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Agent groups vs. 1 Multiskill group

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    Carpex
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    Hi, i am simulating a CC with a computer model, trying to investigate differences between having just 1 multiskill agent group, instead of 11 diferent groups (divided by call types). The objective of the model is to find an equilibrium point between both structures.

    It is already known which structure applies better? Are any significative advantages of one sistem against the other? How do you calculate the CC Service Level when you have 11 SL at the same time (one for each group)?

    Hope you can help me!

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