
Gaps	Periods of time for which no data exists. (e.g. Weekly Plan, Staff Plan or Skill Plan data)
General	Applicable to the whole. (This is the label of a tab in the WebStation Preferences pages that contains data such as the language and the color scheme to be used.)
Generate	To initiate a process that creates something (e.g. a report, schedules, etc.)
Generator	A program that generates data such as schedules, a forecast, plan data, etc.
Give-away trades	The label of a checkbox that indicates whether or not agents are allowed to give their schedules away in a trade, with nothing in return.
GMT Offset	A time zone's time difference from Greenwich Mean Time
Group	(noun) One or more entities regarded as a unit (e.g. Vacation Group, Skill Scheduling Group, etc.)
Group By	The label of an option that allows the user to indicate data are to be sorted by a specified attribute. For example, if grouping data by supervisor, then all the data for one supervisor will be printed, followed by all the data for the next supervisor, and so on.
Grp	Abbreviation for "Group"
Headcount	A total number of agents (as opposed to a number of FTE agents). For example, if two agents work 4 hours each, and the FTE is 8 hours, then the agents would count as two in the headcount, but as one in the number of FTE agents.
Heartbeat Interval	The amount of time between "heartbeat" messages. Heartbeat messages are messages sent from the server to the workstation to ensure the workstation is still responding.
Help	The label of a button and a menu item that access help files.
History Date	The earliest date for which fairness history will be used when generating schedules for dates using fairness. (See "Holiday Fairness" and "Fairness History")
Holiday Fairness	A feature that can be used when generating schedules for holiday dates that uses each agent's work history to determine who will and will not work on a holiday (See "Fairness" and "Holiday History")
Holiday History	Historical data regarding which agents worked on each date that is observed as a company holiday. Holiday history is used by the schedule generator when determining which agents will work on company holidays, if using fairness. (See "Holiday Fairness")
Holiday History Date	The earliest date for which holiday history will be used when generating schedules for holiday dates using fairness. (See "Fairness")
Holiday Type	A user-defined classification that can be assigned to company holidays and used to group them together for fairness processing during schedule generation. (See "Fairness")
Holidays	The days of the year that the customer recognizes as company holidays. (Different from vacation days.)
Home	The label of a link that displays the home page in the WebStation. (see "Home Page")
Home Page	The first page that is shown when a user logs into the WebStation. This is also the label of a tab in the WebStation Preferences pages in which the user specifies which data items he or she would like to see in the home page.
Home-based agents	Agents who work from their homes. (Same as "At-home Agents")
Hourly Rate	The average amount of money paid to agents per hour.
Hours	A number of hours.
HRIS	Human Resource Information System (an external system)
Hrs	Abbreviation for "Hours"
HTML	Hypertext Markup Language (A document format that may be viewed in a Web browser.)
Icon	The image that is displayed next to an agent's statistic if it is under, over or within a specified threshold. (e.g. If the number of inbound contacts that an agent has handled is lower than a specified threshold, then the "under threshold" icon will be shown next to his or her "in contacts" value in the StatsViewer.) An icon is also an image used to represent an exception code. (see "Exception Code")
Idle Time	Any unproductive time an agent spent while logged-in to the ACD. (e.g. breaks)
IEX	See "IEX Corporation"
IEX Corporation	The name of the company that makes and markets the TotalView Workforce Management product.
In Contacts	Incoming contacts
Inc	Abbreviation for "Increment"
Increment	An amount of time. May be entered as a start time increment, a length increment, etc. For example, if the user specifies a start time increment of 15 minutes, then the valid start times will be 00:00, 00:15, 00:30, 00:45, 01:00, etc.
Inflex	Abbreviation for "Inflexibility"
Inflexibility	A percentage that indicates the effectiveness of schedules, compared to the requirements.
Info	Abbreviation for "Information"
Information	A label of informational data.
Initiating Agent	The agent that requested a schedule trade (either open or agent-specific). (See "Schedule Trade" "Open Trade" and "Agent-Specific Trade")
Install Directory	The directory in which the TotalView installation program is to be saved.
Interface Task	A program that is part of the communication between the TotalView system and external systems such as ACDs. (See "ACD")
Intra	Abbreviation for "Intraday"
Intra Req	Abbreviation for "Intraday Requirements"
Intraday	The name of a screen that shows data for a single day, including forecast values that are recalculated based on the data received in previous periods of the same day. "Intraday" also refers to the reforecasted values. (See "Intraday Reforecast" and "Intraday Requirements")
Intraday Reforecast	(adj) The forecast values that are recalculated based on the data received in previous periods of the day.
Intraday Reforecast	(noun) A recalculation of the forecast values (e.g. contact volume and average handle time) that is based on the data received in previous periods of the same day. For example, if the contact volume received in the first periods of the day is far higher than predicted by the forecast, then the intraday reforecast will likely increase the contact volume for the remainder of the day.
Intraday Requirements	A prediction of the number of agents that will be needed to handle the contact volume for a given time period, based on the intraday reforecast.
Jan	Abbreviation for "January"
January	The month of January
Jul	Abbreviation for "July"
July	The month of July
Jun	Abbreviation for "June"
June	The month of June
Language	The label of a page or a field in which the user chooses the language he or she would like the product to be displayed in.
Late-Early	This is an option that may be used for entering an agent's preferred schedule start time, schedule end time, or lunch time. If this option is used, then when generating schedules, the system will consider the latest possible time as the agent's first preference, and the earliest possible time will be considered the agent's last preference.
LDAP	(Abbreviation for "Lightweight Directory Access Protocol") A protocol that allows a program to look up information on a server. ("LDAP" should not be translated.)
LDAP Authentication	The name of a feature in which LDAP is used to authenticate users when logging into the system. (see "LDAP")
LDAP Configuration	The name of a WebStation module in which settings are defined for the LDAP Authentication and LDAP Role Assignments features.
LDAP Role Assignments	The name of a feature in which LDAP is used to determine a user's role assignment (see "LDAP" and "Role")
Length of FTE Day	The number of hours an agent works in a day if he or she works full-time. (e.g. 8 hours)
Length of FTE Month	The number of days an agent works in a month if he or she works full-time. (e.g. 22 days)
Length of FTE Week	The number of hours an agent works in a week if he or she works full-time. (e.g. 40 hours)
Lens	Abbreviation for "Lengths" (duration)
Level	(Service Level) The percentage of contacts that are to be answered within a given amount of time.
Level	An agent's proficiency for a given skill. Also, "Generate Schedules at CT Level" is the label of a checkbox that indicates that schedules are to be generated for CTs, rather than MUs.
Limited Positions	The name of a screen in which the user may specify that certain skills require specific positions in the contact center (e.g. if a special application is required on the computer) and there are a limited number of those positions.
Limited Positions Flag	A flag that indicates that an agent is expected to occupy a position of which there are a limited number in the contact center.
LimPos	Abbreviation for "Limited Positions"
Link	A numeric identifier of a TotalView workstation. (See "Workstation")
LLen	Abbreviation for "Lunch Length"
Loaded AHT	A specific calculation that the customer may choose to use for determining average handle times.
Locale	A language and location combination that determines how dates, times, and numbers will be formatted as well as the way in which text will be presented.
Lock	(noun) A restriction that allows only one user at a time to modify a set of data.
Logo File	The location and name of a picture that is to be shown as the company logo in the WebStation.
Logon ID	The identifier an agent or supervisor uses to gain access into the TotalView workstation or WebStation.
Logout	The label of a button or a menu item that terminates the user's session in the WebStation or the workstation.
Long-Term Forecast	A forecast that may extend up to 5 years. (See "Forecast")
Lunch	A meal break
Lunch Length	The length of a scheduled meal break
Management Unit	A group of agents for whom data may be viewed and modified together. (Typically a site, a seniority pool, a scheduling group, etc.)
Mar	Abbreviation for "March"
March	The month of March
Master Date Range	The date range used by the Vacation Planner to determine which dates agents may make and modify vacation selections for.
Master From Date	The start date of the Master Date Range. Vacation scheduled for days before the Master From Date count as past days ("taken") and vacation that is scheduled for days on or after the Master From Date count as future ("selected") days.
Master Password	The password used to gain access into TotalView with the "master" logon ID. (The "master" logon ID gives the user unlimited access to all screens, dialogs, entities, etc.)
Master To Date	The end date of the Master Date Range.
Master User	The name shown in the WebStation when a user logs in with the "master" login ID. (Shown as "Hello, Master User")
Max	Abbreviation for "Maximum"
Max CDW	Abbreviation for "Maximum Consecutive Days to Work
Max Part Hours	Abbreviation for "Maximum Partial Hours"
Maximum	An upper limit or the largest value.
Maximum Consecutive Days to Work	The maximum number of consecutive days an agent may be scheduled to work in a week.
Maximum Hours	The maximum number of work hours an agent wants to to be assigned for a particular day of the week.
Maximum Inbound Contacts	The maximum number of inbound lines on an ACD (used for simulation). This is the maximum number of incoming contacts that can be simulated at once.
Maximum Occupancy	The maximum amount of time (entered as a percentage) that agents may be busy. This percentage is taken into account when generating schedules, to ensure enough agents are working so that each agent gets some time between contacts.
Maximum Overflow Contacts	The maximum number of outbound lines on an ACD (used for simulation). This is the maximum number of outgoing contacts that can be simulated at once.
Maximum Partial Hours	The maximum amount of vacation time an agent may select in partial day increments.
Maximum Schedule/Simulation Passes	The maximum number of times schedules are to be created (or adjusted) and simulated during schedule generation.
MaxOcc	Abbreviation for "Maximum Occupancy"
May	The month of May
Meeting Scheduler	A feature of TotalView that allows a meeting to be scheduled at the best time for selected agents within a specified date and time range.
Min	Abbreviation for "Minimum"
Min	Abbreviation for "Minute"
Minimum	A lower limit or the smallest value.
Minimum Consecutive Days Off	The minimum number of consecutive days an agent may be scheduled off in a week.
Minimum Contact Allocations	The minimum percentage of a BU's contacts that may be allocated to a CT.
Minimum Requirement Allocations	The minimum percentage of a CT's requirements that may be allocated to an MU.
Minute	A time increment of 60 seconds.
Modify	An option for retrieving data in a mode that allows the user to make changes.
Mon	Abbreviation for "Monday"
Monday	The day of the week
Monitor	The name of a screen that allows the user to view and modify Weekly Plan, Staff Plan or Skill Plan data.
Monthly	By the month
Monthly Totals	The name of a screen in which the total number of contacts received and average handle times may be viewed and modified by month.
Most Available Agent	The label of a field that indicates how the simulator should determine which agent is to receive the next incoming contact. That is, if multiple agents are available to handle the contact, which agent is considered the "most" available.
Move Agents	A feature of TotalView that allows the user to move agents from one MU to another.
MS	Abbreviation for "Multi-Skill"
MS Eff	Abbreviation for "Multi-Skill Efficiency"
MS Effic	Abbreviation for "Multi-Skill Efficiency"
MSE	Abbreviation for "Multi-Skill Efficiency"
MU	Abbreviation for "Management Unit"
Multi-Contact Type	(adj) Multiple contact types (see "Contact Type")
Multi-Contact Type Intraday	The name of a screen that is similar to the Intraday screen, but shows data for multiple contact types.
Multimedia	A feature in TotalView that allows the customer to forecast and schedule for types of contacts other than phone calls (e.g. email, web chats, faxes, etc)
Multi-Skill	(adj) Multiple skills (see "Skills")
Multi-Skill Efficiency	A factor that may be calculated and applied to requirements that accounts for the efficiencies gained by agents being skilled in handling multiple types of contacts.
Multiweek Scheduling	The name of a feature which supports the process of generating schedules for multiple weeks at a time.
My Contact Statistics	The label of a page in the Agent WebStation that displays the agent's contact statistics (e.g. number of calls handled, average talk time, etc.)
My Preferences	The label of a page in the Agent  and Supervisor WebStation that allows the user to specify settings such as the color scheme that is to be used, which language to use, etc.
My Schedule	The label of a page in the Agent WebStation that displays the agent's schedule.
My Schedule Changes	The label of a page in the Agent WebStation that displays the schedule change requests that were entered by the agent.
My Trades	The label of a page in the Agent WebStation that displays the schedule trade requests that the agent has participated in.
Net Line	A line of data items shown on the Schedule Management screen that includes values such as the number of agents needed, the number of agents scheduled, the difference between these two values, etc. These data items give the user an indication of the net staffing levels for each period of the day.
Next	The label of a button that displays the next screen or dialog in a sequence.
Next Week Cross-Midnight Percent	The percentage of coverage that should be provided by schedules that cross midnight from one week into the next. (This percentage applies to the periods in which one week's schedules overlap the next week's.)
No Web Trades	A checkbox that, if checked, indicates that schedule trades are not allowed in the Agent WebStation.
No.	Abbreviation for "Number"
Normal Exception	A future exception that is not designated as an overtime exception. (See "Future Exception" and "Overtime Exception")
Normal Tour Group	A tour group that is not designated as a rotating tour group. (See "Tour Group" and "Rotating Tour Group")
Notification	An e-mail or pop-up window that gives notice of something such as a schedule change. Notifications may be sent to an agent ("agent notification") or to a supervisor ("supervisor notification").
Nov	Abbreviation for "November"
November	The month of November
NT Authorisation	A feature in TotalView that allows supervisors to be logged into the system automatically when they are logged into the network.
Number	(noun) An integer or decimal number
Number of Simulations per Pass	The number of times schedules should be simulated for each schedule / simulation pass during schedule generation.
O/U	Abbreviation for "Over / Under"
OA	Abbreviation for "Occupancy Adjustment"
OA	Abbreviation for "Off-line Activities"
OAI	Abbreviation for "Open - Available - In Office"
Occ	Abbreviation for "Occupancy"
Occup	Abbreviation for "Occupancy"
Occupancy	The percentage of time that an agent is busy.
Occupancy Adjustment	An adjustment factor (entered as a percentage) that is used when generating staffing requirements to increase occupancy.
Oct	Abbreviation for "October"
October	The month of October
OFF	A day off (an unscheduled day)
Off-Line Activities	This term refers to tasks that an agent may be scheduled to perform that are not considered "open" (or handling contacts). The term is also used in reference to a feature in  which the system schedules these activities at the best time, considering staffing requirements.
Off-Phone Activities	Activities received from an ACD that indicate an agent was doing something other than handling calls (e.g. Break, Lunch Meeting, etc.)
Ohd	Abbreviation for "Schedule Overhead"
OK	The label of a button that confirms, approves, submits, etc.
OPA	Abbreviation for "Off-Phone Activities"
Open - Available - In Office	An attribute of an exception code that indicates currently handling contacts (I.e. "open"), available to handle contacts, and in the office. (e.g. the Open Time exception is considered open, available, and in office.)
Open Attribute	A characteristic of an exception code that determines whether the code is considered open for a specific skill (that is, handling contacts that require the skill) or closed for the skill. (see "Exception Code")
Open Trade	A schedule trade in which one agent posts his or her schedule onto a trade board for another agent to accept. Open trades are often anonymous. (See "Schedule Trade" and "Trade Board")
Open-Avl-In	Abbreviation for "Open - Available - In Office"
Options	The label of a page in which the user may enter optional data (in the Report Generation dialog)
Or	(Not used in the workstation)
Org	Abbreviation for "Original"
Org Slots	Abbreviation for "Original Slots"
Original	The initial value, before the user makes revisions.
Original Slots	The number of agents that can be assigned to a schedule pattern, as determined by the schedule pattern generator.
OT	Abbreviation for "Overtime"
Out Contacts	Abbreviation for "Outbound Contacts"
Out Time	Abbreviation for "Outbound Time"
Over / Under	The label of fields and columns that show the difference between two numbers. (e.g. The difference between the forecasted contacts received and the actual contacts received may be shown in an "Over / Under" column.)
Over Thresh	Abbreviation for "Over Threshold"
Over Threshold	The percentage value that determines whether an agent's statistics will be shown in the "Over Threshold Color" and with the "Over Threshold Icon"
Overstaffing Coverage Factor	A percentage entered by the user that determines how the schedule generator should treat each period with regard to overstaffing. (A period is "overstaffed" if more agents are scheduled than are needed.)
Overtime	Time worked (or scheduled to work) in excess of a standard day or week. Also, an attribute of an exception that indicates overtime work. (see "Exception Code")
Overtime Exception	An exception code whose "Overtime" attribute is set. Also, a future exception that may extend an agent's schedule.
Paid	A flag that indicates whether or not agents are paid for time spent performing the activity represented by the exception code. (see "Exception Code")
Parameters	The label of a page in which the user may enter values for certain data elements that are used for various processes. (e.g. Forecast parameters, scheduling parameters, etc.)
Partial Day	A partial day exception is an exception that does not cover an agent's entire schedule.
Partial Day Exceptions Swap	An option that allows the schedule generator to swap schedules to satisfy agent preferences even if a partial day closed exception exists on one of the schedules to be swapped.
Past Days	The label of a checkbox that indicates whether or not a supervisor is allowed to modify agent schedules for days before the current day. Also the label of a checkbox that indicates whether or not agents are allowed to request schedule changes for days before the current day.
Past Times	The label of a checkbox that indicates whether or not agents are allowed to request schedule changes for past time periods.
Patch	A file that can be installed on the server or the workstation that contains the latest version of a program.
Pattern Type	The label of a field that shows the schedule pattern type that is assigned to a schedule pattern. (see "Schedule Pattern Type")
Pct	Abbreviation for "Percent"
Pending	This is a possible status of a schedule trade or a schedule change request. This status indicates that the request is pending approval from a supervisor, or it has been approved and is pending processing.
Perc	Abbreviation for "Percent"
Percent	A number expressed as a percentage.
Performance Analysis	The name of a screen that shows data related to an MU's staffing (e.g. staffing requirements, number of agents scheduled to be open, etc.)
Period	An increment of time.
Personal Information	The name of a page in the WebStation that allows users to enter information such as how they would like their names to be displayed.
Personnel Planner	The name of a screen that allows users to view and modify long-term forecast data and work force projections based on the long-term forecast.
Plain-text	A type of e-mail message that does not use any HTML. (Used as an adjective, for example, "plain-text message" or "plain-text e-mail".)
Plan Availability Algorithm	The algorithm the customer chose to use for determining agent availability when generating a plan. (see "Agent Availability")
Planned	The amount of vacation time that an agent has scheduled for future dates (previously called "selected").
Planning	(Not used in the workstation)
Port	A hardware interface by which a computer communicates with another device or system
Pos	Abbreviation for "Position"
Position	A numerical representation of an item's place in a list. (e.g. exception code positions indicate the order in which the exception codes are displayed.)
Post Schedule	The label of a button used to post a schedule on the schedule trade board.
Posted	This is a possible status of a schedule trade request. This status indicates that the schedule has been posted on the trade board, but no agent has accepted it yet.
Posting Agent	An agent that posted a schedule on the trade board.
Pref	Abbreviation for "Preference"
Preference	The name of a screen in which a supervisor may enter choices such as the MU, CT, BU, etc. that should be chosen by default when possible. Also refers to an agent's choices regarding certain aspects of a schedule (e.g. start time preference, lunch length preference, etc.)
Preference Across Skill Groups	The label of a checkbox that indicates whether or not the schedule generator may swap schedules between two agents that have different skills, in order to satisfy agent preferences.
Preference-based Pattern Assignment	The name of a feature that assigns agents to schedule patterns according to their schedule preferences, and then creates the agents' schedules from their assigned patterns. (This feature is different from the Schedule Bidding feature in that agents specify their schedule preferences rather than bidding on specific patterns.)
Pri	Abbreviation for "Priority"
Priority	A number assigned to an exception code that is used to determine which exception code takes precedence in case of an overlap. If two exception codes are to be scheduled at the same time, the exception code that is assigned the higher priority of the two will be used.
Process	A program that analyzes and usually modifies data. "Process" is also a report category (see "Process Report").
Process Monitor	A module in the Supervisor WebStation that allows users to see the processes and reports that are currently running or queued and waiting to run. This module also allows users to see who is currently holding locks in the TotalView database.
Process Report	A report that displays information about a process that was run. A process report typically includes error messages, warnings, informational messages, etc.
Queue	When a call comes into an ACD, it is placed in a queue where it waits until an agent becomes available to handle it.
Queue Tag	The label of a queue on an ACD.
Rank	A number assigned to an agent that determines his or her order in the list of agents. (May be based on seniority, performance or any other factor, as determined by the customer.)
Rate of Change	The rate at which a CT's contact volume and AHT change over a 12-month period.
Rcvd	Abbreviation for "Received"
Real-time Adherence	The name of a screen that shows adherence data, updated at regular intervals. (see "Adherence")
Real-time Adherence Increment	The interval at which data will be updated in the Real-time Adherence screen.
Real-time Adherence Update Rate	The interval at which adherence data will be sent from the server to the workstation to be displayed in the Real-time Adherence screen.
Real-time History Updates	A menu item that determines whether or not the Skill Plan Monitor screen will receive updates for historical call volume data in real-time.
Real-time Scheduled Open Updates	A menu item that determines whether or not the Skill Plan Monitor screen will receive updates for schedule data in real-time.
Received	The label of a column that shows the number of contacts that came into the contact center during a period of time.
Relative Date	A date that is determined by adding or subtracting a specified amount of time from a specified date.
Release WP, SP, SkP	The name of a menu item that releases the weekly plan, staff plan, or skill plan data. Releasing plan data allows each MU to make a commitment to meet the staffing levels in that plan.
Released Schedules	Schedules that have been made available for agents to view.
Remaining	The label of a column that shows the amount of time still available for agents to take as vacation.
Reminder	A notification that is sent to an agent letting him or her know that a certain activity is scheduled to occur in the near future. (Also called an "Exception code reminder") The notification is sent in the form of a pop-up window in the Agent WebStation.
Report Directory	The directory on the workstation in which reports are stored.
Report Manager	The name of an application used by the TotalView system that allows the user to access reports that have been generated.
Reports	The name of a screen or WebStation module in which data reports are accessed.
Req	Abbreviation for "Requirements"
Request Off	An option that allows an agent to indicate that he or she would rather not work on a specific holiday.
Request Status	Used as a noun. The status of a previously submitted request.
Requested Schedule	The schedule that an agent has indicated he or she would accept in return for one of his or her own schedules in a trade.
Require Approval	The label of a checkbox that indicates whether or not supervisor approval is required for certain types of schedule change requests.
Requirement Allocations	The percentage of a CT's requirements that are to be given to each MU that can handle the CT's contacts. (see "Requirements") This is also the name of the screen in which the allocation percentages are defined.
Requirements	The number of agents that are needed in order to handle the contact volume that is expected for a given period.
Reselect	The label of a button on TotalView screens that clears and unlocks the data that had been retrieved in the screen. (see "Retrieve")
Reserve Agents	Agents that have a specific skill, but only use that skill under certain circumstances. (see "EWT Overload 1 Threshold" and "EWT Overload 2 Threshold")
Reserve Skill	The skill that is assigned to an agent that he or she only uses under certain circumstances. (see "EWT Overload 1 Threshold" and "EWT Overload 2 Threshold")
Reserved	The amount of time that is available for agents to take as vacation, but cannot be accessed until released by a supervisor. (Typically, if an agent cancels his or her vacation on a day that other agents are on a wait list, then the time the agent gave up will become "reserved" time.)
Re-Simulation	Simulating schedules again, in order to update data items such as agent availability. Re-simulation is usually required after making substantial changes to agent schedules, in order to accurately predict how much time agents will be spending on each type of contact.
Restore Original	The label of a button that changes all values on the screen back to their original values.
Retrieve	The label of a button on TotalView screens that locks and downloads data from the server and displays the data on the screen.
Rev	Abbreviation for "Revised"
Rev Slots	Abbreviation for "Revised Slots"
Revised	Data that may have been modified by the user.
Revised Slots	The number of agents that may be assigned to a schedule pattern, which may have been modified by the user (as opposed to the "Original Slots" which are determined by the schedule pattern generator).
RN	Abbreviation for "Rotation Number"
Role	A function performed by a user. A user's role determines what functions he can and cannot perform in TotalView.
Role Attribute	The name of a field in an LDAP directory where a role name can be found. (Used when querying an LDAP directory.)
Role Context	The text that can be found on the same line as a role name when the role name is given to the TotalView program from an LDAP directory. (The TotalView program searches for this text so it knows which line contains the role name.)
ROs	An abbreviation used to identify a group of agents that bid for schedules together. (This is not a TotalView term; it is used by a specific customer.)
Rotating Tour Group	A tour group that may be used to change the type of schedule an agent will receive on a weekly basis, depending on the agent's rotation number. For example, a rotating tour group that consists of 3 normal tour groups, early shift, early shift, and late shift, will result in agents working for two weeks on the early shift and one week on the late shift.
Rotation Number	A number assigned to an agent that determines which tour group in the rotation will be used when generating the agent's schedule. For example, if the rotating tour group consists of 3 normal tour groups, early shift, day shift, and late shift, and an agent's rotation number is 2, then he or she will work the day shift first, and then the late shift and then the early shift.
RptMgr	Abbreviation for "Report Manager"
Rsv	The label of a checkbox that indicates an agent is assigned a skill with a "reserve" level. (see "Reserve Skill")
Rsvd	The label of a field in the Time Off Manager that shows the amount of time on reserve for a given date. (see "Reserved")
RTA	Abbreviation for "Real-time Adherence"
RT-His	Abbreviation for "Real-time History Updates"
RT-Sch	Abbreviation for "Real-time Scheduled Open Updates"
Rules-based Payroll	The name of a feature that creates a file containing information for a payroll system. The data that goes into the file for this feature is determined by a set of user-defined rules.
Run Reforecast	A recalculation of the forecast values (e.g. contact volume and average handle time) that is based on the data received in previous periods of the same day. This is similar to the Intraday Reforecast, except a different calculation is used. (see "Intraday Reforecast")
Run Requirements	A prediction of the number of agents that will be needed to handle the contact volume for a given time period, based on the "run reforecast".
SAG	Abbreviation for "Skill Allocation Group"
SAGrp	Abbreviation for "Skill Allocation Group"
Sat	Abbreviation for "Saturday"
Saturday	The day of the week
Save	The label of a button and a menu item that saves changes that have been made.
SAvl	Abbreviation for "Staff Plan Available"
Sch	Abbreviation for "Schedule" (noun)
Schd Mgmt	Abbreviation for "Schedule Management"
Sched	Abbreviation for "Schedule" (noun)
Schedule	(noun) The shift an agent is to work for a specific date, which includes the times at which events or activities (such as meal breaks, meetings, etc.) are planned to occur.
Schedule	(verb) To create a schedule, or to place an exception on a schedule. Also, the label of a button that allows a report to be scheduled to run at a specified time. This is also the title of a screen in which the user specifies the dates and times at which a report is to be run.
Schedule Audit Trail	The name of a feature that allows users to see all of the modifications that have been made to a schedule. This is also the title of the dialog box that displays all of the modifications made to a schedule, as well as the menu item that accesses the dialog box.
Schedule Bidding	The name of a feature that allows agents to bid on and be assigned to schedule patterns, which are then used to create their schedules. A "Schedule Bidding" link in the Agent WebStation accesses the pages in which agents may enter their bids for schedule patterns on-line.
Schedule Bids	The ranking that agents assign to schedule patterns which are used to determine which agent will be assigned to which schedule pattern.
Schedule Change Requests	The name of a screen in which a supervisor may view and approve or deny requests made by agents to have changes made to their schedules.
Schedule Changes	Modifications that have been made to an agent's schedule.
Schedule Full Time First	The label of a checkbox that indicates that schedules are to be created for full-time agents before they are created for part-time agents.
Schedule if No Valid Patterns	The label of a checkbox that indicates whether or not a schedule is to be created for an agent even if there are no day off patterns that are valid for the agent. (see "Day Off Patterns")
Schedule Interface Release Dates	The date range for which schedule information is to be exported using a schedule interface (see "Schedule Interfaces").
Schedule Interfaces	The name of a screen through which the system may be configured to periodically export schedule data to an external system.
Schedule Management	The name of a screen in which agent schedules may be viewed and modified for a specified date.
Schedule Optimizer	The name of a feature that adjusts the times at which scheduled exceptions are to occur in order to improve staffing levels. This is the name of a dialog that initiates the Schedule Optimizer program.
Schedule Overhead	A percentage by which staffing requirements will be increased or decreased when generating schedules. This adjustment is often used to account for absences such as meetings, sick time, etc. (See "Shrinkage")
Schedule Overlap	A condition in which multiple exception codes exist on an agent's schedule at the same time.
Schedule Pattern Assignment	The name of a report that lists which agents are assigned to which schedule patterns.
Schedule Pattern Set	A named collection of schedule patterns. (see "Schedule Patterns")
Schedule Pattern Types	User-defined values that may be assigned to schedule patterns. Pattern types are used for filtering and sorting schedule patterns, as well as determining which agents may bid on the schedule patterns. (e.g. Users may define pattern types of "FT" "PT" and "OT".)
Schedule Pattern Variables	The tour groups and associated parameters that are used to generate a schedule pattern set. (see "Tour Group" and "Schedule Pattern Set")
Schedule Patterns	Schedules that are not associated with dates, that agents may bid on and be assigned to. An agent's assigned schedule pattern determines what his or her schedule will look like when schedules are created for specific dates. (see "Schedules")
Schedule Preferences	An agent's choices for certain schedule attributes such as start times, hours per week, lunch times, etc. This is also the name of a WebStation module in which agents may enter their schedule preferences.
Schedule Trade	An instance in which two agent schedules are exchanged.
Schedule Trade Board	A list of schedules that agents have posted on-line (in the Agent WebStation) in a request to trade for a different schedule.
Schedule Trade Board	See "Trade Board"
Schedule Trade Request	A request submitted by an agent to trade his or her schedule.
Scheduled Closed	The number of agents that are scheduled to be doing something other than handling contacts during a given time period.
Scheduled Open	The number of agents that are scheduled to be handling contacts during a given time period.
ScheduleViewer™	The name of a WebStation feature that allows users to view schedules on-line.
Scheduling	The process of generating schedules (see "Schedule")
Scheduling Range	The amount of time for which schedules are typically generated at once (e.g. 1 week, 2 weeks, 4 weeks, etc.)
Search Base	A string of text that is used as a starting point when searching an LDAP directory.
Seasonality Factor	A value by which forecasted values may be adjusted that takes into account the month-to-month deviations in contact volume and AHT patterns.
Seat Limits	The minimum and maximum number of seats (positions) that may be occupied at any time in a management unit.
Seconds	The 60th part of a minute in time. This is the label of a field or column that shows a number of seconds.
Secs	Abbreviation for "Seconds"
Section	A type of statement used in a contact distribution rule. A section is labeled with a name, which may be referenced by a GO TO statement to control the flow of processing during simulation. (see "Contact Distribution Rule" and "Simulate Schedules")
Seg	Abbreviation for "Segment"
Segment	A portion of a schedule. (see "Schedule")
Select	The label of a button that allows the user to choose an item from a list.
Select Agents	The title of a dialog in which the user may choose the agents for which a process is to be run.
Select All	The label of a button that allows the user to choose all of the items in a list.
Selected	The amount of vacation time that an agent has scheduled for future dates (see "Planned").
Sen Ext	Abbreviation for "Seniority Extension"
Seniority Date	Typically, this is an agent's start date with the company. (However, a different date may be used in certain circumstances, for example, this may instead be the date the agent finished training classes and began handling contacts.)
Seniority Extension	A number assigned to an agent that is used when sorting agents in seniority order. This number is used to break ties between two agents who have the same seniority date.
Sep	Abbreviation for "September"
September	The month of September
Server	The computer on which the TotalView database and programs reside. Workstations access the TotalView server to view and modify TotalView data.
Service Level	The percentage of contacts that are to be handled within a specified amount of time. (e.g. 80% of contacts handled within 20 seconds) This may be a service level goal or the actual level of service that was provided.
Service Level Threshold	A threshold that may be used to determine which contact an agent will receive during simulation if multiple contacts are waiting to be handled. Using this threshold helps to ensure a certain level of service.
Shift Diff	Abbreviation for "Shift Differential"
Shift Differential	(Not used in the workstation)
Shifts	Time segments defined by the user, consisting of a start and end time and selected days of the week. Shifts are used to limit the data displayed in certain screens to only the days and times that are included in the shift.
Short-Term Forecast	A forecast that may extend up to about 6 months (see "Forecast")
Show Details	The label of a checkbox that indicates more detailed statistics are to be shown in the StatsViewer. (If checked, statistics for each queue will be shown in addition to the sum of the queue-level statistics.)
Shrinkage	A percentage by which scheduled open values will be increased or decreased to account for unplanned absences (absenteeism, poor adherence, etc.). The difference between schedule overhead and shrinkage in the TotalView application is that schedule overhead is applied to requirements during schedule generation whereas shrinkage is applied to the scheduled open values on the Intraday screen. In addition, a positive schedule overhead percentage will increase requirements whereas a positive shrinkage percentage will decrease the scheduled open value.) (See "Schedule Overhead".)
Simulate Schedules	The title of a dialog in which the user may initiate the schedule simulation process. The schedule simulator uses contact distribution rules to imitate contacts coming into an ACD and being distributed to agents, based on their current schedules and their assigned skills..
SkAvl	Abbreviation for "Skill Plan Available"
SkCom	Abbreviation for "Skill Plan Commitments"
Skill Allocation Group	A group of entities (CTs, MUs and possibly BUs) for which a forecast and skill plan may be generated. (see "Forecast" and "Skill Plan")
Skill Groups	A group of agents that are assigned the same skills and associated skill levels.
Skill Level	An agent's proficiency for a given skill.
Skill Plan	An allocation of staffing requirements among a skill allocation group's entities, based on factors such as the forecasted contact volume and AHT, the user-specified allocation percentages for each entity, agent availability, agent skills, etc.
Skill Plan Available	An exception code designation that indicates an agent is to be considered "available" during periods for which the exception code exists on his or her schedule. This designation is used during skill plan generation to determine agent availability. (see "Exception Code" "Agent Availability" "Skill Plan") "Skill Plan Available" also refers to the number of agents that have exception codes on their schedules that are designated as skill plan available codes.
Skill Plan Commitment Requirements	The skill plan requirements that an MU has made a commitment to meet. (see "Skill Plan Requirements")
Skill Plan Commitments	The name of a screen in which the user may accept or reject the released skill plan requirements. Accepting the requirements creates a commitment for the MU to meet those requirements. "Skill Plan Commitments" also refers to the requirements that the MU has committed to meet. (see "Skill Plan Commitment Requirements")
Skill Plan Monitor	The name of a screen in which skill plan data may be viewed and modified (see "Skill Plan")
Skill Plan Req	Abbreviation for "Skill Plan Requirements"
Skill Plan Requirements	The staffing requirements that were determined during the generation of the skill plan. (see "Skill Plan" "Requirements")
Skill Scheduling Group	A group of entities (CTs, MUs and possibly BUs) for which schedules may be generated. A skill scheduling group is a subset of a skill allocation group.
Skills	The types of abilities that agents posses and use when handling contacts. (e.g. an agent may have skills such as Spanish, Sales, and Service and therefore will be able to handle contacts that require any of those skills.)
Skills Definition	The name of a screen in which the user defines the skills that are used in the contact center. (see "Skills")
Skills routing/scheduling environment	This term refers to a contact center that uses an ACD that distributes contacts to agents based on their skills. (see "ACD" "Skills")
SkP	Abbreviation for "Skill Plan"
SkP Req	Abbreviation for "Skill Plan Requirements"
SkPCom	Abbreviation for "Skill Plan Commitments"
SkPlan	Abbreviation for "Skill Plan"
SL	Abbreviation for "Service Level"
Slack After	The amount of time after an exception code's current end time that the exception code may be moved when adjusted by the Schedule Optimizer. (see "Schedule Optimizer")
Slack Before	The amount of time before an exception code's current start time that the exception code may be moved when adjusted by the Schedule Optimizer. (see "Schedule Optimizer")
Slots	Positions; The number of agents that may be assigned to the same schedule pattern (see "Schedule Patterns")
SMTWTFS	Sunday, Monday, Tuesday, Wednesday, Thursday, Friday, Saturday
Snap Setting	The increment by which schedules may be modified. This is also the title of a dialog box in which the user may view and modify the snap setting increment.
Sort	The label of a menu item and a button that allows the user to sort data. "Sort" is also used in the titles of the dialogs that allow the user to enter sort criteria (e.g. "Schedule Management Sort", "Agent Data Sort", etc.)
SP	Abbreviation for "Staff Plan"
SP Req	Abbreviation for "Staff Plan Requirements"
SPCom	Abbreviation for "Staff Plan Commitments"
Special Days	Dates for which historic data will be ignored when generating a forecast. (e.g. Dates for which the contact volume was unusually high might be marked as special days, to prevent the forecasted contact volume from being inflated.)
Special Distributions	The pattern by which the predicted contact volume is to be distributed over each period in a day. Special distributions are used for dates on which the distribution pattern is expected to be different from the forecasted distribution pattern.
SPlan	Abbreviation for "Staff Plan"
Split Shift	A schedule that contains a period of time during which the agent will not be working. For example, if an agent works from 8am until 12pm, and then again from 3pm until 7pm on the same day, the schedule is considered to be a split shift. (see "Schedule")
SSG	Abbreviation for "Skills Scheduling Group"
Staff Plan	An allocation of contact and staffing requirements among a BU's entities, based on factors such as the forecasted contact volume and AHT, the user-specified allocation percentages for each entity, agent availability, etc.
Staff Plan Available	An exception code designation that indicates an agent is to be considered "available" during periods for which the exception code exists on his or her schedule. This designation is used during staff plan generation to determine agent availability. (see "Exception Code" "Agent Availability" "Staff Plan") "Staff Plan Available" also refers to the number of agents that have exception codes on their schedules that are designated as staff plan available codes.
Staff Plan Commitment Requirements	The staff plan requirements that an MU has made a commitment to meet. (see "Staff Plan Requirements")
Staff Plan Commitments	The name of a screen in which the user may accept or reject the released staff plan requirements. Accepting the requirements creates a commitment for the MU to meet those requirements. "Staff Plan Commitments" also refers to the requirements that the MU has committed to meet. (see "Staff Plan Commitment Requirements")
Staff Plan Monitor	The name of a screen in which staff plan data may be viewed and modified (see "Staff Plan")
Staff Plan Requirements	The staffing requirements that were determined during the generation of the staff plan. (see "Staff Plan" "Requirements")
Standard Deviation	A statistic that indicates how tightly all the data items are clustered around the mean in a set of data. (The standard deviation value that is shown on the Schedule Patterns screen gives the user an idea of how closely matched their schedules are to their staffing requirements. This value is calculated using the standard deviation calculation.)
Start	Abbreviation for "Start Time"
Start Date	The first date in a date range
Start Increment	The time interval at which a schedule or an exception may begin. For example, if the start increment is 30 minutes, then the start time must be on the hour or the half-hour.
Start Time	The time at which something starts (e.g. an agent's schedule, a break, a lunch, etc.)
Statement	A line or an instruction in a contact distribution rule.
Static Allocations	A feature that allows an exact, user-specified percentage of contacts or requirements to be allocated to CTs or MUs. (see "Contact Allocations" "Requirement Allocations")
StatsViewer™	The name of a WebStation feature that allows users to view contact statistics such as average handle time, average talk time, etc, on-line.
Status	The name of a field that displays the state a request is currently in (e.g. pending, completed, failed, etc.)
Std Dev	Abbreviation for "Standard Deviation"
StdDev	Abbreviation for "Standard Deviation"
Stop	Abbreviation for "Stop Time"
Stop Time	The time at which something such as a schedule or a lunch ends.
Submit	The label of a button that delivers user input to the server for processing.
Summary	Data items that are typically totals for a day, a date range, a group of agents, etc. This is also an option that allows the user to print a summary report, rather than printing all of the associated details.
Sun	Abbreviation for "Sunday"
Sunday	The day of the week
Sunday, Monday, Tuesday, Wednesday, Thursday, Friday, Saturday	The days of the week
Supervisor WebStation™	The name of the Web-based module of TotalView that may be accessed by supervisors for viewing agent schedules, viewing agent contact statistics, configuring the Agent WebStation features, etc. (Features such as the ScheduleViewer, StatsViewer, ActivityTracker, etc. are part of the Supervisor WebStation.)
Supervisors and Security	The name of a screen in which TotalView users (called "supervisors") may be defined and assigned permissions.
Switch	A type of statement used in a contact distribution rule. A switch statement may be used to specify different actions depending on the value of a certain variable. (see "Contact Distribution Rule" and "Variable")
System Time	The amount of time an agent spent logged into an ACD.
T/A	Abbreviation for "Totals / Averages"
Taken	The amount of vacation time that an agent has on his or her schedule for past dates.
Talk Time	The amount of time an agent spent talking on the phone.
Talk Type Listen ™	Keynomics' trademarked system that provides agent training
Target Agent	The agent with whom an agent-specific trade was requested.
Team Ldr	Abbreviation for "Team Leader"
Team Leader	(Not used in the workstation)
Team Scheds	Abbreviation for "Team Schedules"
Team Schedules	A set of schedules or schedule patterns whose start and end times and day off patterns are the same (breaks and lunches may also be the same). This option is often used for groups ("teams") who want all of their agents to work the same schedule. (see "Schedule" and "Schedule Pattern")
TeamLdr	Abbreviation for "Team Leader"
Tentative Check	A setting that is used when generating schedules using fairness. This setting determines whether or not agents will receive fairness credits for schedules that exist for future dates, as they do for past dates. (See "Fairness" and "Holiday Fairness")
Thu	Abbreviation for "Thursday"
Thursday	The day of the week
Time Format	The pattern used to display time values (e.g. HH:MM, hh:mm ss, etc.)
Time Off	A general term used to refer to paid or unpaid time away from work (e.g. vacation, PTO, sick time, etc.) (see "Vacation")
Time Off Allotments	The amount of time off that may be taken by agents in a vacation group on a given date. This is also the name of a page in the Time Off Manager module that shows allotments for each date. (see "Time Off Manager", "vacation group data" and "allowed")
Time Off Manager	A module in the Agent WebStation that allows agents to request time off, view their current time off balances, etc. (This WebStation module contains the same functionality as the workstation's Vacation Planner, however, the term "time off" is used instead of "vacation".)
Time to Abandon	The amount of time callers typically wait before hanging up, if their call is not answered. This time value is used in simulating calls coming into the ACD.
Time Zone	The geographical location whose standard time is used to display data. (e.g. America/Chicago, Australia/ACT, Canada/Central, CST6CDT, GMT, GMT-10, etc.)
Time-Early	This is an option that may be used for entering an agent's preferred schedule start time, schedule end time, or lunch time. If this option is used, then when generating schedules, the system will attempt to assign the agent the time he or she specified first, followed by the next valid time that is earlier than the specified time, and so on.
Time-Late	This is an option that may be used for entering an agent's preferred schedule start time, schedule end time, or lunch time. If this option is used, then when generating schedules, the system will attempt to assign the agent the time he or she specified first, followed by the next valid time that is later than the specified time, and so on.
Timing Slack	The amount of time earlier or later than the specified start time that the schedule generator is allowed to shift an exception when adding the exception to a schedule.
Tot	Abbreviation for "Total"
Total	The sum of multiple numbers.
Total Time	The sum of multiple amounts of time.
Totals/Averages	The label of a row of fields that display totals or averages of multiple values (whichever is appropriate).
TotalView	The name of the workforce management software application made by IEX Corporation.
Tour Group	User-defined weekly work rules that dictate the constraints within which the schedule generator must operate. For example, weekly work rules include the minimum and maximum number of days that may be worked, the tour templates that may be used each day of the week, etc. "Tour Groups" is also the name of the screen in which tour groups are defined.
Tour Grp	Abbreviation for "Tour Group"
Tour Length	The length of a schedule.
Tour Template	User-defined daily work rules that dictate the constraints within which the schedule generator must operate. For example, daily work rules include the earliest and latest start times allowed, the schedule length, the valid break and lunch times, etc. "Tour Templates" is also the name of the screen in which tour templates (also called "Templates") are defined.
Trade Board	A page in the Agent WebStation in which agents can see schedules that have been posted for open trading. (See "Open Trade")
Trade Schedules	The name of a screen in which the user may swap two agents' schedules.
Trade Type	The kind of schedule trade that was requested or performed, either open or agent-specific.
Traditional routing/scheduling environment	This term refers to a contact center that uses an ACD that does not distribute contacts to agents based on their skills. (see "Skills routing/scheduling environment")
Ttl	Abbreviation for "Total"
Tue	Abbreviation for "Tuesday"
Tuesday	The day of the week
TZ	Abbreviation for "Time Zone"
Uncheck All	The label of a button or a link that automatically unchecks all of the currently displayed checkboxes on a screen.
Under Thresh	Abbreviation for "Under Threshold"
Under Threshold	The percentage value that determines whether an agent's statistics will be shown in the "Under Threshold Color" and with the "Under Threshold Icon"
Understaffing Coverage Factor	A percentage entered by the user that determines how the schedule generator should treat each period with regard to understaffing. (A period is "understaffed" if fewer agents are scheduled than are needed.)
Unsuccessful	This is a category used to display an agent's schedule change or schedule trade requests. The agent's unsuccessful requests include those whose status is either failed or denied. (see "Failed" "Denied")
Update Interval	This is the amount of time between data updates during schedule simulation. For example, if the update interval is 2 minutes, then data such as the number of contacts that have been handled will be updated every 2 minutes during simulation. (see "Simulate Schedules")
Use EWT Thresholds	The label of a checkbox that indicates whether or not the EWT thresholds will be used during schedule simulation. (see "EWT Overload 1 Threshold" "EWT Overload 2 Threshold")
Use Service Level Thresholds	The label of a checkbox that indicates whether or not service level thresholds will be used during schedule simulation. (see "Service Level Threshold")
Use Shortest Tour	The label of a checkbox that indicates whether or not the schedule generator should attempt to give agents the shortest possible schedules first.
User	A person that uses the TotalView system.
Uses Seat	A flag that indicates whether or not an exception code will count towards the number of seats that are occupied if an agent is scheduled to use that exception code. (see "Exception Code")
Vac	Abbreviation for "Vacation"
Vac Group	Abbreviation for "Vacation Group"
Vacation	A general term used to refer to paid or unpaid time off that is tracked by the Vacation Planner module. (see "Vacation Planner")
Vacation Accrual Tables	The name of the screen in which the user may specify the amount of vacation time agents will earn, based on their length of employment. (see "Accrual Table")
Vacation Carryover Tables	The name of the screen in which the user may specify the amount of unused vacation time that agents may carry into the next year. (see "Carryover Table")
Vacation Group	An entity to which agents are assigned for the purpose of vacation planning and bidding.
Vacation Group Data	The name of a screen in which the user may specify the amount of vacation that may be taken each day by agents in a vacation group (often called the vacation "allotment" or the number of vacation "slots").
Vacation Planner	The name of a feature in TotalView that allows users to plan and track agent vacation time.
Vacation Types	This term refers to the various exception codes that are tracked in the Vacation Planner. (e.g. personal time, paid time off, unpaid time off, etc.)
Vacation Year	The definition of a year in terms of vacation planning. For example, a vacation year often begins on the first day of the year and ends a few months into the following year.
Vacation Year Rules	The rules governing vacation bidding, vacation selections, modifications to planned vacation days, etc. for a vacation year.
VacGrp	Abbreviation for "Vacation Group"
Valid Request Range	The time range for which schedule change requests are allowed.
Variable	A symbol used in a contact distribution rule that may be assigned a value. (see "Contact Distribution Rule")
Variable Scheduling	(Not used in the workstation)
Variance	Deviation, difference
View Only	An option for retrieving data in a mode that does not allow the user to make changes.
Volunteer to work	An option that allows an agent to indicate that he or she would like to work on a specific holiday.
VP	Abbreviation for "Vacation Planner"
W/L	Abbreviation for "Wait List"
w/o	Abbreviation for "Without"
WAHT	Abbreviation for "Weighted Average Handling Time"
Wait List	A list of agents that would like to take vacation on a date for which the vacation allotment is already full (that is, a date for which the number of agents who have already requested vacation time equals the number of agents who are allowed to take vacation).
WAvl	Abbreviation for "Weekly Plan Available"
Web Address	The address of the Internet or intranet page that is to be opened when the company logo is clicked in the WebStation.
WebStation Schedule Change Rules	The rules governing schedule change requests in the Agent WebStation.
WebStation Trade Rules	The rules governing schedule trades in the Agent WebStation.
WebStation™ Administration	The name of a page in which the user may specify settings for the Agent and Supervisor WebStations. (e.g. In this page, the user may change the logo that is displayed in all WebStation pages.)
Wed	Abbreviation for "Wednesday"
Wednesday	The day of the week
Week	Seven consecutive days.
Weekend Fariness	A feature that can be used when generating schedules for weekend dates that uses each agent's work history to determine who will and will not work on the weekend. (see "Fairness" and "Fairness History")
Weekly	By the week
Weekly Average	An average value for a period of seven days.
Weekly Hours	A flag that indicates whether or not an exception code will count towards the total number of hours worked for the week. (see "Exception Code") Also, the length of an agent's schedule, calculated by adding the length of each exception on the schedule whose Weekly Hours flag is set to Yes.
Weekly Plan	An allocation of staffing requirements among a CT's MUs, based on factors such as the forecasted contact volume and AHT, the user-specified allocation percentages for each MU, agent availability, etc.
Weekly Plan Available	An exception code designation that indicates an agent is to be considered "available" during periods for which the exception code exists on his or her schedule. This designation is used during weekly plan generation to determine agent availability. (see "Exception Code" "Agent Availability" "Weekly Plan") "Weekly Plan Available" also refers to the number of agents that have exception codes on their schedules that are designated as weekly plan available codes.
Weekly Plan Commitment Requirements	The weekly plan requirements that an MU has made a commitment to meet. (see "Weekly Plan Requirements")
Weekly Plan Commitments	The name of a screen in which the user may accept or reject the released weekly plan requirements. Accepting the requirements creates a commitment for the MU to meet those requirements. "Weekly Plan Commitments" also refers to the requirements that the MU has committed to meet. (see "Weekly Plan Commitment Requirements")
Weekly Plan Monitor	The name of a screen in which weekly plan data may be viewed and modified (see "Weekly Plan")
Weekly Plan Requirements	The staffing requirements that were determined during the generation of the weekly plan. (see "Weekly Plan" "Requirements")
Week-Of-Month Factor	A value by which forecasted values may be adjusted that takes into account the week-to-week deviations in contact volume and AHT patterns over the period of a month.
Weighted	An item that is assigned a numerical value which determines its relative importance among other items is said to be "weighted".
Weighted Average Handling Time	The cumulative average handling time for the CTs that belong to a BU, weighted by CT. (see "Weighted" and "Average Handling Time")
Weighted Service Level	The combined service level for the CTs that belong to a BU, weighted by CT. (see "Weighted" and "Service Level")
What-if	A mode that allows the user to see the results of a hypothetical scenario without making any actual changes. For example, certain processes may be run in "what-if" mode, which will not cause any changes to be made to the database; instead, the proposed changes would be printed in a report.
Within Thresh	Abbreviation for "Within Threshold"
Within Threshold	A heading which, along with "Color" and "Icon" headings, labels the text color and icon that will be used to display contact statistics  that fall within the specified "Over Threshold" and "Under Threshold" percentages.
Without	The absence of something.
Wk	Abbreviation for "Week"
Wk Avg	Abbreviation for "Weekly Average"
Work After	The amount of time that must be worked after a particular exception code (see "Exception Code")
Work Before	The amount of time that must be worked before a particular exception code (see "Exception Code")
Work Before Tour End	The amount of time than must be worked after the last exception code and before the end of the schedule.
Work Days	The days of the week that an agent is scheduled to work.
Work Directory	The directory on the workstation in which temporary files are stored while the TotalView application is running.
Work Rules	A menu item that accesses the Tour Templates and Tour Groups screens, in which the parameters governing the creation of schedules are defined.
Work Status	An agent designation that indicates whether he or she works full time or part time.
Work Time	The amount of time an agent spent doing work associated with contacts, after the contacts ended. For example, after hanging up, an agent may spend time typing up the result of the call.
Workload	The name of a calculation that may be used to determine the number of agents required to handle the incoming contact volume. Contact types that do not require immediate responses (e.g. email) typically use the workload requirement calculation. Contact types that do require immediate responses (e.g. phone calls) typically use the BErlangC calculation.
Workstation	A computer on which the client-side TotalView application runs. A TotalView workstation accesses the TotalView server to view and modify data.
Workstation Link	A number that identifies a TotalView workstation.
WP	Abbreviation for "Weekly Plan"
WP Req	Abbreviation for "Weekly Plan Requirements"
WPlan	Abbreviation for "Weekly Plan"
WSL	Abbreviation for "Weighted Service Level"
WTD	Abbreviation for "Weighted"
Year-to-Date	An option for viewing data for a time range that begins on the first day of the current year and ends on the current date.