CCXLCalls()

This function estimates the number of calls that an inbound call centre can handle in one hour.

Format

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

•	=CCXLCalls (Agents , Duration , Percentage, Answered in)

•	=CCXLCalls (Agents , Duration , ASA)

Result

A positive integer or zero. The result must be less than or equal to 10000, otherwise the function will return the #NUM! error value.

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