## Schedule adherence

The amount of agent time actually spent in accordance with their scheduled tasks as a proportion of their total scheduled time.

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

## Schedule conformance

The amount of agent time actually spent working as a proportion of their total time scheduled to work, regardless of their adherence.

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

## Schedule efficiency

The degree to which your scheduled staff aligns to a given interval's projected requirement. This can be expressed as a percentage of alignment in absolute value.

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

## Service level

Your team’s stated objective for the amount of time until your first response to a customer. Also referred to as service level agreement (SLA).

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

## Shrinkage

The reduction in productivity associated with managing a real-life workforce instead of theoretical FTEs.

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

## Sites

Sites are a filter typically used to reflect physical location, such as APAC, EMEA, New York, or San Francisco.

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

## Skills

Skills are a filter that can be used to reflect a specific type of proficiency that is useful for particular cases or customers. If people on your team have specializations, you can indicate that with Skills.

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

## Southern swing shift schedule

A type of work schedule commonly used where employees work rotating shifts that include both day and night shifts.

[Read more](/content/wfm-glossary/southern-swing-shift-schedule/index.html)

## Speech analytics

The process of analyzing and extracting insights from recorded conversations between customers and support representatives.

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

## Staffable

If a person is Staffable in Assembled, this indicates that they can be scheduled on the staffing timeline.

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

## Staffing timeline

The Staffing Timeline is where you can view your forecasting and staffing requirements and view or create your team's schedule.

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