Erlang C and handling emails

Erlang C can be used to calculate the needed number of agents for many tasks.

However if you use it for handling emails there are a few factors to keep in mind:

  • Erlang C uses queues to calculate the needed agents. Therefore it is only accurate if you handle the emails on a first come first serve basis.
  • Often the service level requirements for responding to emails are far lower than those for telephone calls and therefore it is less necessary to schedule the right amount of agents per short time period

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