How many calls can a group of 15 agents handle if those calls are of 180 seconds duration and the average delay to all calls must be no greater than 30 seconds?
An example calculation
|•||Click with your mouse on the radio button next to the Number of calls field. This indicates that it is this quantity which is unknown and to be calculated.|
|•||Enter the figure 15 into the Number of agents / operators edit box.|
|•||Enter the figure 180 into the Average duration edit box.|
|•||Enter the figure 30 into the Average delay edit box.|
|•||Press the Calculate button.|
After a short time, the figure 250 will appear in the Number of calls field indicating that 250 calls per hour can be handled if the performance criteria are to remain within those set and the assumptions of the Erlang C traffic model are met.