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Can anybody tell me that from Erang C. If I know the probability of calls delay (% of call delay) then how to get the average delay of all calls (sec).
Thank you very much in advance
Average Delay is calculated by: W = ErlangC(m,a)/(m * u * (1 – p))
where: m = number of agents a = traffic intensity (in Erlangs) u = departure rate p = agent utilisation.
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