Algorithm For Number Of Agents Required - Lucent Technologies CentreVu Release 3 Version 5 Forecast User Manual

How the Forecast System Generates Data
Call Volume/Agents Forecast Reports
Algorithm for
Number of
Agents Required
This algorithm computes the Number of Agents Required for each
intrahour interval in the following reports:
Longterm
6
Financial
Current Day
Intraday
Special Day
Hypothetical
Hypothetical Financial.
Use the following procedure:
1. Convert FCC to traffic load in Erlangs.
2. Set the number of agents to the load + 1.
3. Compute the initial probability that all agents are busy.
4. Compute subsequent values for the probability with the following
formula:
where = probability all agents are busy,
P
= load in Erlangs.
a
5. Using the above probability, the number of agents, and the given
load, compute a new set of objectives which correspond to the
objectives in the Call Handling Profile.
6. If any of the new objectives exceeds or falls below the objectives in
the Call Handling Profile, end the search. Return the number of
agents as the answer. Otherwise, add 1 to the number of agents,
and repeat Steps 4 through 6.
CentreVu CMS R3V5 Forecast 585-215-825
n
a
------------------------------------ -
n 1 ! n a
– –
P = ----------------------------------------------------------------------- -
n 1
–
k
a
1 + ----- + ------------------------------------ -
k ! n 1
–
k = 1
1
P n = -------------------------------------------------------------------- -
n 1 – – aP
n 1
1 + ---------------------------------------- -
n 1 a P
– –
n 1
n
a
! n a
–
n a
–
–
x ----------- -
a
–
= number of agents,
n
6-14