Glossary
WFM Glossary
Workforce Management Terminologies, definitions, formulas and Erlang calculators!
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
P |
|---|
PABXPrivate Automatic Branch eXchange, the telephone switch local to the company. | |
PatienceThe amount of time a customer is willing to wait before abandoning the queue. | |
PlanningThe organizational process of creating and maintaining a plan. | |
PoissonFrench 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 DialerFunctionality of an ACD that allows outbound calls to be automatically initiated, anticipating future availability of agents. | |
ProductivityThe 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. | |