Call Centre Calculator

Enter parameters here -->

Service
Time
Calls per
SLA%
(sec)
Hour
90%
30
200

# Agents # Trunks
12
24
13
23
Answers are given here -->
14
22
15
22
16
22
17
21
18
21
19
21
20
21
21
21

With this no. of agents etc -->

Service level could be -->

or
or

Copyright CCa2z 2004

SLA%
100%
95%
90%
85%
80%
75%
70%
65%
60%
55%
50%

AHT
MaxWait
(secs)
(secs)
180
30

SLA% % Queued Aband'd Utilisation

70%
45%
30%
83%
86%
29%
15%
77%
94%
17%
6%
71%
98%
10%
2%
67%
100%
6%
1%
63%
100%
3%
0%
59%
100%
2%
0%
56%
100%
1%
0%
53%
100%
0%
0%
50%
100%
0%
0%
48%

Agents
14

Calls per
hour
200

in
in
in
in
in
in
in
in
in
in
in

Service
Time
45
33
20
7
0
0
0
0
0
0
0

AHT
(secs)
180

secs
secs
secs
secs
secs
secs
secs
secs
secs
secs
secs

0.056015
0.070048
0.05

ASA
(secs)
40
17
8
4
2
1
0
0
0
0

Queue
Time
Average
(secs)
Queue
90
2
60
1
45
0
36
0
30
0
26
0
23
0
20
0
18
0
16
0