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Skillset variables in the Erlang formula

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  • 6th November 2001 at 18:20 #11828 Reply
    Aaron Brown
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    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?

    Thanks

    20th April 2002 at 08:36 #11829 Reply
    Michael Tanner
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    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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