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Service Desk Scheduling: Hi Guys,In my previous job, a Workforce Management Team used to handle the scheduling for my group. I just gave them the daily call/email arrival patterns, AHT, SLA targets, # of agents on board, and other shrinkage attributes. Then, they will just provide me the monthly schedule based on the...; Tags: Recruitment & Selection, Workforce management, PRODUCTIVITY, IT Services, ericdls@..., service desk, tool; Discussion threads 2007-11-18

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