Erlang X calculator     
Scenarios
INPUTINPUTINPUTINPUT Forecast per  
INPUT INPUT INPUT INPUT Average handling time
INPUT INPUT INPUT INPUT Average patience
INPUT INPUT INPUT INPUT Redials %
INPUT OUTPUT OUTPUT OUTPUT Number of agents Integer
OUTPUT INPUT OUTPUT OUTPUT Average speed of answer
OUTPUT OUTPUT INPUT OUTPUT Service level % waits
less than
OUTPUT OUTPUT OUTPUT INPUT Abandonments %
OUTPUT OUTPUT OUTPUT OUTPUT Occupancy %


For more details, 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.

Available at:





(in most countries the cheapest option)