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Tom Howard

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Viewing 5 posts - 1 through 5 (of 5 total)
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  • in reply to: Call Center Staffing Calculator #72139
    Tom Howard
    Keymaster

    Hello Jill,

    Yes, it’s possible with two of the products we sell at this site.

    We have a Windows product called Westbay Traffic Calculators. It has an Erlang C calculator that allows you to make these calculations (ASA from the number of agents, number of calls and call duration).

    Here’s  screenshot of Westbay Traffic Calculators in action:

    If you prefer Excel workbooks, we made an add-in for Microsoft Excel called CC-Excel. It adds nine call center related functions to Excel. One of them is =CCXLASA() and it performs this calculation and, in line with all Excel functions, lets you reference other worksheet cells. In this case, references would be to cells that hold the number of agents, number of calls and call duration. The function result is the estimated ASA.

    Here is an Excel screenshot showing the same calculation as before, but using CC-Excel:

    CC-Excel

    More information on these products is available at:

    Westbay Traffic Calculators: https://www.erlang.com/products/westbay-traffic-calculators/
    CC-Excel: https://www.erlang.com/products/cc-excel/

    If you have any questions about these products, please reply to this post or email our support team directly: service@erlang.com

    Kind regards,
    Tom Howard,
    Westbay Engineers Ltd.

    in reply to: Call Center Staffing Calculator #71441
    Tom Howard
    Keymaster

    Hello,

    The Erlang C traffic model makes some assumptions about the nature of the traffic into a call center (see https://www.erlang.com/support/cc-excel-faq/). They include

    – Call arrivals are random
    – Service times are exponential
    – Callers are answered in the order of arrival

    If call arrivals are not random, then Erlang C can tend to underestimate the agents needed. For example, if you have a sudden peak of calls, you’ll need more agents than normal to handle that peak.

    If you’d like to send me some example figures, I can check them against our tools and make sure CC-Excel is giving you the expected results. My email address is service@erlang.com.

    All the best,
    Tom Howard,
    Westbay Engineers Ltd.

    in reply to: Changes to the Telecom Design Forum #70982
    Tom Howard
    Keymaster

    We have added a new forum to this site, as discussed. I have called it the 5G Forum. I have described it as a discussion group to:

    “Swap ideas on 5G technology and the innovative applications whose deployment it encourages, including Artificial Intelligence and the Internet of Things.”

    Tom H.

    in reply to: Erlang B formula for Excel #70495
    Tom Howard
    Keymaster

    Erlang for Excel

    Supporting all versions of Excel (both 32 and 64 bit), this add-in introduces eight Erlang functions that you can easily use in your workbooks to analyse your telecommunications trunk groups and estimate the number of call center agents you need at your inbound call center.

    Westbay Engineers were the first company to put Erlang functions online (in 1996) and, three years later, the first to integrate Erlang with Microsoft Excel.

    in reply to: Changes to the Telecom Design Forum #70376
    Tom Howard
    Keymaster

    Hi Wallis,

    Thanks for your encouraging comments. Importing 56,000 messages across to this new format was no small task, but worth the effort I think.

    It’s interesting to see how this forum has changed in twenty years, as have the interests of industry specialists. It started with PBX questions and slowly moved to mobile/GSM issues, which I know you regularly contribute to. We don’t generally take part in the discussions but can easily add a fourth forum. Should we do that? What should we call it?

    Have you seen Field of Dreams? “If you build it, they will come”, is a famously misquoted line from the film. Perhaps it would apply to a new discussion group.

    All the best,
    Tom Howard.

    • This reply was modified 7 months, 2 weeks ago by Tom Howard.
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