CCmath: call center optimization

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The Erlang-Profit calculator can help call centers to maximize profits. This is interesting if the expected rewards of calls compensate the costs of the call center.

Expected number of arrivals per
Average service time
Communication cost per (per line)
Fixed agent cost per
Call reward (amount gained at service completion)

Abandonment time
Acceptable waiting time
Number of agents (smaller than )

Lines (smaller than )

Output average profit per minute

Output abandonments %
Output blocked %
Output service level %

However, with high rewards economical objectives will dominate the quality of service. For example, increasing rewards can yield higher productivities and lower service levels.

The Erlang P calculator is part of the CCmath Erlang module and Excel add-in. For more information see under software.