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

coloured cogs with people on

332
Filed under - Forum

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
Read more about - Forum


Recommended Articles

Service level agreement in large letters with a lady using technology next to it
How to Set Up a Service Level Agreement (SLA) for Your Contact Centre
How to Calculate Contact Centre Service Level
14 Best Practices for Maximizing Your Service Level
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.