Call Load

Author: CCa2z

Date: 26th November 2009

Call load represents call handling time and is generally expressed in hours.

This can be expressed as Average Handle Time (AHT) x Call Volume.

One hour of workload is equiavent to one erlang.

Workload = calls in 1 hour x AHT (secs) 

Following the table below, between 09:00-10:00, we have 6.9 erlang hours of workload;

  • 125 calls x 200 sec AHT = 25,000 secs of workload
  • 25,000 secs of workload divided by seconds available in one hour, 3,600
  • Equals 6.9 erlangs

 

Sec/hr

Calls

AHT

Workload

Erlang

09:00

3,600

125

200

25,000

6.9

10:00

3,600

300

200

60,000

16.7

11:00

3,600

370

200

74,000

20.6

12:00

3,600

310

200

62,000

17.2

13:00

3,600

275

200

55,000

15.3

14:00

3,600

310

200

62,000

17.2

15:00

3,600

350

200

70,000

19.4

 


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