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
L |
|---|
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. | |