Examples from "Call Center Optimization " (page 4):
- FC = 100 per quarter, AHT = 3m30, number of agents = 24
- FC = 100 per quarter, AHT = 3m30, required SL = 80% within 20 seconds
These calculators are based on CCmath engines.
They can be implemented in any software tool and also be called from within Excel.
For more information on these engines please contact CCmath.
The calculators are meant as an illustration of the "Call Center Optimization" book.
They should not be used without a thorough understanding of their specifications and limitations.
Available at:
(in most countries the cheapest option)