Building Erlang A Calculator in Excel

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Building Erlang A Calculator in Excel
I used the example calculation for the Erlang C formula (found here: to build out a model to determine the number of agents required for our call center at various times for each day of the week in Excel. I was hoping to work in the Erlang A formula, so we could account for the abandoned calls. I was able to find some information on the Erlang A formula here: , but I am unable to find any information on building out this calculation in Excel. Could you offer any guidance or provide any examples on how to do this? Thanks in advance!


Call Centre Helper

It is not a trivial task
Building an Erlang calculator is not a trivial task and took me around 6 months to master it.

The easy solution is to use the Erlang A formula that is built into the Abandons results of the Erlang calculator.

Because of the propensity of Erlang A to underestimate the number of agents, I have used Erlang A for just the number of abandons.

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