Erlang X Calculator
Most Erlang calculators assume abandoned demand disappears. The Cinareo Erlang X Calculator models customer patience and retries, helping you explore how deferred demand changes staffing outcomes. Planners can now explore how these retries affect workload, service levels, and staffing requirements.
Retry Impact
Understand how customer retries add pressure back into the system.
Staffing Sensivity
See how staffing requirements change when retrials are modeled explicitly.
Assumption Transparency
Explore how modeling choices influence outcomes, helping you build defensible staffing plans
Model Contact Center Staffing Accurately
Why Traditional Erlang Calculators Fall Short
If Erlang A and Erlang C already exist, why introduce Erlang X?
Erlang C and Erlang A remain industry standards for contact center staffing. Erlang C in particular has been widely adopted for decades and is embedded in many workforce management tools. Even with its limitations, its assumptions are familiar and broadly accepted across the industry.
However, most calculators treat abandoned demand as lost demand. In reality, many customers retry later, re-entering the queue and adding pressure back into the system.
When retries are ignored, workload appears lower than it truly is. Staffing plans that look sound on paper can quickly drift from operational reality.
