This easy-to-use software package includes QueueView and other software files. It utilizes Erlang C and Erlang B calculations to predict agents and trunks required.
Calculating Staff
QueueView provides a range of data on staffing requirements based on the information you provided. The range of answers always begins with the fewest number of agents that can handle the specified load (assuming no abandonments) and ends with service level at virtually 100 percent.
To interpret the results, locate the row that contains your target service level percentage (SL%) or the closest percentage to your desired service level. (You can highlight the row for easier viewing by clicking on it.) The values in the other columns of that row correspond with your objective.
Calculating Delay
The Delay calculations estimate the amount of time callers will be in queue, assuming they do not abandon. Find the row that contains your target service level percentage (SL%) or the closest percentage to your desired service level. (You can highlight the row for easier viewing by clicking on it.) The results in that row estimate how many callers are delayed for the specified increments, out to 240 seconds.
Calculating Trunks
QueueView calculates the number of trunks required to carry the erlangs (hours) of traffic you input, at the probability of blockage that you specify. These calculations are based on Erlang B.
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