Don't have an account? Sign up!
Erlang Calculator click here
Two-Skill Calculator click here
Calculators Gerkoole.com click here
W |
---|
Waiting Time | |
Weighted MeanThe weighted mean is similar to the general mean, except that some points contribute more to the mean than some others. Mathematically if we have a set of points an and a set of weights wn that belong to the points, then the weighted average is equal to WAV=∑ni=1aiwiwi=a1w1+a2w2+⋯+anwnw1+w2+⋯+wn for example, if we have two sets of points, 1 2 with weight 1 and 3 4 5 with weight 2, then the weighted average of all points is equal to 1×1+2×1+3×2+4×2+5×21+1+2+2+2=1+2+6+8+101+1+2+2+2=278=3.375 In excel there are two ways to calculate the weighted average. say we have the values in column A and the weights in column B. In the first method we set the product of A and B in column C. Then, the weighted average is given by WAV = SUM(C:C)/SUM(B:B) The second method uses the sumproduct function. This method doesn't require an additional column to be used. WAV = SUMPRODUCT(A:A,B:B)/SUM(B:B) | |
WFMWorkforce Management consists of all activities from forecasting and planning to online control that have to do with the employment of agents in call center. | |
WFM ToolA computer tool that assists planners with their WFM tasks. It minimally consists of forecasting, Erlang C, and agent scheduling modules. | |
WFOWorkforce Optimization includes WFM, call monitoring and agent performance management. | |
WorkforceThe amount of available or required agent time when used in capacity calculations. Can be the net or gross workforce. Should match the workload. | |
WorkloadThe amount of work on incoming call volume during a certain amount of time, usually measured in minutes. Can be measured without safety staffing (net workload) or with safety staffing (gross workload). Not to be confused with offered load. | |
Wrap-up TimeTime after the end of a call that the agent spends on the call. Consist usually of entering call-related data in a computer system. | |
If you have any questions about our products and services, please contact us via contact@ccmath.com or give us a call +31(0)20 26 12 523.
We will try to get back to your question between Monday and Friday, from 09:00 - 18:00 CET.
This website is in development. If you find any bugs, please contact the developers.
WFM-Academy is a product of CCmath B.V.
CCmath B.V.
Rembrandtweg 665
1181 GV Amstelveen, Netherlands
KvK/CoC: 34231454
BTW/VAT nr: NL819065.286.B01
General Terms and Conditions
Privacy Policy
Cookie Policy
© 2025 CCmath. All Rights Reserved.