WFM Glossary

Publisher

NICE

URL

https://help.nice-incontact.com/content/workforcemanagement/glossarywfm.htm

Published

unknown

Updated

unknown

Accessed

2026-09-25

HTTP status

200

License

NICE copyright; no-redistribution; short excerpts and locators only

Source notes citing this source

• NICE's glossary works an example of 1,200 calls per hour at a 5-minute AHT, giving 6,000 minutes or 100 erlangs of workload, with Erlang C baseline staffing of about 110 agents; the example states no service level target. in context
• 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. in context
• NICE CXone WFM defines occupancy as the percentage of logged-in available time that agents spend handling customer interactions. in context

Cite this source record

APA

WarmTransfer. (2026, September 25). WFM Glossary. WarmTransfer. https://warmtransfer.net/knowledge/sources/nice-cxone-wfm-glossary

BibTeX

@misc{warmtransfer-nice-cxone-wfm-glossary,
  title  = {WFM Glossary},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/nice-cxone-wfm-glossary},
  note   = {NICE, accessed 2026-09-25}
}