Methods for long-range contact center staff planning utilizing discrete event simulation
作者： Edward Hamilton , Jason Fama , Krithika Seetharaman
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摘要: Systems and methods for long-range simulation are provided. A representative method includes: defining at least one resource description, wherein a description comprises group of resources that have similar characteristics, specifying the including capability performance measure; work load; criteria to be satisfied by staffing plan; calculating an effect applying load using discrete event based simulation, calculated includes measure load.
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