Calculating telephony traffic

When you have determined the number of busy hour calls and call hold times you expect, you can estimate the amount of traffic you expect Blueworx Voice Response to handle. Telephony traffic is measured in units called Erlangs.

To calculate your call center traffic in Erlangs, use this formula:

Let c be the number of busy hour calls.

Let t be the call hold time in seconds.

Multiply c by t and divide the product by 3600. The result is the traffic in Erlangs:

(c x t) / 3600 = traffic in Erlangs.