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Glossary:Split Interaction Volume

In Workforce Management (WFM), a division of the interaction volume forecast for a multi-site activity among the single-site activities that make up the multi-site activity. If several single-site activities are open, WFM splits the volume by using the ratio of the number of agents who are available to work each single-site activity, as determined by their skill sets—either multi-skilled or single-skilled—and their availability at a given timestep. You lose coverage for the predicted interaction volume if none of the single-site activities is open during a particular timestep, when the multi-site activity is open and has a forecasted interaction volume.


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This page was last modified on January 7, 2014, at 08:03.