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Service Level

Viewing 6 posts - 1 through 6 (of 6 total)
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  • #34590 Reply
    Sats
    Guest

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

    #34591 Reply
    Tai, Nguyen Tan
    Guest

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

    #34592 Reply
    HieuHa
    Guest

    Hi Tai!

    The first U should study Queuing theory

    Regards

    #34593 Reply
    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

    #34594 Reply
    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.

    #34595 Reply
    Abdulhameed
    Guest

    Hi,

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

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