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Erlang C formula

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  • #32344 Reply
    Philippe Abasq

    I’d like to calculate via Excel a theorical number of agents from many results:

    average call duration, average wrap-up duration and call answering target (% and duration), number of received calls.

    Do I need to include the pause time?

    Best regards

    #32345 Reply
    Jim Keane

    I think by pause time, you mean the average time that an agent is unavailable after a call has finished, perhaps because an order is being entered on a system. If that’s what you mean, then you need to include this figure with average call duration as it is included in the time which the agent is occupied.

    Jim Keane.

    #32346 Reply
    Philippe Abasq

    Thank you for your answer,

    Actually the meaning of the pause time is the time the agent is unavailable after the after-call-work, for a rest purpose.

    Should I include this time for the calculation of a theorical agent number ?

    Philippe Abasq.

    #32347 Reply
    Romeo Yacap

    You should include it in your calculation as it will affect the resulting number of agents in whatever service level you are designing the system on.

    #32348 Reply

    what is the difference between MHT & ACD

Viewing 5 posts - 1 through 5 (of 5 total)
Reply To: Erlang C formula
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