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STEP 1: Go through the sheet below in and enter in your INPUTS in YELLOW CELLS.
STEP 2: Take the Output in the GREEN cell to the ErlnagC Calculator Sheet, and use the calculator to estimate
INPUTS IN YELLOW
Assumptions Notes
Pages per Unique User 3 ratio of product page views/ unique viewer
Chat Requests per Unique User 5% percentage of unique users requesting a chat (hittin
Accept rate for pushed chats 10% rate shopping cart abadons accept a pushed chat s
Hours of operation factor 50% percentage of unique users during chat hours of op
Number of hours of chat operation 4 Reduces "Total chats per day" column to "Chats/ho
Acceptable delay (sec) 20 For use in Erlang C calculator tab
Number of concurrent chats per agent 3 For use in Erlang C calculator tab, not more than 5.
Duration of average chat (sec) 600 For use in Erlang C calculator tab
ors to determine how many chat agents needed in Customer Support.
n YELLOW CELLS.
or Sheet, and use the calculator to estimate the number of agents needed.
Chats pushed per period Chats per day Chats/hour during chat hours
- 75 19
- 75 19
- 50 13
- 50 13
- 50 13
- 83 21
1,500 38 9
1,500 421 105
Step 1
Go to : http://www.erlang.com/calculator/erlc/
Step 2
- In "Calls per hour", put in the number of chats expected into the contact center
- In "Call Duration", put in the AHT of the typical chat session in seconds divided by the maximum number of concurrent chats
- in "Avg. Delay" set it to 5-15 seconds. The longer the acceptable delay, the fewer number of agents required.
Step 3
Call
Calls per duration Avge Agents
hour (s) delay (s) required
80 200 20 7
90 200 20 8
100 200 20 9
110 200 20 9
120 200 20 10
130 200 20 10
ation, and delay.
mber of concurrent chats a typical agent can handle in this environment, suggest 2, not more than 3.