Create a table with headers for Call Volume, AHT, Service Level Target, and Target Time. Step 2: Calculate Traffic Intensity (Erlangs)
Factor in time agents are away from their desks (breaks, training, meetings). How to Create an Erlang Calculator in Excel erlang calculator excel template download
Use your Excel template to simulate what happens if call volume spikes by 10% or if a new training session increases AHT. 🚀 Ready to optimize your workforce? Create a table with headers for Call Volume,