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Glossary:Multi-Skilled Equivalent

Also known as an MSE. A Workforce Management (WFM) calculation of the number of agents that are required to handle the forecasted workload, which includes and accounts for agents who have multiple skills. An agent can be scheduled to work only part of a time interval, and only a fraction of the time period during which he or she works is counted—and the value for staffing is expressed as a fraction.


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This page was last modified on January 7, 2014, at 07:44.