Mitan

T-Calc
T-Calc is a queueing calculator especially suited to call-centre educational and training purposes, and is used on the courses of some major call-centre training organisations.

TCalc interval scenario

TCalc allows multiple "scenarios" to be analysed, such as an interval scenario", which is a queue of calls for a group of agents over a single time interval. Performance results are shown  on animated diagram.  (1) allows more detailed "views" to be added - examples are shown but  there are many other views available . (2) provides a selection of queueing models such as abandoned calls and queue limits.
Dashboard display  presents most important statistics in an alternative format.
Agents required against  target answer time.
Service level and abandon rate against waiting tolerance.
The impact  of "unaccounted" agent time.

T-Calc "Views"
Additional "views" can be attacged to a scenario, A view gives more deatail about a particular aspect of performance.

T-Calc  queueing models
T-Calc supports a ange of queueing models, such as the standard Erlang-C,  abandoned calls, and others.  Some of the models are illustrated here.  Abandoned calls are supported by the proprietary Mitan-C model.

Erlang-C, the standard model.
Limited queue size
Abadoned calls  (Mitan-C)
A TCalc "shrinkage scenario" is a framework for all the agent time overheads  such as training, vacation, meals. The agent time that is actually available for calls is calculated and the shrinkage calculations are displayed in detail.

Shrinkage scenario

Shrinkage calculations in T-Calc