Erlang C

Verb: erlangC

Applies the Erlang C calculation according to the values entered in the parameters, and returns the ref(erlangC::adjustedServiceLevel), Lines, Call on hold and the Agent occupancy.


erlangC --callsperinterval(Numeric) --interval(TimeSpan) --averagehandlingtime(TimeSpan) [--advancedsettings(Boolean)] --requiredservicelevel(Numeric) --requiredanswertime(TimeSpan) [--shrinkage(Numeric)] (Boolean)=success (Numeric)=agentOccupancy (Numeric)=optimalAgentLines (Numeric)=probabilityOfCallWait (Numeric)=adjustedServiceLevel


Script Designer Required AcceptedTypes Description
--callsperinterval Number of Calls Required Number Amount of phone calls during a specified time interval.
--interval Interval Required Time Span Time interval that the calls defined in Number of Calls occur.
The standard time interval is 1 hour.
--averagehandlingtime Average handling time Required Time Span Average time that a phone call takes place.
--advancedsettings Advanced settings Optional Boolean When enabled, shows the options below.
--requiredservicelevel Service level Only whenAdvanced settings is True Number Percentage of expected service quality.
The expected service level is 85%.
--requiredanswertime Wait Answer Time Only whenAdvanced settings is True Time Span Average waiting time to answer calls.
The standard answering time is 30 seconds.
--shrinkage Shrinkage Optional Number Probability that one of the agents is not available to answer a call.


Script Designer AcceptedTypes Description
success Success Boolean Returns "True" if successful in executing the command, or "False" otherwise.
agentOccupancy Agent occupancy Number Percentage of time spent on answering calls.
optimalAgentLines Lines Number Amount of available agents to answer calls.
probabilityOfCallWait Call on hold Number Probability of the call being put on hold.
adjustedServiceLevel Service level Number Recalculated service level returning a more accurate result, using the number of found agents.


Command performs the calculation of Erlang C, according to the values ​.

defVar --name success --type Boolean
defVar --name agentOccupancy --type Numeric
defVar --name waitCall --type Numeric
defVar --name lines --type Numeric
defVar --name serviceLevel --type Numeric
erlangC --callsperinterval 500 --interval 01:00:00 --averagehandlingtime 00:03:00 --advancedsettings  --requiredservicelevel 0.70 --requiredanswertime 00:00:20 --shrinkage 0 success=success agentOccupancy=agentOccupancy lines=optimalAgentLines waitCall=probabilityOfCallWait serviceLevel=adjustedServiceLevel
logMessage --message "Success: ${success}\r\nAgent Occupancy: ${agentOccupancy}%\r\nlines: ${lines}\r\nWaiting calls: ${waitCall}\r\nService level: ${serviceLevel}" --type "Info"
// Success: True
// Agent Occupancy Percentage: 0.862%
// Lines: 29
// Waiting calls: 0.341
// Service level: 0.781


In the Service level, Shrinkage input parameters and the Agent occupancy output parameter, decimal values between 0 and 1 are used, representing from 0% to 100%.

See Also

  • Erlang B
  • Rule of 3