I’m a supervisor in a small call center in Knoxville, TN. I have a disagreement with my manager over which measure should be used to determine queue staffing requirements. I use calls answered for a specific time period as Erlang C input but my boss says it should be calls entering ACD.
Easy, buddy… The software we use (Avaya CMS) shows ACD Calls to determine Answered Calls and Offered Calls to determine “Calls Entered”. It is important to get these two concepts diferently. Let me understand your question: you use Calls Answered and your boss Calls Entered, is that it? Kind Regards…
Viewing 6 posts - 1 through 6 (of 6 total)
The forum ‘Call center’ is closed to new topics and replies.