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Home > Forums > Wiring Closet > Telephony > Cisco: Intelligent Contact Management (ICM) Forum

Workforce Management

Read More Threads Like This One

DancingDave (TechnicalUser)

12 Jul 05 9:54

Anyone out there using a workforce management tool with ICM and IPCC?

Any suggestions as to what we might consider? Our call centre is really small (<20 agents), so if there are any minimum thresholds on call volumes/number of agents to ensure the predictions are vaguely accurate, please let me know.

Cheers

DD

megaco (TechnicalUser)

23 Aug 05 6:09

I think as a generic rule 10 or more agents should be your guide for predictions, anything less then use power dialing.

As for specific products I am not sure.

I work for myself - my website is http://www.call.uk.net ;)

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