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Call Centre Calculator

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  • #32680 Reply
    Richard Allison
    Guest

    Is there any chance of me finding out the mechanics behind the call centre calculator on this site, like the specific formulas?

    I need to build a more robust model in excel with more assumptions (on breaks, sickness etc) which can also calculate the number of agents if call volumes increased by 10, 20 or 30% or if the duration of call increased etc, ideally at the touch of a button.

    If the calculator is copyright I will just have to do it the hard way… Can anyone help?

    #32681 Reply
    Westbay Engineers Ltd.
    Guest

    Have a look at:

    http://www.erlang.com/calldesign.html

    This page describes process which the calculator uses, and was written before the Call Center Calculator was published on this site.

    The actual coding is copyright. However, we do offer an add-in for Excel for 80 US Dollars, which might help you. For more information, please go to:

    http://www.erlang.com/excel.html

    If you need any more info, please send an email to our technical support team (support@erlang.com).

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