The Erlang C formula is used when a customer is added to a queue because an assistance resource is not available. The customer then stays in the queue until a resource becomes available. Another Erlang formula is used when a customer is denied service and their request is rejected when they ...
The Erlang C formula takes into account the number of agents available, the number of queued calls waiting and the average amount of time it takes for each customer. It also considers the random arrival of calls into the centre, as well as the “hold for the first agent” queuing that ty...
The ErlangC function takes two arguments, first m the number of agents and second u the traffic intensity. The average speed of answer (ASA) represents the average wait time for a call. The ASA computation is based on the Erlang-C formula. In the sample spreadsheet, the ASA is computed ...
Zhao and Zhang [6] presented a formula for the joint density of the number of claims until ruin and the time to ruin, by assuming infinitely divisible inter-arrival times and Erlang claim sizes. Recently, Li and Lu [7] considered a risk model with interest and obtained the moments and ...
the fine-print of the Erlang-C formula is beyond the scope of this guide1. In the sample spreadsheet, the probability to wait is computed in B12 using the ErlangC macro function implemented in Visual Basic. The ErlangC function takes two arguments, firstmthe number of agents and second u...