Call centre telephony question

[RichardMGreen]

Hi all

I've got a spreadsheet that holds the volume of calls for any given day.
I've also got a rough percentage of how those calls are distributed throught the day in 15 minute intervals (i.e. 96 rows).

I need to find a way to do two things:-
work out how many calls will be answered by the staff available (or work out how many staff are needed to answer the calls)
Any calls not aswered should drop to the next 15 minute slot to be added to that slot's total.

Anyone any ideas?

All help greatly appreciated.

 

[kidwispa]

Hi all

I've got a spreadsheet that holds the volume of calls for any given day.
I've also got a rough percentage of how those calls are distributed throught the day in 15 minute intervals (i.e. 96 rows).

I need to find a way to do two things:-
work out how many calls will be answered by the staff available (or work out how many staff are needed to answer the calls)
Any calls not aswered should drop to the next 15 minute slot to be added to that slot's total.

Anyone any ideas?

All help greatly appreciated.

Hi Richard,

Assuming your data is laid out as below (amend to match your own layout):

Total number of calls - cell A2
% Split by 15 min period - cell A3 down

Add a column called "Avg Calls" in column B and in cell B3 add the formula

=$A2*A3 and copy down - this will give you average number of calls per 15 minute period

To work out the average call length divide the total number of calls by the total time. From this you should be able to work out how many people you would need.

Hopefully this will help you get started but if you'd like me to have a look at your actual data then either post on here or send it me via PM.

 

[RichardMGreen]

For my first 15 minute period I have an average of 217 calls with an AHT of 645 econds.
How would I work out I need to figure out how many staff I would need to answer them?

 

[jasonb75]

In principle

=217/(900/AHT)