What percentage of calls will be answered within 30 seconds if 15 agents answer 250 calls per hour of 180 seconds duration?
An example calculation
• | Click with your mouse on the radio button next to the Percentage of calls fields. This indicates that this is the unknown quantity be calculated. |
• | Enter the figure 15 into the Number of agents edit box. |
• | Enter the figure 180 into the Average duration edit box. |
• | Enter the figure 250 into the Calls per hour edit box. |
• | Enter 30 into the right hand edit box of the Percentage of calls line. |
• | Press the Calculate button. |
After a short time, the figure 73 will appear in the bottom left field in the dialogue box indicating that 73% of calls will be answered within 30 seconds if the assumptions of the Erlang C traffic model are met.