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Calculating the results

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The results of each interval's calculations are shown in the final six columns of the Daily Calls Table.  These are Agents, Calls, ASA, Avge Q, Occup, All busy and Lines.  The Call Answering Service Targets and Trunk Blocking Service Targets are used to calculate these results, and they can be set for the current project using the Project Properties Dialogue Box.

 

Depending on whether the call volumes or agent numbers were entered, the colour of those two fields will change.  A yellow cell indicates a value that was entered and a blue cell indicated a value that was calculated.

 

If Auto analysis is enabled, the results will be displayed in the table as soon as the return key is pressed after a call volume is entered.  If Auto analysis is not enabled, then all calculations for the current day can be made by selecting the Intervals | Calculate Whole Day command on the main menu.

 

The results columns have the following meanings:

 

Agents

 

This column shows the number of agents required to answer calls during the time period in question, if the Call Answering Service Level Target specified in the Project Properties Dialogue Box is to be met.  This value is only calculated if its cell colour is blue.

 

Calls

 

This column shows the number of incoming calls that can be handled by a given number of agents during the period in question, if the Call Answering Service Level Target specified in the Project Properties Dialogue Box is to be met.  This value is only calculated if its cell colour is blue.

 

ASA (Average speed to answer)

 

This column shows the average delay, in seconds, which will be experienced by all incoming callers.

 

Avge Q (Average queue length)

 

This is the average number of calls that are queued and waiting to be answered.

 

Occup (Occupancy)

 

This is the percentage of time that all agents are busy handling calls or performing tasks related to inbound calls.  This can be useful in determining the spare resource that can be allocated tasks when incoming calls are not at their peak level.

 

It should be noted that the occupancy figure related to the number of available agents, and not the total number of agents.  If Agent Availability is set below 100% in the Project Properties Dialogue Box, then these occupancy figures will remain unchanged.

 

All busy

 

This is the percentage of time that all agents are busy.  When all agents are busy, incoming calls enter the queue.

 

Lines

 

This column shows the number of lines which are required into the ACD system serving the call centre, if the Trunk Blocking Service Target specified in the Project Properties Dialogue Box is to be met.  This calculation assumes that the trunk group serving the ACD is used only to carry the inbound traffic to the call centre.  In practice, the number of lines serving a call centre is not dynamic, and the lines must cater for the highest level of anticipated incoming calls.  Therefore the highest figure for the busiest interval of the busiest day must be used.

 

See also

 

Preparing the project

Manually entering call volumes

Importing call volumes

Project Properties Dialogue Box

Navigating Ansapoint

Printing the results

Displaying a chart