WFM Glossary
Workforce Management Terminologies, definitions, formulas and Erlang calculators!
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Browse the glossary using this index
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FCFSFirst Come First Served, refers to the orders in which queued calls are served: in the order of arrival. | |
FCRFirst 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 | |