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ErlCCalls()

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This function estimates how many calls a call center can handle in one hour with a given number of agents.

 

 

Format

 

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

 

       =ErlCCalls (Agents , Duration , Percentage, Answered in)
       =ErlCCalls (Agents , Duration , ASA)

 

 

Result

 

A positive integer or zero.

 

 

Arguments

 

Format 1, where four arguments are provided:

 

Name

Description

Units

Limits

Agents

The number of agents answering inbound calls

(Unitless)

Between 0 and 10000

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

Agents

The number of agents answering inbound calls

(Unitless)

Between 0 and 10000

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 incoming calls a call center of 115 agents can handle in one hour if the average call duration is 250 seconds and if 80% of calls must be answered within 20 seconds, use:

 

=ErlCCalls(115,250,80,20)

 

The answer should be 1547

 

To estimate how many incoming calls a call center of 115 agents can handle in one hour if the average call duration is 250 seconds and, on average, calls should be answered within 30 seconds, use:

 

=ErlCCalls(115,250,30)

 

The answer should be 1588