Mathematical Formula for Erlang cDate: 7/26/96 at 16:23:41 From: Anonymous Subject: Erlang c (mathamatical formula) My question is simple yet complex. I would like to know the formula for erlang c. This is used to calculate the number of agents required to answer randomly delivered calls into a call centre. I have looked in libraries, the entire web and also contacted many call centre companies. There are computer programs out there which calculate the agents required automatically but I wish to program my spreadsheet to simplify things a lot. A.K. Erlang invented this fantastic formula as a means of understanding incoming calls. I need the formula with the variable of service level (i.e. 80% of calls in 30 seconds), calls received (number of incoming calls), Average Handle Time (the length it takes an agent to handle a call and the sample period (i.e. half an hour). Work load is calculated in erlangs. Please help - I'm totally stumped. I am a business student at the University of Western Ontario in London, Canada. Thanks for your time. Good luck. You'll need it. Date: 8/2/96 at 20:21:13 From: Doctor Jodi Subject: Re: Erlang c (mathamatical formula) Hi there! We're not going to be of terribly much help, but I thought I would pass on a lead that I found. Apparently, Erlang is a computer programming language which is mostly used in answering the sorts of questions you're interested in. However, my search also turned up another person working on Erlang B problems; he has written some java applets which approximate Erlang C. You can find them at http://hubbabubba.nomius.com/~sagetele/ Best luck with your project; I hope that this info helps and am sorry we couldn't help more. -Doctor Jodi, The Math Forum Check out our web site! http://mathforum.org/dr.math/ Editor's Note: the web page previously mentioned seems to have vanished. Other related sites are: http://felix.unife.it/Root/d-Mathematics/d-Statistics/t-Erlang-distributions (includes a discussion of the Erlang models) http://www.anao.gov.au/bpg_telecentres/telehbk4.html (contains Java) http://www.kaval.com/erl2.htm (Erlang calculator in English) http://www.micronet.fr/~hilleret/erlangc.html (Erlang calculator in French) |
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