View a demo
Get a quote
Resource library

On this page

What are Erlang Formulas?

Erlang Formulas are mathematical calculations used to determine the number of staff needed to handle a given number of calls while meeting a specified service level. These formulas are essential in call centers and telecommunications to ensure efficient resource allocation and optimal service delivery.

How to Calculate Erlang Formulas

Why Erlang Formulas Matter

Erlang formulas are crucial because they help optimize staffing levels, ensuring that call centers can handle call volumes efficiently while maintaining high service levels. This optimization leads to improved customer satisfaction, reduced wait times, and better resource management.

Factors Influencing Erlang Formulas

Several factors can influence the effectiveness of Erlang formulas:

  • Call Volume: The number of incoming calls.
  • Agent Availability: The number of agents available to take calls.
  • Service Level Targets: The desired percentage of calls answered within a specific time frame.

Strategies to Improve Erlang Formulas

To enhance the accuracy and effectiveness of Erlang formulas, consider the following strategies:

  • Accurate Forecasting: Use historical data to predict call volumes accurately.
  • Flexible Staffing: Implement flexible staffing schedules to handle peak call times.
  • Training and Development: Improve agent efficiency through training and development programs.
  • Technology Integration: Use advanced call routing and workforce management software to optimize scheduling.

Related Terms

  • Average Speed of Answer (ASA): The average time taken to answer a call.
  • Call Abandonment Rate: The percentage of calls that are disconnected by the caller before reaching an agent.

Conclusion

Erlang formulas, including Erlang X, are vital tools for optimizing staffing levels and ensuring efficient call handling in contact centers. By understanding and applying these formulas, businesses can improve their service levels, manage costs effectively, and enhance overall customer satisfaction.

How NiCE is Redefining Customer Experience

NiCE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.

Back to Glossary

Contact us

If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.