Staffing for Call Centers

Imagine you're part of a team at a company specializing in call center operations. Your objective is to develop a model that accurately determines the optimal number of agents needed at any time for a client whose customers require assistance. Which type of model would be most suitable for this task? What key performance indicators would you evaluate to ensure the model's accuracy? Hint: Consider the implications of having too many or too few agents. How would you decide which scenario is preferable?