Over at CallCenterScript, Jam Mayer shares a great tool for all of us to use: Call Center Mathematics. Not only does Call Center Mathematics share an excellent Erlang C calculator (put in what you know, and it fills in your missing values), but it adds a calculator for profit centers too! I've never worked on a Help Desk that charged for support, but it's great to know there is a free tool that can help me with these key metrics.
Much of what happens in a call center can easily be extrapolated to what happens in a help desk. Thanks for sharing this great tool Jam!
KMMAD
