Global searching is not enabled.

## WFM Glossary

#### Workforce Management definitions and formulas

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:

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.

$$Contact Volume \times AHT + Safety Staff$$