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Hello Joe,
i don't really understand what you mean by "behind the scene" numbers ?
The call volumes are per day and the AHT for the big Callcenter is aimed at 250 seconds en the AHT for the small Callcenter is aimed at 550 seconds.
The numbers in my previous reply are historical data from our Callcenters. We already built a simulation model with our own data. The results of the simulations also imply that there is a difference in ASA.
So now we like to know if anybody can come up with a scientific answer (in the form of formulas of the M/M/s - model or Waiting queue models)
I'm very intersted in your next reply Joe.
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