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This application uses Erlang C formula[1] employed in call center applications to estimate the number of agents required to handle a projected call load at a prescribed service level. The inputs required are 1) number of calls arriving in a 15 minute period, 2) average service time in minutes for the calls during that period, 3) percent service level (i.e. percent of incoming calls that need to be answered within a given wait time) and 4) wait time in seconds. The calculator not only calculates the number of agents required to meet the service level target but also provides a detailed table illustrating the service level degradation that would be experienced if the call center employs less than the suggested value by Erlang C formula. A graphical view of the tabular data is also provided.
Best viewed in tablets >= 7 inches
References:
1. Call Center Mathematics, Ger Koole, A scientific method for understanding and improving call centers, March 2006.
http://www.math.vu.nl/~koole/ccmath/book.pdf
Last updated on Nov 30, 2015
Minor bug fixes and improvements. Install or update to the newest version to check it out!
Telechargé par
Thanh Minh
Nécessite Android
Android 2.3.4+
Catégories
Signaler
Erlang C Calculator
3.0 by Kokeb.com
Nov 30, 2015