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Erlang Library for Excel |
Using the Erlang C queueing model, the C Calculator computes the traffic load in erlangs, the average wait time for all calls, and the service level percent. The inputs to this computation are period length, number of calls, AHT, number of agents, and service level seconds. The calculator is designed for use by call center professionals.
Press the C button on the Erlang Toolbar.
When the C calculator opens, it looks like this:
Here the input fields are grouped together in the upper part panel of the window, while the output fields appear in the lower panel. (Please note the Help button.) Enter some values in the input fields:
Now press the Compute button. The calculator fills the output fields:
At this point you may close the window, or change some of the the inputs and press Compute again. Suppose we change NCall to 100 and press the Compute button. An error message appears over the calculator:
The error message occurs because the inputs that you specified resulted in a traffic load of 13.33 erlangs. To carry that much traffic, you need more than 13.33 agents, because in the Erlang C queueing model, the number of servers must always be greater than the offered traffic load in erlangs. But in this case, the number of agents was only 10.
Press the Ok button to clear the error window. The calculator window is now available for editing inputs again, with the word ERROR appearing in the output windows:
You can close the window, or change the inputs and press Compute again.