NICE's glossary works an example of 1,200 calls per hour at a 5-minute AHT, giving 6,000 minutes or 100 erlangs of workload, with Erlang C baseline staffing of about 110 agents; the example states no service level target.
Checked 2026-09-25
- Vendor
- NICE
- Product
- CXone WFM
- Subsystem
- workforce management
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-25
- Checked
- 2026-09-25
Sources
- WFM Glossary — NICE · tier 2 current vendor documentation · WFM Glossary > Baseline Staffing, example
Cite this note
APA
WarmTransfer. (2026, September 25). Erlang B and Erlang C for voice and contact center sizing: source note erlang-traffic-engineering-nice-100-erlang-example. WarmTransfer. https://warmtransfer.net/knowledge/claims/erlang-traffic-engineering-nice-100-erlang-example
BibTeX
@misc{warmtransfer-claim-erlang-traffic-engineering-nice-100-erlang-example,
title = {Erlang B and Erlang C for voice and contact center sizing: source note erlang-traffic-engineering-nice-100-erlang-example},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/erlang-traffic-engineering-nice-100-erlang-example},
note = {Source note erlang-traffic-engineering-nice-100-erlang-example, checked 2026-09-25}
}