Interview Query

Call Center Resource Management

Have you seen this question before?

Let’s say you work at a company that manages call centers.

Your team wants to build a model to allocate the correct number of agents at any given time to a certain client that has customers that need support.

What kind of model would be best for this situation? What metrics would you check that the model is producing the correct values?

Hint: Is it better to over-allocate or under-allocate? How would you determine which one you’d rather have?

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