Hi Cameron,
I read your previous reponse on how to calculate staffing requirements based on the predicted number of calls, duration etc. for each interval which the day is broken up in to. However if this is done as typical for every half an hour, does this take into account overflow calls that would arrive in one interval and would still be handled in the next interval? Is this an issue with using Erlang C or possibly even if Simulation were used by looking at half hour intervals by themselves? What can be done about this to make sure we don’t undersize resources?