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WFM Glossary


Workforce Management Terminologies, definitions, formulas and Erlang calculators!

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Browse the glossary using this index

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F

FCFS

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



FCR

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.

Forecasting

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