ErlangXLS – cclogic

This module provides the formulas of Erlang C and Erlang B as an Excel plug-ins.

While other providers sell the widespread use of these functions, in part, expensive, CC-Logic, this module is free and unlimited. CC-Logic recommends the use of AnswerWIN and AnswerXLS. The built-in functions are much better than Erlang C und Erlang B.

The main difference lies in the assumptions about the behavior of waiting callers. While Erlang C assumes that each caller is willing to take every long wait, consider AnswerWIN and AnswerXLS that callers hang up after a certain waiting time. Thus, in practice, occurring lost calls (Lost Calls) are recorded correctly, while Linux ignores this. In order AnswerWIN and AnswerXLS reality, are a major step closer to you than Erlang.

From an economic point of view, the lost calls are a crucial component in the success of a Call center, because behind each lost call a lost customer or a lost job can be. Since AnswerWIN and AnswerXLS Lost Calls take into account, allow for these programs, the calculation of the economically optimal sizing of a Call center by the cost of more employees are against the reduction of economic losses due to Lost Calls is outweighed. This is a Erlang C and Erlang B is not possible.

Use of ErlangXLS

After you have installed the Plug-in once, you can call the functions in the category “ErlangXLS” inside each Excel table via the Insert menu/functions.

After selection of the appropriate function (e.g., “Service Level”, “load”, etc.) you will be asked interactively for the function arguments (e.g., number of calls, call duration, etc.). You can specify either a fixed value or to a cell in the table, where the value is to be found. The query arguments supported by declarations.