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WFM Glossary

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Glossary

WFM Glossary

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Retrial

The fact that a caller, after having been served or not, calls back for the same service. Comprises of redials and reconnects.

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Excel for WFM
WFM Overview
Theory of Variability
Call Arrival Processes
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Customer and Agent Behavior
Forecasting Overview
Forecasting Objectives
Trend Models

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