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Dimension contact center staffing and predict customer wait times. Analyze the impact of agent counts on Service Level Agreements (SLAs).
Contact Center Input
Awaiting Parameters
Enter call volume (Erlangs) and staffing levels to calculate queue performance and SLA probabilities.
Erlang C is a fundamental model for estimating delay in a M/M/c queueing system. Unlike Erlang B, it assumes that blocked calls enter a queue and wait indefinitely until an agent becomes available. It is the gold standard for contact center dimensioning and Workforce Management (WFM).