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Erlang C

Definition

Erlang C

Erlang C is a traffic modeling formula used in call center scheduling to calculate delays or predict waiting times for callers. Erlang C bases its formula on three factors: the number of reps providing service; the number of callers waiting; and the average amount of time it takes to serve each caller. Erlang C can also calculate the resources that will be needed to keep wait times within the call center's target limits. This method assumes that there are no lost calls or busy signals, and therefore may overestimate the staff that is required.

Erlang B and Erlang C were developed by A.K. Erlang, for whom the erlang measure of traffic density and the Erlang programming language were named.

Related glossary terms: outbound call, virtual agent (intelligent virtual agent, virtual rep or v-rep), outbound call center, off-peak, inbound call, Erlang B, inbound call center, call center agent, speech recognition, voice logger

This was last updated in July 2007

Posted by: Margaret Rouse

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