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Ambalavana - 10 Dec 2009

We are running a 160seated callcenter with multi skill agents. To improve the monitoring purpose operational team divide this into four groups (seats and agents)and WFM forecast not equally distribute among group . Example some time 'A'group all seats allocated but 'B' half of them idling... the agent occupancy also halfed. Pls advice

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Last modified: 09 November 2008

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