They also use Erlang C for staffing levels, which was invented by A.
Erlang C assumes that callers will remain in queue-which may had been true in 1917 with telephone users at the time willing to wait for a long time before being connected, but definitely not today, especially in the "want it now" environment.
AWO overcame the agent requirements forecasting flaws in Erlang C with queuing models capturing abandonments correctly for non-skills based environments.
To manage the ACD queue in the most efficient way possible, the Erlang C algorithm is used to determine optimum staffing requirements.
However, if the Erlang C algorithm was told that 116 staff would be working to answer all the questions, the staff occupancy rate would be only 51%, "which means they are spending half their time doing something other than reference" (p.
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.
Let's take a look at Erlang C predictions based on the 20 hours of workload we defined earlier.
So, with 24 staff in place, the Erlang C model predicts that 30 percent of callers would be delayed and that they would wait an average of 45 seconds in queue.
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.
The Erlang C model takes this randomness of call arrivals into account when determining staff requirements and predicting service levels.
One of the assumptions of the Erlang C model is that callers will wait an infinite amount of time for an agent.