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## WFM Glossary

#### Workforce Management definitions and formulas

Browse the glossary using this index

A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | ALL

### A

#### Abandoned Call

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

#### ACD

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.

#### AE

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

#### Agent

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

#### AHT

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

$$AHT= Ringtime + Talktime + Holdtime + Transfertime + Wrapuptime$$

#### Algorithm

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

#### Analytics

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

#### ANI

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.

#### ASA

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

#### AWT

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).