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CCXLAgents()

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This function estimates the number of agents required to handle incoming calls within a specified service level.

 

 

Format

 

There are two formats for this function depending on the format of the supplied service level target:

 

       =CCXLAgents (Calls , Duration , Percentage, Answered in)
       =CCXLAgents (Calls , Duration , ASA)

 

 

Result

 

A positive integer or zero.  The result must be less than or equal to 10000, otherwise the function will return the #NUM! error value.

 

 

Arguments

 

Format 1, where four arguments are provided:

 

Name

Description

Units

Limits

Calls

The number of calls received in one hour

(Unitless)

Between 0 and 300000

Duration

The average length of the calls after they have been answered

Seconds

Between 1 and 3600

Percentage

The proportion of calls that must be answered within a target time

(Unitless)

Between 0.01 and 0.99 &

Between 1 and 99

Answered in

The target time within which that percentage of calls must be answered

Seconds

Between 3 and 3600

 

Format 2, where three arguments are provided:

 

Name

Description

Units

Limits

Calls

The number of calls received in one hour

(Unitless)

Between 0 and 300000

Duration

The average length of the calls after they have been answered

Seconds

Between 1 and 3600

ASA

The average delay experienced by callers before their calls are presented to an agent.

Seconds

Between 3 and 1800