Glossary
WFM Glossary
Workforce Management Terminologies, definitions, formulas and Erlang calculators!
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Browse the glossary using this index
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Abandoned Call | |
ACDAutomatic 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. | |
AE | |
After Call WorkSee wrap-up time | |
AgentAn employee who works in a Call Center, also called (Call Center) representative ('rep'), or CSR (customers sales representative). | |
AHTAverage Handling Time, the time agents spend on average on a service request, usually a call, an email or a chat. The wrap-up time is also included. See also handling time. | |
AlgorithmA step-by-step method to solve a certain, often computational, problem. | |
AnalyticsAlso known as business analytics, a fact-based approach to business process and product improvement using advanced mathematics and ICT. | |
ANI | |
ASA | |
AWTAcceptable Waiting Time, the target upper bound to the waiting time, often equal to 20 seconds, used in the definition of the SL. Also called Time to Answer (TTA) and Service Time (ST). | |