Erlang C is a mathematical model used to calculate the number of agents needed in a call center or support team to meet a specific service level target based on volume and average handling time.
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Why is workforce planning harder than just "Total Tickets / Hours"?
Because tickets don't arrive in a flat line; they come in "Bursts." Erlang C accounts for this randomness to tell you how many people you need on shift at 2:00 PM on a Tuesday to ensure a 60-second response time.
Knowledge Challenge
Mastered Support Workforce Planning (Erlang C)? Now try to guess the related 6-letter word!
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