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CCXLCalls()

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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 and more than the minimum agents required for stability.

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

Agents

The number of agents answering inbound calls

(Unitless)

Between 0 and 10000 and more than the minimum agents required for stability.

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