WFM Glossary | WFM-Academy

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Workforce Management Terminologies, definitions, formulas and Erlang calculators!

Erlang Calculator click here

Two-Skill Calculator click here

Calculators Gerkoole.com click here

Browse the glossary using this index

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L

Load

Amount of work offered to the system, defined by the product of the forecast and the AHT, measured in Erlang. For example: if the forecast of the arrival rate is 4/min and the AHT is 3 minutes, then the load is 4 * 3 = 12 Erlang.

All Trainings and Courses

Forecasting Training
Capacity Training
Intra-Day Training
Excel for WFM
WFM Overview
Theory of Variability
Call Arrival Processes
Single-Skill System
Multi-Skills Systems
Multi-Channels Systems
Customer and Agent Behavior
Forecasting Overview
Forecasting Objectives
Trend Models

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