a brief introduction to the calculator. For a running record of the results
calculated, press the Results button. This function open new browser window
on your desktop.
- This calculator, which is
based on the Erlang C traffic model, can tell you how many agents you need in your call
centre during an hour. To work this out, you need to know how many calls you receive
during that hour, the average duration of those calls and the average delay you will
tolerate in answering all your calls.
- This calculator can also
used to establish the number of switchboard operators required.
- To use the calculator, enter
the figures for the number of calls, average duration of calls and average delay to calls
in the edit boxes. Remember that call duration should include any wrap up times (see help
system for more information). When you press the Calc. button, the required number
of agents will be displayed in a message box.
- You can display a running
total of calculation results by pressing the Results button.
- It is important to
understand that there is a bare minimum of agents you will need, regardless of the call
answering delays which you are prepared to tolerate. The calculator will not display a
number of agents below this minimum as this would result in an unstable situation in which
the number of calls queued would constantly increase, leading to abandoned calls. For more
information, refer to the help system.