Taske Call Center Management Tools Traffic Analyzer Instructions Manual

							Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-21-For Erlang C, follow the directions on page 13. For Erlang B, follow the
directions above.  For Poisson, follow the directions below.
Poisson
Selecting Poisson opens the dialog box illustrated in below.
This calculation relates the GOS to the number of Trunks and the call load
(the number of calls per hour and the average duration of these).  The
calculator accepts the number of calls per hour, the average call duration,
and the number of available Trunks as parameters. Then, it calculates the
GOS that results from the call load being presented to the designated
number of Trunks.
Although the GOS generally means the probability of Blockage, the GOS
in the Poisson model represents the probability that a Caller will receive a
busy signal on the first call attempt.  The Poisson model assumes that
Callers who meet a busy condition will re-try the call.  The GOS in the
Poisson model does not necessarily represent the probability of a call
being unsuccessful, only that it is unsuccessful on the first attempt.
For example, you can determine the probability of getting an all Trunks
busy condition in a group of 4 Trunks, where there are 150 calls per hour
with an average duration of 70 seconds.  The calculation results in a
probability of approximately 0.33, meaning that there is a 33% chance of
all 4 Trunks being busy at the same time.  Because the Poisson model
assumes that Callers who meet a busy condition on the first call attempt
re-try the call, this is not the same as saying that the Callers have a 33%
probability of being unsuccessful in obtaining a Trunk. 
						

							Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-22-Probability of Blockage at Call Arrival Rate (POIS_GOS
formula)
This calculation relates the probability of call Blocking to the
number of Trunks and to the call load (the number of calls per hour
and the average duration of these).  The calculator accepts the
number of calls per hour, the average call duration, and the number
of available Trunks as parameters. Then, it calculates the
probability of call Blocking that results from a certain call load being
presented to a given number of Trunks.
The term ‘probability of Blocking’ is used here to distinguish this
calculation from that of the Poisson GOS.  The probability of
Blocking is the chance that a Caller will meet a busy signal on
repeated call attempts, whereas, the Poisson GOS relates only to
the chance of receiving a busy signal on the first attempt.
For example, you can determine the probability of a Caller being
unsuccessful in getting a free Trunk (even after re-trying the call),
when four Trunks are presented, with 150 calls per hour, and an
average call duration of 70 seconds.  The calculation results in a
probability of about 0.16, meaning that there is a 16% chance of a
Caller meeting a busy condition on the first and subsequent call
attempts.
Notice that the result here is 16%, as opposed to the 33% result
obtained when the Poisson GOS was calculated.  Together these
results mean that the Caller has a 33% chance of meeting a busy
condition on the first call attempt and a 16% overall chance of
meeting a busy condition on all call attempts.
Probability That Selected Trunks Are Busy (POIS_INTEG
formula)
This calculation determines the probability that X Trunks or fewer
are busy at any point in time when a certain call load is presented
to a limited number of Trunks.  The calculator accepts the number
of calls per hour, the average call duration, and the number of
Trunks as parameters. Then, it calculates the probability that X or
fewer number of the Trunks will be busy at any point in time.
This calculation might be applied where you suspect that you have
too many Trunks in a Trunk Group and you wish to determine the
peak number of Trunks required.  In this situation you may wish to
know the probability that eight or fewer Trunks are busy in a group
of 10, when presented with 150 calls per hour, with an average call
duration of 70 seconds. 
						

							Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-23-This calculation might be applied where you suspect that you have
too many Trunks in a Trunk Group and you wish to determine the
peak number of Trunks required.  In this situation you may wish to
know the probability that eight or fewer Trunks are busy in a group
of 10, when presented with 150 calls per hour, with an average call
duration of 70 seconds.
This calculator allows you to calculate the probability that 8 or fewer
Trunks are busy.  Then, you can calculate the probability that 9 or
fewer Trunks are busy.  If the difference between the probability of
9 or fewer Trunks, and 8 or fewer Trunks being busy is small, then
it may be that no more than 8 Trunks are required (statistical
comparison).
Traffic capacity of Trunks for a GOS (POIS_TRAF formula)
This calculation determines the traffic or call load that can be
handled by a limited number of Trunks within a stated GOS.  The
calculator accepts the number of Trunks with the required GOS,
and the average call duration as parameters. Then, it calculates the
number of calls per hour that can be handled.
For example, you can determine the required call load, with an
average call duration of 70 seconds, that can be handled by three
Trunks, while maintaining a GOS within the value of P.03.  If this
calculation shows that the number of calls per hour that can be
handled is less than expected, then the following is true. The
number of Trunks must be increased to maintain the GOS within
target, or the level of Blocking must be allowed to worsen to enable
the call load to be handled by the Trunks that are available.
Note  The Blocking formula used in this function is that described inthe ‘Probability of Blockage at a call arrival rate’, not that described
in the ‘Probability of Blockage for a GOS’.Trunks Required for a GOS (POIS_TKS formula)
This calculation determines the number of Trunks required to
handle a given call load within a given GOS. The calculator accepts
the number of calls per hour, the average call duration of these
calls and the required GOS as parameters. Then, it calculates the
number of Trunks required to handle the call load within the GOS
requirement.
For example, you can determine the number of Trunks required to
handle 150 calls per hour, with an average duration of 70 seconds,
within a GOS of P.02.  This is a key calculation in the Forecasting
and Scheduling process. 
						

							Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-24-Note  The Blocking formula used in this function is that described inthe  ‘Probability of Blockage at a call arrival rate’, not that described
in the  ‘Probability of Blockage for a GOS’.Choose the type of statistic from the list above for the calculation to
represent, and click Next >.4. Enter the calculation parameters in the Wizard dialogs as they appear.
After each dialog, click Next >.
5. In the final dialog in the path, click Finish > to create the analysis
graph. 
						

							Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-25-Traffic Report Components
When a traffic model is selected and one of its formulae is used to perform
calculations, a report is presented that resembles the sample Traffic Analyzer
report below.
Each report provides an example of the calculation that corresponds to the
calculator.  All reports contains the following three sections.
· The top left hand side of the report provides a brief explanation of the
calculation performed, and any relevant criteria.  For example in the above
analysis, the report displays that the calculation performed is “Traffic
Capacity of Trunks for a GOS” and the calculation is based on the criteria
of 250 calls per hour.
· The top right hand side of the report contains the results of the calculation
in the form of a table.  The example above displays the Grade Of Service
required by the Number Of Trunks available.  The data in this table
corresponds to the graph displayed below, in the bottom half of the report.
· The lower section of the report contains a chart or graph produced using
the parameters, data, and results from the table in the top-right section. 
						

							Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-26-The report can be customized, and the values used by the formula can be
modified.  A re-calculation based on modifications to the formula is provided.
Recalculating your Traffic Analysis with new parameters
You can quickly change the parameters of an existing traffic analysis calculation
by using the Recalculation Wizard.
To recalculate your traffic analysis
1. Click the Recalculation Wizard button.
2. Enter the new parameters in the dialogs as they are presented.
3. At the final dialog, click Finish to create your analysis graph.
Switching between Line, Bar and Pie Charts
By default, all analysis data is displayed in a Simple Line Chart. If your analysis
lends itself to presentation in another chart style, you can easily switch to another
of the sixteen available styles.
To present your data in a line chart
1. Use the Calculation Wizard to produce a Simple Line Chart of your
data.
2. Click Graph Styles, Line Charts
3. Choose one of the four styles of line charts from the flyout list.
To present your data in a bar chart
1. Use the Calculation Wizard to produce a Simple Line Chart of your
data.
2. Click Graph Styles, Bar Charts
3. Choose one of the ten styles of bar charts from the flyout list.
To present your data in a pie chart
1. Use the Calculation Wizard to produce a Simple Line Chart of your
data.
2. Click Graph Styles, Pie Charts
3. Choose one of the two styles of pie charts from the flyout list. 
						

							Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-27-To enter your own values select the Calculations menu and click on Staffing.
Staffing Requirements
The staffing option performs calculations with custom input parameters, and
produces reports.  The Staffing window is divided into three sections, the Traffic
Model Information panel, the Data Table panel and the Graph panel.
Traffic Model Information panel
The Traffic Model Information panel shown below contains 5 boxes that allow
entry of parameters.  This dialog box is initially filled with default values for all
entries; data can be entered as single values or within a range.
The Average Calls/Hour, Average TalkTime, Service Goal, TSF Time, and
Agents Required can be edited in the Traffic Model Information Block. Once the
values are entered, the probability of queuing, probability of delay, average delay
time, and average queue depth in the Data Table panel is updated in text format
and the Graph panel is updated in graphical format. An example of these
variables in the Data Table panel is shown below.
Data Table panel 
						

							Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-28-Graph panel
An example of the variables displayed in graph format is shown below. 
						

							Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-29-The Cost Justification Guide
It is essential to understand the cost components and structure of the Call
Center.  The Traffic Analyzer aids in justifying cost requirements to senior
management, and assists in the overall management and operation of the Call
Center.
The Guide describes how to calculate cost components using hypothetical cost
figures. The cells in the tables of the Guide can be edited costs entered that
correspond to the Call Center.  The Call Center Guide provides various
suggestions for reducing Call Center operating costs and for increasing Call
Center revenues.
To open the Cost Justification Guide, select Calculations from the file menu and
click on Cost Justification and the tutorial is then opened. The Call Cost
Justification Guide provides a model for understanding the cost structure of a
Call Center. To help illustrate the model, an example of a hypothetical Call
Center’s cost structure is provided. This is important to understand because the
basis for cost justification comes from projecting how features of the equipment
will impact the cost structure of the Call Center.
The Cost Justification Wizard includes the following sections:
Call Center Cost Dynamics
Your total call center costs include Loaded Labor Costs, Equipment and
Automation Costs, and Transmission Costs. The relative proportion of each cost
is illustrated in the Call Center Cost Dynamics chart.
Load Labor Costs
Call center load labor costs are calculated from the following cost components:
· Agent cost per hour
· Facility cost per agent per hour
· Supply cost per agent per hour
· Management and support staff cost per hour 
						

							Traffic Analyzer                      TASKE Call Center Management Tools Version 7.0-30-Equipment and Automation Costs
Call Center Equipment and Automation costs may include the ACD system, the
computer system, and the furniture used by employees. Equipment and
Automation costs are measured in cost per work station units.
Transmission Costs
Transmission Costs include the cost of both voice and data transmission.
Reducing Call Center Costs
Call Center managers must justify the costs of equipment features by identifying
the operational savings they provide. Cost justification examples are provided for
the following call center features:
· Delayed Answer
· Agent Telephone
· Wrap-Up Data Entry
· Voice Response
Increasing Call Center Revenue
Total annual revenues may significantly increase with the use of an ACD system.
Your potential increased revenue can be determined using the Increasing Call
Center Revenue Worksheet.