WFM Glossary
Workforce Management Terminologies, definitions, formulas and Erlang calculators!
Erlang Calculator click here
Two-Skill Calculator click here
Calculators Gerkoole.com click here
Browse the glossary using this index
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GeneralistAn agent who has all skills and/or can handle all types of calls. | |
Gross WorkforceMeasure of the workforce, which is equal to net workforce plus shrinkage. | |
Gross WorkloadMeasure of the workload, which is equal to net workload plus safety staffing. Equal to net workforce. | |