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

Related Articles
The words average speed of answer
The Ultimate Guide to Average Speed of Answer (ASA)
A black calculator with pen on solid blue background with the erlang c formula
Erlang C Formula - Made Simple With an Easy Worked Example
Excel erlang calculator featured image
Excel Based Erlang Calculator for Contact Centres – with Maximum Occupancy
A picture of the Erlang A formula
A Beginner’s Guide to the Erlang A Formula
Follow Us on LinkedIn
coloured cogs with people on
© adrian_ilie825 - Adobe Stock - 351316806
1,431
Filed under - Call Centre Questions,

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 https://www.callcentrehelper.com/erlang-c-formula-example-121281.htm It is easiest to see it in action using the Erlang Calculator https://www.callcentretools.com/tools/erlang-calculator/ With thanks to Jonty

Author: Jonty Pearce

Published On: 12th Apr 2022 - Last modified: 11th Aug 2025
Read more about - Call Centre Questions,

Follow Us on LinkedIn

Recommended Articles

The words average speed of answer
The Ultimate Guide to Average Speed of Answer (ASA)
A black calculator with pen on solid blue background with the erlang c formula
Erlang C Formula - Made Simple With an Easy Worked Example
Excel erlang calculator featured image
Excel Based Erlang Calculator for Contact Centres – with Maximum Occupancy
A picture of the Erlang A formula
A Beginner’s Guide to the Erlang A Formula