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Glossary:Single-Skill Equivalent

A Workforce Management (WFM) calculation of the number of agents that is required to handle the forecasted workload, based on the assumption that each agent has only one skill. Because multi-skilled agents are more efficient than single-skilled agents, WFM factors in an efficiency constant in order to accurately reflect the equivalence between the single-skill equivalent and the actual agents who are being scheduled.
See also Multi-Skilled Equivalent.


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This page was last modified on January 7, 2014, at 08:02.