I'm trying to calculate how many agents I need to reserve to handle calls. This is the problem:
I receive 1 call per second, each call duration is ~20 seconds. How many agents I need to handle 10,000 calls before the calls start queuing/caller needs to wait. Example:
Time: 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20
1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1
For the first 20 seconds I have 20 agents which is fine, in second 21 a new call arrive but first call is disconnected:
Time: 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24
0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 20 20 20 20
Is the top number of agents 20 ? If I have 2 calls per second with a call duration of 20 seconds do I need 40 agents?