Really? I better read up on it and fast!!! Right now, we are using blending in some of our call centers and I was wondering if there is something a bit more robust. A call inflow and outflow prediction algorithm based on the calling list and stats for inbound calls handled so far would probably be a better fit for us.
I am surprised that calling list data is not taken into account when working in blending mode - URS should be more aware of what is going on with the outbound part of the service.
Can someone show a sample of how to use ICW?
