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WFM Glossary

Workforce Management Terminologies, definitions, formulas and Erlang calculators!

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First Come First Served, refers to the orders in which queued calls are served: in the order of arrival.


First Call Resolution applies when a call is handled right the first time, not necessitating a second call. The FCR rate is the fraction of first calls for which this is the case. See also reconnect.


The prediction of (exogenous) variables such as call volume, AHT and patience.