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Skills Based Routing/Forecasting

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    Chris Linden


    I am looking for experiences people have encountered with implementing Skills Based Routing into their call centres – in particular around the Capacity Forecasting. I am aware of the issues around using an Erlang-C based formula to calculate requirements and wouls be interested to hear the approach other companies took.

    Any insight into the potential issue surrounding SBR would be appreciated

    #16608 Reply

    as you know, Erlang has a tendency to over staff, I have used a bit software that uses ‘pooling principle’

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Reply To: Skills Based Routing/Forecasting
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