Erlang Forecasting in Excel - mins in interval: Planning, Strategy and Management discussion at CallCentreVoice

CallCentreVoice Topic Erlang Forecasting in Excel - mins in interval

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Philip James on 9/10/2008 00:47:29.
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Philip James Call & Resource Specialist MBF 3 posts 0 friends welcomed	Erlang Forecasting in Excel - mins in interval [9/10/2008 00:47:29]
	Hi All, My call centre is moving to ASA target forecasting from forecasting with a GOS target. I have an excel plugin called AgentsASA, I think from erlang.co.uk but it does not allow you to specify how many minutes in the interval and bases it's calculations off an interval of 1 hour. Our intervals are 15 minutes so it's not providing an accurate picture. Does any one out there have an erlang add-in for an ASA target where you can specify the duration of the interval? Cheers Philip

Philip James Call & Resource Specialist MBF 3 posts 0 friends welcomed	Found it! [9/10/2008 05:39:38]
	I think I've found the solution, simply multiply the volume by 4 as the model works on traffic intensity. ie =AgentsASA(ASA Target, Volume*4, AHT) This returns the correct values. Cheers

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