The ARRIVALRATE function calculates the maximum interval between requests possible while processing a specified percentage of these requests.
For example, you can use the ARRIVALRATE function to calculate how much time agents have available for other tasks.
ARRIVALRATE(Number of servers, SLA, Target response time, Average duration)
|Number of servers||Number||The number of servers (for example, call center agents) available to process requests.|
|SLA||Number||The percentage of requests that need to be processed within the Target response time.|
|Target response time||Number||The time period within which each request must be responded to.|
|Average duration||Number||The average duration it takes to process each request.|
The ARRIVALRATE function returns a number. This is the maximum possible interval between the arrival of requests while processing the percentage of requests specified in the SLA argument.
The Target response time and Average duration arguments do not have to use a specific time unit. For example, they can use seconds or minutes. However, both arguments must use the same time unit.
The maximum number you can use for the Number of servers argument is five million.
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 ARRIVALRATE function for each call center:
- The number of servers available to process requests
- The percentage of calls that must be responded to within the target response time, or SLA
- The target time to respond to calls within
- The average duration it takes to complete requests
The Arrival rate for SLA line item uses the ARRIVALRATE function to calculate the fastest arrival rate requests can be answered within while the SLA is maintained.
The Increased SLA line item enables you to amend the SLA. This is used in the formula in the Arrival rate for increased SLA line item, which calculates the fastest arrival rate requests can be answered within while the increased SLA is maintained.
Both of the line items that contain formulas use the Percentage format with two decimal places to display the possibility as a percentage.
|Call Center 1||Call Center 2||Call Center 3||Call Center 4|
|Number of Servers||17||24||39||24|
|Service Level Agreement||85%||97%||92%||85%|
|Target Response Time||15||18||17||12|
Arrival rate for SLA
Arrival rate for increased SLA