Computing Erlang C Formula Within Excel With No Addin?

Jan 5, 2012

I am trying to set up a spreadsheet that will have a calculator where variables can be modified in order to properly see staffing requirements using the Erlang C formula. I have all of the known variables, but I can't seem to figure out how to calculate the formula to get the numbers I'm expecting.

[URL] is the website I'm using currently, and I'm stuck at the actual Erlang C formula. I'm not very good at math, but here is how I am reading the formula in English (I'm using the given numbers on the site for the variables so I can check my work).

Erlang C = calls per second to the power of agents staffed divided by the factorial of agents staffed. The result is then divided by calls per second to the power of agents staffed divided by the factorial of agents staffed again, that result is added to 1 minus occupancy, that result is multiplied by the summation of 0 to 54 (54 being the result of 55 agents staffed minus 1), which is then multiplied by calls per second to the power of "k" (i haven't yet figured out what k should equal, i assumed zero from the summation) divided by the factorial "k".

The result I get is not even close to what the website shows as the answer for Erlang, which should be .239. Am I making faulty assumptions anywhere? It's entirely possible I'm not computing the formula properly, it's been about 12 years since I've taken a math class, but since I know all the values for the variables (except for "k"), I should be able to write out a simple Excel formula to compute this.

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