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Erlang XL95

This document contains input fields and output tables for a contact center performance modeling tool, allowing the user to enter the number of agents and trunks to calculate key metrics like service level percentage, percentage of calls queued and abandoned, and agent

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moses
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44 views2 pages

Erlang XL95

This document contains input fields and output tables for a contact center performance modeling tool, allowing the user to enter the number of agents and trunks to calculate key metrics like service level percentage, percentage of calls queued and abandoned, and agent

Uploaded by

moses
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLS, PDF, TXT or read online on Scribd
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Service

Time Calls per MaxWait


SLA% (sec) Hour AHT (secs) (secs)
Enter parameters here --> 85% 7 100 180 30

ASA
# Agents # Trunks SLA% % Queued Aband'd Utilisation (secs)
### ### ### #MACRO? ### ### ###
### ### ### #MACRO? ### ### ###
Answers are given here --> ### ### ### #MACRO? ### ### ###
### ### ### #MACRO? ### ### ###
### ### ### #MACRO? ### ### ###
### ### ### #MACRO? ### ### ###
### ### ### #MACRO? ### ### ###
### ### ### #MACRO? ### ### ###
### ### ### #MACRO? ### ### ###
### ### ### #MACRO? ### ### ###

Calls per
Agents hour AHT (secs)
With this no. of agents etc --> ### 100 180

Service
SLA% Time
Service level could be --> 100% in ### secs
or 95% in ### secs
or 90% in ### secs
.. 85% in ### secs
80% in ### secs
75% in ### secs
70% in ### secs
65% in ### secs
60% in ### secs
55% in ### secs
50% in ### secs
Queue
Time Average
(secs) Queue
### ###
### ###
### ###
### ###
### ###
### ###
### ###
### ###
### ###
### ###

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