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Networked Call Centre Modelling

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    Bruce
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    Does anyone have any modelling tools that model a networked call centre where incoming calls are offered across a multi-site virtual voice call centre.

    Interested in modelling the required agent levels per centre and trunks required between centres to handle inter-site traffic given
    a) Busy hour volume of calls
    b) Service Level answer target
    c) average call handle times.

    Most models seem to be single site.

    Bruce

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Reply To: Networked Call Centre Modelling
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