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Joined: Aug 2005
Posts: 908
Member
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Member
Joined: Aug 2005
Posts: 908 |
If you're speaking of the "Agents Required" statistic, forget it. We've stopped using that function because it is completely unreliable. Inter-Tel refuses to accept there is anything wrong with the calculations.
The forecasting uses a number of figures to determine if a call center is staffed correctly. Calls In, Calls Answered, Ring Time, Full Time Employees (FTE) and the Erlang equation. At any time, I can run this report and get wild results. My favorite is an SLA of zero, yet CCS claims the SLA could have been met with fewer agents than were already logged in.
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