1. Calculation functions
  2. All Functions
  3. Call center planning functions

Call center planning functions enable you to model operational scenarios which involving 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.

NameDescription
AGENTSCalculates the number of agents required to service a given number of calls and meet the service level agreement.
AGENTSBCalculates the number of agents required to handle the busy-period call traffic, given a percentage of calls that might receive a busy tone.
ANSWERTIMECalculates the minimum waiting time required to maintain service level agreements.
ARRIVALRATECalculates the arrival rate of calls that can be received while guaranteeing the service level agreement.
AVGDURATIONCalculates the average duration of calls that are answered while guaranteeing the service level agreement.
AVGWAITCalculates the average waiting time for incoming calls.
ERLANGBAssumes no queue and calculates the probability a call will be blocked entirely.
ERLANGCAssumes an unlimited queue and calculates the probability a call will be placed in the queue.
SLACalculates the service level agreement (SLA), that is the percentage of incoming calls to be answered within a target answer time.