This is a simple Excel spreadsheet tool that allows you to work out how many agents you will need. You just need to enter your call volume and the service level that you would like to achieve. The calculator then looks at the agent capacity you would need to achieve the service level.
And because it is all done in an Excel spreadsheet it makes it pretty easy for you to model different call volumes across the course of the day.
We have given it a good road test but we are looking for volunteers to try it out.
The calculator is based on Microsoft Excel with a bit of nifty software programming from Jo at Clearly Presented using a mathematical technique called Erlang Theory*. Jo has coded it from scratch. It seems pretty instinctive to use.
Click here to download the Erlang calculator.
To get the calculator to work you will need to have macros enabled on your computer.
In excel select Tools > Options > Security > Macro Security and then select medium.
You can then “Enable macro” when you open the spreadsheet.
You are free to use the Free Erlang C Calculator in all of your projects, provided that you do not resell or distribute the calculator on the web.
* Erlang Theory is named after the Danish mathematician Agner Krarup Erlang (1 January 1878 – 3 February 1929) , who invented the fields of traffic engineering and queueing theory. He published his Erlang C formula in 1917 and it has been widely used ever since. The Erlang model is used in all major call centre forecasting and workforce optimisation (WFO) and workforce management (WFM) solutions available today.
source
Niciun comentariu:
Trimiteți un comentariu