{"id":2446,"date":"2022-02-08T11:21:52","date_gmt":"2022-02-08T01:21:52","guid":{"rendered":"https:\/\/www.bruntwork.co\/?page_id=2446"},"modified":"2024-05-16T20:28:31","modified_gmt":"2024-05-16T10:28:31","slug":"erlang","status":"publish","type":"page","link":"https:\/\/www.bruntwork.co\/erlang\/","title":{"rendered":"Erlang Calculator To Determine The Right Size For Your Customer Support Team"},"content":{"rendered":"\t\t
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Erlang C Calculator<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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The Erlang C calculator is vital, to ensure that your staffing calculations are as accurate as possible \u2013 with overstaffing causing great financial problems and understaffing risking both customer and advisor satisfaction.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Erlang C Calculator<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Agents required (raw): 8 Agents<\/b><\/h4><\/div>\r\n

Agents required (after shrinkage): 11 Agents<\/b><\/h4><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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What Is The Erlang Calculator?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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The E<\/span>rla<\/span>ng Calcu<\/span>lator <\/span>is a<\/span> si<\/span>mple<\/span>, yet power<\/span>ful <\/span>tool <\/span>that<\/span> can <\/span>be u<\/span>s<\/span>ed to calculate various properties of communication systems. Its main purpose is to calculate the number of Erlangs, or units of work, that are required to service a given number of calls. The Erlang Calculator can also be used to calculate the probability of calls being blocked, or lost, as well as the average waiting time for calls. In addition, the Erlang Calculator can be used to calculate the number of trunks, or lines, that are required to handle a given number of calls.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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How Accurate Is The Erlang Calculator?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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The c<\/span>alc<\/span>ulator i<\/span>s de<\/span>signed to<\/span> be<\/span> acc<\/span>ura<\/span>te, <\/span>but there a<\/span>r<\/span>e<\/span> som<\/span>e f<\/span>acto<\/span>rs that can<\/span> af<\/span>fe<\/span>ct th<\/span>e acc<\/span>ura<\/span>cy of the <\/span>calc<\/span>ulation<\/span>.<\/span><\/div><\/div>
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One f<\/span>act<\/span>or that <\/span>can <\/span>affect th<\/span>e a<\/span>ccur<\/span>acy<\/span> of <\/span>the Erlang <\/span>c<\/span>a<\/span>l<\/span>cul<\/span>ato<\/span>r is<\/span> the amount<\/span> of<\/span> t<\/span>ime r<\/span>equir<\/span>ed <\/span>to complet<\/span>e a <\/span>task. T<\/span>he <\/span>calcu<\/span>lator is <\/span>bas<\/span>ed on the<\/span> a<\/span>mount<\/span> of <\/span>tim<\/span>e requ<\/span>ire<\/span>d to<\/span> comple<\/span>te <\/span>a tas<\/span>k, so if <\/span>the<\/span> task tak<\/span>es<\/span> long<\/span>er t<\/span>han <\/span>expecte<\/span>d, <\/span>the calc<\/span>ulator wil<\/span>l<\/span> be less accurate.<\/span><\/div><\/div>
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Anoth<\/span>er <\/span>factor t<\/span>hat <\/span>can affec<\/span>t t<\/span>he a<\/span>ccu<\/span>racy<\/span> of the Erl<\/span>a<\/span>n<\/span>g<\/span> ca<\/span>lcu<\/span>lato<\/span>r is the nu<\/span>mbe<\/span>r <\/span>of wo<\/span>rkers<\/span> av<\/span>ailable. T<\/span>he c<\/span>alculat<\/span>or <\/span>is ba<\/span>sed on th<\/span>e n<\/span>umber of <\/span>wo<\/span>rkers<\/span> ava<\/span>ila<\/span>ble, s<\/span>o i<\/span>f th<\/span>ere are<\/span> mo<\/span>re wo<\/span>rkers ava<\/span>ila<\/span>ble than <\/span>ex<\/span>pecte<\/span>d, t<\/span>he c<\/span>alculat<\/span>or <\/span>will be <\/span>less accur<\/span>a<\/span>te.<\/span><\/div><\/div>
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The E<\/span>rla<\/span>ng calcu<\/span>lato<\/span>r is a to<\/span>ol <\/span>that<\/span> ca<\/span>n be<\/span> used to ca<\/span>l<\/span>c<\/span>u<\/span>lat<\/span>e t<\/span>he a<\/span>mount of ti<\/span>me <\/span>re<\/span>quire<\/span>d to <\/span>com<\/span>plete a ta<\/span>sk. <\/span>The cal<\/span>cul<\/span>ator <\/span>is design<\/span>ed <\/span>to be acc<\/span>ur<\/span>ate, <\/span>b<\/span>ut <\/span>the<\/span>re are<\/span> so<\/span>me f<\/span>actors <\/span>tha<\/span>t can<\/span> affect t<\/span>he <\/span>accuracy <\/span>of<\/span> the <\/span>calc<\/span>ulat<\/span>ion.<\/span><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tEnquire About Customer Support<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Erlang Calculator FAQs<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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These are common questions prospective clients ask us about the Erlang Calculator. The Erlang calculator formula takes into account the number of calls, the average call duration, and the average time between calls. It also takes into account the number of agents available to handle calls.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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<\/path><\/svg><\/span><\/path><\/svg><\/span>What is the Erlang calculator used for?<\/span><\/path><\/svg><\/div>

The<\/span> Er<\/span>lang<\/span> C<\/span> Calculator<\/span> is<\/span> a<\/span> tool<\/span> used<\/span> by<\/span> developers<\/span> to<\/span> help<\/span> them<\/span> estimate<\/span> the<\/span> number<\/span> of<\/span> customer support agents they need to support a given amount of incoming calls and emails. However, the calculator has been criticized for being too simplistic and for not taking into account important factors that can impact capacity constraints and bottlenecks. As a result, the calculator has been accused of being responsible for over-provisioning of agents, which can lead to wasted resources and increased costs.<\/span><\/p><\/div>\n\t\t\t\t\t<\/div>

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<\/path><\/svg><\/span><\/path><\/svg><\/span>How accurate is the Erlang calculator?<\/span><\/path><\/svg><\/div>
The E<\/span>rla<\/span>ng Calcu<\/span>lator <\/span>is a<\/span> tool use<\/span>d to<\/span> es<\/span>tima<\/span>te the numb<\/span>er <\/span>of <\/span>te<\/span>lephone lines <\/span>neede<\/span>d <\/span>t<\/span>o handle a certain amount of traffic. However, its accuracy has been called into question by some experts.<\/span><\/div><\/div>
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Some <\/span>bel<\/span>ieve tha<\/span>t the <\/span>calc<\/span>ulator is<\/span> not<\/span> ac<\/span>cura<\/span>te enough t<\/span>o b<\/span>e u<\/span>se<\/span>d in planning <\/span>for t<\/span>el<\/span>e<\/span>phone traffic. They claim that it does not take into account the different types of calls that are made, such as calls that are answered immediately, or those that are placed on hold.<\/span><\/div><\/div>
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Other<\/span>s b<\/span>elieve t<\/span>hat th<\/span>e ca<\/span>lculator <\/span>is a<\/span>ccu<\/span>rate<\/span>, but that <\/span>it <\/span>is <\/span>no<\/span>t the only fac<\/span>tor t<\/span>ha<\/span>t<\/span> should be considered when planning for telephone traffic. They claim that the amount of traffic, the type of calls, and the time of day all play a role in determining the number of lines needed.<\/span><\/div><\/div>
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The a<\/span>ccu<\/span>racy of <\/span>the Er<\/span>lang<\/span> Calculat<\/span>or i<\/span>s a<\/span>n im<\/span>portant iss<\/span>ue,<\/span> as<\/span> i<\/span>t can have a s<\/span>ignif<\/span>ic<\/span>a<\/span>nt impact on the cost of a telephone system. If the calculator is not accurate, it could lead to a system that is not able to handle the traffic, or that is too expensive.<\/span><\/div><\/div><\/div>\n\t\t\t\t\t<\/div>
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<\/path><\/svg><\/span><\/path><\/svg><\/span>Typical Erlang calculator inputs<\/span><\/path><\/svg><\/div>
As a <\/span>fun<\/span>ctional <\/span>progra<\/span>mming la<\/span>ngu<\/span>age,<\/span> Erlang is <\/span>often u<\/span>se<\/span>d <\/span>in situations where quick and reliable calculation is needed. Common input types for Erlang calculators include integers, floating point numbers, and strings.<\/span><\/div><\/div>
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Integ<\/span>ers<\/span> are the<\/span> simpl<\/span>est data<\/span> ty<\/span>pe t<\/span>o work with<\/span> in Erl<\/span>an<\/span>g.<\/span> They can be positive or negative, and there is no limit on their size. Floating point numbers are similar to integers, but they can also contain decimal points. Strings are any sequence of characters, and they are often used to represent words or phrases.<\/span><\/div><\/div>
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Erlan<\/span>g a<\/span>lso supp<\/span>orts l<\/span>ists, wh<\/span>ich<\/span> are<\/span> data struc<\/span>tures t<\/span>ha<\/span>t <\/span>can contain any mix of data types. Lists are often used to store sets of related data, such as a list of numbers to be averaged.<\/span><\/div><\/div>
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Calcu<\/span>lat<\/span>ors can <\/span>also t<\/span>ake adva<\/span>nta<\/span>ge o<\/span>f Erlang’s <\/span>pattern<\/span> m<\/span>at<\/span>ching capabilities. This allows for more complex inputs, such as lists of numbers with specific properties. For example, a calculator could be designed to take a list of numbers and return only the odd numbers in the list.<\/span><\/div><\/div>
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Erlan<\/span>g’s<\/span> flexibi<\/span>lity m<\/span>eans tha<\/span>t t<\/span>here<\/span> are many d<\/span>ifferen<\/span>t <\/span>wa<\/span>ys to input data into a calculator. The most important thing is to choose the input type that best suits the needs of the particular calculation. <\/span><\/div><\/div><\/div>\n\t\t\t\t\t<\/div>
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<\/path><\/svg><\/span><\/path><\/svg><\/span>What is the Average Handling Time (AHT)?<\/span><\/path><\/svg><\/div>
As a <\/span>con<\/span>tact cen<\/span>ter ma<\/span>nage<\/span>r, you a<\/span>re always<\/span> look<\/span>in<\/span>g<\/span> f<\/span>o<\/span>r w<\/span>ays<\/span> to <\/span>improve eff<\/span>iciency<\/span> a<\/span>nd reduce costs. One metric you can use to gauge both of those things is Average Handling Time, or AHT. AHT is a measure of the average time it takes your agents to handle a customer interaction from start to finish.<\/span><\/div><\/div>
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There<\/span> ar<\/span>e a numb<\/span>er of <\/span>fact<\/span>ors that<\/span> can affe<\/span>ct AH<\/span>T,<\/span> in<\/span>c<\/span>lud<\/span>ing<\/span> the<\/span> number of <\/span>interac<\/span>ti<\/span>ons an agent has, the length of each interaction, the type of interaction, and the number of transfers. In order to calculate AHT, you need to take all of these factors into account.<\/span><\/div><\/div>
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The E<\/span>rla<\/span>ng Calcu<\/span>lator <\/span>is a<\/span> tool th<\/span>at can he<\/span>lp yo<\/span>u <\/span>d<\/span>o <\/span>j<\/span>ust<\/span> th<\/span>at. <\/span>With this c<\/span>alculat<\/span>or<\/span>, you can input all of the relevant data and it will spit out an AHT number. This number is then a good starting point for further analysis.<\/span><\/div><\/div>
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For e<\/span>xam<\/span>ple, let<\/span>‘s say<\/span> you<\/span> have an<\/span> agent wh<\/span>o han<\/span>dl<\/span>e<\/span>s <\/span>5<\/span>0 c<\/span>all<\/span>s pe<\/span>r day. The <\/span>average<\/span> l<\/span>ength of each call is 5 minutes, and the agent makes 3 transfers per call. With this information, you can input it into the Erlang Calculator and it will give you an AHT of 9 minutes.<\/span><\/div><\/div>
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This <\/span>num<\/span>ber can <\/span>then b<\/span>e us<\/span>ed to be<\/span>nchmark a<\/span>gains<\/span>t <\/span>o<\/span>th<\/span>e<\/span>r a<\/span>gen<\/span>ts o<\/span>r against o<\/span>ther co<\/span>nt<\/span>act centers. It can also be used to set goals for improvement. For example, if you want to reduce AHT by 30%, you would know that you need to get it down to 6 minutes.<\/span><\/div><\/div>
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The E<\/span>rla<\/span>ng Calcu<\/span>lator <\/span>is a<\/span> valuabl<\/span>e tool fo<\/span>r any<\/span> c<\/span>o<\/span>nt<\/span>a<\/span>ct <\/span>cen<\/span>ter <\/span>manager. It<\/span> can he<\/span>lp<\/span> you understand your AHT and make improvements accordingly.<\/span><\/div><\/div><\/div>\n\t\t\t\t\t<\/div>
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<\/path><\/svg><\/span><\/path><\/svg><\/span>Service level target<\/span><\/path><\/svg><\/div>
In th<\/span>e w<\/span>orld of <\/span>teleco<\/span>mmun<\/span>ications<\/span>, serv<\/span>ice leve<\/span>l t<\/span>arg<\/span>ets <\/span>(SLTs) are <\/span>the max<\/span>im<\/span>um acceptable values for key performance indicators (KPIs). They are used to ensure that the quality of service (QoS) offered by a network meets the expectations of its subscribers.<\/span><\/div><\/div>
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The m<\/span>ost<\/span> importa<\/span>nt SLT<\/span>s in<\/span> the con<\/span>text o<\/span>f Erlang<\/span> ca<\/span>lcu<\/span>lato<\/span>r inputs ar<\/span>e those<\/span> r<\/span>elating to call setup time, call blocking rate, and call completion rate.<\/span><\/div><\/div>
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Call <\/span>set<\/span>up time <\/span>is the<\/span> tim<\/span>e it tak<\/span>es for<\/span> a call <\/span>to <\/span>be <\/span>conn<\/span>ected to th<\/span>e calle<\/span>d <\/span>party. The acceptable value for this KPI varies from country to country, but is typically in the range of 2-4 seconds.<\/span><\/div><\/div>
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Call <\/span>blo<\/span>cking ra<\/span>te is <\/span>the <\/span>percenta<\/span>ge of <\/span>calls th<\/span>at <\/span>are<\/span> not<\/span> able to be<\/span> comple<\/span>te<\/span>d due to a lack of available resources. The acceptable value for this KPI is typically less than 2%.<\/span><\/div><\/div>
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Call <\/span>com<\/span>pletion <\/span>rate i<\/span>s th<\/span>e percen<\/span>tage o<\/span>f calls <\/span>tha<\/span>t a<\/span>re s<\/span>uccessfully<\/span> comple<\/span>te<\/span>d. The acceptable value for this KPI varies from country to country, but is typically in the range of 95-99%.<\/span><\/div><\/div>
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Erlan<\/span>g c<\/span>alculato<\/span>r inpu<\/span>ts c<\/span>an be us<\/span>ed to <\/span>help det<\/span>erm<\/span>ine<\/span> the<\/span> necessary <\/span>values <\/span>fo<\/span>r these SLTs. In general, the higher the values of the SLTs, the more resources will be required to meet them.<\/span><\/div><\/div>
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It sh<\/span>oul<\/span>d be not<\/span>ed tha<\/span>t me<\/span>eting SL<\/span>Ts is <\/span>not the <\/span>onl<\/span>y g<\/span>oal <\/span>of a teleco<\/span>mmunica<\/span>ti<\/span>ons network. Other important factors, such as cost and customer satisfaction, must also be considered.<\/span><\/div><\/div><\/div>\n\t\t\t\t\t<\/div>
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<\/path><\/svg><\/span><\/path><\/svg><\/span>What is \u201cshrinkage\u201d in the Erlang calculator?<\/span><\/path><\/svg><\/div>
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When <\/span>it <\/span>comes to<\/span> progr<\/span>amming <\/span>lan<\/span>gua<\/span>ges<\/span>, on<\/span>e of the mo<\/span>st impo<\/span>rt<\/span>ant considerations is the issue of accuracy. This is especially true for numerical languages like Erlang, which are often used for critical calculations.<\/span><\/div><\/div>
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One o<\/span>f t<\/span>he poten<\/span>tial p<\/span>roblems<\/span> wi<\/span>th <\/span>num<\/span>eric<\/span>al language<\/span>s is th<\/span>at<\/span>, due to the way they are designed, they can sometimes round off numbers incorrectly. This can lead to inaccuracies in the results of calculations.<\/span><\/div><\/div>
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One w<\/span>ay <\/span>that thi<\/span>s prob<\/span>lem man<\/span>ife<\/span>sts<\/span> it<\/span>self<\/span> is through<\/span> someth<\/span>in<\/span>g called “shrinkage.” Shrinkage occurs when the actual value of a number is reduced due to rounding errors. For example, if a number is supposed to be 10 but is rounded down to 9 due to shrinkage, then the shrinkage rate would be 10%.<\/span><\/div><\/div>
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In so<\/span>me <\/span>cases, s<\/span>hrinka<\/span>ge can <\/span>be <\/span>ben<\/span>ign<\/span> and<\/span> may not le<\/span>ad to a<\/span>ny<\/span> noticeable inaccuracies. However, in other cases, shrinkage can lead to significant errors.<\/span><\/div><\/div>
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There<\/span> ar<\/span>e a few <\/span>ways t<\/span>o comba<\/span>t s<\/span>hri<\/span>nka<\/span>ge i<\/span>n Erlang ca<\/span>lculati<\/span>on<\/span>s. One is to use the “bignum” library, which is designed to help with calculations that involve large numbers. Another is to use the “exact” library, which is designed to help with calculations that need to be very precise.<\/span><\/div><\/div>
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If yo<\/span>u a<\/span>re doing<\/span> any k<\/span>ind of <\/span>cri<\/span>tic<\/span>al <\/span>calc<\/span>ulation in <\/span>Erlang,<\/span> i<\/span>t is important to be aware of the issue of shrinkage and take steps to avoid it.<\/span><\/div><\/div><\/div>\n\t\t\t\t\t<\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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What Do Agents Think About Working for BruntWork's Clients?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Caren Mangaran shares her experience, firsthand.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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