Agree with your points.On point 3, I read Bill's "answer" as a person and not an IVR, hence I confused things a little.
As to Erlang, at its basic, it tells you how many bums on seats you need to answer the volume of calls presented. You then need to add in after call work, training, sickness, vacations, etc. to calculate how much sta…
Agree with your points.On point 3, I read Bill's "answer" as a person and not an IVR, hence I confused things a little.
As to Erlang, at its basic, it tells you how many bums on seats you need to answer the volume of calls presented. You then need to add in after call work, training, sickness, vacations, etc. to calculate how much staff you need. There are a whole lot of consultants out there who profess to be experts and resolve your problems. It's a massive industry!
Agree with your points.On point 3, I read Bill's "answer" as a person and not an IVR, hence I confused things a little.
As to Erlang, at its basic, it tells you how many bums on seats you need to answer the volume of calls presented. You then need to add in after call work, training, sickness, vacations, etc. to calculate how much staff you need. There are a whole lot of consultants out there who profess to be experts and resolve your problems. It's a massive industry!