Hi ALL,

I work on a capacity Planner which has every thing in it except of SLA (80,30) Targets.

I have the following :-
Client Forecast
AHT
Utilization
Shrinkage
Attrition

What I want is to add up the SLA Target in My Planner and i am unable to do that.

I tried doing it through Erlang However the Erlang would work on Calls per hour and here i calculate Answering capacity of the whole day/Week/Month.

I Don't have Old call volumes/patterns.

Please help.

Hi,


To calculate service level you would need to use the Erlang-C formula.

The best way is to make a seperate calculation for each interval but as you state you don't have the arrival pattern, your only option is to do it for the whole day/week/month.

You can still use the erlang-c forumla but you have to calculate the volume per hour.

If your volume is 1200 per day, it is 1200/8 = 150 per hour
If your volume is 6000 per week, it is 6000/5/8 = 150 per hour
and so on...

The downside ofcourse is that this assumes a flat arrival pattern which is never the case but with some tweaking you should be able to get close.

Hi,

Thanks for the help.

I will follow the same in my planner and update the post with results.

Thanks again.