This function estimates the number of agents required to handle incoming calls within a specified service level.
Format
There are two formats for this function depending on the format of the supplied service level target:
• | =CCXLAgents (Calls , Duration , Percentage, Answered in) |
• | =CCXLAgents (Calls , Duration , ASA) |
Result
A positive integer or zero. The result must be less than or equal to 10000, otherwise the function will return the #NUM! error value.
Arguments
Format 1, where four arguments are provided:
Name |
Description |
Units |
Limits |
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 |
Percentage |
The proportion of calls that must be answered within a target time |
(Unitless) |
Between 0.02 and 0.99 & Between 2 and 99 |
Answered in |
The target time within which that percentage of calls must be answered |
Seconds |
Between 3 and 3600 |
Format 2, where three arguments are provided:
Name |
Description |
Units |
Limits |
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 |
ASA |
The average delay experienced by callers before their calls are presented to an agent. |
Seconds |
Between 3 and 1800 |