Average Call
Duration
This is the average call length in seconds.
Average Wrap Up Time This is the time, in seconds, during which an agent is not available to answer a call after completing the last call. It is usually used to complete administrative tasks.
Call answering target This is the percentage of calls that must be answered within the specified service time.
Service
Time This is the time in seconds in which the calls should be answered.
Trunk blocking target This is the grade of service target which is used when sizing the lines into the call
centre. It is expressed as a fraction of the total calls which will be lost because insufficient lines have been provided. For example, 0.010 means that 1% of all calls would be blocked.
Erlang Call Center calculation
