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It depends...
You will really have to try it to see what works for you.
Fortunately, Halloo lets you add and remove agents at any time so you can get the plan right for you.
There are three things that matter for how many agents you need
Here is a table with some examples:
| Number of Calls (hourly) | 10 | 20 | 60 | 10 | 20 | 60 |
| Length of call | 240 sec | 240 sec | 240 sec | 360 sec | 360 sec | 360 sec |
| Wait Time | 20 sec | 20 sec | 20 sec | 20 sec | 20 sec | 20 sec |
| Meeting Target | 80% | 80% | 80% | 80% | 80% | 80% |
| Agents Needed | 2 | 3 | 7 | 3 | 4 | 9 |
| Simultaneous Calls | 4 | 5 | 9 | 5 | 6 | 12 |
If you have questions about other scenarios, please ask us by e-mail to [email protected] and we can add them.
The calculations are based on tables made by Erlang (Agner Krarup Erlang, 1878 - 1929, who was a Danish mathematician, statistician and engineer). He invented the fields of traffic engineering and queueing theory.
FlexCall Center Brochure 2008