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ErlangXLS provides Excel AddIns to calculate Call Center staffing requirements based on the widely used formulas of Erlang C und Erlang B. This includes service level, average speed of answer, agent occupation, trunk load, etc.
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下载 (263 Kb)
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Call Center Planning, Call Center Staffing, Call Center Occupation, Service Level, Erlang C, Erlang B, Average Speed of Answer
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