Articles - Erlang Calculations
Erlang calculations are essential for accurate forecasting and resource planning in contact centres. This collection of expert tutorials, worked examples, and downloadable tools explains how to apply Erlang formulas to calculate staffing needs, service levels, and call wait times. Learn how the Erlang C model works, how to adapt it for different channels, and how small changes in assumptions can affect performance. These resources help managers and planners use data confidently to balance customer experience with operational efficiency.
