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I work in a Multi ACD, Multi Call Center Environment. We have composite data (# of calls, AVG. Handle time, etc..) for an eight hour day.
Is anyone aware of a calculator that allows an entire days or even months composite data to be entered to project the peek number of agents needed?
Try a software that is very famous for its workforce planning: Blue pumpkin is the name.
about 100K$ is the price.
You will need to integrate it with the ACD data.
Good luck
Blue Pumpkin is a great tool for Call Centres. The forecasting on works really well. I would look into it.
We are looking to add Blue Pumpkin software but I was looking for a short term solution until the software is in place.
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