Ansapoint is our call centre analyser for Microsoft Windows and is described at http://www.erlang.com/ansapoint.html. The third worksheet (tab) in the Example workbook has an Excel version of the Daily Calls input area of Ansapoint. It is a table in which each row represents an interval under analysis. You can enter the number of calls received during that hour in the dark green cell, and the following estimates will be displayed in the light green cells to the right:
|•||The number of agents required|
|•||The percentage of call that enter a queue because there are no agents available|
|•||An estimate of the number of lines required to handle the inbound call|
You can enter call volumes for a twenty-four hour period and, as you enter call volumes, the table will automatically expand downwards and display further results.
You can alter the input parameters for the table using the parameters area to the right. The parameters are:
|•||Average call duration in seconds|
|•||Average wrap-up time (the time after a call that an agent is unavailable to handle a further call because they are performing tasks relating to the previous call)|
|•||Agent availability, which is the percentage of time that an agent is available for answering calls|
|•||Target, specified as the percentage of calls that must be answered within the specified target time|
|•||Blocking target, which is the ratio of calls which cannot be completed because insufficient lines have provided.|
|•||Start time for the table|
|•||The analytical interval, which must be 15, 30 or 60 minutes|
A Results summary is shown below the Parameters area. This table shows the highest call volume, agent requirement and trunk requirement for the day under analysis.