Erlang C formula for Call Centers

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Lokad, 2008, All rights reserved
Red: the values that are taken as assumptions.
Number of calls:
Period length (p):
Average call duration (t):
Number of agents (m):
Arrival rate ():
Traffic intensity (u):
Agent occupency:
Probability to wait:
Average speed of answer:
Target answer time (tt):
Prob. to wait less than tt:

30
600 seconds
58 seconds
6
0.05
2.9
48.33%
8.68%
ErlangC(m,u)
1.62
ASA(m,u,t)
15 seconds
96.11%
ErlangCsrv(m,u,t,tt)

p=
Time
Calls
8:00
70
8:15
80
8:30 100
8:45 110
9:00 130
9:15 150
9:30 150
9:45 150
10:00 140
10:15 140
10:30 140
10:45 130
11:00 130
11:15 120
11:30 120
11:45 120

900

t= 120

tt= 30

Intensity Agents Occup. Prob wait ASA

Wait < tt
9.3
12
78%
32%
14
84%
10.7
12
89%
61%
54
57%
13.3
15
89%
57%
41
63%
14.7
15
98%
90%
325
17%
17.3
22
79%
21%
5
93%
20.0
22
91%
57%
34
66%
20.0
22
91%
57%
34
66%
20.0
22
91%
57%
34
66%
18.7
22
85%
36%
13
84%
18.7
22
85%
36%
13
84%
18.7
20
93%
68%
61
51%
17.3
20
87%
44%
20
78%
17.3
20
87%
44%
20
78%
16.0
18
89%
53%
32
68%
16.0
18
89%
53%
32
68%
16.0
18
89%
53%
32
68%