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Reply To: Grade of Service

#33162
Rommel
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As Erlang C is generally the accepted model for traffic analysis on a call center. Since the blocked call disposition is delayed and not held or cleared, blocking is not a factor.
service time or delay would depend on your business model…30seconds to 90 seconds Avg. Speed to Answer (ASA) is what I have used in the past but then again I have had call centers that strive for 7-10 second ASAs.