Interesting idea.
Have you tried to approach ACD manufactures directly? They might be interested in the results of your work.
Specifically to the subject, what is the proposed usage? To be effective and practical, the staffing model should use long-term data; there are many pitfalls in using too small a time window to calculate staffing. On the other hand, if looking at long-range data (assuming the ACD stores it), the appeal of a direct interface is probably smaller.
Nevertheless, if the proposed approach uses method other than Erlang, there may be benefits to trending long-term data in a way that overcomes some of the inherent limitations in the Erlang model.
Id be interested in learning more about your work may be able to help you in finding ACD data fro help desk and/or from ACD manufacturers. If you are interested, please contact me at
jbarkai@DiagnosticStrategies.com.
Joe