handled rate

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handled rate
I am looking at an alternative way to forecast handled rate. We currently forecast to a 80/20 metric and take the historical relationship between this and handled rate to forecast future handled rate. Is there anything more scientific we can use

Within the following...
Within the following article are a couple of techniques that will help you determine whether or not you should move away from the traditional 80/20 standard:

https://www.callcentrehelper.com/contact-centre-service-level-standards-144586.htm

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