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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Net WorkforceEqual to gross workload. | |
Net WorkloadThe amount of agent time needed to handle a certain amount of work, without accounting for safety staffing. For example, during a day, there are 1000 calls with an AHT of 4 minutes. Then the net workload is 4000 minutes. | |
NoiseInformal statistical term meaning unexplained variability (as in Poisson noise). | |