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.
For More Information
Nothing links to this glossary term - yet!
To comment on a term, or suggest a new term, send a quick email to the Glossary Team