User's Manual

Engineering ACD applications with report data
Issue 5.0 May 2005 111
Now you can fill in the first blank: 197 calls per hour under the 40-second delay time
heading. Repeat the interpolation process three more times to come up with the
figures 251, 201, and 226.
So now we know that 5.05 agents would be needed when a 60-second service time is
desirable. Repeat the above interpolation process once (for a 90-second service time) to
come up with the result:
60 seconds average service
time
75
seconds
90 seconds average service
time
Average speed of
answer
Average speed of
answer
Agents 30 40 45 Agents 30 40 45
5 186 197 202 7 194 201 205
? 200 ? 200
6 238 251 257 8 231 226 242
y
= number o f agents needed when a 60 − second service time is desirable
y
= y
0
+ (y
1
− y
0
)
x
1
− x
0
x − x
0
_ _______
y
= 5 + ( 6 − 5 )
251 − 197
200 − 197
_ _________
y
= 5 + ( 1 × 0. 055 )
y
= 5. 05