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WFM

This topic contains 1 reply, has 0 voices, and was last updated by  Krishnam Raju 5 years, 6 months ago.

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  • #18836 Reply

    Lysha

    What is the meaning of Gating & FLA in reference to call center workforce management
    The context is a job description which says – gating / un-gating FLA’s based on the skills

    #18837 Reply

    Krishnam Raju

    FLA are front line agents.
    Gating (although is vaguely used), refers to skilling and de-skilling agents from a particular skill/line.

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