The Call Center Planning model example is an easy tool for staffing and planning at call centers.

It uses the industry-standard Erlang-B and Erlang-C traffic models to answer questions like: How many agents do I staff at each call center given different call volumes? What will be the average wait time for a caller? What is the probability that a caller will have to wait to get serviced? It is easy to use and does not require knowledge of complex queuing theory. The functionality used within the Call Center Planning model example also applies to many other cases, such as grocery checkout counters, highway toll booths, and airline check-ins.

Business Function

HR, Other


All Industries, Banking


343.3 MB



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