July 26, 2011
3:05 p.m.
On 7/26/11 11:57 AM, Carlos Alvarez wrote:
This of course is the most important thing; the human part. When we had it configured with a "please hold while we find someone to assist you," people would hang on for 2-3 minutes with a very low abandon rate.
Hence the difference between Erlang A and Erlang B. -- Jay Hennigan - CCIE #7880 - Network Engineering - jay at impulse.net Impulse Internet Service - http://www.impulse.net/ Your local telephone and internet company - 805 884-6323 - WB6RDV