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WFM Glossary


WFM cycleWorkforce Management definitions and formulas

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Calculators Gerkoole.com click here


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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.