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mike,<br>
that would be the erlang formula... you still end up with the
ratio though... oops, a quick google reminds me that erlang is for
call centers... wonder if you could use it for voip providers...
steveT, you would know...<br>
daveC<br>
<br>
<span id="labelQuestionTitle" class="QTQuestionPageTitle">FORMULA TO
CALCULATE PHONE LINES NEEDED</span><br>
<span id="labelQuestionPubDate" class="QTQuestionPubDate"></span><br>
<span id="labelQuestionText" class="QTQuestionText">What
is the formula for calculating the number of lines for an inbound call
center if we have the BHCA (Busy Hour Calls Average) and QOS (Quality
of Service or Service Level)? Online calculators give the answer but
not the formula. Any help would be much appreciated. Thanks. -- <i>Sameer
Maini, Target Corporation</i></span><br>
----------------------------------------------------<br>
<h1 class="separator">Calculate Call Center Staffing with Excel</h1>
<i>By Joannès Vermorel, May 2008</i><br>
<br>
This guide explains <b>how to optimize the number of agents to reach
the desired service level</b>. This guide applies to call centers and
contact centers. The theory is illustrated with <b>Microsoft Excel</b>.
Advanced notes are available for software developer who would like to
reproduce the theory into a custom application.<br>
<br>
<b>Download:</b> <a
href="http://www.lokad.com/GetFile.aspx?File=Support%2fCallCenterTutorial%2ferlang-by-lokad.xls"
class="emaillink" title="erlang-by-lokad.xls">erlang-by-lokad.xls</a>
(Microsoft Excel Spreadsheet)<br>
<br>
When opening the spreadsheet, Excel will warn you than <b>this
document contains macros</b>.
Those macros correspond to the Erlang-C formula (see explanation
below). You need to activate the macros in order to reproduce the
calculations.<br>
<br>
<br>
<br>
<br>
<a class="moz-txt-link-abbreviated" href="mailto:mroberts1818@gmail.com">mroberts1818@gmail.com</a> wrote:
<blockquote
cite="mid:561049644-1219855990-cardhu_decombobulator_blackberry.rim.net-820486584-@bxe031.bisx.prod.on.blackberry"
type="cite">
<pre wrap="">Thanks,
What about avg per min per month usage per household?
------Original Message------
From: | dave cantera |
To: <a class="moz-txt-link-abbreviated" href="mailto:mroberts1818@gmail.com">mroberts1818@gmail.com</a>
To: Commercial and Business-Oriented AsteriskDiscussion
ReplyTo: <a class="moz-txt-link-abbreviated" href="mailto:david.cantera@IBSOneCall.com">david.cantera@IBSOneCall.com</a>
Sent: Aug 27, 2008 2:18 AM
Subject: Re: [asterisk-biz] Residential VoIP Stats
mike,
typically, one might have a 6 to 1, 10 to 1, or in vonage's case (I think) 15+ to 1 ratio of customers to lines. the more customers the higher the ratio, of course.
there is an erlang formula (spelling) that the telcos use but it still comes down to... 'all lines are busy, please try your call later'...
how many times do you want a customer want to hear that msg.
daveC
<a class="moz-txt-link-abbreviated" href="mailto:mroberts1818@gmail.com">mroberts1818@gmail.com</a> <a class="moz-txt-link-rfc2396E" href="mailto:mroberts1818@gmail.com"><mailto:mroberts1818@gmail.com></a> wrote: Hi list, Anyone know where I can find some statistics on residential calling patterns? I.e. Total number of minutes called per month Time of day patterns (probably pretty obvious but curious) Etc. Many thanks. -Mike Sent from my Verizon Wireless BlackBerry _______________________________________________ --Bandwidth and Colocation Provided by <a class="moz-txt-link-freetext" href="http://www.api-digital.com">http://www.api-digital.com</a> <a class="moz-txt-link-rfc2396E" href="http://www.api-digital.com"><http://www.api-digital.com></a> -- AstriCon 2008 - September 22 - 25 Phoenix, Arizona Register Now: <a class="moz-txt-link-freetext" href="http://www.astricon.net">http://www.astricon.net</a> <a class="moz-txt-link-rfc2396E" href="http://www.astricon.n
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-- My wife's sister is in California. I should buy her a Videophone2008! Truly, The Next Best Thing to Being There! -- Interlocking Business Solutions, LLC 856.380.0894
Sent from my Verizon Wireless BlackBerry
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</pre>
</blockquote>
<br>
<pre class="moz-signature" cols="132">--
My wife's sister is in California. I should buy her a Videophone2008!
Truly, The Next Best Thing to Being There!
--
Interlocking Business Solutions, LLC
856.380.0894
</pre>
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