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Call Centre Glossary -W

Wide Area Network (WAN). The connection of multiple computers across a wide area, normally using digital data circuits.
Wireless Application Protocol (WAP). A specification that provides a means for users to access information from handheld wireless devices such as mobile phones, pagers, two-way radios, 'smartphones' and 'communicators.' WAP supports most wireless networks and operating systems, including those specifically engineered for handheld devices including PalmOS, EPOC, Windows CE, FLEXOS, OS/9, and JavaOS. WAP is specifically devised for small screens and one-hand navigation devices that don't use a keyboard. WAP is a fairly new standard put forward by companies including Motorola, Nokia and Ericsson, but is not yet formally approved.
Workforce Management (WFM) Software. Software systems that, depending on available modules, forecast call load, calculate staff requirements, organize schedules and track real-time performance of individuals and groups.
Workgroup . A group of workstations and servers that commonly exchange data. This term is also used to describe a group of people who work together.
Workload. Often used interchangeably with Call Load. Work load can also refer to non-call activities.
World-Wide Web (WWW). The capability that enables users to access information on the internet in a graphical environment.
Wrap-Up Codes. All rights reserved. Codes agents enter into the ACD to identify the types of calls they are handling. The ACD can then generate reports on call types, by handling time, time of day, etc.
Wrap-up. All rights reserved. See After-Call Work.

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