{
  "id": "t20-l02-forecasts-are-multiskill-and-multichannel",
  "title": "Forecasts are multiskill and multichannel",
  "checked": "2026-10",
  "sources": [
    {
      "label": "Workforce management",
      "url": "https://www.five9.com/platform/insights-and-analytics/workforce-management",
      "kind": "vendor",
      "status": "ok",
      "lastChecked": "2026-10"
    },
    {
      "label": "Erlang (unit)",
      "url": "https://en.wikipedia.org/wiki/Erlang_(unit)",
      "kind": "wikipedia",
      "status": "ok",
      "lastChecked": "2026-10"
    },
    {
      "label": "The WFM page says multiple forecasting algorithms and does not name them. This lesson does not call the engine Erlang C.",
      "url": "",
      "kind": "note",
      "status": "confirm",
      "lastChecked": "2026-10"
    }
  ]
}