The Erlang C Formula is a mathematical equation used to calculate the number of agents needed in a contact center, given the number of calls and the desired or target service level. It helps determine the probability that a call will wait in a queue, considering the traffic intensity (A) and the number of available agents.
How to Calculate Erlang C Formula
The Erlang C formula is used to calculate the probability that a call will wait in a queue, given the traffic intensity and the number of agents available. Here are the steps to calculate it:
Example Calculation
Let's say a call center receives 100 calls per hour ((\lambda = 100)) and the average handling time is 3 minutes ((h = 3/60 = 0.05) hours). If there are 10 agents ((N = 10)):
Why Erlang C Formula Matters
The Erlang C Formula is crucial for contact centers as it helps in:
Optimizing Staffing Levels: Ensuring the right number of agents are scheduled to meet call demand.
Improving Customer Satisfaction: Reducing wait times and improving service levels.
Cost Management: Balancing the cost of staffing with the need to provide timely service.
Factors Influencing Erlang C Formula
Several factors can influence the effectiveness of the Erlang C Formula:
Training and Development: Improve agent efficiency through training and development programs.
Technology Integration: Use advanced call routing and workforce management software to optimize scheduling.
Related Terms
Erlang B Formula: Used to calculate the number of lines required in a system without queuing.
Service Level Agreement (SLA): A commitment between a service provider and a client regarding service standards.
Average Speed of Answer (ASA): The average time taken to answer a call.
Conclusion
The Erlang C Formula is a vital tool for contact centers to optimize staffing levels, improve customer satisfaction, and manage costs effectively. By understanding and applying this formula, contact centers can ensure they meet their service level targets while maintaining operational efficiency.
Calculate Traffic Intensity (A):A = λ × h where:
(\lambda) = average number of calls per time period
(h) = average handling time per call
Calculate the Probability of Zero Calls in the System (P(0)):where:
(N) = number of agents
Calculate the Probability that a Call Waits (P(W)):
Calculate the Average Speed of Answer (ASA):
Traffic Intensity (A):A = 100 x 0.05 = 5
Probability of Zero Calls in the System (P(0)):
Probability that a Call Waits (P(W)):
Average Speed of Answer (ASA):
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