Erlang Suite (B/C/A)
Methodology
The Erlang Suite puts B, C, and A side-by-side so you can see how each model's assumptions change the answer. Erlang B assumes blocked calls are lost. Erlang C assumes callers wait indefinitely. Erlang A adds patience — callers abandon after a threshold.
The key insight: most contact centers use Erlang C, which overestimates required staffing because it assumes infinite patience. Erlang A is more realistic for voice queues where 40-60% of callers abandon within 60 seconds. The difference between C and A can be 10-15% in required staff.
Use this tool to: demonstrate to leadership why your staffing model matters, compare results across all three formulas with the same inputs, and build intuition about how caller patience affects capacity planning.
About
Comprehensive side-by-side comparison of Erlang B, C, and A models. Understand when each model applies and how they differ in practice.
Discussion
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