Telecommunications Glossary of Terms

Telecommunication Glossary - F

A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z

• Fax on Demand: A system that enables callers to request documents, using their telephone keypads. The selected documents are delivered to the fax numbers they specify.
• Final Required Line (Final Schedule Agents): Tours assigned to an office by the Force Managment Center plus tours added by the office for office-specific activities like training; posted a specified period in advance to allow for further refinements and adjustments.
• Force Algorithm (See also Capacity Table): A series of computational steps used to predict statistically the number of agents required to handle a given work volume based on a target work time and answer speed or occupancy.
• Force Center: Special support group for Customer Service Centers which receives and compiles call flow and agent work time data from the Customer Services Switch and coordinates scheduling of agents.
• Force Managment: Activities determining that a sufficient number of agents is available to handle a volume of calls reaching a Customer Services Switch at any given time.
• Forecasts: Predictions of work volume used to develop tour schedules; based on evaluations of historical data which account for call distribution, changes in call volume, and special conditions or events that cause atypical call volume.