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Service Level

Viewing 6 posts - 1 through 6 (of 6 total)
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  • 12th August 2002 at 09:39 #34590
    Sats
    Guest

    What is the standard calculation for the service level in the ACD group ?

    16th August 2002 at 08:39 #34591
    Tai, Nguyen Tan
    Guest

    I am very interested in erlang, erlang B; Especially for establishing a call center.

    21st August 2002 at 09:36 #34592
    HieuHa
    Guest

    Hi Tai!

    The first U should study Queuing theory

    Regards

    14th September 2002 at 18:12 #34593
    SATS
    Guest

    Hi Sats!!

    The standard calculation of the service level on an ACD is

    Total calls answered in the treshold + short abandons divided by total calls received.

    Hope it helps,
    Andy

    14th September 2002 at 19:51 #34594
    Muzammil
    Guest

    Hi Tai,

    This link gives you a vey basic understanding of Erlang models..

    Check this out.

    http://www.angustel.ca/reports/Erlang%20B%20&%20C.PDF

    Regards,
    Muzammil.

    8th February 2003 at 17:51 #34595
    Abdulhameed
    Guest

    Hi,

    i just want to know what are the bais to calculate the shrinkaage factor?

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Viewing 6 posts - 1 through 6 (of 6 total)
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