Daw, Pache and Zhou argue that Erlang-A guidance, which treats abandoning callers as lost forever, understaffs call centers where callers redial. For one SNAP call center it recommended 13 staff for an average wait under one minute, against 52 in their model.
Checked 2026-09-25
- Vendor
- vendor-neutral
- Product
- not restricted
- Subsystem
- agent staffing
- Deployment
- any
- Region
- us
- Release range
- arXiv v1 2026-05-14
- Checked
- 2026-09-25
Sources
- Due Process on Hold: A Queueing Framework for Improving Access in SNAP — arXiv (Daw, Pache, Zhou) · tier 4 archived vendor documentation · Table 2 and surrounding discussion
Cite this note
APA
WarmTransfer. (2026, September 25). Erlang B and Erlang C for voice and contact center sizing: source note erlang-traffic-engineering-erlang-a-redial-understaffs. WarmTransfer. https://warmtransfer.net/knowledge/claims/erlang-traffic-engineering-erlang-a-redial-understaffs
BibTeX
@misc{warmtransfer-claim-erlang-traffic-engineering-erlang-a-redial-understaffs,
title = {Erlang B and Erlang C for voice and contact center sizing: source note erlang-traffic-engineering-erlang-a-redial-understaffs},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/erlang-traffic-engineering-erlang-a-redial-understaffs},
note = {Source note erlang-traffic-engineering-erlang-a-redial-understaffs, checked 2026-09-25}
}