Wilk Strategy · tools

Just add one person.

Service level against agents on an Erlang C queue: at or below the offered load the queue cannot stabilize. Just above it, one agent moves service level by double digits. Past the requirement, the next agent buys very little. “Just add one person” is exactly right on one side of that line and a waste of a salary on the other.

The numbers here are simulated. Move them.

The interval

Contacts in the interval The interval is one hour.

Average handle time (seconds)

Answer within (seconds) The service-level threshold. The target share answered inside it is fixed at the model's 80%.

The staffing

Agents on the interval 21

Range spans from below the offered load to above the requirement.

Service level

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Occupancy

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Requirement

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Service level at each agent count Target Selected staffing

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