Avaya Basic Call Management System (BCMS) Manual de usuario descargar pdf (Pagina 108)

Using reports for ACD planning

108 BCMS Operations

Note:

Note: The actual busy-hour calling rate depends on the number of agents staffed

and the particular application. Obviously, the numbers that are identified

here as being typical would be much too high for five agent positions and too

low for 30 agent positions. The numbers given are only for illustration.

4. After choosing the appropriate table and delay column, find the entry in the table for

busy-hour calls that is greater than or equal to the number of busy-hour calls chosen.

5. The number of agent positions required is found in the Number of agents column of

the table.

6. You can interpolate between the tables (for different call service times), between the

columns (for different delay times), and between the rows (for different number of calls

per hour).

The Average service time engineering tables

on page 112 were prepared by using a range

of 1 to 1000 agents. For small service times, this yields high traffic rates, even for a small

number of agents. The high traffic rates are presented in the tables for completeness only.

Agent engineering examples

This section provides agent engineering examples.

Example 1

The classified ads department of a newspaper receives 160 calls per hour. The average

time an agent spends on each call is three minutes. If most of the calls should be

answered in less than 30 seconds, how many agents should be employed in this

department?

The engineering table 180 seconds average service time

on page 127 provides data

for 180-second (3-minute) call durations. Under the 30-second column heading (Average

speed of answer), find the first entry greater than 160 calls per hour (175). Follow this row

left to the agents column and find 12 agents. The number of agents required to answer 160

calls (of 3-minute duration) per hour with 90 percent of the callers waiting less than 30

seconds is 12 agents.

For this example, consider the efficiency of the agents and the sensitivity of the parameters

to changes in the call arrival rate. The efficiency of the agents is the ratio of the number of

agent hours spent on the telephone to the number of agent hours in an hour. The number

of agent hours spent on the telephone is 160 calls per hour times 0.05 hours (3 minutes),

which equals 8 agent hours. Therefore, the efficiency is 8/12 (12 agents for 1 hour), which

equals 0.67 or 67 percent.

Suppose the calls per hour increased to 185 calls per hour. The efficiency is now

(185 x 0.05)/12 = 0.77 or 77 percent. The efficiency has increased, but this added

efficiency is not free of charge. The delay criterion has changed significantly from about 1.6

percent of all calls taking longer than 30 seconds for an agent to answer to about 15.0

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Avaya Basic Call Management System (BCMS) Manual de usuario Pagina 108