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WFM Glossary

WFM cycleWorkforce Management definitions and formulas

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A dimensionless unit of load.

For example, if we have a forecasted rate of 4/min and an AHT of 3 minutes, then the load is 4 x 3 = 12 Erlang.


A safety staffing model that takes fluctuations in the number of arrivals and handling times into account.


A safety staffing model that, in addition to the Erlang C model, takes abandonments and retrials into account.