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Glossary

WFM Glossary

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Predictive Dialer

Functionality of an ACD that allows outbound calls to be automatically initiated, anticipating future availability of agents.

» 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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