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Combine call lines with different BHTs

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  • #18664
    Can Atilgan

    I want to calculate size of a call center. I have 2 kinds of calls with different Erlang Values. (calls per hour and Average Handle Time values are different for them)

    If I calculate numbers of agent separately and I add them I will loose productivity. How can I calculate optimum total number of agent and a common SLA value of combined call center.

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