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Erlang C formula

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  • #32344
    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

    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.

    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.

    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.


    what is the difference between MHT & ACD

Viewing 5 posts - 1 through 5 (of 5 total)
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