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Create groups in Call Center

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  • #18657
    Ambalavana
    Guest

    We are running a 160seated callcenter with multi skill agents. To improve the monitoring purpose operational team divide this into four groups (seats and agents)and WFM forecast not equally distribute among group . Example some time ‘A’group all seats allocated but ‘B’ half of them idling… the agent occupancy also halfed. Pls advice

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