- AHT
Average Handle Time
The average total time an agent spends on one contact, including talk, hold and after-call work.
Read definition - ASA
Average Speed of Answer
The mean time contacts wait in queue before being answered, including those answered instantly.
Read definition - Term
Occupancy
The share of an agent's available, logged-in time that is spent handling contacts.
Read definition - Term
Shrinkage
The percentage of paid time agents are not available to handle contacts.
Read definition - Term
Attrition
The rate at which employees leave the operation over a given period.
Read definition - Term
Service Level
The percentage of contacts answered within a stated number of seconds, such as 80% in 20 seconds.
Read definition - Term
Erlang C
The queueing formula that converts contact volume and handle time into a staffing requirement.
Read definition - FTE
Full-Time Equivalent
A unit of staffing capacity equal to one person working a standard full-time schedule.
Read definition - Term
Schedule Adherence
How closely agents follow their published schedule, minute by minute.
Read definition - Term
Utilisation
Productive time as a share of total paid time, including breaks, training and absence.
Read definition - FCR
First Contact Resolution
The share of contacts fully resolved on the first interaction, with no follow-up needed.
Read definition - WFM
Workforce Management
The discipline of getting the right number of skilled people in the right place at the right time.
Read definition - RTM
Real Time Management
Managing the current day's queues, staffing and adherence as events unfold.
Read definition - Term
Forecast Accuracy
How closely forecast volume and AHT matched what actually happened.
Read definition - Term
Skill-Based Routing
Routing each contact to an agent qualified to handle that specific contact type.
Read definition
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