|Erlang X calculator     |
The definitions of the service level and the average speed of answer are based on the so-called "virtual waiting time". This is the time a very patient customer has to wait. For more details, see the box on page 24 of "Call Center Optimization ".
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.