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Math Help - Calculate queuetime for incoming calls to callsenter

  1. #1
    Newbie
    Joined
    Nov 2012
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    Norway
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    Calculate queuetime for incoming calls to callsenter

    Can I calculate the average time a calling customer will have to wait on the line until the call is answered, by using the following information;

    Average handle time on each call
    Number of agents answering
    Number of calls that's being offered/are coming in


    I would like to make a graphic presentation like the one in the picture below.
    This example shows a diagram of the waiting time being reduced as the number of agents increases (don't know why it's so small).
    The handle time and the waiting time is expressed in seconds. The language is in norwegian.
    Calculate queuetime for incoming calls to callsenter-skjermbilde.png
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  2. #2
    MHF Contributor
    Joined
    Sep 2012
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    Australia
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    Re: Calculate queuetime for incoming calls to callsenter

    Hey AnalystNewbe.

    What mathematics packages do you have?

    Some suggestions for free packages include R and Octave to generate these plots:

    The R Project for Statistical Computing

    GNU Octave
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