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;
Sec/hr
Calls
AHT
Workload
Erlang
09:00
3,600
125
200
25,000
6.9
10:00
300
60,000
16.7
11:00
370
74,000
20.6
12:00
310
62,000
17.2
13:00
275
55,000
15.3
14:00
15:00
350
70,000
19.4
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