How much delay?

What will the average delay to all calls be if 14 agents are answering 250 calls per hour of 180 seconds duration each?

An example calculation

•	Click with your mouse on the radio button next to the Average delay field. This indicates that this is the unknown quantity be calculated.

•	Enter the figure 14 into the Number of agents edit box.

•	Enter the figure 180 into the Average duration edit box.

•	Enter the figure 250 into the Calls per hour edit box.

•	Press the Calculate button.

After a short time, the figure 71 will appear in the Average delay field indicating that callers will experience an average delay of 71 seconds if the assumptions of the Erlang C traffic model are met.