WFM Glossary
Workforce Management definitions and formulas
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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 | |
AgentAn employee who works in a Call Center, also called (Call Center) representative ('rep'), or CSR (customers sales representative). | |
AHTAverage Handling Time:
\(AHT= Ringtime + Talktime + Holdtime + Transfertime + Wrapuptime\) | |
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, very often equal to 20 seconds. Also called Time to Answer (TTA) and Service Time (ST). | |