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The Erlang C Calculator

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The Erlang C Calculator is based on the Erlang C traffic model and is used for calculations involving the queueing of telephone calls. This means that it offers a way of calculating the number of call centre agents or switchboard operators required if the call volumes are known.

 

The Erlang C Calculator simplifies the complicated calculations required to predict and analyse call centre performance. There are a number of variables involved in such calculations including the number of calls received per hour, the average duration of the calls and the required answering performance.

 

As with the Erlang B Calculator, reverse calculations are possible to answer such questions as:

 

How many calls can the operators handle?
What duration of calls can be handled?
What will the average delay to incoming calls be?
How many calls will be answered within target?

 

See also

 

The Erlang C Calculator window