To perform a calculation, click with the cursor on the radio button representing the unknown quantity which is to be determined. This action will cause some data fields to change in appearance. Those fields which turn white require an entry. The grey fields are used to display results.
These are the edit boxes associated with Average delay of all calls and Percentage of calls answered. In fact, it is only necessary to enter the values into the edit boxes in one line of the bottom section.
For example, to work out the number of agents required for a given number and duration of calls, you could specify your performance requirements in one of the following ways:
|•||entering an acceptable average delay which may be experienced by all calls|
|•||entering a percentage and a delay figure indicating that a certain percentage of calls must be presented to an agent by a given time.|
To start the calculation, press the Calculate button. After a short time, the unknown figures will be displayed in the relevant edit boxes.
There is a minimum number of agents which MUST be provided in order to avoid an ever increasing queue length. If you make a calculation having entered a value lower than this minimum, you will see an error message.