The Queue Traffic Configurator is based on special traffic engineering principles as defined in the Erlang "C" engineering formula. It utilizes key parameters which are critical to determining the exact quantity of agents or trunks for an ACD queue group required for your own situation. Standard industry parameters can be used or your own particular parameters used for more accurate results. Your own particular parameters would be obtained from traffic reports taken from the ACD system/software or from a Call Accounting System. The above chart is designed for trunk groups. A different chart is designed for Agent Groups.

• "Calls per Hour" represents the exact quantity of calls during your busiest hour of the business day.
• "Average Call Length" represents the exact average call length as defined in the ACD reports or off a Call Accounting System.
• "Call Handling Time" represents the average holding time (on hold or in queue), plus the average talk time and the average wrap-up time defined in the ACD reports or off a Call Accounting System.
• "Desired Service Level" represents the maximum amount of delay for "X" amount of trunks or Agents.