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CCXLDuration()

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This function estimates the average duration of inbound calls that a call centre call handle and remain within specified performance targets.

 

 

Format

 

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

 

       =CCXLDuration (Agents , Calls , Percentage, Answered in)
       =CCXLDuration (Agents , Calls , ASA)

 

 

Result

 

A positive integer or zero.  The result must be less than or equal to 7200, 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.

Calls

The number of calls received in one hour

(Unitless)

Between 0 and 300000

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.

Calls

The number of calls received in one hour

(Unitless)

Between 0 and 300000

ASA

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

Seconds

Between 3 and 1800