CCXLDuration()

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