I work as the Resource and Schuduling Manager at RSA Motability.
As part of my role, I am responsible for the weekly forecasting of calls to the unit.

Currently I use talk time and wrap time as my input to the Erlang Calculator, this has worked for the past 3-4 years.

I have been asked about 'hold' time, this is not used as part of my forecast and never has been, however, the hold time in each of the different skill sets is different. Does Erlang account for hold time? or should I include this in the overall talk time?

Phil,

Quick reply as I'm on holiday in Germany :-)

As a rule of thumb the forecasting *Should* be done
using the AHT (Average Handle Time).

Therefore it would be reasonable and accurate to
include the hold in the equation for each Skillset.

Regards

DaveA

Phil

Hold time should be included when working out the number of FTE required. Just check though with the reporting definition from your ACD as "hold time" as it describes it may already be included as part of talk time.

Eamon

Phil,
If you are using the Erlang Add-In for Excel as a part of your excel model then you can calculate the appropriate staff by selecting Hold time of service time from the formula menu.

I hope this helps. let me know if I can be of any further assistance.

Colin Taylor