This function estimates the number of calls that an inbound call centre can handle in one hour.
Format
There are two formats for this function depending on the format of the supplied service level target:
• | =CCXLCalls (Agents , Duration , Percentage, Answered in) |
• | =CCXLCalls (Agents , 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 |
Agents |
The number of agents answering inbound calls |
(Unitless) |
Between 0 and 10000 |
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 0.02 and 0.99 & Between 2 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 |
Agents |
The number of agents answering inbound calls |
(Unitless) |
Between 0 and 10000 |
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 |