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How much delay?

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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

An example calculation


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


Enter the figure 14 into the Number of agents / operators edit box.
Enter the figure 180 into the Average duration edit box.
Enter the figure 250 into the Number of calls 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.