CC-Excel introduces the following nine call centre related functions to Microsoft Excel. A function reference is available for each function detailing that functions use, arguments and limits.
Function name |
Description |
Estimates the number of agents required to handle incoming calls within specified service level parameters. |
|
Estimates the number of calls that an inbound call centre can handle within specified service level targets. |
|
Estimates the average length call that a call centre if the number of agents and number of incoming calls are known. |
|
Estimates the average speed in which calls will be answered. |
|
Estimates the average number of calls that will be queued and waiting for presentation to an agent. |
|
Estimates the percentage of their time that agents will be busy handling inbound calls. |
|
Estimates the percentage of calls that will arrive while all agents are occupied and will therefore enter a queue. |
|
Estimates the percentage of calls that will be answered within a specified service time. |
|
Estimates the number of telephone lines that are required to handle the inbound calls into a centre. |
See also