Reviewing the Erlang-C
The restaurant's staff "supply" is needed to meet the expected demand. One method to calculate the number of servers, cooks, and hosts for any time period is with an Erlang-C formula. The Erlang-C has multiple inputs:
- Rate: How much demand is occurring, i.e. "the call center is taking 152 calls per hour"
- Duration: How long does it take to complete 1 unit, i.e. "an average call will take 6 minutes"
- Target: How long is the operation allowed to let work wait, i.e. "people can wait on hold for 20 seconds"
- Service goal: The number of work units completed by the target out of 100, i.e. "80 out of 100 calls were answered within 20 seconds"
This exercise is part of the course
Data-Driven Decision Making for Business
Hands-on interactive exercise
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