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Reply To: Call Arrival Pattern

Chris Linden


Call arrival pattern does have a significant element of randomness about it and the contrbution of it to non-achievement of SLAs is likely to be greater in smaller centres.

However, accurate tracking of historical data & forecasting should enable you to predict the call arrival pattern. If you are not accurately matching your schedules to your forecast call arrival pattern, this is liable to have a greater impact on SLAs than any inherrent randomness.