Glossary
Erlang Calculator is the tool that helps you to calculate the needed number of agents you require to handle your call volemus. It works easily: you have to use your peak call volumes and exepcted service level to get the result.
Erlang Calculator uses Erlang C formula, a formula developed by well-known Danish mathematician A.K.Erlang around a century ago. This formula doesn’t need to be described here, what you really have to know that all the inputs you require to get the result. They include: call volume (number of calls), time frame for this call volume, service level to be expected, average call duration.
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