Erlang C

[Bender]

I have the Erlang C formula solving for 'Probability of Delay Greater Than 0'. However I am trying to use this formula in a database and need it solved for 'Number of CS Reps Needed'.

Does anyone have it or know where I can find it? Someone suggested that it was on the net in a previous thread, but didn't narrow it down from there. Someone also suggested it was available as an Excel add-in, but when I went to the Microsoft website, I couldn't find it.

Help!

Thank you in advance.

[Frank A. Engle]

Bender-

Try this link:

http://www.erlang.com/calculator/index.htm

Hope this helps--

[ChrisH]

There's an example of how to build the Erlang logic into Excel on this site:

http://www.phonecalc.com

[mikael]

Bender,

Any standard Erlang C calculator will give you number-of-reps-needed if you give it the service level target, volume and AHT.

Some years ago, I picked up a copy of the Excel add-in for Erlang, but I don't remember where I got it. I know for certain that it wasn't from Microsoft. I found it by doing a web search on Erlang -- so you might start there. I do know that it was proprietary, so I couldn't send you a copy myself even if I still have it.

I got the Westbay erlang calculator off the web for my own use. It's only $80, as I recall, and I'm sure that there are others available from other sources.

Hope this helps.

[tarunpuri]

hi frank,

thanx for mentioning the link , i have no clue about erlang c, i hope this is something useful for me and everyone else in the call center industry here in india, coz if found useful i shall share it with my friends and colleagues in india...

regards,
tarun puri
email : taruncallcenter@rediffmail.com
mobile : +91 98111 41111

[Bender]

I did find the Erlang C add-in to Excel the other day. It can be found at

http://www.erlang.co.uk/excel.htm

I found this add-in EXTREMELY useful. I have used it to forecast for future scheduling and was able to show management where we are lacking in staff right now.

However it is important to remember to also take into account the Roster Factor (found in a book enititled "Call Center Forecasting and Scheduling: The Best of Call Center Management Review"). The Roster Factor helps you to identify what average percentage of people will NOT be on phones per timeslot. (Our company forecasts and tracks by :15 timeslots). It is very intresting to see. For example, although our CS manager estimated a 20% absenteeism rate on any given day (due to sick, vacation, meetings, etc) our actuals taking into account breaks and lunches too show 30%.

So we took our forecasted weekly number of calls. Broke it out by day and timeslot, used Erlang C to find out what the maximum number of agents needed per day is, and then multiplied it by the roster factor (1.30) to find out how many staff we actually need per day.

Good luck!!

[Rob Quesada]

Hi Everyone.

I got a number of agents, but I need to find a table to calculate the SoA with the agents I have already. Do you happen to know where I can find an excel table?

Thank you.

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