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web based calls

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    I would be greatful if someone could help me with forecasting of WEB BASED calls where the users logs calls in helpline tool/IT service desk tools.

    eg: In a service desk environment when a user logs a call the call will be assigned to a particular engr and he attends the call. Its NOT A CALL CENTER but a service desk.
    Is there any way we can predict call forcasting for web based calls where engr updates through web!

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