ErlangC (version 0.1.0)

calculate_agents: Calculate Required Number of Agents This function calculates the required number of agents to achieve a specified service level and occupancy.

Description

Calculate Required Number of Agents This function calculates the required number of agents to achieve a specified service level and occupancy.

Usage

calculate_agents(
  call_count,
  call_period,
  avg_handle_time,
  target_anser_time,
  require_service_level,
  max_occupancy,
  shrinkage,
  max_agents = NULL
)

Value

A list containing the calculated metrics and the number of agents required.

Arguments

call_count

Numeric. The total number of incoming calls.

call_period

Duration. The time period over which calls are counted.

avg_handle_time

Duration. The average time taken to handle a call.

target_anser_time

Duration. The targeted time to answer a call.

require_service_level

Numeric. The required service level.

max_occupancy

Numeric. The maximum allowed occupancy level .

shrinkage

Numeric. The shrinkage factor to account for non-productive time .

max_agents

Integer. The maximum number of agents allowed.

Examples

calculate_agents(
  call_count = 100,
  call_period = lubridate::duration(30, "minutes"),
  avg_handle_time = lubridate::duration(180, "seconds"),
  target_anser_time = lubridate::duration(20, "seconds"),
  require_service_level = 0.8,
  max_occupancy = 0.85,
  shrinkage = 0.3,
  max_agents = 200
)