In this three-hour course, we discuss how
to make service level predictions and safety staffing calculations in a Single-Skill
System. The Single-Skill System is the most basic system in contact centers,
which implies only single-skill agents are considered. It is also the only
system we can directly apply Erlang formulas: Erlang C and Erlang X. The main
aim of this course is to help you go through the basic idea (both assumptions
and background) underlying the Erlang formulas (e.g., what are the differences
between Erlang C and Erlang X?) and provide a step by step guide to implement
the calculations in Excel. You will also get access to our online Erlang add-ins
to play with our variants of Erlang formulas to predict various criteria (e.g.,
abandonment, occupancy, etc.).
This course only requires you to have the
knowledge of how to use Excel in a contact center. You will find the course is
easier to follow if you have knowledge of Theory of Variability and Call Arrival
Process, but they are not mandatory.
This course is one of the seven courses in
the Capacity Training and one of the eight courses in the Intra-Day Training.