How do you do Erlang C in Excel?

To get the Erlang Calculator to work you will need to have macros enabled on your computer. In Excel select Tools > Options > Security > Macro Security and then select Medium. You can then “Enable macro” when you open the spreadsheet.

What is the formula for Erlang C?

Erlang C formula Pw = probability of a delay when the customer waits to connect with a support agent, P > 0. A = total traffic (traffic intensity) of the call center in Erlangs. N = number of available call center resources/agents.

What is the Erlang calculation?

To work out the traffic intensity, take the call minutes and divide by 60 to get the number of call hours. So, 600 call minutes / 60 = 10 Call Hours. Now the technical unit for Call Hours is called an Erlang. So the traffic intensity = 10 Call Hours = 10 Erlangs.

How can I use Excel in call center?

30 Call Center Tips and Tricks You Can’t Live Without

  1. Use the mute button.
  2. Don’t let customers know if you’re a novice.
  3. Take lots of notes while on calls.
  4. Don’t be hard on yourself.
  5. Show empathy, not sympathy.
  6. Question everything.
  7. Speak naturally.
  8. Don’t be afraid to put a customer on hold.

What is Erlang model?

The Erlang model is used in telephone traffic modelling to determine the required number of staff based on the forecast workload for incoming calls, together with other variables such as desired service level (percentage of calls answered within a given number of seconds).

Does Excel have Black-Scholes formula?

The Black-Scholes model in Excel Example: The stock price at time 0, six months before expiration date of the option is $42.00, option exercise price is $40.00, the rate of interest on a government bond with 6 months to expiration is 5%, and the annual volatility of the underlying stock is 20%.