Using Erlang-A with Erlang-C to account for abandonment

Topic Views - 1071

Using Erlang-A with Erlang-C to account for abandonment
Hi, I am desperately trying to understand how to account for abandonment in order to get the optimal number of agents needed (without using an online calculator).
Once I have the number of agents required from the Erlang-C and I have the average patience - how do I proceed to get the new number of agents accounted for call-abandonment? Any help will be highly appreciated.

Here our guide for u...
Here our guide for using the Erlang A formula, which also contains a link to an article on plotting abandon rates that could be useful:

I have read that link
My question is how to incorporate the average patience with the raw Erlang-C required number of agents?

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