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What percentage in target?

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What percentage of calls will be answered within 30 seconds if 15 agents answer 250 calls per hour of 180 seconds duration?


An example calculation

An example calculation


Click with your mouse on the radio button next to the Percentage of calls fields. This indicates that it is this quantity which is unknown and to be calculated.


Enter the figure 15 into the Number of agents / operators edit box.
Enter the figure 180 into the Average duration edit box.
Enter the figure 250 into the Number of calls edit box.
Enter 30 into the right hand edit box of the Percentage of calls line.
Press the Calculate button.


After a short time, the figure 73 will appear in the bottom left field in the dialogue box indicating that 73% of calls will be answered within 30 seconds if the assumptions of the Erlang C traffic model are met.