LinkBack URL
About LinkBacks
Hi Guys. I need your help and I would appreciate if you have a template on how can I determine the number of agents needed in a call center using the ERLANG formula. I am having difficulty in figuring it out by myself. Thanks a lot in advance!
How to calculate number of headcount needed using erlang formula in call center
Hi Guys. I need your help and I would appreciate if you have a template on how can I determine the number of agents needed in a call center using the ERLANG formula. I am having difficulty in figuring it out by myself. Thanks a lot in advance!
What is the erlang formula?
How does it work?
could you calc this manually? If so, show how
1. Use code tags for VBA. [code] Your Code [/code] (or use the # button)
2. If your question is resolved, mark it SOLVED using the thread tools
3. Click on the star if you think someone helped you
Regards
Ford
This formula is used in Call Center Industry. I need to know how it works manually because google shows calculator where you can enter the value and it calculates automatically. But I need to know how its being calculated.
How to calculate Erlang?
EXAMPLE: In a telephone exchange with 100 lines, what is the demand produced if each line receives, on average, 2 calls/hour and these have an average duration of 3 minutes?
Solution: 100 x 2 = 200 calls arrive at the exchange per hour, which take up 200 x 3 = 600 minutes = 10 hours.
Last edited by DJunqueira; 01-03-2024 at 02:48 AM.
Scenario:
If I have 10 calls received per 30 mins interval which is 20 calls per hour, with an average handling time of 11 mins, a service level of 80% with a average speed of answer is 25 secs. How many people do I need to have ?
Last edited by thealndyn; 01-03-2024 at 02:53 AM.
From the 3 minutes.
Excel itself does not have ERLANG functions, but there are add-ins for Excel with ERLANG functionalities. See for example https://www.ccmath.com/erlang-excel/ or http://www.erlang.co.uk/excel.htm
Hi. we are not allowed to put some add ins on our Excel. Is there any alternatives for this?
It is possible in Excel, but it is not easy.
If you can explain how to calculate this problem, it is possible.
This requires a lot of mathematical knowledge at an academic level and a lot of time.
Information about this see: https://en.wikipedia.org/wiki/Erlang_distribution
I know something about math, but this is way over my head.
An alternative
I did find an online erlang calculator.
At first glance it seems easy to use and the results are very clear.
See https://www.callcentretools.com/tool...ng-calculator/
This may be an option.
appreciate your response on this. but I need to how to calculate it manually. without using calculator.
If WE dont know how the calculation works, we cannot know how to program excel how to do it, thats why we ask.
I found on this site an Excel spreadsheet that explains the calculation:
https://www.callcentrehelper.com/erl...ple-121281.htm
This site also explains step by step how this can be calculated manually.
Attachment: Excel spreadsheet with explaining Erlang formula.
I hope you can get through this.
Nice. This could be a big help. Thank you
Last edited by thealndyn; 01-04-2024 at 02:00 AM.
There are currently 1 users browsing this thread. (0 members and 1 guests)
Posting Permissions
Register To Reply
Bookmarks