Glossary
WFM Glossary
Workforce Management Terminologies, definitions, formulas and Erlang calculators!
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Browse the glossary using this index
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Real-Time Performance ManagementSee RTPM | |
ReconnectThe fact that a caller, after having been served, calls back after some time for the same service. See also FCR. | |
RedialThe fact that a caller, after having abandoned or being blocked, calls back after some time for the same service. See also abandonment. | |
RetrialThe fact that a caller, after having been served or not, calls back for the same service. Comprises of redials and reconnects. | |
RTPMReal-Time Performance Management, the activity having as goal on the day of execution to take actions as to obtain the required SL as good as possible. | |