Because Erlang C assumes no caller abandons, it tends to call for more agents than an abandonment-aware model (Erlang A) for the same waiting target when abandonment is material. Redials push the other way.
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
- The Number of Overlapping Customers in Erlang-A Queues: An Asymptotic Approach — arXiv (Ko, Pender, Xu) · tier 4 archived vendor documentation · Section 2 (theta = 0 reduction)
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-overstaffs-abandon. WarmTransfer. https://warmtransfer.net/knowledge/claims/erlang-traffic-engineering-erlang-c-overstaffs-abandon
BibTeX
@misc{warmtransfer-claim-erlang-traffic-engineering-erlang-c-overstaffs-abandon,
title = {Erlang B and Erlang C for voice and contact center sizing: source note erlang-traffic-engineering-erlang-c-overstaffs-abandon},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/erlang-traffic-engineering-erlang-c-overstaffs-abandon},
note = {Source note erlang-traffic-engineering-erlang-c-overstaffs-abandon, checked 2026-09-25}
}