Because the Erlang C formula contains m/(m-E), it only gives a meaningful result when there are more agents than offered erlangs. At 100 erlangs, as in NICE's example, a steady-state Erlang C answer needs more than 100 agents on the phones before shrinkage.
inferred · Checked 2026-09-25
- Vendor
- vendor-neutral
- Product
- not restricted
- Subsystem
- agent staffing
- Deployment
- any
- Region
- not restricted
- Release range
- current as of 2026-09-25
- Status
- inferred
- Checked
- 2026-09-25
Sources
- Erlang (unit) — Wikipedia · tier 5 independent technical research · Erlang C formula section (m/(m-E) term)
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-c-needs-m-gt-e. WarmTransfer. https://warmtransfer.net/knowledge/claims/erlang-traffic-engineering-erlang-c-needs-m-gt-e
BibTeX
@misc{warmtransfer-claim-erlang-traffic-engineering-erlang-c-needs-m-gt-e,
title = {Erlang B and Erlang C for voice and contact center sizing: source note erlang-traffic-engineering-erlang-c-needs-m-gt-e},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/erlang-traffic-engineering-erlang-c-needs-m-gt-e},
note = {Source note erlang-traffic-engineering-erlang-c-needs-m-gt-e, checked 2026-09-25}
}