What is the Corelation Between ASA, AHT and Service Level In WFM?

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Written by Jonty Pearce

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

Erlang C Formula – Made Simple With an Easy Worked Example

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

Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.

He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.

He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."

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