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We’ve just launched our new single-interval ErlangC calculator. It’s a Python-powered tool, now live on the Atlantic Insight website. This is the first in a series of Python-based calculators and tools that we’re developing, related to planning and performance within operational environments. The ErlangC equation is a standard method for estimating how many advisors are needed to meet a given service level target, defined as answering a set percentage of calls within a set number of seconds. It’s most effective where all advisors can handle all calls, and is typically applied to each 15- or 30-minute interval. The formula comes from queueing theory, a branch of Operational Research. Try it here: 🔗 https://lnkd.in/e9qjmgCg
Tim Almond
2mo
I might have the code for that somewhere ;-)
Alun Davies
2mo
I built one years ago using excel and Erlang workload , was pretty good if I say so myself , I’m sure things have moved massively in modelling ability in today’s world
It's all about planning
1moGreat work Phil. We are looking at how we modernise this linear handling model to factor in Omni channel capacity where an agent can work on 3 written tasks simultaneously, and if this wasn't hard enough 2 of them are synchronous (live chats with an in 60 seconds target) and the other is A-sync email with a 24 hour sla. We've created some simple modelling and now playing with IEX to see if we can replicate this in the WFM tool using routing, priority rules and interrupt configuration. Quite a challenge and we've not yet cracked it.