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ErlCAgents()

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This function estimates the number of call centre agents are required in an hour to meet service level targets.

 

 

Format

 

There are two formats for this function depending on the format of the supplied service level target:

 

       =ErlCAgents (Calls , Duration , Percentage, Answered in)
       =ErlCAgents (Calls , Duration , ASA)

 

 

Result

 

A positive integer or zero.

 

 

Arguments

 

Format 1, where four arguments are provided:

 

Name

Description

Units

Limits

Calls

The number of calls received in one hour

(Unitless)

Between 0 and 300000

Duration

The average length of the calls after they have been answered

Seconds

Between 1 and 3600

Percentage

The proportion of calls that must be answered within a target time

(Unitless)

Between 0.02 and 0.99 &

Between 2 and 99

Answered in

The target time within which that percentage of calls must be answered

Seconds

Between 3 and 3600

 

Format 2, where three arguments are provided:

 

Name

Description

Units

Limits

Calls

The number of calls received in one hour

(Unitless)

Between 0 and 300000

Duration

The average length of the calls after they have been answered

Seconds

Between 1 and 3600

ASA

The average delay experienced by callers before their calls are presented to an agent.

Seconds

Between 3 and 1800

 

 

Example

 

To estimate how many agents are required during an hour, if 1050 calls of an average duration of 250 seconds are received during that hour, and 80% of calls must be answered within 20 seconds, use:

 

=ErlCAgents(1050,250,80,20)

 

The answer should be 80

 

 

To estimate how many agents are required during an hour, if 1050 calls of an average duration of 250 seconds are received during that hour and, on average, calls should be answered within 30 seconds, use:

 

=ErlCAgents(1050,250,30)

 

The answer should be 78