Call volume & staffing

Arrival rate: 240 calls/hr Avg handle time: 180 s Agents on duty: 14 Service-level target: 20 s

Live call simulation

Erlang C — theoretical

Offered load A—

Traffic intensity ρ = A/n—

Erlang C, C(n,A)—

Avg wait (ASA)—

Service level—

Avg # in queue, Lq—

Live simulation (empirical)

Calls handled0

Agents busy now0 / 0

Calls waiting now0

Empirical avg wait—

Empirical service level—

A = arrival_rate × avg_handle_time (Erlangs). Erlang C: C(n,A)=n·B(n,A)/(n−A·(1−B(n,A))) via B(0,A)=1, B(k,A)=A·B(k−1,A)/(k+A·B(k−1,A)). Wait = C(n,A)/(n·μ−λ). Service level = 1−C(n,A)·e^(−(n−A)·t/AHT). Press Play to run a live Poisson-arrival / exponential-service simulation of the same queue.