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- How to I specify the call answering service level
targets?
- What figure should I use for Average call
duration?
- What is the wrap-up time?
- Will Ansapoint work with 30 minute intervals?
- Are staff breaks taken into account?
- How accurate is Ansapoint?
- Does Ansapoint work with Windows Vista?
- How many calls per hour can Ansapoint handle?
- Which NT Service Packs does the software work
under?
- If I download the software on to my desktop, will I
be able to subsequently transfer the software to my laptop?
Ask us a new question
Purchasing Ansapoint
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How do I
specify service level targets?
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| Ansapoint uses the call answering service targets which you specify to
work out how many agents are required for each hour. The service level targets are a
parameters of each Ansapoint project, and can be set using the Projects | Properties
command on the main menu. The service level is specified in terms of the percentage of
calls which should be answered within a queuing time which you specify (e.g. 80% of calls
answered within 20 seconds). Boxes to enter the figures are provided in the box
which opens when you select the command on the main menu. |
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What
figure should I use for Average Duration?
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| The Average Call Duration is also specified the the dialogue box which is
displayed when the Projects | Properties command on the main menu is
invoked. The average call duration is the length of time during which calls are
actually in progress. It does not include the queuing time which a caller
experienced before the call is answered by an agent, and it does not include the wrap-up
time. |
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What is
the Wrap-up Time?
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| The wrap-up time is also specified in the Project
Properties Dialogue Box which is displayed when the Projects | Properties command
on the main menu is invoked. The wrap-up time (or wrap time) is the time an agent is
busy, and unavailable to handle another incoming call, after the previous call has been
completed. It is usually the time taken to complete the administrative tasks relating to
the previous call such as entering an order onto a computer. The figure is entered in
seconds into this box. |
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Will
Ansapoint work with 30 minute intervals?
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| Yes. When you create a project, you specify
whether you will be entering half hourly or hourly figures. Ansapoint also supports
15 minute intervals. |
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Are
staff breaks taken into account?
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| For each project, Ansapoint allows you to define a figure for
agent availability between 35% and 100% (the default is 100%). This figure can be
used to take account of staff breaks. |
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How
accurate is Ansapoint?
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| Ansapoint uses the Erlang B and Erlang C models for it's calculations. These
have been used throughout the industry for decades. They are usually very accurate, but
they do make certain assumptions about the nature of offered traffic which may not
necessarily apply in your case. For example, they assume random (Poisson) arrivals. This
is usually reasonable, but sudden peaks of calls resulting from a radio or television
advertisement are not accurately modelled. As with all analytical tools, you should
use Ansapoint with common sense. |
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Does
Ansapoint work with Windows Vista?
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| Yes. The latest version (released in March 2008) is specifically
designed for Vista, and also works on all Windows versions from Windows 95. |
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How many
calls per hour can Ansapoint handle?
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| Ansapoint can analyse call centre applications which handle up to 100,000
inbound calls per hour. The technical specification is shown below:
| Calls per hour |
3 - 100,000 |
| Call analysis interval |
15, 30 or 60 minutes |
| Agent availability |
35% - 100% |
| Days per project |
No practical limit |
| Maximum projects |
No practical limit |
| Analytical models |
Erlang B and Erlang C |
| Highest average call duration |
30 minutes |
| Highest average wrap-up time |
30 minutes |
| Call answering targets |
5 - 95% in 3 - 1800 seconds |
| Trunk blocking targets |
0.001 - 0.500 |
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Which NT
Service Packs are supported?
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| Ansapoint has been tested under Windows NT Workstation Service Packs 3
and above and works performs correctly with each of these service packs. |
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Will I be
able to install on a laptop?
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| If you purchase the software when you are using your
desktop computer, then you may transfer the installation file to your laptop computer and
install it there. However, you may not install on both computers if you are only
covered by one single user licence; you will need to buy two licences. |
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Has
this answered your question?
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| If not, then please send us an email. |
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| The full working version of Ansapoint is available for 249 US Dollars. Usually, the software can be working on your PC in
under 10 minutes!
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