How to calculate the forecast for the SL indicator?

Question

Mathematics

Good afternoon! I'm waiting for your help. We are talking about the forecast of such an indicator as the service level for the CC of the incoming line. This indicator depends on how many calls the CC loses in the first 30 seconds and how many calls are in the queue for more than 30 seconds.
Let's say at 14:00 SL 80%.
1. How to calculate how many operators need to be put on the line so that at 23:59 SL has the value I need?
2. How to calculate what SL will be at 23:59 with the current number of operators?
The number of calls per day is determined by the average of the statistics.

Answer 1

Queuing theory considers such problems in particular. Look carefully. The answer actually depends on the distribution laws of your input stream and the service time - in your case - of the CC operators.
Links on the Internet - and to pretty good textbooks on the topic, including - are full.