How to Measure Workload

Author: CCa2z

Date: 26th November 2009

Workload 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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