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How to calculate no. of agents & lines

Viewing 4 posts - 1 through 4 (of 4 total)
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  • #12768 Reply
    Absar
    Guest

    Can any one tell me the procedure of calculating the number of agents & lines required for the call center if the trffic is known.

    #12769 Reply
    Mark
    Guest

    Absar, ErlangB or Hills B is the way to go. Hills B is quite expensive, but if you put ErlangB into an internet search engine you will be able to find loads of free Erlang Calculators and some add-ins for excel.
    Happy hunting

    #12770 Reply
    Harsha
    Guest

    Absar, it depends on the type of business you are looking at. If it is Technical Support, then the cap is 3 calls per hour per agent or 30 calls per agent per day (8 hours shift).

    Regards

    #12771 Reply
    Absar
    Guest

    Mrak, can you please forward me some useful URLs

Viewing 4 posts - 1 through 4 (of 4 total)
Reply To: How to calculate no. of agents & lines
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