The Dynamic Resource Control(DRC) is designated  to help the resource management  to evaluate its resource status and productivity factors by applying the concept of optimal positive deviation based on historical data such as SLA %, average FCR and CSAT, and achievable human resources or at least the targeted value of these elements and combinations, etc. With this tool, managers can easily know if the team needs more people, how many, etc.to achieve the best SLA and average CSAT.

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