Home » Topics » Call center » Calculating waiting time
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
did you tried the Erlang calulator ?
for collection at 2-due stg
tlk time-45-50 sec
wrap – less thn 10sec
clls md – atleast 70call/hr
- The forum ‘Call center’ is closed to new topics and replies.