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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 |
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## 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 \(a_n\) and a set of weights \(w_n\) that belong to the points, then the weighted average is equal to \( WAV=\sum_{i=1}^{n}\frac{a_iw_i}{w_i} = \frac{a_1w_1 + a_2w_2 + \cdots + a_nw_n}{w_1+w_2+\cdots+w_n} \) 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 \( \frac{1 \times 1+2 \times1+3 \times2+ 4 \times2+5 \times2}{1+1+2+2+2}=\frac{1+2+6+8+10}{1+1+2+2+2}=\frac{27}{8}=3.375 \) 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. | |

## Workforce- The amount of hours that is required to handle offered or predicted workload. Because of the need for a safety margin, dictated by theory of variability, more workforce hours are needed than the amount of workload hours.
- Net Workforce: the amount of hours required to handle the amount of workload given a certain safety margin
- Gross Workforce: the total amount of hours that needs to be paid for.
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## WorkloadWorkload is defined as the amount of work in hours. Workload is usually calculated by the following formula: \( Workload = Contact Volume \times Average Handling Time \) Obviously the amount of offered and handled workload can differ over the same interval. | |

## 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. | |