What is Workforce management? What is Shrinkage? What is SLA Bridge? What is Real Time Analyst work?

Question

Accepted Answer

Workforce management involves optimizing the productivity and performance of a workforce. Shrinkage refers to the time that employees are not available to work. SLA Bridge is a tool used to monitor and manage service level agreements. Real Time Analyst work involves monitoring and adjusting staffing levels in real time to meet service level goals.

Workforce management focuses on optimizing the productivity and performance of a workforce
Shrinkage refers to the time that employees are not available to work, such as breaks, meetings, or training
SLA Bridge is a tool used to monitor and manage service level agreements, ensuring that performance targets are met
Real Time Analyst work involves monitoring and adjusting staffing levels in real time to meet service level goals
Example: A Real Time Analyst may adjust schedules or call routing to ensure that service level agreements are met

Accepted Answer

Shrinkage define that how many people not login on the particular date.
SLA is a service level agreement which is define how many call answer/call offered.
RTA responsible for control breaks, reduce AHT, maintain SL &so on.

What is Workforce management? What is Shrinkage? What is SLA Bridge? What is Real Time Analyst work?

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