NICE CXone WFM defines baseline staffing as the minimum number of agents needed for expected workload under normal conditions, before shrinkage, variability or unexpected events are taken into account; required staffing is baseline plus shrinkage adjustments.
Checked 2026-09-25
- Vendor
- NICE
- Product
- CXone WFM
- Subsystem
- workforce management
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-25
- Checked
- 2026-09-25
Sources
- WFM Glossary — NICE · tier 2 current vendor documentation · WFM Glossary > Baseline Staffing
Cite this note
APA
WarmTransfer. (2026, September 25). Erlang B and Erlang C for voice and contact center sizing: source note erlang-traffic-engineering-nice-baseline-staffing. WarmTransfer. https://warmtransfer.net/knowledge/claims/erlang-traffic-engineering-nice-baseline-staffing
BibTeX
@misc{warmtransfer-claim-erlang-traffic-engineering-nice-baseline-staffing,
title = {Erlang B and Erlang C for voice and contact center sizing: source note erlang-traffic-engineering-nice-baseline-staffing},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/erlang-traffic-engineering-nice-baseline-staffing},
note = {Source note erlang-traffic-engineering-nice-baseline-staffing, checked 2026-09-25}
}