Erlang C
Verb: erlangC
Applies the Erlang C calculation according to the values entered in the parameters, and returns the ref(erlangC::adjustedServiceLevel), Lines, Call on hold and the Agent occupancy.
Syntax
erlangC --callsperinterval(Numeric) --interval(TimeSpan) --averagehandlingtime(TimeSpan) [--advancedsettings(Boolean)] --requiredservicelevel(Numeric) --requiredanswertime(TimeSpan) [--shrinkage(Numeric)] (Boolean)=success (Numeric)=agentOccupancy (Numeric)=optimalAgentLines (Numeric)=probabilityOfCallWait (Numeric)=adjustedServiceLevel
Inputs
| Script | Designer | Required | AcceptedTypes | Description |
|---|---|---|---|---|
| --callsperinterval | Number of Calls | Required | Number | Amount of phone calls during a specified time interval. |
| --interval | Interval | Required | Time Span | Time interval that the calls defined in Number of Calls occur.
The standard time interval is 1 hour. |
| --averagehandlingtime | Average handling time | Required | Time Span | Average time that a phone call takes place. |
| --advancedsettings | Advanced settings | Optional | Boolean | When enabled, shows the options below. |
| --requiredservicelevel | Service level | Only whenAdvanced settings is True | Number | Percentage of expected service quality.
The expected service level is 85%. |
| --requiredanswertime | Wait Answer Time | Only whenAdvanced settings is True | Time Span | Average waiting time to answer calls.
The standard answering time is 30 seconds. |
| --shrinkage | Shrinkage | Optional | Number | Probability that one of the agents is not available to answer a call. |
Outputs
| Script | Designer | AcceptedTypes | Description |
|---|---|---|---|
| success | Success | Boolean | Returns "True" if successful in executing the command, or "False" otherwise. |
| agentOccupancy | Agent occupancy | Number | Percentage of time spent on answering calls. |
| optimalAgentLines | Lines | Number | Amount of available agents to answer calls. |
| probabilityOfCallWait | Call on hold | Number | Probability of the call being put on hold. |
| adjustedServiceLevel | Service level | Number | Recalculated service level returning a more accurate result, using the number of found agents. |
Example
Command performs the calculation of Erlang C, according to the values .
defVar --name success --type Boolean
defVar --name agentOccupancy --type Numeric
defVar --name waitCall --type Numeric
defVar --name lines --type Numeric
defVar --name serviceLevel --type Numeric
erlangC --callsperinterval 500 --interval 01:00:00 --averagehandlingtime 00:03:00 --advancedsettings --requiredservicelevel 0.70 --requiredanswertime 00:00:20 --shrinkage 0 success=success agentOccupancy=agentOccupancy lines=optimalAgentLines waitCall=probabilityOfCallWait serviceLevel=adjustedServiceLevel
logMessage --message "Success: ${success}\r\nAgent Occupancy: ${agentOccupancy}%\r\nlines: ${lines}\r\nWaiting calls: ${waitCall}\r\nService level: ${serviceLevel}" --type "Info"
// Success: True
// Agent Occupancy Percentage: 0.862%
// Lines: 29
// Waiting calls: 0.341
// Service level: 0.781
Remarks
In the Service level, Shrinkage input parameters and the Agent occupancy output parameter, decimal values between 0 and 1 are used, representing from 0% to 100%.