Im looking for a way to indentify needed Call Duration when I have the following information.
Calls per Interval = 437
Interval Seconds = 1800
Number of people = 98
Target Answer Time = 40secs
Service Level = 80%
How do I indentify the highest possible call duration for that interval and answer 80% of those calls (437) within 40secs?
I'm looking of an excel formula if possible.....