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Erlang traffic models

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The calculations performed by CC-Excel are based on the Erlang traffic models developed in the first half of the last century. Two models are used:

 

The Erlang C traffic model is used for estimating call handling performance where calls are queued and 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 B traffic model is used for estimating the number of lines required into a call centre facility and makes the following assumptions:

 

•        Calls are presented randomly to a trunk group (Poisson arrivals).

•        Call times are fixed or are exponentially distributed.

•        Blocked calls are cleared.

 

See also

 

Important notice