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WFM Glossary

Workforce Management Terminologies, definitions, formulas and Erlang calculators!

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The mean (or average) of a series of numbers of length n is defined as the sum of the numbers in the series divided by n. In formula form this is shown as follows:

\( AV = \frac{1}{n} \sum_{i=1}^{n} a_i = \frac{1}{n}(a_1+a_2+a_3+\cdots+a_n) \)

For example: if our series of numbers is 1 2 3 4 5, then the mean is equal to \( \frac{1}{5} \times (1+2+3+4+5) = \frac{1}{5} \times 15 = 3 \).

The excel function for the mean is AVERAGE()


Quantitative measures, commonly used for assessing, comparing, and tracking performance of a system. In contact center, a group of metrics is often displayed in a dashboard for analysis and decision supporting. For example, Handling time, Occupancy, Shrinkage, Longest Idle Agent, etc.


Used throughout the fellowship course as mathematical model, a description in mathematics terms of part of a system, that allows an analysis of certain aspects of that system. For example, a simulation model.