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We have compiled a list of questions about Ansapoint which are often put to us. We hope the answers to these questions will help you, but if you need more information, please do not hesitate to contact us.

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Index of questions

  1. How to I specify the call answering service level targets?
  2. What figure should I use for Average call duration?
  3. What is the wrap-up time?
  4. Will Ansapoint work with 30 minute intervals?
  5. Are staff breaks taken into account?
  6. How accurate is Ansapoint?
  7. Does Ansapoint work with my version of Windows?
  8. How many calls per hour can Ansapoint handle?
  9. If I download the software on to my desktop, will I be able to subsequently transfer the software to my laptop?

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How do I specify service level targets?

Ansapoint uses the call answering service targets which you specify to work out how many agents are required for each hour.  The service level targets are a parameters of each Ansapoint project, and can be set using the Projects | Properties command on the main menu.

The service level is specified in terms of the percentage of calls which should be answered within a queuing time which you specify (e.g. 80% of calls answered within 20 seconds).   Boxes to enter the figures are provided in the box which opens when you select the command on the main menu.

What figure should I use for Average Duration?

The Average Call Duration is also specified the the dialogue box which is displayed when the Projects | Properties command on the main menu is invoked.  The average call duration is the length of time during which calls are actually in progress.  It does not include the queuing time which a caller experienced before the call is answered by an agent, and it does not include the wrap-up time.

What is the Wrap-up Time?

The wrap-up time is also specified in the Project Properties Dialogue Box which is displayed when the Projects | Properties command on the main menu is invoked.

The wrap-up time (or wrap time) is the time an agent is busy, and unavailable to handle another incoming call, after the previous call has been completed. It is usually the time taken to complete the administrative tasks relating to the previous call such as entering an order onto a computer. The figure is entered in seconds into this box.

Will Ansapoint work with 30 minute intervals?

Yes.  When you create a project, you specify whether you will be entering half hourly or hourly figures.  Ansapoint also supports 15 minute intervals.

Are staff breaks taken into account?

For each project, Ansapoint allows you to define a figure for agent availability between 35% and 100% (the default is 100%).   This figure can be used to take account of staff breaks.

How accurate is Ansapoint?

Ansapoint uses the Erlang B and Erlang C models for it's calculations.

These have been used throughout the industry for decades. They are usually very accurate, but they do make certain assumptions about the nature of offered traffic which may not necessarily apply in your case. For example, they assume random (Poisson) arrivals. This is usually reasonable, but sudden peaks of calls resulting from a radio or television advertisement are not accurately modelled.  As with all analytical tools, you should use Ansapoint with common sense.

Does Ansapoint work with my version of Windows?

The latest version of Ansapoint works on all Windows versions from Windows 95, including both 32 and 64 bit variants.

How many calls per hour can Ansapoint handle?

Ansapoint can analyse call centre applications which handle up to 100,000 inbound calls per hour.

The technical specification is shown below:

Operating system All current versions of Microsoft Windows (32 and 64 bit).
Calls per hour 3 - 100,000
Call analysis interval 15, 30 or 60 minutes
Agent availability 35% - 100%
Days per project No practical limit
Maximum projects No practical limit
Analytical models Erlang B and Erlang C
Highest average call duration 30 minutes
Highest average wrap-up time 30 minutes
Call answering targets 5 - 95% in 3 - 1800 seconds
Trunk blocking targets 0.001 - 0.500

Will I be able to install on a laptop?

If you purchase the software when you are using your desktop computer, then you may transfer the installation file to your laptop computer and install it there.  However, you may not install on both computers if you are only covered by one single user licence; you will need to buy two licences.

Has this answered your question?

If not, then please send us an email.

Purchasing Ansapoint

The full working version of Ansapoint is available for 185 US Dollars.

Usually, the software can be working on your PC in under 10 minutes!

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Last modified: 14 July 2014

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