## Filters

Filters are selective lists based on predetermined criteria. They allow you to change your view within the Staffing Timeline based on Channel, Team, Queue, Site, and Skill.

[Read more](/content/wfm-glossary/filters/index.html)

## First contact resolution

The percentage of issues handled completely in the initial contact where a customer does not need additional assistance.

[Read more](/content/wfm-glossary/first-contact-resolution/index.html)

## Five by eight schedule

A work schedule consisting of five eight-hour shifts per week.

[Read more](/content/wfm-glossary/five-by-eight-schedule/index.html)

## Full-time equivalent (FTE)

The number of hours needed to handle case volume, expressed in units of full-time work weeks (usually 40-hour increments).

[Read more](/content/wfm-glossary/full-time-equivalent-fte/index.html)