111,95 €
124,39 €
-10% with code: EXTRA
A Simulation of the ECSS Help Desk with the Erlang A Model
111,95 € 
- We will send in 10–14 business days.
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 stil…
/images/books/7106585/9781249579489.jpg)
- Author: Michael E Chua
- Publisher: BiblioScholar
- ISBN-10: 1249579481
- ISBN-13: 9781249579489
- Format: 18.9 x 24.6 x 0.6 cm, softcover
- Language: English
- SAVE -10% with code: EXTRA
A Simulation of the ECSS Help Desk with the Erlang A Model (e-book) (used book) | bookbook.eu
Reviews
Description
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 under a minute.The Level 2 help desk will experience similar environments like the Level 1 help desk. The major differences are that the Level 2 help desk would see lower call volumes since only about 40% of Level 1 calls are passed on the Level 2; and that the Level 2 help desk will have a longer average service rate. The simulation shows that the optimal staffing level is about 12. The simulation shows average wait times about 1 to 2.6 minutes, utilization from 47% to 60%, and 12% to 33% of customers that would renege.
EXTRA 10 % discount with code: EXTRA
111,95 €
124,39 €
We will send in 10–14 business days.
The promotion ends in 18d.05:51:12
The discount code is valid when purchasing from 10 €. Discounts do not stack.
- Author: Michael E Chua
- Publisher: BiblioScholar
- ISBN-10: 1249579481
- ISBN-13: 9781249579489
- Format: 18.9 x 24.6 x 0.6 cm, softcover
- Language: English English
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 under a minute.The Level 2 help desk will experience similar environments like the Level 1 help desk. The major differences are that the Level 2 help desk would see lower call volumes since only about 40% of Level 1 calls are passed on the Level 2; and that the Level 2 help desk will have a longer average service rate. The simulation shows that the optimal staffing level is about 12. The simulation shows average wait times about 1 to 2.6 minutes, utilization from 47% to 60%, and 12% to 33% of customers that would renege.
Reviews