Erlang Calculations for Microsoft Excel

Erlang for Excel - ErlangXL97.xla

This document applies to Erlang for Excel version 1.8 This spreadsheet add-in gives you the ability to work with standard Erlang-C calculations within Microsoft Excel. The functions provided are: Abandoned - the percentage of callers who will abandon after a given time. Agents - calculate the number of agents required to achieve a SLA target. AgentsASA - calculate the number of agents required to achieve an ASA target. Average Speed to Answer (ASA) - the average time taken to connect to an agent. Call Capacity the maximum number of calls that can be handled. Fractional Agents calculate the number of agents required to achieve a SLA target. Fractional Call Capacity the maximum number of calls that can be handled. Queue Size - average number of calls queuing. Queue Time - the average waiting time for those calls that are not answered immediately. Queued - the percentage of calls that will be queued. Trunks - the number of telephone trunks required for a given call load. Service Time the time within which a certain percentage of calls will be answered. SLA - the actual percentage of calls answered with the target time. Usage - percentage of agents time spent on the telephone. The add-in program must be loaded in Excel for these functions to work. Select Tools/Add-In from the menu, you should see Erlang for Excel in the list of available Add-ins - ensure that the box to left of this entry is ticked. If the Erlang Add-in is not shown, click on the Browse button and choose either C:\Program Files\Microsoft Office\Office\Library\ErlangXL97.xla (for Excel 97) or C:\Windows\Application Data\Microsoft\AddIns (for Excel 2000).

Abandon Function
Function Abandon(Agents As Single, AbandonTime As Single, CallsPerHour As Single, AHT As Integer) As Single Agents is the number of agents available AbandonTime is time in seconds before the caller will normally abandon CallsPerHour is the number of calls received in one hour period AHT (Average handle time) is the call duration including after call work in seconds e.g. 180 Returns the percentage of calls that will abandon after the abandon time given. It is assumed that callers will wait for an answer and only abandon if waiting longer than the AbandonTime. e.g. =Abandon(8,30,100,180) returns a value of 0.09 (9%)

Agents function
Function Agents(SLA As Single, ServiceTime As Integer, CallsPerHour As Single, AHT As Integer) As Integer SLA is the % of calls to be answered within the ServiceTime period e.g. 0.85 (85%) ServiceTime is target answer time in seconds e.g. 15 CallsPerHour is the number of calls received in one-hour period AHT is the call duration including after call work in seconds e.g. 180 (3 minutes) Returns the number of agents required to achieve the correct SLA. e.g. =Agents(0.85,15,100,180) returns the value of 8

AgentsASA function
Function AgentsASA(ASA As Single, CallsPerHour As Single, AHT As Integer) As Integer

Erlang Calculations for Microsoft Excel

ASA is the average speed of answer in seconds ServiceTime is target answer time in seconds e.g. 15 CallsPerHour is the number of calls received in one-hour period AHT is the call duration including after call work in seconds e.g. 180 (3 minutes) Returns the number of agents required to achieve the correct ASA. e.g. =Agents(15,100,180) returns the value of 8

ASA Function
Function ASA(Agents As Single, CallsPerHour As Single, AHT As Integer) As Single Agents is the number of agents available CallsPerHour is the number of calls received in one-hour period AHT (Average handle time) is the call duration including after call work in seconds e.g. 180 Returns the Average Speed to Answer for the given number of agents. e.g. =ASA(8,100,180) returns a value of 10

CallCapacity Function
Public Function CallCapacity(NoAgents As Single, SLA As Single, ServiceTime As Integer, AHT As Integer) As Single NoAgents = the number of agents available SLA = target percentage of calls to be answered e.g. 0.85 = 85% ServiceTime = target answer time in seconds e.g. 15 AHT = (Average handle time) is the call duration including after call work in seconds e.g. 180 The CallCapacity function calculates the maximum number of calls that can be processed by the given number of agents. e.g. =CallCapacity(8,0.85,15,180) returns a value of 103

FractionalAgents function
Function FractionalAgents(SLA As Single, ServiceTime As Integer, CallsPerHour As Single, AHT As Integer) As Single SLA is the % of calls to be answered within the ServiceTime period e.g. 0.85 (85%) ServiceTime is target answer time in seconds e.g. 15 CallsPerHour is the number of calls received in one hour period AHT is the call duration including after call work in seconds e.g. 180 (3 minutes) Returns the number of agents (and fractions of agents) required to achieve the correct SLA. e.g. =FractionalAgents(0.85,15,100,180) returns the value of 7.83 The implementation of a fractional agent calculation has no validity within the Erlang model, agents can only be added in whole numbers. It is included for situations where a more accurate costing model of agents is required.

FractionalCallCapacity function
Function FractionalCallCapacity(NoAgents As Single, SLA As Single, ServiceTime As Integer, AHT As Integer) As Single NoAgents is the number of fractional agents available as a decimal, e.g. 8.5 SLA is target percentage of calls to be answered e.g. 0.85 = 85% ServiceTime is target answer time in seconds e.g. 15 AHT (Average handle time) is the call duration including after call work in seconds e.g 180 (3 minutes)

Erlang Calculations for Microsoft Excel

The FractionalCallCapacity function calculates the maximum number of calls that can be processed by the given number of agents. The number of agents in this case can be a fractional (decimal) number. e.g. =FractionalCallCapacity(8.5,0.85,15,180) returns a value of 110 The implementation of a fractional call capacity calculation has no validity within the Erlang model, where agents can only be added in whole numbers. It is included for situations where a more accurate costing model of agents is required.

Queued Function
Function Queued(Agents As Single, CallsPerHour As Single, AHT As Integer) As Single Agents is the number of agents available CallsPerHour is the number of calls received in one-hour period AHT (Average handle time) is the call duration including after call work in seconds e.g. 180 Returns the percentage of calls that will have to queue. e.g. =Queued(8,100,180) returns a value of 0.17 (17%)

QueueSize Function
Function QueueSize(Agents As Single, CallsPerHour As Single, AHT As Integer) As Single Agents is the number of agents available CallsPerHour is the number of calls received in one-hour period AHT (Average handle time) is the call duration including after call work in seconds e.g. 180 Returns the average queue size. e.g. =QueueSize(7,100,180) returns a value of 1

QueueTime Function
Function QueueTime(Agents As Single, CallsPerHour As Single, AHT As Integer) As Single Agents is the number of agents available CallsPerHour is the number of calls received in one-hour period AHT (Average handle time) is the call duration including after call work in seconds e.g. 180 Returns the average queue time for those calls that will queue, compare with the ASA function that is the average time for all calls including those which get answered immediately. e.g. =QueueTime(8,100,180) returns a value of 60 (1 minute)

ServiceTime Function
Public Function ServiceTime(Agents As Single, SLA As Single, CallsPerHour As Single, AHT As Integer) As Single Agents = the number of agents available SLA = target percentage of calls to be answered e.g. 0.85 = 85% CallsPerHour = the number of calls received in one hour period AHT = (Average handle time) the call duration including after call work in seconds e.g. 180 The ServiceTime function calculates the average waiting time in which a given percentage of the calls will be answered. This can be considered to be the reverse of the SLA function. e.g. With 8 agents, 100 calls per hour with an average handle time of 180 seconds the time in which 85% of calls will be handled will be: =ServiceTime(8,0.85,100,180) returns a value of 7 seconds

Erlang Calculations for Microsoft Excel

SLA Function
Function SLA(Agents As Single, ServiceTime As Single, CallsPerHour As Single, AHT As Integer) As Single Agents is the number of agents available ServiceTime is target answer time in seconds e.g. 15 CallsPerHour is the number of calls received in a one-hour period AHT (Average handle time) is the call duration including after call work in seconds e.g. 180 Returns the actual service level achieved for the given number of agents e.g. =SLA(8,15,100,180) returns a value of 0.87 (87%)

Trunks Function
Function Trunks(Agents As Single, CallsPerHour As Single, AHT As Integer) As Integer Agents is the number of agents available to answer calls CallsPerHour is the number of calls received in one-hour period AHT (Average handle time) is the call duration including after call work in seconds e.g. 180 Returns the number of telephone lines required to service a given number of calls and agents without the caller receiving a busy tone. This equates to the number of agents available plus the maximum queue size. e.g. =Trunks(8,100,180) returns a value of 14

Utilisation Function
Function Utilisation(Agents As Single, CallsPerHour As Single, AHT As Integer) As Single Agents is the number of agents available CallsPerHour is the number of calls received in one-hour period AHT (Average handle time) is the call duration including after call work in seconds e.g. 180 Returns the utilisation percentage for the given number of agents. e.g. =Utilisation(8,100,180) returns a value of 0.63 (63%)

Erlang Calculations for Microsoft Excel

ErlangC Function
Function ErlangC(Servers As Single, Intensity As Single) As Single Servers = Number of agents Intensity = Arrival rate of calls / Completion rate of calls Arrival rate = the number of calls arriving per hour Completion rate = the number of calls completed per hour Intensity is also the traffic rate in Erlangs. This formula gives the percentage likelihood of the caller being placed in a queue. It is shown here for completeness, you should not have to call this function directly. E.g. If there are 100 calls per hours which have an average duration of 3 minutes and are presented to 8 agents, Intensity = 100 / (60 / 3) = 100 / 20 =5 =ErlangC(8,5) returns a value of 0.167 (17%) This is more simply performed using =Queued(8,100,180)

ErlangB Function
Function ErlangB(Servers As Single, Intensity As Single) As Single Servers = Number of telephone lines Intensity = Arrival rate of calls / Completion rate of calls Arrival rate = the number of calls arriving per hour Completion rate = the number of calls completed per hour Intensity is also the traffic rate in Erlangs. The ErlangB formula calculates the percentage likelihood of the call being blocked, i.e. that all the trunks are in use and the caller will receive a busy signal (also called the Blocking formula). It is shown here for completeness, you should never have to call this function directly. E.g. If there are 100 calls per hours which have an average duration of 3 minutes and there are 8 telephone trunks, Intensity = 100 / (60 / 3) = 100 / 20 =5 =ErlangB(8,5) returns a value of 0.07 (7%)

ErlangBExt Function
Function ErlangBExt(Servers As Single, Intensity As Single, Retry As Single) As Single Servers = Number of telephone lines Intensity = Arrival rate of calls / Completion rate of calls Arrival rate = the number of calls arriving per hour Completion rate = the number of calls completed per hour Retry = % of blocked callers who will retry immediately e.g. 0.10 (10%)

Erlang Calculations for Microsoft Excel

The Extended ErlangB formula calculates the percentage likelihood of the call being blocked, i.e. that all the trunks are in use and the caller will receive a busy signal. The extended version has the addition of specifying the percentage of callers who, when their call is blocked, will retry immediately. This has the effect of increasing the traffic intensity and therefore the likelihood of blocking. It is shown here for completeness and for reference. This function is used mainly for sizing telephone trunk capacity. E.g. If there are 100 calls per hours which have an average duration of 3 minutes, there are 8 telephone trunks and 20% of blocked callers will retry, Intensity = 100 / (60 / 3) = 100 / 20 =5 =ErlangBExt(8,5,0.2) returns a value of 0.08 (8%)

EngsetB Function
Public Function EngsetB(Servers As Single, Events As Single, Intensity As Single) As Single Servers = Number of telephone lines Events = Number of calls Intensity = average intensity per call The EngsetB formula calculates the percentage likelihood of the call being blocked, which is that all the trunks are in use and the caller will receive a busy signal. This uses the Engset model, based on the hindrance formula with no account taken of the patience factor. It is shown here for completeness, and is of interest only to telecom design specialists. E.g. If there are 100 calls per hours which have an average duration of 3 minutes and there are 8 telephone trunks, Events = 100 Intensity = 3 / 60 = 0.05 =EngsetB(8,100,0.05) returns a value of 0.056 (6%)

NBTrunks Function
Public Function NBTrunks(Intensity As Single, Blocking As Single) As Integer Intensity = Busy hour telephone traffic in Erlangs Blocking = blocking factor percentage e.g. 0.10 (10% of calls may receive busy tone) The NBTrunks (number of busy hour trunks) formula gives the number of telephone lines required to handle the busy hour traffic for a required blocking factor. E.g. For a traffic load of 5 Erlangs the number of trunks required to ensure a blocking factor of 0.1% is given by: =NBTrunks(5,0.001) returns a value of 14

Traffic Function
Public Function Traffic(Servers As Single, Blocking As Single) As Single Servers = Number of trunks handling the traffic, whole number Blocking = blocking factor percentage e.g. 0.10 (10% of calls may receive busy tone) The Traffic formula calculates the traffic intensity in Erlangs for the number of servers (trunks) with the given blocking factor. E.g. With 8 trunks and a blocking factor of 0.07, the traffic is given by: =Traffic(8,0.07) returns a value of 4.9989