A guide to our call centre simulation app
Click here to try our call centre simulation app 1. Introduction to Simulation Discrete-event simulation is a technique used to model how a real-world system behaves over time. In a contact centre context, a simulation recreates the flow of calls through an operation, from arrival, to waiting in a queue, to being answered or abandoned. […]
About Erlang C
The ErlangC equation is a standard tool in inbound contact centres for estimating the number of advisors needed to meet a service level target, typically defined as answering a set percentage of calls within a specific number of seconds. It works best in environments where every advisor can handle every call, and is usually applied […]