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Glossary

What is Erlang Models?

Erlang model is used for measuring the load on service providing equipment, such as telephone circuits or switches. This traffic engineering technique helps in determining the number of installations required in various telecommunication scenarios. One Erlang is equivalent to one call (including call attempts and holding time) in a specific channel for 3600 seconds in an hour. An Erlang symbolizes the continuous use of one voice path. Erlang represents the average number of concurrent calls carried by circuits. Outsourced call center companies make use of Erlang calculator to help in call center planning.

Erlang' calculators are used throughout the world to carry out a variety of statistical calculations associated with telecommunication systems and call centers. This method allows you to figure out how many agents are working and how much resources are actually required. This is calculated on Excel Spreadsheet.

Erlang is based on methods for simulating call center scenarios and predicting the customer and agent experience. The tool generates a huge number of permutation and combination giving a call center manager options to optimize business operations and cut down the operational expenses. It should also report the metrics that cover several aspects of a call center operation, such as customer satisfaction, agent utilization and costs. Such a solution is a comprehensive decision-making tool for a call center manager, and will be more accurate than a plug and play tool or a simple in-house scheduler.

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