What is the Corelation Between ASA, AHT and Service Level In WFM?

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1,556

What is the Corelation Between ASA, AHT and Service Level In WFM?

Can anyone please share the details.

Question asked by Deepak

The Erlang Formula

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

See this link

It is easiest to see it in action using the Erlang Calculator

With thanks to Jonty

Author: Jonty Pearce

Published On: 12th Apr 2022 - Last modified: 3rd Oct 2025
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