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Skillset variables in the Erlang formula

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  • #11828
    Aaron Brown

    Does the formula take into account
    a multiple number of skillsets inbound?

    For example, we have 16 different inbound 800 numbers that are handled by the same group of call center agents.

    Will this fact throw off the formula’s accuracy?


    Michael Tanner

    If you just have multiple inbound numbers all going to the same group of agents, then just add together the call rates, and take a weighted average of the call durations, and you can apply Erlang-C ok.

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