Glossary
WFM Glossary
Workforce Management Terminologies, definitions, formulas and Erlang calculators!
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LIALongest idle agent, an agent selection rule used in an ACD mechanism. The agent with the longest idle time since his/her last phone activity (after call work), will be offered the next call. | |
Load | |
LWCLongest waiting call, a call selection rule used in multi-skill call centers. | |