- This topic has 6 replies, 1 voice, and was last updated 19 years, 4 months ago by Vijay.
2nd February 2000 at 21:03 #11000Steve SmithGuest
Can anybody tell me where I can find the formulae to calculate Erlang C to incorporate in an Excel spreadsheet that I am developing?
Steve3rd February 2000 at 21:05 #11001AnsapointGuest
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 firstname.lastname@example.org
Ansapoint Call Center Software.5th June 2000 at 16:51 #11002Iain FindlayGuest
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 Findlay31st January 2001 at 19:12 #11003Greg PowellGuest
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.15th February 2001 at 05:13 #11004unknownGuest
Free Excel model on this site28th June 2001 at 10:32 #11005vinay kumarGuest
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?
Vinay9th July 2001 at 18:06 #11006VijayGuest
I just read your note. If you ae still interested in learning all this please contact me
I will teach all the stuff for free