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WFM Glossary

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Workforce

The amount of available or required agent time when used in capacity calculations. Can be the net or gross workforce. Should match the workload.

» WFM Glossary

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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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