User's Manual

Using reports for ACD planning
112 BCMS Operations
y (number of agents) = 7
From exact calculations, the use of six agents implies that 1 percent of the incoming calls
will wait more than 40 seconds.
Average service time engineering tables
Use these tables to determine how many agents and trunks will be required to handle a
given number of incoming calls. Each split should be designed individually for the number
of agents and trunks required, subject to any pertinent system limitations. You should
anticipate any planned future growth, but do not exceed the maximum values of the ACD
parameters supported by the BCMS feature.
These tables contain data that describe 7, 15, 30, 45, 60, 90, 120, 180, 240, 300, and 600
second service times. Choose the appropriate table for the average talk time of the ACD
split. These tables were prepared by using a range of 1 to 1000 agents. For small service
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
5.05 200 7.27 200
6 238 251 257 198 8 217 226 231
y
= number o f agents needed when a 75 − second service time is desirable
y
= y
0
+ (y
1
− y
0
)
x
1
− x
0
x − x
0
_ _______
y
= 5. 05 + ( 7 − 5. 05 )
90 − 60
75 − 60
_ _______
y
= 5. 05 + ( 1. 95 × 0. 50 )
y
= 6. 02 ( or 6 )