What will the average delay to all calls be if 14 agents are answering 250 calls per hour of 180 seconds duration each?
An example calculation
• | Click with your mouse on the radio button next to the Average delay field. This indicates that this is the unknown quantity be calculated. |
• | Enter the figure 14 into the Number of agents edit box. |
• | Enter the figure 180 into the Average duration edit box. |
• | Enter the figure 250 into the Calls per hour edit box. |
• | Press the Calculate button. |
After a short time, the figure 71 will appear in the Average delay field indicating that callers will experience an average delay of 71 seconds if the assumptions of the Erlang C traffic model are met.