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The Erlang C Traffic Model

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The Erlang C traffic model is an analytical model for estimating the performance of telecommunications systems incorporating queuing. Queuing applications include operators and call centre agents. It is less common, although quite possible, to offer queuing to trunk groups. The model makes the following assumptions:

 

Calls are offered randomly to a queue (Poisson arrivals),
Users wait if they find the system busy.
Service times are exponential.
Users are served in the order of arrival.
Users are directed to the first available server (agent).
Queue sizes are unlimited.

 

The Erlang C traffic model doesn’t take abandoned calls into account, but if your call center is engineered sensibly, this should not be a factor. It may cause a problem when attempting to use Erlang C to analyse an existing call center with poor performance.

 

See also

 

The Erlang C variables