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WFM Glossary


WFM cycleWorkforce Management definitions and formulas

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Browse the glossary using this index

A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | ALL

G

Generalist

An agent who has all skills and/or can handle all types of calls.

Gross Workforce

Measure of the workforce, which is equal to:

\( Net Workforce + Shrinkage \)

Remember: When we talk about workload, we mean the actual work that is offered. When we talk about workforce, we mean the capacity to handle the workload that has been offered.


Gross Workload

The net workload plus a safety:

\(Contact Volume \times AHT + Safety Staff\)

Remember: When we talk about workload, we mean the actual work that is offered. When we talk about workforce, we mean the capacity to handle the workload that has been offered.