Service Level This topic has 5 replies, 1 voice, and was last updated 20 years ago by Abdulhameed. Viewing 6 posts - 1 through 6 (of 6 total) Author Posts 12th August 2002 at 09:39 #34590 SatsGuest What is the standard calculation for the service level in the ACD group ? 16th August 2002 at 08:39 #34591 Tai, Nguyen TanGuest I am very interested in erlang, erlang B; Especially for establishing a call center. 21st August 2002 at 09:36 #34592 HieuHaGuest Hi Tai! The first U should study Queuing theory Regards 14th September 2002 at 18:12 #34593 SATSGuest 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 MuzammilGuest 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 AbdulhameedGuest Hi, i just want to know what are the bais to calculate the shrinkaage factor? Author Posts Viewing 6 posts - 1 through 6 (of 6 total) The forum ‘Telecom Design’ is closed to new topics and replies.