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Intensity equation12/28/2023 So you need to cast your mind back to school maths. N! is mathematical notation for N factorial. This looks scary so let’s look at the key elements individually and build it up in stages. (If you are uncertain, scroll down to the bottom of the page where I will show how they are the same formula.) It just uses different units (u) and (m) and has a factor multiplied across the top and the bottom of the formula. Calculate the Erlang Formula for Probability a Call Waitsĭon’t worry this is the same formula. ![]() We then increase the Number of Agents until Service Level is met. We then feed the Traffic Intensity (A) and the Number of Agents (N) into the Erlang C formula to see what is the probability that a call waits and then work out the Service Level. So, we start with adding 1 to the traffic intensity.Įstimate 1: N = A + 1 = 10 + 1 = 11 Agents This figure of 10 agents would assume that all calls arrive at exactly the moment that a previous call has finished and that there is no queuing. This means that the minimum number of agents that we would need in the call centre would be 10 agents. We know that we have 10 Erlangs (10 calls hours of traffic per hour). We now need to estimate the Raw Number of Agents Required to handle this traffic intensity. Estimate the Raw Number of Agents Required (N) So the traffic intensity = 10 Call Hours = 10 Erlangs. Now the technical unit for Call Hours is called an Erlang. So, 600 call minutes / 60 = 10 Call Hours. To work out the traffic intensity, take the call minutes and divide by 60 to get the number of call hours. So if we have 200 calls with an Average Handling Time of 3 minutes, we would have a total of 200 x 3 = 600 call minutes. The traffic intensity is the length of time that all of the phone calls would take if ordered end to end. So, we have 100 calls per 30 minutes, which works out as 200 calls per hour.
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