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Before
you start you need to know:
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How many asynchronous messages
(e.g. digital messages) that require agent input you expect to receive in a
day.
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The average agent work time. This value
is the average time you expect an agent to spend responding to a message
including time spent updating records.
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Your operational hours. How many hours
agents deliver service each day.
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Select appropriate parameters
on the Calculate agents tab
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