[Asterisk-Users] OT Number of Agents for Tech Support Call Center

[Steve Totaro]

Thanks a million, good reading there.

I also found this:
http://www.diagnosticstrategies.com/traffic_modeling.htm


----- Original Message ----- 
From: "Steven Kalcevich" <lists at ciscokid.net>
To: "Asterisk Users Mailing List - Non-Commercial Discussion"
<asterisk-users at lists.digium.com>
Sent: Sunday, July 17, 2005 7:25 PM
Subject: Re: [Asterisk-Users] OT Number of Agents for Tech Support Call
Center


> HI there
>
> Try this
>
> http://www.erlang.com/calculator/erlc/
>
> http://www.erlang.com/calculator/erlb/
>
>
>
>
> Steve Totaro wrote:
>
> > This is off topic but also seems like the best place to get an
> > educated answer.  I am looking for an estimated ratio of users to
> > agents.  The call center will handle all calls for the enterprise and
> > hand off tickets to tier two and three if they cannot be resolved by
> > the intial call.  Supporting Windows systems, logins, MS apps,
> > printers... etc, nothing special.
> >
> > Does anyone know the magic ratio off hand?
> >
> > Thanks,
> > Steve
> >
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