Call center planning functions - Anaplan Technical Documentation

Use call center planning functions to model operational scenarios that involve a queue to be served by a person or a machine.

Typically, you use call center planning functions to predict the 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
Number of available agents

Call center planning functions are unavailable in Polaris. Learn more about the differences between Anaplan calculation engines.

Title	Description
AGENTS	The AGENTS function calculates the number of servers (or agents) needed to fulfil requests within a target time.
AGENTSB	The AGENTSB function calculates the number of servers required to answer a specified percentage of calls (or SLA) within a busy period.
ANSWERTIME	The ANSWERTIME function calculates the minimum hold time required to answer a certain percentage of calls, or service level agreement (SLA).
ARRIVALRATE	The ARRIVALRATE function calculates the maximum interval between requests possible while processing a specified percentage of these requests.
AVGDURATION	The AVGDURATION function calculates the required average duration of calls in order to answer a certain percentage of calls, or service level agreement (SLA).
AVGWAIT	The AVGWAIT function calculates the average waiting time for a request or call to be processed.
ERLANGB	The ERLANGB function determines the probability of a request being blocked given a specified number of servers, arrival rate of requests, and the average service duration.
ERLANGC	The ERLANGC function determines the probability of a request being placed in a queue given a specified number of servers, arrival rate of requests, and the average duration to process requests.
SLA	The SLA function calculates what percentage of calls must be answered within a target answer time, or service level agreement (SLA).