The AGENTS function calculates the number of servers (or agents) needed to fulfil requests within a target time.

For example, you can use the AGENTS function to calculate the number of servers needed at peak times to maintain a certain speed of response.

AGENTS(SLA, Target response time, Arrival rate, Average duration)

ArgumentData typeDescription
SLANumberThe percentage of requests that need to be processed within the Target response time.
Target response timeNumberThe time period within which each request must be responded to.
Arrival rateNumberThe interval between the arrival of each request.
Average durationNumberThe average duration it takes to process each request.

The AGENTS function returns a number, which is the number of servers, or agents, required to process requests within the SLA.

The Target response time, Arrival rate, and Average duration arguments do not have to use a specific time unit. For example, they can use seconds or minutes. However, all three arguments must use the same time unit.

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

In this example, the Call Centers list is on columns, and line items on rows. The first four line items contain the data for the AGENTS function for each call center:

  • The percentage of calls that must be responded to within the target response time, or SLA (uses the percentage number Format)
  • The target response time to begin processing requests within
  • The interval between each request arriving
  • The average duration it takes to complete requests

The Servers to meet SLA line item uses the AGENTS function to calculate how many agents are needed to answer the percentage of calls specified in the SLA within the target response time.

The Amended Target Response Time line item enables you to amend the target response time. This is used in the Updated Servers with amendment line item, which calculates how many agents are needed to respond to requests within the amended response time while maintaining the SLA.

Call Center 1Call Center 2Call Center 3Call Center 4
Service Level Agreement85%87%92%85%
Target Response Time15181712
Request Arrival Rate0.76840.93581.4261.219
Average Duration18.6723.2524.8717.39

Servers to meet SLA

AGENTS(Service Level Agreement, Target Response Time, Request Arrival Rate, Average Duration)

Amended Target Response Time10101010

Updated Servers with amendment

AGENTS(Service Level Agreement, Amended Target Response Time, Request Arrival Rate, Average Duration)