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The Erlang C Traffic Model

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The Erlang C traffic model is an analytical model for estimating the performance of telecommunications systems which incorporate queueing. Queuing applications include switchboard operators and ACD Call Centre agents. It is less common, although quite possible, to offer queuing to trunk groups.

 

The model makes the following assumptions:
Calls are offered randomly to a queue (Poisson arrivals).
Users wait if they find the system busy.
Service times are exponential.
Users are served in the order of arrival.
Users are directed to the first available server (agent).
Queue sizes are unlimited.

 

See also

 

The Erlang C variables