What is the Corelation Between ASA, AHT and Service Level In WFM?
Can anyone please share the details.
Question asked by Deepak
The Erlang Formula
There is a correlation but the maths is quite hard. It is called the Erlang formula.
See this link
It is easiest to see it in action using the Erlang Calculator
https://www.callcentretools.com/tools/erlang-calculator/
With thanks to Jonty
Author: Jonty Pearce
Published On: 12th Apr 2022 - Last modified: 24th Feb 2025
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