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Erlang Formulae

Viewing 7 posts - 1 through 7 (of 7 total)
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  • #11000 Reply
    Steve Smith
    Guest

    Can anybody tell me where I can find the formulae to calculate Erlang C to incorporate in an Excel spreadsheet that I am developing?

    Thanks,
    Steve

    #11001 Reply
    Ansapoint
    Guest

    Hello,

    There is a product we sell on this site called Westbay Traffic Calculators. Although it is not currently advertised, it includes an Add-in for Excel which adds two functions to any Excel workbook.

    One is ErlcAgents() which estimates the number of agents required, and the other is ErlcCalls() which estimates the number of calls which can be handled.

    If you would like any more information, please email sales@ansapoint.com

    Best regards,
    Ansapoint Call Center Software.

    #11002 Reply
    Iain Findlay
    Guest

    Have a look in the book

    Fundamentals of queueing theory, 2nd edition, GROSS

    I am presently developing call centre staff allocation software which uses a variant on the Erlang C formlation to take into account caller abandonment. I would be interested to know about your intended use for your spreadsheet.

    Iain Findlay

    #11003 Reply
    Greg Powell
    Guest

    We are a .com service provider customer contact center with approximately 80-100 inbound agents. Can someone direct me to any automated scheduling tools to help us with our manpower scheduling requirements. Yes we’re familiar with such systems as TCS. However, our company is not ready to spend high five to six figures. Any known low to medium cost tools, their web site locations and/or contact sources would be greatly appreciated.

    #11004 Reply
    unknown
    Guest
    #11005 Reply
    vinay kumar
    Guest

    I am going for an interview for a job in a Banks call centre.Could any one please suggest the sites wherein I can learn the various calculations/formulas applicable to arrive at the call centre statistics? What kind of measures to set up/what kind of targets to set and what data to collect for this measurement?and what principals to apply to analyse this data?
    Thank you.
    Vinay

    #11006 Reply
    Vijay
    Guest

    Hi Vinay,
    I just read your note. If you ae still interested in learning all this please contact me
    vijay_swami@yahoo.com
    I will teach all the stuff for free

    Thanks
    -Vijay

Viewing 7 posts - 1 through 7 (of 7 total)
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