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
H |
|---|
Handling TimeThe time spent to handle a service request, which can be calculated over the following PABX metrics: Handling time = Ring time + Talk time + Hold time + Transfer time + Wrap-up time. See also AHT. | |