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erlang-calculator-v1

VIEWS: 24 PAGES: 4

  • pg 1
									  IMPORTANT:       For this tool to work correctly you must change Macro security to medium
  Options > Security > Macro Security) and Enable macros on opening the spreadsheet

                                                            Type parameters in the boxes below.

                                                            The left hand box calculates the number of agents needed to
                                                            service level. Use the right hand box if you want to see statis
                                                            of agents that you have.


Calculate the number of agents required to reach an agreed service
level:
                                        0.14
  Incoming call rate                    250       calls per half hour

  Average call duration                 360       seconds

  Required service level               80.0%
  Probability of target answer time

  Target answer time                     20       seconds

  Traffic Intensity (Erlang)             50

  Number of Agents required           #NAME?




  Agent planner - see at a glance whether you have enough agents for the calls expected:

  Average call duration (s)             240



                                       Agents      Incoming call rate
            Time slot                 available   (calls per half hour)
           00.00 - 00.30                                                    0
           00.30 - 01.00                                                    0
           01.00 - 01.30                                                    0
           01.30 - 02.00                                                    0
           02.00 - 02.30                                                    0
           02.30 - 03.00                                                    0
           03.00 - 03.30                                                    0
           03.30 - 04.00                                                    0
           04.00 - 04.30                                                    0
           04.30 - 05.00                                                    0
           05.00 - 05.30                                                    0
           05.30 - 06.00                                                    0
           06.00 - 06.30                                                    0
           06.30 - 07.00                                                    0
07.00 - 07.30   5     10   1.3
07.30 - 08.00   10    32   4.3
08.00 - 08.30   20   103   14
08.30 - 09.00   30   140   19
09.00 -09.30    40   266   35
09.30 - 10.00   50   361   48
10.00 - 10.30   50   333   44
10.30 - 11.00   50   281   37
11.00 - 11.30   50   304   41
11.30 - 12.00   50   271   36
12.00 - 12.30   40   272   36
12.30 - 13.00   40   259   35
13.00 - 13.30   40   220   29
13.30 - 14.00   40   250   33
14.00 - 14.30   50   236   31
14.30 - 15.00   50   222   30
15.00 - 15.30               0
15.30 - 16.00               0
16.00 - 16.30               0
16.30 - 17.00               0
17.00 - 17.30               0
17.30 - 18.00               0
18.00 - 18.30               0
18.30 - 19.00               0
19.00 - 19.30               0
19.30 - 20.00               0
20.00 - 20.30               0
20.30 - 21.00               0
21.00 - 21.30               0
21.30 - 22.00               0
22.00 - 22.30               0
22.30 - 23.00               0
23.00 - 23.30               0
23.30 - 00.00               0
ectly you must change Macro security to medium                                 (Tools >
Enable macros on opening the spreadsheet

 Type parameters in the boxes below.

 The left hand box calculates the number of agents needed to reach a required
 service level. Use the right hand box if you want to see statistics for the number
 of agents that you have.



                       Calculate probability of calls being answered or waiting:

                                                         0.28
                       Incoming call rate                500           calls per half hour

                       Average call duration              240          seconds

                       Target answer time                 15           seconds

                       Number of agents                   60

                       Traffic Intensity (Erlang)        66.67

                       Probability a call waits        #NAME?
                       Erlang-C Formula

                       Probability call is answered
                       in target time                  #NAME?
                       Service Level




h agents for the calls expected:

                       Required service level           80.00%

                       Target answer time (secs)          10

                                                        Agents
                         Predicted Service Level       required
                                   #NAME?                 0
                                   #NAME?                 0
                                   #NAME?                 0
                                   #NAME?                 0
                                   #NAME?                 0
                                   #NAME?                 0
                                   #NAME?                 0
                                   #NAME?                 0
                                   #NAME?                 0
                                   #NAME?                 0
                                   #NAME?                 0
                                   #NAME?                 0
                                   #NAME?                 0
                                   #NAME?                 0
#NAME?   #NAME?
#NAME?   #NAME?
#NAME?   #NAME?
#NAME?   #NAME?
#NAME?   #NAME?
#NAME?   #NAME?
#NAME?   #NAME?
#NAME?   #NAME?
#NAME?   #NAME?
#NAME?   #NAME?
#NAME?   #NAME?
#NAME?   #NAME?
#NAME?   #NAME?
#NAME?   #NAME?
#NAME?   #NAME?
#NAME?   #NAME?
#NAME?      0
#NAME?      0
#NAME?      0
#NAME?      0
#NAME?      0
#NAME?      0
#NAME?      0
#NAME?      0
#NAME?      0
#NAME?      0
#NAME?      0
#NAME?      0
#NAME?      0
#NAME?      0
#NAME?      0
#NAME?      0
#NAME?      0
#NAME?      0

								
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