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Erlang C Assumptions

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  • #18637 Reply
    Barbara
    Guest

    Can anyone tell me what the erlang c assumption is for agent talk time per hour?

    #18638 Reply
    Dante Salazar
    Guest

    If you refer to talk time/login time, I consider a normal value of .82 to .88 for a service level of 80%. Take into account that if you force high levels of occupancy you are going to obtain a lower level of service.

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Reply To: Erlang C Assumptions
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