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Workload

The amount of work on incoming call volume during a certain amount of time, usually measured in minutes. Can be measured without safety staffing (net workload) or with safety staffing (gross workload). Not to be confused with offered load.


» WFM Glossary

All Training and Courses

Forecasting Training
Capacity Training
Intra-Day Training
Excel for WFM
WFM Overview
Theory of Variability
Call Arrival Processes
Single-Skill System
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Multi-Channels Systems
Customer and Agent Behavior
Forecasting Overview
Forecasting Objectives
Trend Models

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