For Lin (12th May 2000)
Not sure if you use Dynamic Call me or Call Back? Which Dialer do you use?
If Web CB then –
You need to run a trail as Outbound only – essentially Callbacks generated by ‘hits’ to your call me Web button.
The Volumes will indicate an Inbound increase, once its Dynamic, use a normal INB FTE calculation.
If inbound resource is a problem then configure more of your OB agents over to Blend.
If you haven’t a Dedicated Inbound Group then Blended agent won’t answer the problem, the WEB calls will only impact on your existing OB targets.
Regards AM