Service Level & ASA from Erlang C
This lesson is part of the course
In this lesson
You turn the probability of waiting into the service level (share of calls answered within 20 seconds), the ASA and occupancy for three staffing options.
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Lessons in this course
- Core Contact Center KPIs: AHT, ASA, Abandonment & FCR Locked
- Traffic Intensity in Erlangs & Occupancy Locked
- Erlang C: the Probability That a Caller Waits Locked
- Service Level & ASA from Erlang C Locked
- Agents Needed for an 80/20 Service Level Locked
- Shrinkage, Scheduled Agents & FTE Locked
- Interval Forecasting: the Intraday Call Profile Locked
- Cost per Contact & Staffing Cost Scenarios Locked