White Paper: WFM – Understanding the Multi-Skill Efficiency Algorithm

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This white paper provides a brief overview of how the NICE Workforce Management System solves the challenge of understanding the adjustments needed to reduce ErlangC requirements when skill-based routing is used in a contact centre.

White paper written by: NICE

Click here to download your copy of the White Paper.

Published On: 29th Jul 2019 - Last modified: 14th Apr 2020
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