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WFM Glossary


WFM cycleWorkforce Management definitions and formulas

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R

Real-Time Performance Management

See RTPM


Reconnect

The fact that a caller, after having been served, calls back after some time for the same service. See also FCR.

Redial

The fact that a caller, after having abandoned or being blocked, calls back after some time for the same service. See also abandonment.

Retrial

The fact that a caller, after having been served or not, calls back for the same service. Comprises of redials and reconnects.

RTPM

Real-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.