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WFM Glossary


Workforce Management Terminologies, definitions, formulas and Erlang calculators!

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Browse the glossary using this index

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U

Utilization

The time that an agent is handling calls (talk time plus wrap-up time) divided by the total time that the agent is paid. It can be calculated by: net workload / gross workforce. Utilization = occupancy * productivity. Not to be confused with productivity or occupancy.