call center Erlang C and X module by xrh13975

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									The CCmath Erlang Excel
       add-in
                 Overview
• Set of Excel functions for single-skill call
  center staffing
• Erlang C, Erlang X and more
• Reliable, state of the art methodology
• Methodology partly developed at VU
  University Amsterdam
Erlang C
               Erlang C
Other functionality:
• Average Speed of Answer
• Reverse calculations based on SL or ASA
                Erlang X
• The Erlang X calculation method includes:
  – Abandonments
  – Blocked calls
  – Retrials
• Takes into account effect abandonments on
  other calls
               Erlang X
Output: SL / abandonment % / blocking %
 (due to finite number of lines)
               Erlang X
Other functionality:
• Average Speed of Answer
• Reverse calculations based on SL, ASA or
  abandonment %
                                   Erlang C vs. Erlang X
• Advantage Erlang C: simpler
• Advantages Erlang X:
                 – more realistic
                 – predicts abandonment %
                 – robust (compare steepness Erlang C and X)
                 120.00%


                 100.00%
                                                                                                                                          Erlang C: 1 agent
                                                                                                                                          more or less gives
                 80.00%
                                                                                                                                          drastic change in SL
 service level




                                                                                                                               Erlang C
                 60.00%
                                                                                                                               Erlang X
                                                                                                                                          Erlang X: much
                 40.00%
                                                                                                                                          smoother
                 20.00%


                  0.00%
                           0
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                                                              number of agents
       Advanced functionality
• Erlang P(rofit): calculates optimal number
  of lines and agents in case of profit per call
• Blending calculator: optimizes agent
  allocation in case inbound and outbound
  calls
           More information
• For more information and pricing: please
  contact CCmath at info@ccmath.com

• CCmath offers also:
  – other WFM modules
  – trainings on all aspects of WFM

								
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