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WFM Glossary

WFM cycleWorkforce Management definitions and formulas

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Abandoned Call

A call that is interrupted by the customer that initiated the call before contact with an agent was made. See also redial.


Automatic 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.


Average Excess, alternative service level definition, defined as the average time calls wait beyond the AWT.


An employee who works in a Call Center, also called (Call Center) representative ('rep'), or CSR (customers sales representative).


Average Handling Time:
  1. The average handle time that is needed to handle 1 quantity of work, usually a call, an email or a chat.
  2. Handling Time and Average Handling Time are two different concepts
  3. The AHT for calls is often calculated over the following PABX metrics

\(AHT= Ringtime + Talktime + Holdtime + Transfertime + Wrapuptime\)


A step-by-step method to solve a certain, often computational, problem.


Also known as business analytics, a fact-based approach to business process and product improvement using advanced mathematics and ICT.


Automatic Number Identification, a technique used to identify customers by their telephone number. Used in combination with CTI to show right away customer information on the agent's computer screen.


Average Speed of Answer, the average time a call waits before speaking to an agent.


Acceptable 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).