F

Facsimile (FAX). Technology that scans a document, encodes it, transmits it over a telecommunications circuit, and reproduces it in original form at the receiving end.

Fast Clear Down. A caller who hangs up immediately when they hear a delay announcement.

Fax on Demand. A system that enables callers to request documents, using their telephone keypads. The selected documents are delivered to the fax numbers they specify.

Flowchart. A step by step diagram of a process.

Flushing Out the Queue. Changing system thresholds so that calls waiting for an agent group are redirected to another group with a shorter queue or available agents.

Full-Time Equivalent (FTE). A term used in scheduling and budgeting, whereby the number of scheduled hours is divided by the hours in a full work week. The hours of several part time agents may add up to one FTE.