Workforce management · foundation · 12 min full read
The WFM page says accurate contact-volume forecasts are the base for staffing, and that you create multiskill, multichannel forecasts. The feature list names multiple forecasting algorithms, inbound, outbound, and blended environments, and what-if analysis.
The page says multiple algorithms. It does not name them. This lab will not label one of them Erlang C, and it will not invent an accuracy percent. What-if is on the list. The inputs to a what-if are not printed here.