How Many Mobile Chat Agents do I need?An Easy way to use Erlang CDavid LoiaThis work is licensed under a Creative Commons ...
How Many Chat Agents Do I Need?• Mobile Chat is ubiquitous – EVERYONE USES IT!!YOU MUST HAVE IT TOO!• The question I get m...
Erlang C provides a statistically valid Answer
Here’s an EASY way to apply it…• Download this simple spreadsheet in xls format:https://www.box.com/s/c0sa0ju0uni1dbbtu6vx...
Example: B2C (ecommerce) or B2B (HR/Helpdesk)• Assumptions to consider:– Availability: # of pages forproducts, services, c...
Example: Using the Spreadsheet
Example: Using the Calculator
Questions?Contact David Loia on Twitter: @davidloiaSome common questions:• Follow-the-sun operations• Ramp up rate for new...
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How many Mobile Chat Agents Do I Need? Using Erlang C to Calculate a statistically valid answer.

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Mobile isn't everything, it's the ONLY thing! Once the app and mobile site are up, the question I get most often: How many mobile chat agents to I need? In this visual guide, we use Erlang C to statistically estimate how many Mobile Chat Agents are needed in you Customer Support operation.

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  • Thank you Paul. I've used it many times before and really like it. Dave
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  • Please feel free to use the erlangc calculator at http://www.agenses.com/489/free_erlangc_calculator/

    It can help you determine how many chat agents you will likely need
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    Are you sure you want to  Yes  No
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How many Mobile Chat Agents Do I Need? Using Erlang C to Calculate a statistically valid answer.

  1. 1. How Many Mobile Chat Agents do I need?An Easy way to use Erlang CDavid LoiaThis work is licensed under a Creative Commons Attribution 3.0 Unported License.
  2. 2. How Many Chat Agents Do I Need?• Mobile Chat is ubiquitous – EVERYONE USES IT!!YOU MUST HAVE IT TOO!• The question I get most often: How many MobileChat Agents do I need?
  3. 3. Erlang C provides a statistically valid Answer
  4. 4. Here’s an EASY way to apply it…• Download this simple spreadsheet in xls format:https://www.box.com/s/c0sa0ju0uni1dbbtu6vx• Follow the instructions to fill in assumptionsand use Erlang C calculators to make yourcalculations. A simple,free Erlang C CalculatorI use often: http://www.erlang.com/calculator/erlc/• You are DONE!
  5. 5. Example: B2C (ecommerce) or B2B (HR/Helpdesk)• Assumptions to consider:– Availability: # of pages forproducts, services, carts, support, ‘questions’, misc.– Volume: Unique users per page, accept rates, Hours ofOperation, Follow-the-Sun– Quality of Service: Acceptable Delay, Concurrent Chatsper agent, Ave. Duration of ChatThe spreadsheet has reasonable starting points formany inputs, use these or change them to‘actuals’ if you have them for you operation
  6. 6. Example: Using the Spreadsheet
  7. 7. Example: Using the Calculator
  8. 8. Questions?Contact David Loia on Twitter: @davidloiaSome common questions:• Follow-the-sun operations• Ramp up rate for new agents• Concurrent and blended multi-channel operations• Burn-out rates vs. email/phone

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