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WFM Glossary


WFM cycleWorkforce Management definitions and formulas

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P

PABX

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

Patience

The average amount of time customers are willing to wait before abandoning the queue.

Planning

The organizational process of creating and maintaining a plan.

Predictive Dialer

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