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Hi
I am looking for experiences people have encountered with implementing Skills Based Routing into their call centres – in particular around the Capacity Forecasting. I am aware of the issues around using an Erlang-C based formula to calculate requirements and wouls be interested to hear the approach other companies took.
Any insight into the potential issue surrounding SBR would be appreciated
as you know, Erlang has a tendency to over staff, I have used a bit software that uses ‘pooling principle’
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