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Glossary

What is Erlang C?

Erlang C is a queuing model commonly used to determine the performance of a call center. This model is designed around queuing theory. This model assumes a random call arrival pattern; the caller makes a call and is put in queue until someone is available to answer the call. The Erlang C model is commonly used to check how many staff or call stations are needed, based on the number of calls per hour, the average duration of call and the length of time calls are left in the queue. This model also helps in calculating bandwidth used on data transmission circuits. The Erlang C figure is somewhat more difficult to determine because there are more interdependent variables.

Erlang C model is based on following assumptions:

·         An infinite number of sources

·         Random traffic arrival pattern

·         Blocked calls delayed

·         Hold times exponentially distribute


Erlang C is a traffic modelling formula used in outbound call centers for scheduling to calculate delays or predict waiting time for callers. Erlang C formula is based on three factors: the number of reps providing service; the number of callers waiting; and the average amount of time it takes to serve each caller. Erlang C is most commonly used to calculate how long callers will have to wait before being connected to a human in a call center or similar situation.

Erlang C model is used for automatic call distributor (ACD) design to determine number of agents needed. 

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