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Calculating waiting time

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  • 2nd January 2002 at 14:38 #11914 Reply
    kohi amir
    Guest

    I need to calculate the waiting time in the call center.
    I have :
    1. Average call duration
    2. Average wrap up time
    3. Call answering target
    4. Number of calls
    5. Number of agents

    But I canwt calculate waiting time above 5 minutes

    28th January 2002 at 05:15 #11915 Reply
    My
    Guest

    did you tried the Erlang calulator ?

    28th January 2002 at 17:15 #11916 Reply
    Gaurav
    Guest

    for collection at 2-due stg
    tlk time-45-50 sec
    wrap – less thn 10sec
    clls md – atleast 70call/hr

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