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WFM Glossary

Workforce Management Terminologies, definitions, formulas and Erlang calculators!

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Net Workforce

Equal to gross workload.

Net Workload

The amount of agent time needed to handle a certain amount of work, without accounting for safety staffing. For example, during a day, there are 1000 calls with an AHT of 4 minutes. Then the net workload is 4000 minutes.


Informal statistical term meaning unexplained variability (as in Poisson noise).