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Because almost 60–80% of the total costs for operating a contact centre involve wage and benefit expenses for personnel, determining the optimal number of agents available is of great importance in call centre management. In modern call centres, working hours are divided into planning intervals with identical lengths. Each planning interval is typically assumed to be a homogeneous Poisson process...
Set the date range to filter the displayed results. You can set a starting date, ending date or both. You can enter the dates manually or choose them from the calendar.