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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PoissonFrench mathematician (1781-1840) who discovered the Poisson distribution which mathematically describes arrivals to a call center. Also used as Poisson process, focusing on the times of arrivals, and Poisson noise, focusing on the error with respect to the forecast. | |
ProductivityThe time that an agent is available for handling calls divided by the total time that the agent is paid. It can be calculated by; gross workload / gross workforce, or net workforce / gross workforce. Not to be confused with utilization or occupancy. | |