WFM Glossary

Workforce Management Terminologies, definitions, formulas and Erlang calculators!

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Browse the glossary using this index

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A

Abandoned Call

A call that is canceled by the customer 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.

After Call Work

See wrap-up time

Agent

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

AHT

Average Handling Time, the time agents spend on average on a service request, usually a call, an email or a chat. The wrap-up time is also included. See also handling time.

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 being connected to an agent.

AWT

Acceptable Waiting Time, the target upper bound to the waiting time, often equal to 20 seconds, used in the definition of the SL. Also called Time to Answer (TTA) and Service Time (ST).