2nd February 2021 at 20:57
#78685
Shawn McCarty
Guest
I had always heard that above 85% occupancy was pushing agents too hard. I tend to use something lower in my staff models that builds in wiggle for peak days.
I had convinced my organization to purchase the Westbay calculator at the organizational level just to get the Erlang for Excel plug in. Does CC Excel replace that or is it a separate product?