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LinkBack | Thread Tools | Display Modes |
03-01-2007, 06:44 AM
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Contact Center formulas
Hi
I am a novice with Cisco IPCC and ICM. Can someone guide with a site or source where i can find mathematical formulas and functions used in a typical call center? Something like a formula staff sizing. 
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05-02-2007, 03:02 PM
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Erlang C Calculator
If your looking for staffing guidelines this may help:
http://www.harvest.com.au/ccm-kool.htm Good luck.
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10-12-2008, 11:58 AM
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Erlang B/C is okay, but
If your contact/call center is more complicated than one queue for one agent type, Erlang C is pretty misleading. Even with a single queue/agent group, Erlang C overstates staff requirements due to its assumption of no abandonment. Still, not too bad for simple situations.
You might want to try simulation to actually analyze/predict staffing/routing/abandonment, etc. Simul8 is pretty good, although really complicated. I tried simzcc a while ago and it was fairly easy to use
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