model support volume against people, covering interval-level contact forecasts, staffing requirements against a stated service target, shrinkage and occupancy with what each includes, coverage gaps by interval, language, skill, and product rather than a single headcount, the skill matrix that makes
model support volume against people, covering interval-level contact forecasts, staffing requirements against a stated service target, shrinkage and occupancy with what each includes, coverage gaps by interval, language, skill, and product rather than a single headcount, the skill matrix that makes routing viable, follow-the-sun and out-of-hours cover against contractual calendars, and the on-call
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