A Simulation of the ECSS Help Desk with the Erlang A Model
Michael E. Chua
Broschiertes Buch

A Simulation of the ECSS Help Desk with the Erlang A Model

Versandkostenfrei!
Versandfertig in über 4 Wochen
53,99 €
inkl. MwSt.
PAYBACK Punkte
27 °P sammeln!
During steady states, the Level 1 help desk might expect about 500 to 600 calls per month. That is about 0.39 to 0.46 calls per user per month, which represents the workload once ECSS is established and most of the users have already received training for the system. The optimal level for this workload is about 12 agents to operate the entire 24 hour period. At this level, the Level 1 help desk would minimize the amount of customers that renege from the system to about 15 to 22 percent and still maintain acceptable utilization percentages of about 52% to 59% while keeping the average wait time...