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WFM Glossary

Workforce Management Terminologies, definitions, formulas and Erlang calculators!

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Private Automatic Branch eXchange, the telephone switch local to the company.


The amount of time a customer is willing to wait before abandoning the queue.


The organizational process of creating and maintaining a plan.


French mathematician (1781-1840) who discovered the Poisson distribution which mathematically describes arrivals to a call center. Also used as Poisson process, focusing on the times of arrivals, and Poisson noise, focusing on the error with respect to the forecast.

Predictive Dialer

Functionality of an ACD that allows outbound calls to be automatically initiated, anticipating future availability of agents.


The time that an agent is available for handling calls divided by the total time that the agent is paid. It can be calculated by; gross workload / gross workforce, or net workforce / gross workforce. Not to be confused with utilization or occupancy.