calculate_agents {ErlangC} | R Documentation |
Calculate Required Number of Agents This function calculates the required number of agents to achieve a specified service level and occupancy.
Description
Calculate Required Number of Agents This function calculates the required number of agents to achieve a specified service level and occupancy.
Usage
calculate_agents(
call_count,
call_period,
avg_handle_time,
target_anser_time,
require_service_level,
max_occupancy,
shrinkage,
max_agents = NULL
)
Arguments
call_count |
Numeric. The total number of incoming calls. |
call_period |
Duration. The time period over which calls are counted. |
avg_handle_time |
Duration. The average time taken to handle a call. |
target_anser_time |
Duration. The targeted time to answer a call. |
require_service_level |
Numeric. The required service level. |
max_occupancy |
Numeric. The maximum allowed occupancy level . |
shrinkage |
Numeric. The shrinkage factor to account for non-productive time . |
max_agents |
Integer. The maximum number of agents allowed. |
Value
A list containing the calculated metrics and the number of agents required.
Examples
calculate_agents(
call_count = 100,
call_period = lubridate::duration(30, "minutes"),
avg_handle_time = lubridate::duration(180, "seconds"),
target_anser_time = lubridate::duration(20, "seconds"),
require_service_level = 0.8,
max_occupancy = 0.85,
shrinkage = 0.3,
max_agents = 200
)
[Package ErlangC version 0.1.0 Index]