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Support CallCenterTutorial Erlang-By-Lokad

This document discusses the Erlang C formula for calculating performance metrics in call centers. It provides sample data on call volume, number of agents, average call duration, and other factors over the course of a day and calculates values like agent occupancy and probability of answering within a target time.

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dinesh
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91 views2 pages

Support CallCenterTutorial Erlang-By-Lokad

This document discusses the Erlang C formula for calculating performance metrics in call centers. It provides sample data on call volume, number of agents, average call duration, and other factors over the course of a day and calculates values like agent occupancy and probability of answering within a target time.

Uploaded by

dinesh
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
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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!

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