Thanks to visit codestin.com
Credit goes to www.scribd.com

Scribd
Upload
54 views2 pages

Support CallCenterTutorial Erlang by Lokad

Uploaded by

Manuel Juárez
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLS, PDF, TXT or read online on Scribd
54 views2 pages

Support CallCenterTutorial Erlang by Lokad

Uploaded by

Manuel Juárez
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLS, PDF, TXT or read online on Scribd
You are on page 1/ 2

Erlang C formula for Call Centers

http://www.lokad.com/ ©Lokad, 2008, All rights reserved p= 900


Red: the values that are taken as assumptions.
Time Calls Intensity
Number of calls: 300 8:00 70 9.3
Period length (p): 900 seconds 8:15 80 10.7
Average call duration (t): 180 seconds 8:30 100 13.3
Number of agents (m): 65 8:45 110 14.7
Arrival rate (λ): 0.33 9:00 130 17.3
Traffic intensity (u): 60 9:15 150 20.0
Agent occupency: 92.31% 9:30 150 20.0
Probability to wait: #VALUE! ErlangC(m,u) 9:45 150 20.0
Average speed of answer: #VALUE! ASA(m,u,t) 10:00 140 18.7
Target answer time (tt): 15 seconds 10:15 140 18.7
Prob. to wait less than tt: #VALUE! ErlangCsrv(m,u,t,tt) 10:30 140 18.7
10:45 130 17.3
11:00 130 17.3
11:15 120 16.0
11:30 120 16.0
11:45 120 16.0
t= 120 tt= 30

Agents Occup. Prob wait ASA Wait < tt


12 78% #VALUE! ### #VALUE!
12 89% #VALUE! ### #VALUE!
15 89% #VALUE! ### #VALUE!
15 98% #VALUE! ### #VALUE!
22 79% #VALUE! ### #VALUE!
22 91% #VALUE! ### #VALUE!
22 91% #VALUE! ### #VALUE!
22 91% #VALUE! ### #VALUE!
22 85% #VALUE! ### #VALUE!
22 85% #VALUE! ### #VALUE!
20 93% #VALUE! ### #VALUE!
20 87% #VALUE! ### #VALUE!
20 87% #VALUE! ### #VALUE!
18 89% #VALUE! ### #VALUE!
18 89% #VALUE! ### #VALUE!
18 89% #VALUE! ### #VALUE!

You might also like