Erlang C for Incoming Call Centers

Talk Time in seconds=180

After call Work in seconds=10

Calls per Half Hour=100

Service Level Objective in seconds=30

Agents	P(0)	ASA	DLYDLY	CW	BsyCW	SL	AgtBsy%	TKLD
11	85.1%	363.7	427.5	20.2	23.7	20.7%	96.0%	30.2
12	57.8%	76.0	131.5	4.2	7.3	54.0%	88.0%	14.2
13	37.9%	29.5	77.7	1.6	4.3	74.2%	81.2%	11.6
14	24.0%	13.2	55.2	0.7	3.1	86.1%	75.4%	10.7
15	14.6%	6.2	42.7	0.3	2.4	92.8%	70.4%	10.3
16	8.6%	3.0	34.9	0.2	1.9	96.4%	66.0%	10.2
17	4.8%	1.4	29.5	0.1	1.6	98.3%	62.1%	10.1
18	2.6%	0.7	25.5	0.0	1.4	99.2%	58.6%	10.0
19	1.3%	0.3	22.5	0.0	1.2	99.6%	55.6%	10.0

• Agents = NUMBER OF REPS ON PHONES.
• P(0) = PROBABILITY OF A DELAY GREATER THAN 0 SECONDS.
• ASA = AVERAGE SPEED OF ANSWER. THIS IS THE AVERAGE DELAY OF ALL CALLS, INCLUDING THE ONES THAT AREN'T DELAYED.
• DLYDLY = AVERAGE DELAY OF DELAYED CALLS ONLY.
• CW = AVERAGE NUMBER OF CALLS IN QUEUE AT ANY TIME, EVEN WHEN THERE IS NO QUEUE.
• BusyCW = AVERAGE NUMBER OF CALLS IN QUEUE WHEN ALL REPS ARE BUSY AND A QUEUE EXITS.
• SL = SERVICE LEVEL. THE PERCENTAGE OF CALLS THAT SHOULD BE ANSWERED IN THE SECONDS SPECIFIED BY THE TSR NUMBER.
• AgtBsy%= PERCENT TSR OCCUPANCY. THE PERCENTAGE OF TIME TSRs WILL BE IN EITHER TALK OR AFTER-CALL WORK MODE. THE BALANCE OF THE TIME THEY SHOULD BE IN AVAILABLE MODE.
• TKLD = HOURS OF TRUNK TRAFFIC (UTILIZATION).