Glossary of Telecommunications Terms - W

Telecommunication Glossary - W

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• Waiting time: The amount of time customers wait before their call reaches an agent, an Interactive Voice Processor (IVP), or an Voice Response Unit (VRU).
• Weighting: Mathematical process in which certain data is given greater influence over a final result than other data used in the computation; used in compiling the Trended Data File.
• Work Trunks: This is the number of trunks (including non-ACD trunks) that are currently enabled.
• Workforce Management: The art and science of having the right number of agents, at the right times, to answer an accurately forecasted volume of incoming calls at the service level standard set by the call center.
• Work Volume: See WVCCS.
• WVCCS: Work Volume CCS – The amount of time measured in Centrum Call Seconds (CCS) or XCS that occupied positions are handling calls during a specific period of time.