1. Calculation functions
  2. All Functions
  3. Call Center Planning Functions

These functions allow you to model operational scenarios involving queuing to be served by a person or a machine. Typically this is used to predict operational performance of a call center. They calculate the number of agents required to meet a service level agreement based on certain baseline assumptions, such as incoming call rate, average call duration, and number of available agents is essential.

Name Description
ERLANG-C Assumes an unlimited queue and calculates the probability a call will be placed in the queue.
ERLANG-B Assumes no queue and calculates the probability a call will be blocked entirely.
SLA Calculates the service level agreement (SLA), that is the percentage of incoming calls to be answered within a target answer time.
AGENTS Calculates the number of agents required to service a given number of calls and meet the service level agreement.
AGENTSB Calculates the number of agents required to handle the busy-period call traffic, given a percentage of calls that might receive a busy tone.
ARRIVALRATE Calculates the arrival rate of calls that can be received while guaranteeing the service level agreement.
AVGDURATION Calculates the average duration of calls that are answered while guaranteeing the service level agreement.
ANSWERTIME Calculates the minimum waiting time required to maintain service level agreements.
AVGWAIT Calculates the average waiting time for incoming calls.

For details of the individual functions with examples of how to work with them, click the names of the functions.

The Call Center Planning App is available under Operations on Anaplan's App Hub.