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CCXLLines()

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Purpose

 

This function estimates the number of lines or trunks required to handle the incoming calls.

 

 

Format

 

=CCXLLines ( Agents , Calls , Duration , Blocking target, Wrap-up time)

 

 

Result

 

A positive integer or zero.

 

 

Arguments

 

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

Duration

The average length of the calls after they have been answered

Seconds

Between 1 and 3600

Blocking target

The ratio of calls that will be blocked because insufficient lines have been provided.

(Unitless)

Between 0.001 and 0.5

Wrap-up time

The time after a call that an agent is unavailable to handle a further call because they are performing tasks relating to the previous call.

Seconds

Between 0 and 1800.  This argument is optional.  If it is omitted, the wrap-up time is assumed to be zero.