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Generally, you will want reports which will help you plan and measure your success against your plan. Typical reports show predicted versus actual results on volume, average handle time (talk time and wrap-up time) and staffing levels. Another key report is schedule adherence. You will also want to measure whether the shrinkage factors originally used to develop your schedule and forecast, such as absenteeism, unproductive time, training time and vacation time were accurate.
This was first published in December 2008

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