How many agents should be available if 300 calls of 60 seconds duration are received? I require that 85% of calls are answered within 30 seconds.
An example calculation
• | Click with your mouse on the radio button next to the Number of agents field. This indicates that this is the unknown quantity be calculated. |
• | Enter the figure 300 into the Calls per hour edit box. |
• | Enter the figure 60 into the Average duration edit box. |
• | Enter the figures 85 and 30 into the Percentage answered edit boxes. Leave the Average delay edit box blank. |
• | Press the Calculate button. |
After a short time, the figure 7 will appear in the Number of agents field indicating that 7 agents are required to answer these calls if the performance criteria are to remain within those set and the assumptions of the Erlang C traffic model are met.