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E-Mail handling

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  • #11362

    How can I calculate the number of agent required to response to e-mail with a service level of 24-hour response time ?

    Can Erlangs C table apply?

    raffy abad

    You have to consider a number of factors:
    – Number of emails per day
    – Knowledge database availability to respond to the email
    – Other contact points used by the agents
    – Automated response to email (not requiring live agents)

    There is probably no rule for such but you might want to consider other alternatives
    to support your initial rollout without jeopardizing response time to customer.

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