Overview
Traditional Erlang C forecasting struggles to accurately model skills-based routing because it assumes agents have a single skill and serves contacts in a simple queue. As a result, many workforce management solutions resort to basic percentage allocations for multi-skilled agents — an approach that often overestimates staffing requirements and increases operational cost unnecessarily.
In this white paper, we explain why Erlang C alone isn’t sufficient for skills environments and introduce the Multi-skill Efficiency Algorithm — a more sophisticated method that accounts for multi-skilled agent behavior and complex routing logic, producing more accurate staffing forecasts and improved efficiency.Explore this white paper to understand how the algorithm adjusts traditional models to reflect real-world skills-based routing and deliver better insights for workforce planning.
