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Glossary

WFM Glossary

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ACD

Automatic Call Distributor, a part of a PABX that can distribute calls that arrive on one or more numbers to extensions which are part of one or more groups that are assigned to that number.

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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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