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WFM Glossary

Workforce Management Terminologies, definitions, formulas and Erlang calculators!

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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.


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 of the arrival rate is 4/min and the AHT is 3 minutes, then the load is 4 * 3 = 12 Erlang.


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