Forecasting Calculation for small forecasted Queues (Agents required)

Topic Views - 4070

Forecasting Calculation for small forecasted Queues (Agents required)
Good Morning,

I am looking for a formula I can use to to generate agents required. As the small volumes are very small, I feel that Erlang calculation does not provide me the most accurate projection and provides me with much more.

The information I would like to use is:

- Call QTY
- Total Call time (Including wrap)
- 30 minute intervals

- Shrinkage = 30%
- Occupancy = 55%
- Efficiency = 80%
- Customer Service Target= 85%

On average there could be only 1 - 3 calls per 30 minutes with a total time of 5 minutes. I would like a more precise result and not use the Erlang as I feel it can provide me with two many agents. (For instance the result will only give me 1 or 3 agents, and never 2 (which is not ideal in my cirmustance)

Thanks,

Helper

Call Centre Helper

The only other approach would be to use a simulator

Want to add a comment?

Not found what you were looking for?

1. Try searching through our site.
2. Still not got an answer?

Why not ask the Call Centre Helper Community? Click here to ask your question