Global searching is not enabled.
Skip to main content

WFM Glossary


WFM cycleWorkforce Management definitions and formulas

Erlang Calculator click here

Two-Skill Calculator click here

Calculators Gerkoole.com click here


Browse the glossary using this index

A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | ALL

O

Occupancy

The time that an agent is handling calls (talktime plus wrap-up), divided by the total time that the agent is available for handling calls. Utilization and productivity are nowadays often used as synonyms.

OR

Operations Research, the science that uses mathematical models to improve business operations. Also known as Management Science, therefore sometimes called OR/MS. See also www.informs.org.

Order of Operations

When we speak about operations mathematically, it means things like add, subtract, multiply, divide, squaring, etc. Remember: If it isn't a number it is probably an operation.


When you see something like ...

7 + (6 × 52 + 3)

... what part should you calculate first? 

Start at the left and go to the right? 

Or go from right to left?

Warning: Calculate them in the wrong order, and you will get a wrong answer !

So, long ago people agreed to follow rules when doing calculations, and they are:
Do things in Parentheses First. Example:
yes 6 × (5 + 3)=6 × 8=
48
 
no 6 × (5 + 3)=30 + 3=
33
(wrong)
Exponents (Powers, Roots) before Multiply, Divide, Add or Subtract. Example:
yes 5 × 22=5 × 4=
20
 
no 5 × 22=102=
100
(wrong)
Multiply or Divide before you Add or Subtract. Example:
yes 2 + 5 × 3=2 + 15=
17
 
no 2 + 5 × 3=7 × 3=
21
(wrong)
Otherwise just go left to right. Example:
yes 30 ÷ 5 × 3=6 × 3=
18
 
no 30 ÷ 5 × 3=30 ÷ 15=
2
(wrong)
How Do I Remember It All ... ? PEMDAS !
P
Parentheses first
E
Exponents (ie Powers and Square Roots, etc.)
MD
Multiplication and Division (left-to-right)
AS
Addition and Subtraction (left-to-right)

source: mathisfun.com