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WFM Glossary


WFM cycleWorkforce Management definitions and formulas

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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. Some contact centers practice LIFO -or- Last In First Out principles when handling workload in a busy period


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 and AHT