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WFM Glossary

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Glossary

WFM Glossary

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Erlang-X

A safety staffing model that, in addition to the Erlang C model, takes abandonments and retrials into account.

» WFM Glossary

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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
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