Erlang formulas enable call centres and such places to calculate how many staff are required for given times of day, based on various traffic inputs.
For example:
Number of calls per hour
Time taken per call
Target service level (% of calls answered within x seconds.)
WHO IS THIS FOR?
Rotas that already use the Min By Time.
WHAT TO DO:
Previously the Min by Time was a manual entry. Now the entry can be made by using Erlang calculations.
No comments:
Post a Comment