I have a simple algebra formula, proven to work. But I need help in understanding why it works.
The Scenario: I work at a call center, and am trying to calculate the time free in-between calls. I have the 3 variables, provided by Live data:
- Staff Available (not on calls)
- Staff Busy (on calls)
- Average call length of 5 minutes
So once I end a call, I go to the back of the line of available staff before I get the next call.
This is the formula, tested to work:
: (Staff Available / Staff Busy) * 5 minutes call length = Time in-between calls
Example: 100 staff. 80 busy, 20 available. [20/80 * 5 = 1.25 minutes]
Example: 100 staff. 50 busy, 50 available. [50/50 * 5 = 5 minutes] (Which is expected, as we are double staffed.)
Example: 100 staff. 20 busy, 80 available. [80/20 * 5 = 20 minutes]
Question - Why does this equation work? I must be taking shortcuts. Why do we divide Available/Busy instead of Available/Total?
I'd greatly appreciate any explanation. Thank you very much. -Brennan