Building Erlang A Calculator in Excel
I used the example calculation for the Erlang C formula (found here: https://www.callcentrehelper.com/erlang-c-formula-example-121281.htm) 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: https://www.callcentrehelper.com/a-beginners-guide-to-the-erlang-a-formula-140998.htm , 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!