Taske Call Center Management Tools Traffic Analyzer Instructions Manual

Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-11-Using the Traffic Analyzer program
Creating a Traffic Analysis
The Calculation Wizard prompts for all of the information needed to create a
graph of the traffic analysis calculation.
1. Click the Calculation Wizard button.
2. The Statistic Selection dialog box appears. Choose the class of
algorithm for the traffic calculation.  The choices are:
Erlang C ModelErlang C modeling assumes calls placed by a source that are...

Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-12-Choose the class of algorithm (Erlang B, Erlang C, or Poisson) to use for
the traffic calculation, and click Next.
3. Depending on which traffic model was selected, one of three dialog
boxes open.  The dialog boxes are illustrated below.  Each dialog box
contains a list of formulae, which corresponds to the traffic model
selected.
Tip  To get detailed information on any dialog box in the Wizard, click its...

Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-13-Erlang C
Selecting Erlang C opens the dialog box illustrated below.
The Erlang C Selection allows the following calculations to be performed.
The explanation of each of the parameters shown above together with an
example indicates how these calculations are used to manage Call Center
traffic.
Probability of Blockage (ERLC_GOS formula)
This calculation relates the GOS to the number of Agents and the
call load (or the...

Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-14-Probability of X or Less Agents Busy (ERLC_X_CHAN formula)
This calculation determines the probability that X Agents are
simultaneously busy when a given call load is presented to a limited
number of available Agents.  The calculator accepts the number of
calls per hour, the average call duration, and the number of
available Agents as parameters. It then calculates the probability of
a specified number of Agents being...

Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-15-Probability of X and Y Agents Busy (ERLC_INTEG formula)
This calculation determines the probability that between X and Y
Agents will be simultaneously busy when a current call load is
presented to a limited number of available Agents.  The calculator
accepts the number of calls per hour, the average call duration, and
the number of available Agents as parameters. Then, it calculates
the probability that no fewer than...

Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-16-the number you expect to have available, then the GOS will be
worse than the target GOS of P.20.
Probability of Delay (ERLC_DELAYT formula)
This calculation determines the probability of a Caller having to wait
a minimum of XX seconds to be answered, when a limited number
of Agents are presented with a certain call load.  The calculator
accepts the number of seconds for the threshold time, the number
of calls per...

Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-17-at a time is required.  If the calculation for a larger Queue were to
indicate that the average number of Callers in Queue is 3.8, then it
would probably be wise to provide enough RAD equipment to
deliver announcements to 5 Callers at a time; sometimes there are
more Callers in Queue than the average.Average Delay (ERLC_AVGDLY formula)
This calculation determines the average time that a Caller waits in
the ACD Queue...

Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-18-For Erlang C, follow the directions above.  For Erlang B, follow the
directions below.  For Poisson, skip to the section of this manual titled
“Poisson” found on page 21.
Erlang B
Selecting Erlang B opens the dialog box illustrated below.
Probability of Blockage (ERLB_GOS formula)
This calculation relates the Grade Of Service (GOS) to the number
of  Trunks and to the call load (or the number of calls per hour and
the...

Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-19-accepts the number of calls per hour, the average call duration, and
the number of available Trunks as parameters. Then, it calculates
the probability that exactly the specified number of Trunks are busy
at any point in time.
For example, you can determine the probability of getting an all
Trunks busy condition in a group of 4 Trunks under the following
conditions: there are 250 calls per hour, with an average...

Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-20-Blocking must be allowed to worsen to enable the call load to be
handled by the Trunks that are available.
Alternatively, the same calculation might be performed with a
known number of calls per hour.  The calculator then determines
the average call duration that can be accepted while still remaining
within the target GOS.
Trunks Required to Achieve a GOS (ERLB_TKS formula)
This calculation determines the number of...