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qplanr

Call Centre Resourcing Shiny App

qplanr

Call Centre Resourcing Shiny App

https://deanmarchiori.shinyapps.io/qplanr/

About this App

The QplanR tool will calculate the number of call centre agents required to staff a call centre queue using the Erlang-C traffic formula.

Assumptions

The Erlang C traffic model is an analytical model for estimating the performance of telecommunications systems which incorporate queueing. Queuing applications include switchboard operators and ACD Call Centre agents. The model makes the following assumptions:

Inputs

Outputs

The calculator will provide the number of agents required to keep service levels within target based on the user inputs and the assumptions above.

Using the modelled number of agents, key indicators are estimated such as probability of calls queueing and ASA. A chart is also produced to show the imapct on GOS for over/under resourcing the queue.