Navigation:  CC-Excel function reference >

CCXLService()

Print this Topic Previous pageReturn to chapter overviewNext page

Purpose

 

This function estimates the percentage of inbound calls that will be answered within a specified time.

 

 

Format

 

=CCXLService ( Agents , Calls , Duration , Target time)

 

 

Result

 

A real number between 0 and 1, where 0 means no calls and 1 means all calls.  A cell displaying this result would usually be formatted as a percentage so that the percentage occupancy is shown.

 

 

Arguments

 

Name

Description

Units

Limits

Agents

The number of agents answering inbound calls

(Unitless)

Between 0 and 10000

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

Target time

The answering time under evaluation

Seconds

Between 3 and 3600