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Minimum agents

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There is a minimum number of agents that MUST be available to answer inbound calls in order for a stable situation to exist. Failure to provide this minimum number of agents would create in an ever increasing call queue size and cause a high level call abandonments that cannot be analysed using the Erlang C traffic model.


If you enter an insufficient number of agents as an argument into the following functions, you will see the error value "#DIV/0!":




If you see this error, increase the number of agents provided to the function in the relevant argument. Alternatively, you can find out the minimum number of agents required for a stable call queue using the following function:


CCXLMinimumAgents( Calls , Duration )


where Calls is the number of calls offered to the agents in one hour and Duration is the average length of the calls in seconds.


See also


Error values

CC-Excel function reference