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01-16-2003, 08:20 PM
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Short term absence
Hi
I curently manage a call center 100 + call handlers, one of my most challenging issues at the moment is to create an effective tool that captures trend data for short term absence. Does anyone know of a model, or one in existence I could view as a starting point. For example, an handler attempts to book leave in late Nov, however due to service levels they then report absent (sick). Any one? 
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