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Erlang distribution
(redirected from Erlang C)

    Also found in: Wikipedia 0.01 sec.
Erlang distribution [′er‚läŋ ‚dis·trə‚byü·shən]
(statistics)
gamma distribution


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Most call centers use a model called Erlang C that takes into account the randomness of the arriving workload as well as the queuing behavior (holding for the first available agent) of the calls.
The basics of calculating call center staff by Reynolds, Penny / Customer Interaction Solutions
To model the random arrival of incoming calls, the resources required to handle them, and the resulting service associated with that staff level, a special technique called Erlang C modeling is widely used in the call center industry.
The science of call center management by Reynolds, Penny / Communications News
Your Prediction Whether you've done your forecasts and schedules with workforce management software, spreadsheets or the old-fashioned way with a pencil and a calculator, you've likely arrived at your numbers and predictions of service with an Erlang C model.
Unraveling the mystery of service level discrepancies by Reynolds, Penny / Customer Interaction Solutions
 
 
 
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