Hey Guys,

So I have a erlang formula we currently use to calculate our SL but it just seems to be way off, regularly showing 20%-30% when we "know" we will get alot more, are there any holes in my formula or something else I can use please?

=SLA(Sum(Agents Scheduled)/(1+Shrinkage %),30,CV VOlume*2,AHT)

I am assuming SLA = our erlang formula, some people have it as agent or other things?


Thanks in advance,
Chris