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The gold standard for workforce planning. Model customer wait times and determine the precise number of agents required to meet your contact center Service Level Agreements (SLAs).
Erlang C estimates how many agents you need when callers wait in queue. Feed busy-hour volume and average handle time, then solve for staffing that meets average speed of answer or service-level goals.
Erlang C assumes that calls which cannot be answered immediately enter a queue and wait. It uses the M/M/c queueing model to solve for the steady-state probability that all servers (agents) are busy.
Built on 3GPP Technical Specifications, ensuring accuracy for production deployments and security audits.
Calculations specifically designed to identify protocol vulnerabilities and signaling misconfigurations.
Based on ITU-T E.800 Quality of Service standards. Includes stability checking to ensure staffing levels can handle the offered Erlang load without infinite queue growth.
Edge-V8 Isolate
Technical Audit
< 50ms (Global)
Secured by Auth0
1,800 calls in the busy hour, AHT 240 s → A = 120 Erlangs. Targeting ~20 s ASA typically needs on the order of 130+ productive agents (exact N depends on the wait target). At 30% shrinkage, roster closer to 186 agents.
Assumes exponential service times, no balking/reneging, and a single skill queue. Real centers need multi-skill, chat/email blending, and abandonment models beyond classic Erlang C.
Erlang C models delayed calls that wait in a queue until an agent or server is free. It is the foundation of contact-center staffing (agents, ASA, service level) rather than trunk blocking.
Erlang B assumes blocked calls leave immediately. Erlang C assumes infinite queue patience and computes waiting probability and average speed of answer for a given agent count.
Busy-hour call volume, average handle time (talk + after-call work), target service level (e.g., 80% answered in 20 s), and optionally shrinkage for breaks and absenteeism.
Base Erlang C gives productive agents required. Apply shrinkage separately (required agents / (1 − shrinkage)) to get rostered headcount.
Convert between ITU, ANSI, and other SS7 point code formats.
Interactive signaling flow generator for GTPv1/GTPv2 control plane procedures.
Optimize roaming costs and steering efficacy using Signaling and OTA methods.
Decode Advanced 5G & LTE Signaling Protocols
Bring the theory to life. Access visual call flows, 3GPP standards walkthroughs, and GTP-U tunnel optimization training designed for core network architects.
SSO Link: Academy Node 0x93FF