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The ratios of operators, be taken into account different sub-systems are not necessary for scheduling remote speech direction changes call central
The ratios of operators, be taken into account different sub-systems are not necessary for scheduling remote speech direction changes call central
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机译:运营商的比率,要考虑到不同的子系统,对于调度远程语音方向改变呼叫中心来说是不必要的
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摘要
A method for scheduling personnel (e.g., agents) in a work environment based on personnel "skill" levels. The method facilitates true skills-based scheduling of agents in a telephone call center using a simulation tool to predict what fraction of scheduled agents from each "skill group" will be available to each "call type" during each time interval being scheduled. A feedback mechanism is used to adjust net staffing and skills usage data between iterations of a call handling simulation until a given schedule being tested through the simulator meets some acceptance criteria.
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