This worksheet shows how to do the Erlang-C calculations in Excel using just the Excel built-in functions.

Calls
per interval
calls
360
360
360
360
360
360
360
360
360
360
360
360
360
360
360
360
360
360

Input Values
Interval
Call
Number
seconds duration of agents
(TS)
(M)
seconds seconds
agents
1800
240
49
1800
240
50
1800
240
51
1800
240
52
1800
240
53
1800
240
54
1800
240
55
1800
240
56
1800
240
57
1800
240
58
1800
240
59
1800
240
60
1800
240
61
1800
240
62
1800
240
63
1800
240
64
1800
240
65
1800
240
66

Target
Answer
Time
seconds
15
15
15
15
15
15
15
15
15
15
15
15
15
15
15
15
15
15

Traffic
Intensity
(U)
48
48
48
48
48
48
48
48
48
48
48
48
48
48
48
48
48
48

Working Values
Agent
Erlang-C
Occupancy Function
(RHO)
0.9796
0.9600
0.9412
0.9231
0.9057
0.8889
0.8727
0.8571
0.8421
0.8276
0.8136
0.8000
0.7869
0.7742
0.7619
0.7500
0.7385
0.7273

0.8368
0.6945
0.5714
0.4660
0.3765
0.3013
0.2387
0.1872
0.1452
0.1114
0.0845
0.0634
0.0470
0.0344
0.0249
0.0178
0.0126
0.0088

SLVL

0.2139
0.3871
0.5263
0.6371
0.7245
0.7929
0.8459
0.8865
0.9173
0.9404
0.9575
0.9701
0.9791
0.9856
0.9902
0.9934
0.9956
0.9971

e Excel built-in functions.

Results
Agent
Immediate Service Average
Occupancy
Answer
Level Speed Of
Answer
percent
percent percent seconds
98.0
16.3
21.4
200.8
96.0
30.6
38.7
83.3
94.1
42.9
52.6
45.7
92.3
53.4
63.7
28.0
90.6
62.3
72.5
18.1
88.9
69.9
79.3
12.1
87.3
76.1
84.6
8.2
85.7
81.3
88.6
5.6
84.2
85.5
91.7
3.9
82.8
88.9
94.0
2.7
81.4
91.5
95.8
1.8
80.0
93.7
97.0
1.3
78.7
95.3
97.9
0.9
77.4
96.6
98.6
0.6
76.2
97.5
99.0
0.4
75.0
98.2
99.3
0.3
73.8
98.7
99.6
0.2
72.7
99.1
99.7
0.1