Glossary
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Glossary Erlang C
Erlang C
Erlang C is a calculation that predicts wait times, developed by K.A. Erlang. The calculation is based on callers waiting in queue, number of servers, and the time it takes to help each caller. It can be used to determine the needed base staff, how much a caller will be delayed, average answer speed, and average delay time.
AnswerConnect uses various models to determine call metrics as described above. Our goal is to answer every call live and to loose as few callers as possible.