Topic outline
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Before attempting quizzes and assignments, please first watch the video clip. Sometimes, you may need to go over the video multiple times to understand all details. The courses are designed in a specific order. We recommended you follow it in that order.
At the end of the course, a certificate will automatically be generated. Good luck and enjoy your course
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To get introduced to the topic of this course, watch the video and make the accompanying quiz
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In this topic we will get familiar with the Erlang-C calculations. What are they used for and how do we use the calculators.
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This is the introduction video on how to install and use the Erlang Add-in with an Office 365 account. If you do not have an Office 365 account, please create a new account for free at Office.com, or purchase an Office 365 license. Please note that some company accounts restrict using add-ins. In that case, we advise creating a new free account at Office.com.
In the video, you will get information on how to create an account, install the add-in and learn how to use it.
To elongate your free trial to four months, please send your email address to support@ccmath.com. Do this within the first seven days. Otherwise, the first monthly/yearly fee will be deducted from your account. Please be aware that you can cancel your subscription at any time and that it is your responsibility to cancel the subscription in case you don't want to use the add-in. You can read our privacy policy and terms at Erlang.CCmath.com.
If you have any questions, please contact the support or leave a message to the teacher.
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If you don't have Office 365 license, you could use the offline Erlang Calculator sheet (you can find the file below: ErlangCCmath).
In this video, we will explain how you can install the module in Excel.
Please note that we have updated the Erlang Calculator. Therefore, you may find the current version is slightly different from the one explained in the video. This will not affect the functionalities you are going to use. The installation part is still the same.
The different parts include:
1) the layout of the examples shown in the Erlang C and Erlang X sheets.
2) the formula names.
Specifically, in the video, you will see "ServicelevelErlangC", "waitingtimeErlangC", "ServielevelErlangX", and so on. Now in the new version, to keep it clear and short, we give both Erlang C and Erlang X the same name.
For example, X_SLA for ServiceLevelErlangC and ServiceLevelErlangX. If you give the parameters needed for ErlangC, it will calculate via ErlangC, if you give full parameters for Erlang X, then it will calculate via Erlang X.
Please look up the help/ manual in the registration sheet and try out various formulas!
If you have any questions, please contact the support or leave a message to the teacher.
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View Make a submissionDownload the Exercise sheet. For an AHT of three minutes and an 80/20 service level, calculate the required number of agents without rounding for each interval. Sum these numbers over all intervals.
1) Calculate the required number of agents without rounding for each interval, then sum these numbers over all the intervals.
2) How many agent hours are required in total?
3) Do the same as question 1, but this time for the number of agents rounded up to the next integer (use an appropriate Excel function for rounding).
4) How many agent hours are required in total if we round agents in each interval?
5) What is the overall SL using the rounded number of agents?
Please note that when you submit the excel, paste your results in another sheet with "value only", so that the trainer can check both the results and the formulas.
Thanks!
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If you have any questions, please contact the support or leave a message to the teacher.
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If you have any questions, please contact the support or leave a message to the teacher.
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Receive a grade
Use the Same Forecasts from the previous exercises.
For AHT=3min, average patience 5 min, and SL=80/20, using Erlang-X, calculate for every interval the required number of agents, without rounding. Sum these numbers over all intervals.
1. How many agent hours are required in total?
2. Do the same but now for a maximum abandonment rate of 5%.
Please note that when you submit the Excel file, paste your results in another sheet with "value only", so that the trainer can check both the results and the formulas.
Thanks!
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To obtain this Certificate of Completion you must score 60% or higher on every assignment and quiz. The final assignment must be 80% or higher. You can retry every single topic as much as you would like. There is no limit in time or number of tries.
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