QueueView Download: A Staffing Calculator for Windows
Empowering contact center excellence for 30 years!

QueueView Download: A Staffing Calculator for Windows

Publisher: ICMI

Price: $49.95

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This easy-to-use software package includes QueueView and other software files. It utilizes Erlang C and Erlang B calculations to predict agents and trunks required.

Please note: This is the downloadable version of QueueView. This download will be available upon purchase.

This easy-to-use software package includes QueueView and other software files. It utilizes Erlang C and Erlang B calculations to predict agents and trunks required.

Calculating Staff
QueueView provides a range of data on staffing requirements for call centers based on the information you provide. The range of answers always begins with the fewest number of agents that can handle the specified load (assuming no abandonments) and ends with service level at virtually 100 percent.

To interpret the results, locate the row that contains your target service level percentage(SL%) or the closest percentage to your desired service level. (You can highlight the row for easier viewing by clicking on it.) The values in the other columns of that row correspond with your objective.

Calculating Delay
The Delay calculations estimate the amount of time callers will be in queue, assuming they do not abandon. Find the row that contains your target service level percentage (SL%) or the closest percentage to your desired service level. (You can highlight the row for easier viewing by clicking on it.) The results in that row estimate how many callers are delayed for the specified increments, out to 240 seconds.

Calculating Trunks
QueueView calculates the number of trunks required to carry the erlangs (hours) of traffic you input, at the probability of blockage that you specify. These calculations are based on Erlang B.


FAQs

Q: What happens if there is an update?

A: You will be notified by email when new upgrades occur.


Q: Can I export data from QueueView into another software program like Excel?

A: Yes, the calculated results you receive from QueueView may be exported to your computer’s clipboard using the "File - Copy to Clipboard" command.


Q: What are the minimum system requirements for QueueView?

A: Windows 98, ME NT 4.0, XP, 2000 or higher operating system. About 5 MB free hard disk space is required.

QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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