1. Traffic(Servers, Blocking): calculates the traffic intensity in erlangs for the number of servers (trunks) with the given blocking factor.
- Servers = Number of trunks handling the traffic, whole number
- Blocking = The blocking factor achieved <1, e.g. 0.10 = 10%
2. Servers(Blocking, Intensity): calculates the number of servers required to service the given traffic intensive (erlang) with the given blocking factor.
3.ErlangB(Servers, traffic): calculates the percentage likelyhood of the call being blocked, that is that all the trunks are in use and the caller will receive a busy signal.
And others for you to discover:
Agents - calculate the number of agents required to achieve a SLA target.
Trunks - the number of telephone trunks required for a given call load.
SLA - the actual percentage of calls answered with the target time.
Queued - the percentage of calls that will be queued.
Abandoned - the percentage of caller who will abandon after a given time.
Usage - percentage of agent’s time spent on the telephone.
Average Speed to Answer (ASA) - the average time taken to connect to an agent.
Queue Time - the average waiting time for those calls which are not answered immediately.
Queue Size - average number of calls queuing.
Service Time – the time within which a certain percentage of calls will be answered.
Call Capacity – the maximum number of calls that can be handled.
The add-in program must be loaded in Excel for these functions to work. Select Tools/Add-In from the menu, you should see Erlang for Excel in the list of available Add-ins - ensure that the box to left of this entry is ticked. If the Erlang Add-in is not shown, click on the Browse button and choose your Erlang.xla
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