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Calculating waiting time

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  • #11914 Reply
    kohi amir

    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

    #11915 Reply

    did you tried the Erlang calulator ?

    #11916 Reply

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

Viewing 3 posts - 1 through 3 (of 3 total)
Reply To: Calculating waiting time
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