User talk:Eric Cartmann

Eric:

Thanks you for your comments.

I'll make some edits that further acknowledge that the criticisms are not widely acknowledged.

Note that concensus and discovery are often not on the same side of fact. Hary Markopolis spent years lobbying the SCC to point out that Bernie Madoff was running a Ponzie Scheme. The SCC ignored it as a minority opinion. Bernie Madoff ran a 20 Year ponzie Scheme until he was turned in by his sons.

Planners have been using the Answered plus Abandoned method for over 30 years. Prior to that, telecommuncations data was strictly limited to answered calls.

Prior to Erlang's use of Queueing theory, the banking industry prepared forecasts using the count of transactions that tellers completed (not the number fo customers arriving in the queue.

So from the very beginning of Queuing theory practice, the call counting rate has been explicitly tied to the historical tranction processing capacity.

As prevalent and established as the method may be, it drives an obvious paradox. If calls can only be counted at the rate they are answered (plus a little bit) then forecasts are tied explicitly to the average historical call handeling rate. That's very problematic for growing call centers and its a driving force between long wait times in the Airline, cellular, ISP other growth industries.

WFM vendors who do not have an alternative to Answered Plus Abandoned forecasting will be slow to change/acknowledge the problem. The same is true of planners who have used the method for decades.

While change will be slow, change is good when the old methods really don't wok and only present the illusion of working.

I'll research the wikipedia link policy and make changes to the focus of the content.