Erlang C

Author: CCa2z

Date: 26th October 2004

This model assumes that all blocked calls are queued in the system until they can be handled. Call centres can use this calculation to determine how many advisors are required, based on the number of calls per hour, length of calls and service level. The formula assumes calls are never abandoned and callers do not receive the 'busy' signal. This can lead to over-resourcing.


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