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WFM Glossary


WFM cycleWorkforce Management definitions and formulas

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N

Net Workforce

Equal to the Gross Workload

Remember: When we talk about workload, we mean the actual work that is offered. When we talk about workforce, we mean the capacity to handle the workload that has been offered.


Net Workload

The number of agent hours needed to handle all incoming calls.

\( Contact Volume \times AHT \)

Remember: When we talk about workload, we mean the actual work that is offered. When we talk about workforce, we mean the capacity to handle the workload that has been offered.


Noise

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