The Erlang C Calculator

The Erlang C Calculator is based on the Erlang C traffic model and is used for calculations involving the queueing of telephone calls. This means that it offers a way of calculating the number of call centre agents or switchboard operators required if the call volumes are known.

The Erlang C Calculator simplifies the complicated calculations required to predict and analyse call centre performance. There are a number of variables involved in such calculations including the number of calls received per hour, the average duration of the calls and the required answering performance.

As with the Erlang B Calculator, reverse calculations are possible to answer such questions as:

•	How many calls can the operators handle?

•	What duration of calls can be handled?

•	What will the average delay to incoming calls be?

•	How many calls will be answered within target?