Final Assignment

Consider a call center with inbound and email. 

For the inbound FC, see assignment-input.xlsx. The AHT for inbound = 4 min, the required SL 80% within 20s, average patience 5 minutes, shrinkage 15%.

a. Compute the required number of agents per interval using the Erlang X formula. Do not round.

The FC of email is 20% of the inbound FC, the AHT is 6 min, shrinkage is 10%.

b. Compute the required number of agents per interval for email if emails are handled in the interval in which they arrive.

All agents do full time shifts (4h - 30 min break - 4h).

c. Find using the solver the minimal number of agents (considering the shift) in total, satisfying the requirements.

d. What is the total overcapacity with respect to the required staffing? What is the overall occupancy?

Now email has an AWT of 2.5 hours (i.e., an email arriving in the 9:00-9:30 interval must be handled before 11:30).

e. Find again the optimal schedule.

f. In this situation, what is the overcapacity and the occupancy?

g. Answer the same questions for the situation where you start the day with backlog of 100 e-mails (that have to be answered in 2.5h) and where you can transfer the last 100 e-mails to the next day.