Like Call volumes, AHT, SLA, required gents and available agent’s if I make any proactive changes model should be able to predict the SLA
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i am an ex scheduler who has done several previous excel documents that update with due times and sla dates depending on job type, client, location variables etc
10+ years experience in the Workforce Management field, which includes FTE forecasting, KPI tracking, process automation and all kind of data manipulation. Please let me know the details. All the best.