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WFM Glossary


WFM cycleWorkforce Management definitions and formulas

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

L

LIA

Longest 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

Amount of work offered to the system, defined by the product of the forecast and the AHT, measured in Erlang.

For example: If the forecast is 4/min and the AHT is 3 minutes, then the load is 4 x 3 = 12 Erlang.

LWC

Longest waiting call, a call selection rule used in multi-skill call centers.

All Trainings and Courses

Forecasting Training
Capacity Training
Intra-Day Training
Excel for WFM
WFM Overview
Theory of Variability
Call Arrival Processes
Single-Skill System
Multi-Skills Systems
Multi-Channels Systems
Customer and Agent Behavior
Forecasting Overview
Forecasting Objectives
Trend Models

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