Purpose
This function estimates the number of lines or trunks required to handle the incoming calls.
Format
=CCXLLines ( Agents , Calls , Duration , Blocking target, Wrap-up time)
Result
A positive integer or zero.
Arguments
Name |
Description |
Units |
Limits |
Agents |
The number of agents answering inbound calls |
(Unitless) |
Between 0 and 10000 and more than the minimum agents required for stability. |
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 |
Blocking target |
The ratio of calls that will be blocked because insufficient lines have been provided. |
(Unitless) |
Between 0.001 and 0.5 |
Wrap-up time |
The time after a call that an agent is unavailable to handle a further call because they are performing tasks relating to the previous call. |
Seconds |
Between 0 and 1800. This argument is optional. If it is omitted, the wrap-up time is assumed to be zero. |