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


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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

Erlang C Formula – Made Simple With an Easy Worked Example

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

https://www.callcentretools.com/tools/erlang-calculator/

With thanks to Jonty

Published On: 12th Apr 2022 - Last modified: 6th May 2022
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