Erlang

Welcome to the Erlang subject, the available knowlege bank articles are displayed below.

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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

Erlang

Definition of an Erlang View

Erlang B

The most commonly used traffic model.  Erlang  B is used to work out how many lines are required if the traffic during the busiest hour i… View

Erlang B Extended

The most commonly used traffic model.  Erlang  B is used to work out how many lines are required if the traffic during the busiest hour i… View

Erlang C

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 ho… View

Occupancy & Service Level Relationship Graphs

This presentation shows you the clear relationship between occupancy and service level. You will see occupancy levels reduce, the higher the se… View

Work-load & Service Level and the Wrong Way to Resource

The methods of calculating staff in a call centre differ significantly from methods used for general productivity.  Given the same hours of wo… View

Workload

Also described as Call Load View

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