Erlang

Welcome to the Erlang subject.

Erlang is in the Workforce Optimisation (WFO) category. - View all

Knowledge Bankview more…knowledge bank rss

A K Erlang

Agner Krarup Erlang (1878-1929) View

Abandoned Calls - Are They Really Lost?

It is common practice in call centres to assume abandon callers do not call-back. Why is this the case? Well, we use Calls Received (Ca… View

Call Centre Calculators

There are many call centre calculators available View

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CC Calculator 1 - Expected Results from your Agent Nos. (30 min period)

Validate your expected performance results from the number of agents you have for a selected 30 min period (covers occupancy, service level and Avg… View

CC Calculator 2 - Expected Results from Total Call Input

Validate your expected performance results from the No. of agents you have for each 30 min interval of the day. Your total call volume for the day … View

CC Calculator 3 - Expected Results from Interval Call Input

Validate your expected performance results from the number of agents you have for each 30 min interval. You input actual call volumes for each 30 m… View