What is the corelation between ASA, AHT and Service Level in WFM?

Topic Views - 340

What is the corelation between ASA, AHT and Service Level in WFM?
Can anyone please share the details.

Editor

Call Centre Helper

The Erlang Formula
There is a correlation but the maths is quite hard. It is called the Erlang formula.

See this link
https://www.callcentrehelper.com/erlang-c-formula-example-121281.htm

It is easiest to see it in action using the Erlang Calculator
https://www.callcentrehelper.com/tools/erlang-calculator/

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