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Glossary

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

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 plus shrinkage.

Gross Workload

Measure of the workload, which is equal to net workload plus safety staffing. Equal to net workforce.