This usually indicates that there are not enough employees assigned to meet the predicted workload.

When the workload (the total number of seconds of work that needs to be done by the scheduled employees) exceeds the total time available to the employees, the ASA jumps to a very large number because there is no one to respond to customer interactions. The large prediction is accurate.

The cost calculation done using the Resources Information screen should be seen as an estimate to which some overhead needs to be added. The calculated costs are based on the staffing hours required, multiplied by a single hourly wage.

The result is accurate only if the contact The entire communication experience for a customer, from beginning to end. center is perfectly staffed with absolutely no overstaffing or understaffing. In the real world, of course, some overstaffing or understaffing is inevitable due to contact volume spikes and other uncontrollable variables.