This function estimates the average duration of inbound calls that a call centre call handle and remain within specified performance targets.
Format
There are two formats for this function depending on the format of the supplied service level target:
• | =CCXLDuration (Agents , Calls , Percentage, Answered in) |
• | =CCXLDuration (Agents , Calls , ASA) |
Result
A positive integer or zero. The result must be less than or equal to 7200, 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 and more than the minimum agents required for stability. |
Calls |
The number of calls received in one hour |
(Unitless) |
Between 0 and 300000 |
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 and more than the minimum agents required for stability. |
Calls |
The number of calls received in one hour |
(Unitless) |
Between 0 and 300000 |
ASA |
The average delay experienced by callers before their calls are presented to an agent. |
Seconds |
Between 3 and 1800 |