Erlang A

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erik_borger
erik_borger Member, ALL USERS, Employee Posts: 1 Master Anaplanner of the Year
in Planning & Modeling

From a callcenter planning perspective we currently have Erlang B and Erlang C, which allow customers to compute the SLA given an amount of calls and their staffing level. The industry is starting to look more at the amount of calls answered as a percentage of total calls (TCA) as a way to determine staffing.

 

In order to calculate the percentage of calls answered, one needs the Erlang A function. Erlang A calculates the likelihood of someone becoming impatient and abandoning a call because they have to wait too long, and the impact that these people abandoning their calls have on the overall length of the queue. Adding Erlang A to the platform would allow our customers to more holistically assess the level of customer care they are providing.

 

For more info on Erlang A, see: https://www.callcentrehelper.com/a-beginners-guide-to-the-erlang-a-formula-140998.htm 

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