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SBR

Skill(s)-based routing, the fact that different types of calls are routed to different agent groups based on the type of the call and the skills of the agents.

» WFM Glossary

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Forecasting Training
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Intra-Day Training
Excel for WFM
WFM Overview
Theory of Variability
Call Arrival Processes
Single-Skill System
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Multi-Channels Systems
Customer and Agent Behavior
Forecasting Overview
Forecasting Objectives
Trend Models

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