A tool that identifies and presents areas of opportunity for you to potentially increase the efficiency of your organization. For example, using this tool on the Analysis tab can show times when the expected production goal was not met, or when too much time was spent using non-production applications, such as an instant messenger application.
The top level of the three-level organization hierarchy that is available for use in all of your applications. The organizational structure affects the management reports, statistics, and rules that are available to users in that organization. One system can support multiple organizations. An organization is an instance of the Data-Admin-Organization class.
A tab in Workforce Intelligence where you identify opportunities and see how much time has been spent in each application screen or on each webpage.
An interval of time that is defined in a service-level agreement. It is the suggested resolution time for an item, such as a case or stage.
A business solution that automates workflows in your organization. Multiple, unrelated applications can be hosted in the same system. You create an application by running the New Application wizard.