Erlang X calculator     
Forecast per
Average handling time
Number of agents (integer required)
Number of lines (integer required)
Blocking %
Average patience
Abandonments %
Average speed of answer
Service level % waits less than

As service level definition the virtual waiting time is used (see the box on page 24 of "Call Center Optimization").

These calculators are based on CCmath engines.
They can be implemented in any software tool and also be called from within Excel.
For more information on these engines please contact CCmath.

The calculators are meant as an illustration of the "Call Center Optimization" book.
They should not be used without a thorough understanding of their specifications and limitations.

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