Welcome to the Workforce / HR Keywords reference page! This glossary is designed to help you quickly understand the key terms and concepts frequently used in Workforce Management (WFM), Human Resources (HR), and WFMQL queries.
Use this page as a guide when crafting queries or analyzing workforce data.
| Keyword | Description |
|---|---|
| Employee | An individual who works for an organization under a contract of employment. |
| Agent | Typically used in call centers; refers to employees handling customer interactions. |
| FTE (Full-Time Equivalent) | A unit that indicates the workload of an employee as a proportion of a full-time schedule. |
| Contingent Worker | Non-permanent workers, including contractors, freelancers, or temporary staff. |
| Shift | A scheduled period during which an employee works. |
| Roster | A list or schedule that details employee shifts and assignments. |
| Keyword | Description |
|---|---|
| Clock In / Out | The process of recording the time an employee starts and ends their work. |
| Timesheet | A record of hours worked by an employee over a given period. |
| Absence | Any scheduled or unscheduled time an employee is not at work. |
| Leave | Authorized absence from work, including vacation, sick leave, and personal time off (PTO). |
| Overtime (OT) | Hours worked beyond the standard full-time schedule, often paid at a higher rate. |
| Keyword | Description |
|---|---|
| KPI (Key Performance Indicator) | A measurable value that demonstrates how effectively an individual or team is achieving objectives. |
| Adherence | How closely an employee follows their scheduled shift or break times. |
| Compliance | Ensuring policies, laws, and schedules are followed accurately. |
| Attrition | The reduction of staff through resignations, retirements, or other forms of voluntary/involuntary departure. |
| Engagement | The emotional commitment an employee has toward their job and organization. |
| Keyword | Description |
|---|---|
| Forecast | A prediction of future workload (e.g., call volume, staffing needs) based on historical data. |
| Schedule | A detailed plan that outlines when employees are expected to work. |
| Intraday Management | Real-time management and adjustments to the schedule based on current conditions. |
| Shrinkage | The percentage of time that employees are not available for productive work (e.g., breaks, training). |
| Service Level (SL) | A measurement of how well service is provided, often tied to response times and workload handling. |
| Keyword | Description |
|---|---|
| FMLA | Family and Medical Leave Act; provides eligible employees with unpaid, job-protected leave. |
| EEO (Equal Employment Opportunity) | Laws ensuring that employment decisions are made without discrimination. |
| HIPAA | Health Insurance Portability and Accountability Act; governs the privacy of employee health information. |
| GDPR | General Data Protection Regulation; governs data protection and privacy in the EU. |
If you're looking for a specific term or want to suggest additions to this glossary, feel free to contact us or explore more in the WFMQL Syntax Guide