Erlang B

[R. E. Kennedy]

Is there an easy way to write the Erlang B formula in an existing Excel spreadsheet? I would like to incorporate this info with the daily ACD MIS reports which report prior day's performance for over 25 call centers nationwide. Since we have access to all the sites ACD/MIS systems, retrieving the necessary data shouldn't be a problem

[JoeB]

See http://www.diagnosticstrategies.com/...20Modeling.pdf for Erlang B formula. It is relatively straightforward to implement it in Excel. However, are you sure it is Erlang B that is needed? The use of ACD implies that there is a queuing mechanism, which is modeled using Erlang C formula. Additionally, Erlang B (and C) are planning tools: estimating resource requirements and performance. What is the purpose of using them ex post facto? Feel free to email me directly (jbarkai@DiagnosticStrategies.com) if youÂ’d like to discuss.

[R. E. Kennedy]

Joe, thanks for your quick response! Since I have some textbook knowledge of Erlang, I have never applied it to any of my planning models. I am now being challenged to work it into existing spreadsheets. My preference is to use both B & C as a stand-alone predictive model - I'm attempting to sell that now. Regardless, I will need to create Excel spreadsheets with the calculation. I might also point out that my Excel skill level is @ the intermediate level, so this has been an exciting challenge :-(

Thanks again, Joe for your response!