Generic selectors
Exact matches only
Search in title
Search in content
Post Type Selectors

Skillset variables in the Erlang formula

Viewing 2 posts - 1 through 2 (of 2 total)
  • Author
    Posts
  • #11828
    Aaron Brown
    Guest

    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

    #11829
    Michael Tanner
    Guest

    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.

Viewing 2 posts - 1 through 2 (of 2 total)
  • The forum ‘Call center’ is closed to new topics and replies.