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When using CCXLAgents is the number of agents the total number needed as a whole or is it saying how many needed minus the shrinkage. Along with that when calculating the other formulas that require an agent value should we be putting in the total agents or agents – shrinkage?
Hello Sam,
CC-Excel functions all assume in their inputs and outputs that there is no shrinkage. In other words, that all agents are available for call answering all the time.
Kind regards,
Tom H.Thank you for the clarification.
Much appreciated.
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