I’ve been looking at a tool that uses the erlang c calculator and found something that doesn’t make sense to me. It says that the number of calls per hour or half hour entered should be called that were answered, not total calls offered; which would include abandoned calls. If you are trying to forecast the number of agents required, wouldn’t you want to know how many you’d need to answer all the calls that were offered? What am I missing?
A key thing to look for here is that it is just imposible for any tool to come up with forecasting of abandoned calls. A good way for you to manage this issue is understanding at what (EWT) time does the cutomer hangup on an average and deleting those number of calls from the Offered calls would give you a more accurate picture.