Hi all,

For the last few years I've been involved in forecasting and reforecasting so that we can get an idea of what PCA15 we can expect from each 15 minute interval throughout the day. In order to do this we have been using the SLA function which is part of the Erlang add-in for Excel.

The formula has been: sla(agents,service time,calls per hour,AHT). (Apologies if I'm teaching you how to suck eggs here)

This was all well and good and I've been getting good, accurate predictions on what the PCA15 is both per interval and end of day.

My problem is is that I'm now looking after a different client that doesn't have a PCA15 target, just a target for PCA alone.

At the moment that only way we are able to do this is by looking at historical data and building up a model to see what the PCA15 has been for each interval and then assessing what the PCA equivalent was.

Does anyone know of a better way of doing this?

Any help at all is appreciated.

Thanks
Mark

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