Inbound Forecasting Report
Inbound forecasting
This report uses Erlang B formulas to generate call center stats based on inbound call activity for selected campaigns and/or ingroups across a specified date range. From these statistics and also by entering a desired drop call rate, this report can be used to calculate a recommend number of agents to have on the phones to reach the desired drop rate entered.
CALLING HOUR = The hour interval being reported on.
CALLS = Number of calls showing activity in this hour interval. Unlike other reports, this includes calls that start in the preceding hour, if the length of the call causes the call to end in the current hour. Example: an inbound call to the system begins at 9:59am and lasts for three minutes, ending at 10:02am. This call will be counted in both intervals.
TOTAL TIME = The total amount of time calls were active within this call interval. This includes time in queue waiting for an agent, and as stated for the CALLS section above, calls starting in one hour and ending in the other will have the time spent in each interval counted in both. In the above example, 1 minute will be attributed to the 9am hour and 2 minutes to the 10am hour.
AVERAGE TIME = The average call length for the interval, taken by dividing the total time of call activity within this interval divided by the number of calls active within this interval.
DROPPED HOURS = The total amount of time taken by calls that were dropped with time active within this call interval.
BLOCKING = The drop rate, expressed as a decimal in TEXT or a percent in graph form, of an hourly interval. This is taken by dividing the number dropped calls active in the hour by the number of calls active in the hour.
ERLANGS = Number of Erlangs for the hour. Erlangs are calculated by taking the number of calls received in an interval, multiplied by the average duration of a call expressed as a decimal value relative to the interval. For example, if 100 calls came in during an hour, and the average call length is 6 minutes, the Erlang value is 100 calls/hour * .1 hour (6 minutes is 1/10th of an hour), or 10.
GOS = 'Grade of Service'. This is the probability that a call is dropped, which is given by the equation
GoS = (EM/M!)/(∑Mn=0 En/n!)
where -GoS- is the desired drop rate, -E- is the Erlang value, and -M- is the number of lines/agents needed
REC AGENTS = The recommended number of agents needed to meet the desired drop rate or the desired queue probability. For the Erlang B report it uses the formula
GoS = (EM/M!)/(∑Mn=0 En/n!)
where -GoS- is the desired drop rate, -E- is the Erlang value, and -M- is the number of lines/agents needed. For the Erlang C report, the equation used is:
Pqueued = (EM/M!)/[EM/M! + (1 - E/M)∑M-1n=0 En/n!]
where Pqueued is the queue probability, -E- is the Erlang value, and -M- is the number of lines/agents needed
EST AGENTS = The estimated number of agents based on the current drop rate and Erlangs, as entered by the user, for the hours being reported on. This is reached by using the Erlang B formula, which is
GoS = (EM/M!)/(∑Mn=0 En/n!)
where -GoS- is the current drop rate, -E- is the Erlang value, and -M- is the number of lines/agents
CALLS/AGENT = The average number of calls each agent received for the time interval, gotten by dividing the number of calls by the number of agents (estimated, if an -actual agent- value is not given)
Date range : 2022-02-21 to 2022-02-21 (1==0 && 0==0)
Campaigns :
In-groups : 0001
MULTI-GROUP BREAKDOWN
GROUP IVRS / DROPS / CALLS
Time range: 2022-02-17 00:00:00 to 2022-02-17 23:59:59
TOTALS
Total calls routed:
0
Average Call Length for routed Calls:
0 seconds
Answered Calls:
0 0%
Average queue time for Answered Calls:
0 seconds
Calls taken into the IVR:
0
DROPS
Total DROP Calls:
0
Average hold time for DROP Calls:
0 seconds
Drop rate for calls >= 5 seconds
0 0%
Drop rate for calls >= 10 seconds:
0 seconds
CUSTOM INDICATORS
GDE (Answered/Total calls taken in to this In-Group):
0
ACR (Dropped/Answered):
0 seconds
AHT (Agent-Answered calls / Handle Time sec):
0 0%
OCR Occupancy Rate = (Handle Time / Handle + Wait sec): *Handle Time = (Talk+Hold+Dead+Dispo sec)
0 seconds
TMR1 (Answered within seconds/Answered):
0 0%
TMR2 (Answered within seconds/Answered):
0 seconds
SL-1 ( within seconds/All Calls)
0 0%
SL-2 ( within seconds/All Calls)
0 0%
CUSTOM INDICATORS
GDE (Answered/Total calls taken in to this In-Group):
0
ACR (Dropped/Answered):
0 seconds
AHT (Agent-Answered calls / Handle Time sec):
0 0%
OCR Occupancy Rate = (Handle Time / Handle + Wait sec): *Handle Time = (Talk+Hold+Dead+Dispo sec)
0 seconds
TMR1 (Answered within seconds/Answered):
0 0%
TMR2 (Answered within seconds/Answered):
0 seconds
SL-1 ( within seconds/All Calls)
0 0%
SL-2 ( within seconds/All Calls)
0 0%
QUEUE STATS
Total Calls That entered Queue:
0
Average QUEUE Length for queue calls:
0 seconds
Average QUEUE Length across all calls:
0 0%
FORECASTING REPORT
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
Total: 0
CALLING HOUR
CALLS
SALES
TOTAL TIME
AVG TIME
DROPPED HRS
BLOCKING
ERLANGS
GRADE OF SERVICE
REC AGENTS
EST AGENTS
CALLS PER AGENT
PLEASE SELECT AN IN-GROUP AND DATE RANGE ABOVE AND CLICK SUBMIT