Embed Size (px)
Citation preview
Engenharia de Tráfego para Call Centers Exercício 1 Técnicas de dimensionamento por Erlang
Paragon Consulting Solutions (11)-3849-8757 www.paragon.com.br 04/20/2023 1
Permite calcular a quantidade de PA´s e Troncos através da teoria de Erlang
Permite calcular um fator de segurança para o bloqueio
Permite calcular a quantidade de PA´s através da tabela de Nível de Serviço
O objetivo deste exercício é dimensionar a central em número de PA´s e Troncos utilizando as tabelas de Erlang B e C.
Exercício 1 – DIMENSIONAMENTO DE UMA CENTRAL TELEFÔNICA
CONTEÚDOJANELAS DE NAVEGAÇÃO
® 2003 PARAGON TECNOLOGIA LTDA www.paragon.com.br [email protected]
Permite visualizar o comparativo entre as duas maneiras de cálculos
Tabela de Erlang para cálculo de Troncos
Tabela de Erlang para cálculo de PA´s
Tabela de Nível de Serviço para cálculo de PA´s
Cálculos Erlang
Bloqueio Erlang
Cálculos NS
Erlang x NS
ErlangB
ErlangC
NS
Engenharia de Tráfego para Call Centers Exercício 1 Técnicas de dimensionamento por Erlang
Paragon Consulting Solutions (11)-3849-8757 www.paragon.com.br 04/20/2023 2
PERDA POR BLOQUEIOPA´s TRONCOS
DADOS Workload RESPOSTA 1 1.0% 30.00%
Hora TMA (s)
00:00 01:00 8 900 2.00 0 1 #N/A01:00 02:00 5 900 1.25 0 1 #N/A02:00 03:00 6 900 1.50 0 1 #N/A03:00 04:00 3 900 0.75 0 1 #N/A04:00 05:00 3 900 0.75 0 1 #N/A05:00 06:00 3 900 0.75 0 1 #N/A06:00 07:00 13 900 3.25 0 3 #N/A07:00 08:00 99 900 24.75 0 12 #N/A08:00 09:00 284 900 71.00 0 21 #N/A09:00 10:00 391 900 97.75 0 18 #N/A10:00 11:00 352 900 88.00 0 18 #N/A11:00 12:00 240 900 60.00 0 12 #N/A12:00 13:00 146 900 36.50 0 5 #N/A13:00 14:00 146 900 36.50 0 12 #N/A14:00 15:00 228 900 57.00 0 18 #N/A15:00 16:00 234 900 58.50 0 19 #N/A16:00 17:00 202 900 50.50 0 17 #N/A17:00 18:00 126 900 31.50 0 8 #N/A18:00 19:00 65 900 16.25 0 6 #N/A19:00 20:00 34 900 8.50 0 4 #N/A20:00 21:00 27 900 6.75 0 3 #N/A21:00 22:00 20 900 5.00 0 3 #N/A22:00 23:00 14 900 3.50 0 3 #N/A23:00 00:00 9 900 2.25 0 2 #N/A
TOTAL 2658 21 #N/A#N/A ® 2003 PARAGON TECNOLOGIA LTDA
DIMENSIONAMENTO DE UM SERVIÇO RECEPTIVO UM TIPO DE LIGAÇÃO
Volume Máx de Atend.
Volume ligações
(Volume x TMA)3600
PA´s (ERL C)
TRONCOS (ERL B)
www.paragon.com.br [email protected]
00:0
0 01
:00
01:0
0 02
:00
02:0
0 03
:00
03:0
0 04
:00
04:0
0 05
:00
05:0
0 06
:00
06:0
0 07
:00
07:0
0 08
:00
08:0
0 09
:00
09:0
0 10
:00
10:0
0 11
:00
11:0
0 12
:00
12:0
0 13
:00
13:0
0 14
:00
14:0
0 15
:00
15:0
0 16
:00
16:0
0 17
:00
17:0
0 18
:00
18:0
0 19
:00
19:0
0 20
:00
20:0
0 21
:00
21:0
0 22
:00
22:0
0 23
:00
23:0
0 00
:00
0
50
100
150
200
250
300
350
400
450
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8
0.9
1
VOLUME X PA´S
Volume ligações
PA´s (ERL C)
CALCULARPA´s
CALCULARTRONCOS
Voltar ao MENU
Engenharia de Tráfego para Call Centers Exercício 1 Técnicas de dimensionamento por Erlang
Paragon Consulting Solutions (11)-3849-8757 www.paragon.com.br 04/20/2023 3
Perda Escolhida
30.00% 21 FATOR DE SEGURANÇAWorkload TRONCOS PERDA
00:00 01:00 2.00 35 0.00%
Digite a Quantidade de Troncos que se Deseja Aumentar: 01:00 02:00 1.25 35 0.01%
14 02:00 03:00 1.50 35 0.01%03:00 04:00 0.75 35 0.01%04:00 05:00 0.75 35 0.01%05:00 06:00 0.75 35 0.01%06:00 07:00 3.25 35 0.01%07:00 08:00 24.75 35 0.01%08:00 09:00 71.00 35 2.00%09:00 10:00 97.75 35 0.50%10:00 11:00 88.00 35 0.70%11:00 12:00 60.00 35 0.01%12:00 13:00 36.50 35 0.01%13:00 14:00 36.50 35 0.01%14:00 15:00 57.00 35 0.50%15:00 16:00 58.50 35 0.80%16:00 17:00 50.50 35 0.20%17:00 18:00 31.50 35 0.01%18:00 19:00 16.25 35 0.01%19:00 20:00 8.50 35 0.01%20:00 21:00 6.75 35 0.01%21:00 22:00 5.00 35 0.01%22:00 23:00 3.50 35 0.01%
® 2003 PARAGON TECNOLOGIA LTDA 23:00 00:00 2.25 35 0.01%
Número Máximode Troncos Calculado
www.paragon.com.br [email protected]
00:0
0 01
:00
01:0
0 02
:00
02:0
0 03
:00
03:0
0 04
:00
04:0
0 05
:00
05:0
0 06
:00
06:0
0 07
:00
07:0
0 08
:00
08:0
0 09
:00
09:0
0 10
:00
10:0
0 11
:00
11:0
0 12
:00
12:0
0 13
:00
13:0
0 14
:00
14:0
0 15
:00
15:0
0 16
:00
16:0
0 17
:00
17:0
0 18
:00
18:0
0 19
:00
19:0
0 20
:00
20:0
0 21
:00
21:0
0 22
:00
22:0
0 23
:00
23:0
0 00
:00
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8
0.9
1
0
5
10
15
20
25
30
35
40
PA´sTRONCOS
CÁLCULODA PERDA
Voltar ao MENU
Engenharia de Tráfego para Call Centers Exercício 1 Técnicas de dimensionamento por Erlang
Paragon Consulting Solutions (11)-3849-8757 www.paragon.com.br 04/20/2023 4
das chamadas atendidas em até segundos
DADOS RESPOSTA 2
Hora Volume TMA Workload PA´s FC00:00 01:00 6 570 0.95 3 401:00 02:00 10 570 1.58 4 502:00 03:00 5 570 0.79 3 403:00 04:00 10 570 1.58 4 504:00 05:00 4 570 0.63 2 305:00 06:00 6 570 0.95 3 406:00 07:00 7 570 1.11 3 407:00 08:00 26 570 4.12 8 1008:00 09:00 44 570 6.97 11 1409:00 10:00 46 570 7.28 12 1510:00 11:00 48 570 7.60 12 1511:00 12:00 37 570 5.86 10 1312:00 13:00 35 570 5.54 10 1313:00 14:00 28 570 4.43 8 1014:00 15:00 35 570 5.54 10 1315:00 16:00 32 570 5.07 9 1116:00 17:00 33 570 5.23 9 1117:00 18:00 22 570 3.48 7 918:00 19:00 18 570 2.85 6 819:00 20:00 15 570 2.38 5 620:00 21:00 22 570 3.48 7 921:00 22:00 10 570 1.58 4 522:00 23:00 4 570 0.63 2 323:00 00:00 5 570 0.79 3 4
TOTAL 508
® 2003 PARAGON TECNOLOGIA LTDA
DIMENSIONAMENTO DE UM SERVIÇO RECEPTIVO
UM TIPO DE LIGAÇÃO
www.paragon.com.br [email protected]
00:0
0 01
:00
01:0
0 02
:00
02:0
0 03
:00
03:0
0 04
:00
04:0
0 05
:00
05:0
0 06
:00
06:0
0 07
:00
07:0
0 08
:00
08:0
0 09
:00
09:0
0 10
:00
10:0
0 11
:00
11:0
0 12
:00
12:0
0 13
:00
13:0
0 14
:00
14:0
0 15
:00
15:0
0 16
:00
16:0
0 17
:00
17:0
0 18
:00
18:0
0 19
:00
19:0
0 20
:00
20:0
0 21
:00
21:0
0 22
:00
22:0
0 23
:00
23:0
0 00
:00
0
10
20
30
40
50
60
0
2
4
6
8
10
12
14
VOLUME X PA´S
Volume PA´s
CALCULAR PA´s
Voltar ao MENU
Engenharia de Tráfego para Call Centers Exercício 1 Técnicas de dimensionamento por Erlang
Paragon Consulting Solutions (11)-3849-8757 www.paragon.com.br 04/20/2023 5
00:00 01:00
01:00 02:00
02:00 03:00
03:00 04:00
04:00 05:00
05:00 06:00
06:00 07:00
07:00 08:00
08:00 09:00
09:00 10:00
10:00 11:00
11:00 12:00
12:00 13:00
13:00 14:00
14:00 15:00
15:00 16:00
16:00 17:00
17:00 18:00
18:00 19:00
19:00 20:00
20:00 21:00
21:00 22:00
22:00 23:00
23:00 00:00
0
2
4
6
8
10
12
14
Cálculo de PA`S
ErlangC
NS
Voltar ao MENU
Engenharia de Tráfego para Call Centers Exercício 1 Técnicas de dimensionamento por Erlang
Paragon Consulting Solutions (11)-3849-8757 www.paragon.com.br 04/20/2023 6
Tronco PERDAS Tronco
N 0.01% 0.02% 0.03% 0.05% 0.1% 0.2% 0.3% 0.4% 0.5% 0.6% 0.7% 0.8% 0.9% 1% 1.2% 1.5% 2% 3% 5% 7% 10% 15% 20% 30% 40% 50% N1 0.0001 0.0002 0.0003 0.0005 0.001 0.002 0.003 0.004 0.005 0.006 0.007 0.0081 0.0091 0.0101 ### 0.0152 ### ### ### ### 0.111 0.176 0.25 0.429 0.667 1 12 0.0142 0.0202 0.0248 0.0321 0.0458 0.0653 0.0806 0.0937 0.105 0.116 0.126 0.135 0.144 0.153 0.168 0.19 0.223 0.282 0.381 0.47 0.595 0.796 1 1.45 2 2.73 23 0.0868 0.11 0.127 0.152 0.194 0.249 0.289 0.321 0.349 0.374 0.397 0.418 0.437 0.455 0.489 0.535 0.602 0.715 0.899 1.06 1.27 1.6 1.93 2.63 3.48 4.59 34 0.235 0.282 0.315 0.362 0.439 0.535 0.602 0.656 0.701 0.741 0.777 0.81 0.841 0.869 0.922 0.992 1.09 1.26 1.52 1.75 2.05 2.5 2.95 3.89 5.02 6.5 45 0.452 0.527 0.577 0.649 0.762 0.9 0.994 1.07 1.13 1.19 1.24 1.28 1.32 1.36 1.43 1.52 1.66 1.88 2.22 2.5 2.88 3.45 4.01 5.19 6.6 8.44 56 0.728 0.832 0.9 0.996 1.15 1.33 1.45 1.54 1.62 1.69 1.75 1.81 1.86 1.91 2 2.11 2.28 2.54 2.96 3.3 3.76 4.44 5.11 6.51 8.19 10.4 67 1.05 1.19 1.27 1.39 1.58 1.8 1.95 2.06 2.16 2.24 2.31 2.38 2.44 2.5 2.6 2.74 2.94 3.25 3.74 4.14 4.67 5.46 6.23 7.86 9.8 12.4 78 1.42 1.58 1.69 1.83 2.05 2.31 2.48 2.62 2.73 2.83 2.91 2.99 3.06 3.13 3.25 3.4 3.63 3.99 4.54 5 5.6 6.5 7.37 9.21 11.4 14.3 89 1.83 2.01 2.13 2.3 2.56 2.85 3.05 3.21 3.33 3.44 3.54 3.63 3.71 3.78 3.92 4.09 4.34 4.75 5.37 5.88 6.55 7.55 8.52 10.6 13 16.3 9
10 2.26 2.47 2.61 2.8 3.09 3.43 3.65 3.82 3.96 4.08 4.19 4.29 4.38 4.46 4.61 4.81 5.08 5.53 6.22 6.78 7.51 8.62 9.68 12 14.7 18.3 1011 2.72 2.96 3.12 3.33 3.65 4.02 4.27 4.45 4.61 4.74 4.86 4.97 5.07 5.16 5.32 5.54 5.84 6.33 7.08 7.69 8.49 9.69 10.9 13.3 16.3 20.3 1112 3.21 3.47 3.65 3.88 4.23 4.64 4.9 5.11 5.28 5.43 5.55 5.67 5.78 5.88 6.05 6.29 6.61 7.14 7.95 8.61 9.47 10.8 12 14.7 18 22.2 1213 3.71 4.01 4.19 4.45 4.83 5.27 5.56 5.78 5.96 6.12 6.26 6.39 6.5 6.61 6.8 7.05 7.4 7.97 8.83 9.54 10.5 11.9 13.2 16.1 19.6 24.2 1314 4.24 4.56 4.76 5.03 5.45 5.92 6.23 6.47 6.66 6.83 6.98 7.12 7.24 7.35 7.56 7.82 8.2 8.8 9.73 10.5 11.5 13 14.4 17.5 21.2 26.2 1415 4.78 5.12 5.34 5.63 6.08 6.58 6.91 7.17 7.38 7.56 7.71 7.86 7.99 8.11 8.33 8.61 9.01 9.65 10.6 11.4 12.5 14.1 15.6 18.9 22.9 28.9 1516 5.34 5.7 5.94 6.25 6.72 7.26 7.61 7.88 8.1 8.29 8.46 8.61 8.75 8.88 9.11 9.41 9.83 10.5 11.5 12.4 13.5 15.2 16.8 20.3 24.5 30.2 1617 5.91 6.3 6.55 6.88 7.38 7.95 8.32 8.6 8.83 9.03 9.21 9.37 9.52 9.65 9.89 10.2 10.7 11.4 12.5 13.4 14.5 16.3 18 21.7 26.2 32.2 1718 6.5 6.91 7.17 7.52 8.05 8.64 9.03 9.33 9.58 9.79 9.98 10.1 10.3 10.4 10.7 11 11.5 12.2 13.4 14.3 15.5 17.4 19.2 23.1 27.8 34.2 1819 7.09 7.53 7.8 8.17 8.72 9.35 9.76 10.1 10.3 10.6 10.7 10.9 11.1 11.2 11.5 11.8 12.3 13.1 14.3 15.3 16.6 18.5 20.4 24.5 29.5 36.2 1920 7.7 8.16 8.44 8.83 9.41 10.1 10.5 10.8 11.1 11.3 11.5 11.7 11.9 12 12.3 12.7 13.2 14 15.2 16.3 17.6 19.6 21.6 25.9 31.2 38.2 2021 8.32 8.79 9.1 9.5 10.1 10.8 11.2 11.6 11.9 12.1 12.3 12.5 12.7 12.8 13.1 13.5 14 14.9 16.2 17.3 18.7 20.8 22.8 27.3 32.8 40.2 2122 8.05 9.44 9.76 10.2 10.8 11.5 12 12.3 12.6 12.9 13.1 13.3 13.5 13.7 14 14.3 14.9 15.8 17.1 18.2 19.7 21.9 24.1 28.7 34.5 42.1 2223 9.58 10.1 10.4 10.9 11.5 12.3 12.7 13.1 13.4 13.7 13.9 14.1 14.3 14.5 14.8 15.2 15.8 16.7 18.1 19.2 20.7 23 2.53 30.1 36.1 44.1 2324 10.2 10.8 11.1 11.6 12.2 13 13.5 13.9 14.2 14.5 14.7 14.9 15.1 15.3 15.6 16 16.6 17.6 19 20.2 21.8 24.2 26.5 31.6 3.78 46.1 2425 10.9 11.4 11.8 12.3 13 13.8 14.3 14.7 15 15.3 15.5 15.7 15.9 16.1 16.5 16.9 17.5 18.5 20 21.2 22.8 25.3 27.7 33 39.4 48.1 2526 11.5 12.1 12.5 13 13.7 14.5 15.1 15.5 15.8 16.1 16.3 16.6 16.8 17 17.3 17.8 18.4 19.4 20.9 22.2 23.9 26.4 28.9 34.4 41.1 50.1 2627 12.2 12.8 13.2 13.7 14.4 15.3 15.8 16.3 16.6 16.9 17.2 17.4 17.6 17.8 18.2 18.6 19.3 20.3 21.9 23.2 24.9 27.6 30.2 35.8 42.8 52.1 2728 12.9 13.5 13.9 14.4 15.2 16.1 16.6 17.1 17.4 17.7 18 18.2 18.4 18.6 19 19.5 20.2 21.2 22.9 24.2 26 28.7 31.4 37.2 44.4 54.1 2829 13.6 14.2 14.6 15.1 15.9 16.8 17.4 17.9 18.2 18.5 18.8 19.1 19.3 19.5 19.9 20.4 21 22.1 23.8 25.2 27.1 29.9 32.6 38.6 46.1 56.1 2930 14.2 14.9 15.3 15.9 16.7 17.6 18.2 18.7 19 19.4 19.6 19.9 20.1 20.3 20.7 21.2 21.9 23.1 24.8 26.2 28.1 31 33.8 40 47.7 58.1 3031 14.9 15.6 16 16.6 17.4 18.4 19 19.5 19.9 20.2 20.5 20.7 21 21.2 21.6 22.1 22.8 24 25.8 27.2 29.2 32.1 35.1 41.5 49.4 60.1 3132 15.6 16.3 16.8 17.3 18.2 19.2 19.8 20.3 20.7 21 21.3 21.6 21.8 22 22.5 23 23.7 24.9 26.7 28.2 30.2 33.3 36.3 42.9 51.1 62.1 3233 16.3 17 17.5 18.1 19 20 20.6 21.1 21.5 21.9 22.2 22.4 22.7 22.9 23.3 23.9 24.6 25.8 27.7 29.3 31.3 34.4 37.5 44.3 52.7 64.1 3334 17 17.8 18.2 18.8 19.7 20.8 21.4 21.9 22.3 22.7 23 23.3 23.5 23.8 24.2 24.8 25.5 26.8 28.7 30.3 32.4 35.6 38.8 45.7 54.4 66.1 3435 17.8 18.5 19 19.6 20.5 21.6 22.2 22.7 23.2 23.5 23.8 24.1 24.4 24.6 25.1 25.6 26.4 27.7 29.7 31.3 33.4 36.7 40 47.1 56 68.1 3536 18.5 19.2 19.7 20.3 21.3 22.4 23.1 23.6 24 24.4 24.7 25 25.3 25.5 26 26.5 27.3 28.6 30.7 32.3 34.5 37.9 41.2 48.6 57.7 70.1 3637 19.2 20 20.5 21.1 22.1 23.2 23.9 24.4 24.8 25.2 25.6 25.9 26.1 26.4 26.8 27.4 28.3 29.6 31.6 33.3 35.6 39 42.4 50 59.4 72.1 3738 19.9 20.7 21.2 21.9 22.9 24 24.7 25.2 25.7 26.1 26.4 26.7 27 27.3 27.7 28.3 29.2 30.5 32.6 34.4 36.6 40.2 43.7 51.4 61 74.1 3839 20.6 21.5 22 22.6 23.7 24.8 25.5 26.1 26.5 26.9 27.3 27.6 27.9 28.1 28.6 29.2 30.1 31.5 33.6 35.4 37.7 41.3 44.9 52.8 62.7 76.1 3940 21.4 22.2 22.7 23.4 24.4 25.6 26.3 26.9 27.4 27.8 28.1 28.5 28.7 29 29.5 30.1 31 32.4 34.6 36.4 38.8 42.5 46.1 54.2 64.4 78.1 4041 22.1 23 23.5 24.2 25.2 26.4 27.2 27.8 28.2 28.6 29 29.3 29.6 29.9 30.4 31 31.9 33.4 35.6 37.4 39.9 43.6 47.4 55.7 66 80.1 4142 22.8 23.7 24.2 25 26 27.2 28 28.6 29.1 29.5 29.9 30.2 30.5 30.8 31.3 31.9 32.8 34.3 36.6 38.4 40.9 44.8 48.6 57.1 67.7 82.1 4243 23.6 24.5 25 25.7 26.8 28.1 28.8 29.4 29.9 30.4 30.7 31.1 31.4 31.7 32.2 32.8 33.8 35.3 37.6 39.5 42 45.9 49.9 58.5 69.3 84.1 4344 24.3 25.2 25.8 26.5 27.6 28.9 29.7 30.3 30.8 31.2 31.6 31.9 32.3 32.5 33.1 33.7 34.7 36.2 38.6 40.5 43.1 47.1 51.1 59.9 71 86.1 4445 25.1 26 26.6 27.3 28.4 29.7 30.5 31.1 31.7 32.1 32.5 32.8 33.1 33.4 34 34.6 35.6 37.2 39.6 41.5 44.2 48.2 52.3 61.3 72.7 88.1 4546 25.8 26.8 27.3 28.1 29.3 30.5 31.4 32 32.5 33 33.4 33.7 34 34.3 34.9 35.6 36.5 38.1 40.5 42.6 45.2 49.4 43.6 62.8 74.3 90.1 46
Voltar ao MENU
Engenharia de Tráfego para Call Centers Exercício 1 Técnicas de dimensionamento por Erlang
Paragon Consulting Solutions (11)-3849-8757 www.paragon.com.br 04/20/2023 7
Tronco PERDAS Tronco
N 0.01% 0.02% 0.03% 0.05% 0.1% 0.2% 0.3% 0.4% 0.5% 0.6% 0.7% 0.8% 0.9% 1% 1.2% 1.5% 2% 3% 5% 7% 10% 15% 20% 30% 40% 50% NVoltar ao MENU
47 26.6 27.5 28.1 28.9 30.1 31.4 32.2 32.9 33.4 33.8 34.2 34.6 34.9 35.2 35.8 36.5 37.5 39.1 41.5 43.6 46.3 50.6 54.8 64.2 76 92.1 4748 27.3 28.3 28.9 29.7 30.9 32.2 33.1 33.7 34.2 34.7 35.1 35.5 35.8 36.1 36.7 37.4 38.4 40 42.5 44.6 47.4 51.7 56 65.6 77.7 94.1 4849 28.1 29.1 29.7 30.5 31.7 33 33.9 34.6 35.1 35.6 36 36.4 36.7 37 37.6 38.3 39.3 41 43.5 45.7 48.5 52.9 57.3 67 79.3 96.1 4950 28.9 29.9 30.5 31.3 32.5 33.9 34.8 35.4 36 36.5 36.9 37.2 37.6 37.9 38.5 39.2 40.3 41.9 44.5 46.7 49.6 54 58.5 68.5 81 98.1 5051 29.6 30.6 31.3 32.1 33.3 34.7 35.6 36.3 36.9 37.3 37.8 38.1 38.5 38.8 39.4 40.1 41.2 42.9 45.5 47.7 50.6 55.2 59.7 69.9 82.7 100.1 5152 30.4 31.4 32 32.9 34.2 35.6 36.5 37.2 37.7 38.2 38.6 39 39.4 39.7 40.3 41 42.1 43.9 46.5 48.8 51.7 56.3 61 71.3 84.3 102.1 5253 31.2 32.2 32.8 33.7 35 36.4 37.3 38 38.6 39.1 39.5 39.9 40.3 40.6 41.2 42 43.1 44.8 47.5 49.8 52.8 57.5 62.2 72.7 86 104.1 5354 31.9 33 33.6 34.5 35.8 37.2 38.2 38.9 39.5 40 40.4 40.8 41.2 41.5 42.1 42.9 44 45.8 48.5 50.8 53.9 58.7 63.5 74.2 87.6 106.1 5455 32.7 33.8 34.4 35.3 36.6 38.1 39 39.2 40.4 40.9 41.3 41.7 42.1 42.4 43 43.8 44.9 46.7 49.5 51.9 55 59.8 64.7 75.6 89.3 108.1 5556 33.5 34.6 35.2 36.1 37.5 38.9 39.9 40.6 41.2 41.7 42.2 42.6 43 43.3 43.9 44.7 45.9 47.7 50.5 52.9 56.1 61 65.9 77 91 110.1 5657 34.3 35.4 36 36.9 38.5 39.8 40.8 41.5 42.1 42.6 43.1 43.5 43.9 44.2 44.8 45.7 46.8 48.7 51.5 53.9 57.1 62.1 67.2 78.4 92.6 112.1 5758 35.1 36.2 36.8 37.8 39.1 40.6 41.6 42.4 43 43.5 44 44.4 44.8 45.1 45.8 46.6 47.8 49.6 52.6 55 58.2 63.3 68.4 79.8 94.3 114.1 5859 35.8 37 37.6 38.6 40 41.5 42.5 43.3 43.9 44.4 44.9 45.3 45.7 46 46.7 47.5 48.7 50.6 53.6 56 59.3 64.5 69.7 81.3 96 116.1 5960 36.6 37.8 38.5 39.4 40.8 42.4 43.4 44.1 44.8 45.3 45.8 46.2 46.6 46.9 47.6 48.4 49.6 51.6 54.6 57.1 60.4 65.6 70.9 82.7 97.6 118.1 6061 37.4 38.6 39.3 40.2 41.6 43.2 44.2 45 45.6 46.2 46.7 47.1 47.5 47.9 48.5 49.4 50.6 52.5 55.6 58.1 61.5 66.8 72.1 84.1 99.3 120.1 6162 38.2 39.4 40.1 41 42.5 44.1 45.1 45.9 46.5 47.1 47.6 48 48.4 48.8 49.4 50.3 51.5 53.5 56.6 59.1 62.6 68 73.4 85.5 101 122.1 6263 39 40.2 40.9 41.9 43.3 44.9 46 46.8 47.4 48 48.5 48.9 49.3 49.7 50.4 51.2 52.5 54.5 57.6 60.2 63.7 69.1 74.6 87 102.6 124.1 6364 39.8 41 41.7 42.7 44.2 45.8 46.8 47.6 48.3 48.9 49.4 49.8 50.2 50.6 51.3 52.2 53.4 55.4 58.6 61.2 64.8 70.3 75.9 88.4 104.3 126.1 6465 40.6 41.8 42.5 43.5 45 46.6 47.7 48.5 49.2 49.8 50.3 50.7 51.1 51.5 52.2 53.1 54.4 56.4 59.6 62.3 65.8 71.4 77.1 89.8 106 128.1 6566 41.4 42.6 43.3 44.4 45.8 47.5 48.6 49.4 50.1 50.7 51.2 51.6 52 52.4 53.1 54 55.3 57.4 60.6 63.3 66.9 72.6 78.3 91.2 107.6 130.1 6667 42.2 43.4 44.2 45.2 46.7 48.4 49.5 50.3 51 51.6 52.1 52.5 53 53.4 54.1 55 56.3 58.4 61.6 64.4 68 73.8 79.6 92.7 109.3 132.1 6768 43 44.2 45 46 47.5 49.2 50.3 51.2 51.9 52.5 53 53.4 53.9 54.3 55 55.9 57.2 59.3 62.6 65.4 69.1 74.9 80.8 94.1 111 134.1 6869 43.8 45 45.8 46.8 48.4 50.1 51.2 52.1 52.8 53.4 53.9 54.4 54.8 55.2 55.9 56.9 58.2 60.3 63.7 66.4 70.2 76.1 82.1 95.5 112.6 136.1 6970 44.6 45.8 46.6 47.7 49.2 51 52.1 53 53.7 54.3 54.8 55.3 55.7 56.1 56.8 57.8 59.1 61.3 64.7 67.5 71.3 77.3 83.3 96.9 114.3 138.1 7071 45.4 46.7 47.5 48.5 50.1 51.8 53 53.8 54.6 55.2 55.7 56.2 56.6 57 57.8 58.7 60.1 62.3 65.7 68.5 72.4 78.4 84.5 98.4 115.9 140.1 7172 46.2 47.5 48.3 49.4 50.9 52.7 53.9 54.7 55.5 56.1 56.6 57.1 57.5 58 58.7 59.7 61 63.2 66.7 69.6 73.5 79.6 85.8 99.8 117.6 142.1 7273 47 48.3 49.1 50.2 51.8 53.6 54.7 55.6 56.4 57 57.5 58 58.5 58.9 59.6 60.6 62 64.2 67.7 70.6 74.6 80.8 87 101.2 119.3 114.1 7374 47.6 49.1 49.9 51 52.7 54.5 55.6 56.5 57.3 57.9 58.4 58.9 59.4 59.8 60.6 61.6 62.9 65.2 68.7 71.7 75.6 81.9 88.3 102.7 120.9 146.1 7475 48.6 49.9 50.8 51.9 53.5 55.3 56.5 57.4 58.2 58.8 59.3 59.8 60.3 60.7 61.5 62.5 63.9 66.2 69.7 72.7 76.7 83.1 89.5 104.1 122.6 148 7576 49.4 50.8 51.6 52.7 54.4 56.2 57.4 58.3 59.1 59.7 60.3 60.8 61.2 61.7 62.4 63.4 64.9 67.2 70.8 73.8 77.8 84.2 90.8 105.5 124.3 150 7677 50.2 51.6 52.4 53.6 55.2 57.1 58.3 59.2 60 60.6 61.2 61.7 62.1 62.6 63.4 64.4 65.8 68.1 71.8 74.8 78.9 85.4 2 106.9 125.9 152 7778 51.1 52.4 53.3 54.4 56.1 58 59.2 60.1 60.9 61.5 62.1 62.6 63.1 63.5 64.3 65.3 66.8 69.1 72.8 75.9 80 86.6 93.3 108.4 127.6 154 7879 51.9 53.2 54.1 55.3 56.9 58.8 60.1 61 61.8 62.4 63 63.5 64 64.4 65.2 66.3 67.7 70.1 73.8 76.9 81.1 87.7 94.5 109.8 129.3 156 7980 52.7 54.1 54.9 56.1 57.8 59.7 61 61.9 62.7 63.3 63.9 64.4 64.9 65.4 66.2 67.2 68.7 71.1 74.8 78 82.2 88.9 95.7 111.2 130.9 158 8081 53.5 54.9 55.8 56.9 58.7 60.6 61.8 62.8 63.6 64.2 64.8 65.4 65.8 66.3 67.1 68.2 69.6 72.1 75.8 79 83.3 90.1 97 112.6 132.6 160 8182 54.3 55.7 56.6 57.8 59.5 61.5 62.7 63.7 64.5 65.2 65.7 66.3 66.8 67.2 68 69.1 70.6 73 76.9 80.1 84.4 91.2 98.2 114.1 134.3 162 8283 55.1 56.6 57.5 58.6 60.4 62.4 63.6 64.6 65.4 66.1 66.7 67.2 67.7 68.2 69 70.1 71.6 74 77.9 81.1 85.5 92.4 99.5 115.5 135.9 164 8384 56 57.4 58.3 59.5 61.3 63.2 64.5 65.5 66.3 67 67.6 68.1 68.6 69.1 69.9 71 72.5 75 78.9 82.2 86.6 93.6 100.7 116.9 137.6 166 8485 56.8 58.2 59.1 60.4 62.1 64.1 65.4 66.4 67.2 67.9 68.5 69.1 69.6 70 70.9 71.9 73.5 76 79.9 83.2 87.7 94.7 102 118.2 139.3 168 8586 57.6 59.1 60 61.2 63 65 66.3 67.3 68.1 68.8 69.4 70 70.5 70.9 71.8 72.9 74.5 77 80.9 84.3 88.8 95.9 103.2 119.8 140.9 170 8687 58.4 59.9 60.8 62.1 63.9 65.9 67.2 68.2 69 69.7 70.3 70.9 71.4 71.9 72.7 73.8 75.4 78 82 85.3 89.9 97.1 104.5 121.2 142.6 172 8788 59.3 60.8 61.7 62.9 64.7 66.8 68.1 69.1 69.9 70.6 71.3 71.8 72.3 72.8 73.7 74.8 76.4 78.9 83 86.4 91 98.2 105.7 122.6 144.3 174 8889 60.1 61.6 62.5 63.8 65.6 67.7 69 70 70.8 71.6 72.2 72.8 73.3 73.7 74.6 75.7 77.3 79.9 84 87.4 92.1 99.4 106.9 124 145.9 176 8990 60.9 62.4 63.4 64.6 66.5 68.6 69.9 70.9 71.8 72.5 73.1 73.7 74.2 74.7 75.6 76.7 78.3 80.9 85 88.5 93.1 100.6 108.2 125.5 147.6 178 9091 61.8 63.3 64.2 65.5 67.4 69.4 70.8 71.8 72.7 73.4 74 74.6 75.1 75.6 76.5 77.6 79.3 81.9 86 89.5 94.2 101.7 109.4 126.9 149.3 180 9192 62.6 64.1 65.1 66.3 68.2 70.3 71.7 72.7 73.6 74.3 75 75.5 76.1 76.6 77.4 78.6 80.2 82.9 87.1 90.6 95.3 102.9 110.7 128.3 150.9 182 92
Engenharia de Tráfego para Call Centers Exercício 1 Técnicas de dimensionamento por Erlang
Paragon Consulting Solutions (11)-3849-8757 www.paragon.com.br 04/20/2023 8
Tronco PERDAS Tronco
N 0.01% 0.02% 0.03% 0.05% 0.1% 0.2% 0.3% 0.4% 0.5% 0.6% 0.7% 0.8% 0.9% 1% 1.2% 1.5% 2% 3% 5% 7% 10% 15% 20% 30% 40% 50% NVoltar ao MENU
93 63.4 65 65.9 67.2 69.1 71.2 72.6 73.6 74.5 75.2 75.9 76.5 77 77.5 78.4 79.6 81.2 83.9 88.1 91.6 96.4 104.1 111.9 129.7 152.6 184 9394 64.2 65.8 66.8 68.1 70 72.1 73.5 74.5 75.4 76.2 76.8 77.4 77.9 78.4 79.3 80.5 82.2 84.9 89.1 92.7 97.5 105.3 113.2 131.2 154.3 186 9495 65.1 66.6 67.6 68.9 70.9 73 74.4 75.5 76.3 77.1 77.7 78.3 78.9 79.4 80.3 81.5 83.1 85.8 90.1 93.7 98.6 106.4 114.4 132.6 155.9 188 9596 65.9 67.5 68.5 69.8 71.7 73.9 75.3 76.4 77.2 78 78.7 79.3 79.8 80.3 81.2 82.4 84.1 86.8 91.1 94.8 99.7 107.6 115.7 134 157.6 190 9697 66.8 68.3 69.3 70.7 72.6 74.8 76.2 77.3 78.2 78.9 79.6 80.2 80.7 81.2 82.2 83.4 85.1 87.8 92.2 95.8 100.8 108.8 116.9 135.5 159.3 192 9798 67.6 69.2 70.2 71.5 73.5 75.7 77.1 78.2 79.1 79.8 80.5 81.1 81.7 82.2 83.1 84.3 86 88.8 93.2 96.9 101.9 109.9 118.2 136.9 160.9 194 9899 68.4 70 71 72.4 74.4 76.6 78 79.1 80 80.8 81.4 82 82.6 83.1 84.1 85.3 87 89.8 94.2 97.9 103 111.1 119.4 138.3 162.6 196 99
100 69.3 70.9 71.9 73.2 75.2 77.5 78.9 80 80.9 81.7 82.4 83 83.5 84.1 85 86.2 88 90.8 95.2 99 104.1 112.3 120.6 139.7 164.3 198 100102 70.9 72.6 73.6 75 77 79.3 80.7 81.8 82.7 83.5 84.2 84.8 85.4 85.9 86.9 88.1 89.9 92.8 97.3 101.1 106.3 114.6 123.1 142.6 167.6 202 102104 72.6 74.3 75.3 76.7 78.8 81.1 82.5 83.7 84.6 85.4 86.1 86.7 87.3 87.8 88.8 90.1 91.9 94.8 99.3 103.2 108.5 116.9 125.6 145.4 170.9 206 104106 74.3 76 77.1 75.5 80.5 82.8 84.3 85.5 86.4 87.2 87.9 88.6 89.2 89.7 90.7 92 93.8 96.7 101.4 105.3 110.7 119.3 128.1 148.5 174.2 210 106108 76 77.7 78.8 80.2 82.3 84.6 86.2 87.3 88.3 89.1 89.8 90.5 91.1 91.6 92.6 93.9 95.7 98.7 103.4 107.4 112.9 121.6 130.6 151.1 177.9 214.6 108110 77.7 79.4 80.5 81.9 84.1 86.4 88 89.2 90.1 90.9 91.7 92.3 92.9 93.5 94.5 95.8 97.7 100.7 105.5 109.5 115.1 124 133.1 154 180.9 218 110112 79.4 81.1 82.2 83.7 85.8 88.3 89.8 91 92 92.8 93.5 94.2 94.8 95.4 96.4 97.7 99.6 102.7 107.5 111.7 117.3 126.3 135.6 156.9 184.2 222 112114 81.1 82.9 84 85.4 87.6 90.1 91.6 92.8 93.8 94.7 95.4 96.1 96.7 97.3 98.3 99.7 101.6 104.7 109.6 113.8 119.5 128.6 138.1 159.7 187.6 226 114116 82.8 84.6 85.7 8761 89.4 91.9 93.5 94.7 95.7 96.5 97.3 98 98.6 99.2 100.2 101.6 103.5 106.7 117.7 115.9 121.7 131 140.6 162.6 190.9 230 116118 84.5 86.3 87.4 89 91.2 93.7 95.3 95.5 97.5 98.4 99.1 99.9 100.5 101.1 102.1 103.5 105.5 108.7 113.7 118 123.9 133.3 143.1 165.4 194.2 234 118120 86.2 88 89.2 90.7 93 95.5 97.1 98.4 99.4 100.3 101 101.7 102.4 103 104 105.4 107.4 110.7 115.8 120.1 126.1 135.7 145.6 168.3 197.6 238 120122 87.9 89.8 90.9 92.5 94.7 97.3 98.9 100.2 101.2 102.1 102.9 103.6 104.3 104.9 105.9 107.4 109.4 112.6 117.8 122.2 128.3 138 148.1 171.1 200.9 241 122124 89.6 91.5 92.7 94.2 96.5 99.1 100.8 102.1 103.1 104 104.8 105.5 106.2 106.8 107.9 109.3 111.3 114.6 119.9 124.4 130.5 140.3 150.6 174 204.2 246 124126 91.3 93.2 94.4 96 98.3 100.9 102.6 103.9 105 105.9 106.7 107.4 108.1 108.7 109.8 111.2 113.3 116.6 121.9 126.5 132.7 142.7 153 176.8 207.6 250 126128 93.1 95 96.2 97.8 100.1 102.7 104.5 105.8 106.8 107.7 108.5 109.3 109.9 110.6 111.7 113.2 115.2 118.6 124 128.6 134.9 145 155.5 179.7 210.9 254 128130 94.8 96.7 97.9 99.5 101.9 104.6 106.3 107.6 108.7 109.6 110.4 111.2 111.8 112.5 113.6 115.1 117.2 120.6 126.1 130.7 137.1 147.4 158 182.5 214.2 258 130132 96.5 98.5 99.7 101.3 103.7 106.4 108.1 109.5 110.5 111.5 112.3 113.1 113.7 114.4 115.5 117 119.1 122.6 128.1 132.8 139.3 149.7 160.5 185.4 217.6 262 132134 98.2 100.2 101.4 103.1 105.5 108.2 110 111.3 112.4 113.4 114.2 115 115.6 116.3 117.4 119 121.1 124.6 130.2 134.9 141.5 152 163 188.3 220.9 266 134136 100 101.9 103.2 104.9 107.3 110 111.8 113.2 114.3 155.2 116.1 116.8 117.5 118.2 119.4 120.9 123.1 126.6 132.3 137.1 143.7 154.4 165.5 191.1 224.2 270 136138 101.7 103.7 105 106.6 109.1 111.9 113.7 115 116.2 117.1 118 118.7 119.4 120.1 121.3 122.8 125 128.6 134.3 139.2 145.9 156.7 168 194 227.6 274 138140 103.4 105.4 106.7 108.4 110.9 113.7 115.5 116.9 117 119 119.9 120.6 121.4 122 123.2 124.8 127 130.6 136.4 141.3 148.1 159.1 170.5 196.8 230.9 278 140142 105.1 107.2 108.5 110.2 112.7 115.5 117.4 118.7 119.9 120.9 121.8 122.5 123.3 123.9 125.1 126.7 128.9 132.6 138.4 143.4 150.3 161.4 173 199.7 234.2 282 142144 106.9 109 110.2 112 114.5 117.4 119.2 120.6 121.8 122.8 123.6 124.4 125.2 125.8 127 128.6 130.9 134.6 140.5 145.6 152.5 163.8 175.5 202.5 237.6 286 144146 108.6 110.7 112 113.8 116.3 119.2 121.1 122.5 123.6 124.6 125.5 126.3 127.1 127.7 129 130.6 132.9 136.6 142.6 147.7 154.7 166.1 178 205.4 240.9 290 146148 110.4 112.5 113.8 115.5 118.1 121 122.9 124.3 125.5 126.5 127.4 128.2 129 129.7 130.9 132.5 134.8 138.6 144.6 149.8 156.9 168.5 180.5 208.2 244.2 294 148150 112.1 114.2 115.6 117.3 119.9 122.9 124.8 126.2 127.4 128.4 129.3 130.1 130.9 131.6 132.8 134.5 136.8 140.6 146.7 151.9 159.1 170.8 183 211.1 247.6 298 150152 113.8 116 117.3 119.1 121.8 124.7 126.6 128.1 129.3 130.3 131.2 132 132.8 133.5 134.8 136.4 138.8 142.6 148.8 154 161.3 173.1 185.5 214 250.9 302 152154 115.6 117.8 119.1 120.9 123.6 126.5 128.5 129.9 131.2 132.2 133.1 133.9 134.7 135.4 136.7 138.4 140.7 144.6 150.8 156.2 163.5 175.5 188 216.8 254.2 306 154156 117.3 119.5 120.9 122.7 125.4 128.4 130.3 131.8 133 134.1 135 135.9 136.6 137.3 138.6 140.3 142.7 146.6 152.9 158.3 165.7 177.8 190.5 219.7 257.6 310 156158 119.1 121.3 122.7 124.5 127.2 130.2 132.2 133.7 134.9 136 136.9 137.8 138.5 139.2 140.5 142.3 144.7 148.6 155 160.4 167.9 180.2 193 222.5 260.9 314 158160 120.8 123.1 124.4 126.3 129 132.1 134 135.6 136.8 137.9 138.8 139.7 140.4 141.2 142.5 144.2 146.6 150.6 157 162.5 170.2 182.5 195.5 225.4 264.2 318 160162 122.6 124.8 126.2 128.1 130.8 133.9 135.9 137.4 138.7 139.8 140.7 141.6 142.4 143.1 144.4 146.1 148.6 152.7 159.1 164.7 172.4 184.9 198 228.2 267.6 322 162164 124.3 126.6 128 129.9 132.7 135.8 137.8 139.3 140.6 141.7 142.6 143.5 144.3 145 146.3 148.1 150.6 154.7 161.2 166.8 174.6 187.2 200.4 231.1 270.9 326 164166 126.1 128.4 129.8 131.7 134.5 137.6 139.5 141.2 142.5 143.5 144.5 145.4 146.2 146.9 148.3 150 152.6 156.7 163.3 168.9 176.8 189.6 202.9 233.9 274.2 330 166168 127.9 130.2 131.6 133.5 136.3 139.4 141.5 143.1 144.3 145.4 146.4 147.9 148.1 148.9 150.2 152 154.5 158.7 165.3 171 179 191.9 205.4 236.8 277.6 334 168170 129.6 131.9 133.4 135.3 138.1 141.3 143.4 144.9 146.2 147.3 148.3 149.2 150 150.8 152.1 153.9 156.5 160.7 167.4 173.2 181.2 194.2 207.9 239.7 280.9 338 170172 131.4 133.7 135.2 137.1 139.9 143.1 145.2 146.8 148.1 149.2 150.2 151.1 151.9 152.7 154.1 155.9 158.5 162.7 169.5 175.3 183.4 196.6 210.4 242.5 284.2 342 172174 133.1 135.5 136.9 138.9 141.8 145 147.1 148.7 150 151.1 152.1 153 153.9 154.6 156 157.8 160.4 164.7 171.5 177.4 185.6 198.9 212.9 245.4 287.6 346 174176 134.9 137.3 138.7 140.7 143.6 146.9 149 150.6 151.9 153 154 155 155.8 156.6 158 159.8 162.4 166.7 173.6 179.6 187.8 201.3 215.4 248.2 290.9 350 176
Engenharia de Tráfego para Call Centers Exercício 1 Técnicas de dimensionamento por Erlang
Paragon Consulting Solutions (11)-3849-8757 www.paragon.com.br 04/20/2023 9
Tronco PERDAS Tronco
N 0.01% 0.02% 0.03% 0.05% 0.1% 0.2% 0.3% 0.4% 0.5% 0.6% 0.7% 0.8% 0.9% 1% 1.2% 1.5% 2% 3% 5% 7% 10% 15% 20% 30% 40% 50% NVoltar ao MENU
178 136.7 139 140.5 142.5 145.4 148.7 150.8 152.4 153.8 154.9 156 156.9 157.7 158.5 159.9 161.8 164.4 168.7 175.7 181.7 190 203.6 219.9 251.1 294.2 354 178180 138.4 140.8 142.3 144.3 147.3 150.6 152.7 154.3 155.7 156.8 157.9 158.8 159.6 160.4 161.8 163.7 166.4 170.7 177.8 183.8 192.2 206 220.4 253.9 297.5 358 180182 140.2 142.6 144.1 146.1 149.1 152.4 154.6 156.2 157.6 158.7 159.8 160.7 161.6 162.3 163.8 165.7 168.3 172.8 179.8 185.9 194.4 208.3 222.9 256.8 330.9 362 182184 142 144.4 145.9 147.9 150.9 154.3 156.4 158.1 159.5 160.6 161.7 162.6 163.5 164.3 165.7 167.6 170.3 174.8 181.9 188.1 196.6 210.7 225.4 259.6 304.2 366 184186 143.7 146.2 147.7 149.8 152.8 156.1 158.3 162.5 161.4 162.5 163.6 164.5 165.4 166.2 167.7 169.6 172.3 176.8 184 190.2 198.9 213 227.9 262.5 307.5 370 186188 145.5 148 149.5 151.6 154.6 158 160.2 164.4 163.3 164.4 165.5 166.5 167.3 168.1 169.6 171.5 174.3 178.8 186.1 192.3 201.1 215.4 230.4 265.4 310.9 374 188190 147.3 149.8 151.3 153.4 156.4 159.8 162.1 166.4 165.2 166.4 167.4 168.4 169.3 170.1 171.5 173.5 176.3 180.8 188.1 194.5 203.3 217.7 232.9 268.2 314.2 378 190192 149.1 151.6 153.1 155.2 158.3 161.7 163.9 165.6 167 168.3 169.3 170.3 171.2 172 173.5 175.4 178.2 182.8 190.2 196.6 205.5 220.1 235.4 271.1 317.5 382 192194 150.8 153.4 154.9 157 160.1 163.6 165.8 167.5 168.9 170.2 171.2 172.2 173.1 173.9 175.4 177.4 180.2 184.8 192.3 198.7 207.7 222.4 27.9 273.9 320.9 386 194196 152.6 155.2 156.7 158.8 161.9 165.4 167.7 169.4 170.8 172.1 173.2 174.1 175 175.9 177.4 179.4 182.2 186.9 194.4 200.8 209.9 224.8 240.4 276.8 324.2 390 196198 154.4 156.9 158.5 160.7 163.8 167.3 169.6 171.3 172.7 174 175.1 176.1 177 177.8 179.3 181.3 184.2 188.9 196.4 203 212.1 227.1 242.9 279.6 327.5 394 198200 156.2 158.7 160.3 162.5 165.6 169.2 171.4 173.2 174.6 175.9 177 178 178.9 179.7 181.3 183.3 186.2 190.9 198.5 205.1 214.3 229.4 245.4 282.5 330.9 398 200202 158 160.5 162.1 164.3 167.5 171 173.3 175.1 176.5 177.8 178.9 179.9 180.8 181.7 183.2 185.2 188.1 192.9 200.6 207.2 216.5 231.8 247.9 285.4 334.2 402 202204 159.7 162.3 164 166.1 169.3 172.9 175.2 177 178.4 179.7 180.8 181.8 182.8 183.6 185.2 187.2 190.1 194.9 202.7 209.4 218.7 234.1 250.4 288.2 337.5 406 204206 161.5 164.1 165.8 167.9 171.2 174.8 177.1 178.9 180.4 181.6 182.7 183.8 184.7 185.5 187.1 189.2 192.1 196.9 204.7 211.5 221 236.5 252.9 291.1 340.9 410 206208 163.3 165.3 167.6 169.8 173 176.6 179 180.8 182.3 183.5 184.7 185.7 186.6 187.5 189.1 191.1 194.1 199 206.8 213.6 223.2 238.8 255.4 293.9 344.2 414 208210 165.1 167.7 169.4 171.6 174.8 178.5 180.9 182.7 184.2 185.4 186.6 187.6 188.6 189.4 191 193.1 196.1 201 208.9 215.3 225.4 241.2 257.9 296.8 347.5 418 210212 166.9 169.5 171.2 173.4 176.7 180.4 182.7 184.6 186.1 187.4 185.5 189.5 190.5 191.4 193 195.1 198.1 203 211 217.9 227.6 243.5 260.4 299.6 350.9 422 212214 168.7 171.3 173 175.2 178.5 182.2 184.6 186.5 188 189.3 190.4 191.5 192.4 193.3 194.9 197 200 205 213 220 229.8 245.9 262.9 302.5 354.2 426 214216 170.5 173.2 174.8 177.1 180.4 184.1 186.5 188.4 189.9 191.2 192.3 193.4 194.4 195.2 196.9 199 202 207 215.1 222.2 232 248.2 265.4 305.3 357.5 430 216218 172.5 175 176.6 178.9 182.2 186.2 188.4 190.2 191.8 193.1 194.3 195.3 196.3 197.2 198.8 201 204 209.1 217.2 224.3 234.2 250.6 267.9 308.2 360.9 434 218220 174 176.8 178.5 180.7 184.1 187.8 190.3 192.1 193.7 195 196.2 197.2 198.2 199.1 200.8 202.9 206 211.1 219.3 226.4 236.4 252.9 270.4 311.1 364.2 438 220222 175.8 178.6 180.3 182.6 185.9 189.7 192.2 194 195.6 196.9 198.1 199.2 200.2 201.1 202.7 204.9 208 213.1 221.4 228.6 238.6 255.3 272.9 313.9 367.5 442 222224 177.6 180.4 182.1 184.4 187.8 191.6 194.1 195.9 197.5 198.8 200 201.1 202.1 203 204.7 206.8 210 215.1 223.4 230.7 240.9 257.6 275.4 316.8 370.9 446 224226 179.4 182.2 183.9 186.2 189.6 193.5 195.9 197.8 199.4 200.8 202 203 204 204.9 206.6 208.8 212 217.2 225.5 232.8 243.1 260 277.8 319.6 374.2 450 226228 181.2 184 185.7 188.1 191.5 195.3 197.8 199.7 201.3 202.7 203.9 205 206 206.9 208.6 210.8 213.9 219.2 227.6 235 245.3 262.3 280.3 322.5 377.5 454 228230 183 185.3 187.6 189.9 193.3 197.2 199.7 201.6 203.2 204.6 205.8 206.9 207.9 208.8 210.5 212.8 215.9 221.2 229.7 237.1 247.5 264.7 282.8 325.3 380.9 458 230232 184.8 182.6 189.4 191.7 195.2 199.1 201.6 203.5 205.1 206.5 207.7 208.8 209.8 210.8 212.5 214.7 217.9 223.2 231.8 239.2 249.7 267 285.3 328.2 384.2 462 232234 186.6 189.4 191.2 193.6 197.1 201 203.5 205.4 207.1 208.4 209.7 210.8 211.8 212.7 214.4 216.7 219.9 225.2 233.8 241.4 251.9 269.4 287.8 331.1 387.5 466 234236 188.4 191.3 193 195.4 198.9 202.8 205.4 207.4 209 210.4 211.6 212.7 213.7 214.7 216.4 218.7 221.9 227.2 235.9 243.5 254.1 271.7 290.3 333.9 390.9 470 236238 190.2 193.1 194.9 197.2 200.8 204.7 207.3 209.3 210.9 212.3 213.5 214.6 215.7 216.6 218.3 220.6 223.9 229.3 238 245.6 256.3 274.1 292.8 336.8 394.2 474 238240 192 194.9 196.7 199.1 202.6 206.6 209.2 211.2 212.8 214.2 215.4 216.6 217.6 218.6 220.3 222.6 225.9 231.3 240.1 247.8 258.6 276.4 295.3 339.6 397.5 478 240242 193.8 196.7 198.5 200.9 204.5 208.5 211.1 213.1 214.7 216.1 217.4 218.5 219.5 220.5 222.3 224.6 227.9 233.3 242.2 249.9 260.8 278.8 297.8 342.5 400.9 482 242244 195.6 198.5 200.3 202.8 206.3 210.4 213 215 216.6 218 219.3 220.4 221.5 222.5 224.2 226.5 229.9 235.3 244.3 252 263 281.1 300.3 345.3 404.2 486 244246 197.4 200.3 202.2 204.6 208.2 212.2 214.9 216.9 218.5 220 221.2 222.4 223.4 224.4 226.2 228.5 231.8 237.4 246.3 254.2 265.2 283.4 302.8 348.2 407.5 490 246248 199.2 202.2 204 206.4 210.1 214.1 216.8 218.8 220.4 221.9 223.2 224.3 225.4 226.3 228.1 230.5 233.8 239.4 248.4 256.3 267.4 285.8 305.3 351 410.9 494 248250 201 204 205.8 208.3 211.9 216 218.9 220.7 222.4 223.8 225.1 226.2 227.3 228.3 230.1 232.5 235.8 241.4 250.5 258.4 269.6 288.1 307.8 353.9 414.2 498 250
Engenharia de Tráfego para Call Centers Exercício 1 Técnicas de dimensionamento por Erlang
Paragon Consulting Solutions (11)-3849-8757 www.paragon.com.br 04/20/2023 10
Agente BLOQUEIO DE TRONCOS Agente
N 1% 2% 3% 4% 5% 6% 7% 8% 9% 10% 15% 20% 25% 50% N1 0.01 0.02 0.03 0.04 0.05 0.06 0.07 0.08 0.09 0.10 0.15 0.20 0.25 0.50 12 0.15 0.21 0.26 0.30 0.34 0.38 0.41 0.44 0.47 0.50 0.63 0.74 0.84 1.28 23 0.43 0.56 0.65 0.72 0.79 0.85 0.90 0.95 1.00 1.04 1.23 1.39 1.54 2.12 34 0.81 0.99 1.12 1.23 1.32 1.40 1.47 1.54 1.60 1.65 1.90 2.10 2.28 2.98 45 1.26 1.50 1.66 1.79 1.91 2.00 2.09 2.17 2.24 2.31 2.61 2.85 3.06 3.86 56 1.76 2.05 2.25 2.40 2.53 2.65 2.75 2.84 2.93 3.01 3.34 3.62 3.85 4.75 67 2.30 2.63 2.86 3.04 3.19 3.32 3.43 3.54 3.64 3.73 4.10 4.41 4.67 5.65 78 2.87 3.25 3.50 3.70 3.87 4.01 4.14 4.26 4.36 4.46 4.88 5.21 5.49 6.55 89 3.46 3.88 4.17 4.39 4.57 4.73 4.87 4.99 5.11 5.22 5.67 6.03 6.33 7.47 910 4.08 4.54 4.85 5.09 5.29 5.46 5.61 5.75 5.87 5.99 6.47 6.85 7.18 8.38 1011 4.71 5.21 5.55 5.80 6.02 6.20 6.36 6.51 6.64 6.77 7.28 7.69 8.03 9.31 1112 5.36 5.90 6.26 6.53 6.76 6.95 7.13 7.28 7.42 7.55 8.10 8.53 8.89 10.23 1213 6.03 6.60 6.98 7.27 7.51 7.72 7.90 8.06 8.21 8.35 8.93 9.38 9.76 11.16 1314 6.71 7.31 7.71 8.02 8.27 8.49 8.68 8.86 9.01 9.16 9.76 10.23 10.63 12.09 1415 7.39 8.04 8.46 8.78 9.04 9.27 9.47 9.65 9.82 9.97 10.60 11.09 11.51 13.02 1516 8.09 8.77 9.21 9.54 9.82 10.06 10.27 10.46 10.63 10.79 11.44 11.96 12.39 13.96 1617 8.80 9.51 9.97 10.32 10.61 10.85 11.07 11.27 11.45 11.61 12.29 12.83 13.27 14.89 1718 9.52 10.25 10.73 11.10 11.40 11.66 11.88 12.09 12.27 12.44 13.15 13.70 14.16 15.83 1819 10.24 11.01 11.50 11.88 12.20 12.46 12.70 12.91 13.10 13.28 14.01 14.58 15.05 16.77 1920 10.97 11.77 12.28 12.68 13.00 13.27 13.52 13.74 13.93 14.12 14.87 15.45 15.95 17.72 2021 11.71 12.53 13.07 13.47 13.81 14.09 14.34 14.57 14.77 14.96 15.73 16.34 16.84 18.66 2122 12.45 13.30 13.85 14.27 14.62 14.91 15.17 15.40 15.61 15.81 16.60 17.22 17.74 19.61 2223 13.21 14.08 14.65 15.08 15.43 15.74 16.00 16.24 16.46 16.66 17.47 18.11 18.64 20.55 2324 13.96 14.86 15.45 15.89 16.25 16.56 16.84 17.08 17.30 17.51 18.35 19.00 19.54 21.50 2425 14.72 15.65 16.25 16.71 17.08 17.40 17.68 17.93 18.16 18.36 19.22 19.89 20.45 22.45 2526 15.49 16.44 17.05 17.52 17.91 18.23 18.52 18.78 19.01 19.22 20.10 20.79 21.35 23.40 2627 16.25 17.23 17.86 18.34 18.74 19.07 19.36 19.63 19.86 20.08 20.98 21.68 22.27 24.35 2728 17.03 18.03 18.68 19.17 19.57 19.91 20.21 20.48 20.72 20.95 21.87 22.58 23.18 25.30 2829 17.81 18.83 19.49 20.00 20.41 20.76 21.06 21.34 21.59 21.82 22.75 23.48 24.09 26.25 2930 18.59 19.64 20.31 20.83 21.25 21.60 21.92 22.20 22.45 22.68 23.64 24.38 25.00 27.21 3031 19.37 20.45 21.14 21.66 22.09 22.45 22.77 23.06 23.32 23.55 24.53 25.29 25.92 28.16 3132 20.16 21.26 21.96 22.50 22.93 23.31 23.63 23.92 24.18 24.43 25.42 26.19 26.83 29.11 3233 20.95 22.07 22.79 23.33 23.78 24.16 24.49 24.79 25.06 25.30 26.32 27.10 27.75 30.07 33
Voltar ao MENU
Engenharia de Tráfego para Call Centers Exercício 1 Técnicas de dimensionamento por Erlang
Paragon Consulting Solutions (11)-3849-8757 www.paragon.com.br 04/20/2023 11
Agente BLOQUEIO DE TRONCOS Agente
N 1% 2% 3% 4% 5% 6% 7% 8% 9% 10% 15% 20% 25% 50% NVoltar ao MENU
34 21.75 22.89 23.62 24.18 24.63 25.01 25.35 25.66 25.93 26.18 27.21 28.01 28.67 31.03 3435 22.55 23.71 24.45 25.02 25.48 25.87 26.22 26.52 26.80 27.06 28.11 28.92 29.59 31.98 3536 23.35 24.53 25.29 25.86 26.34 26.73 27.08 27.40 27.68 27.94 29.00 29.82 30.51 32.94 3637 24.15 25.35 26.13 26.71 27.19 27.60 27.95 28.27 28.56 28.82 29.90 30.74 31.43 33.90 3738 24.96 26.18 26.97 27.56 28.05 28.46 28.82 29.14 29.44 29.71 30.81 31.65 32.36 34.86 3839 25.76 27.01 27.81 28.41 28.91 29.33 29.69 30.02 30.32 30.59 31.70 32.57 33.28 35.82 3940 26.58 27.84 28.65 29.27 29.77 30.20 30.57 30.90 31.20 31.48 32.61 33.48 34.20 36.78 4041 27.39 28.68 29.50 30.12 30.63 31.06 31.44 31.78 32.09 32.37 33.51 34.40 35.13 37.74 4142 28.20 29.51 30.35 30.98 31.50 31.93 32.32 32.66 32.97 33.26 34.42 35.32 36.06 38.70 4243 29.02 30.35 31.20 31.84 32.36 32.81 33.20 33.54 33.86 34.14 35.33 36.23 36.99 39.66 4344 29.84 31.19 32.05 32.70 33.23 33.68 34.08 34.43 34.74 35.04 36.23 37.15 37.92 40.62 4445 30.67 32.03 32.91 33.56 34.10 34.56 34.96 35.31 35.64 35.93 37.14 38.07 38.85 41.59 4546 31.49 32.87 33.76 34.43 34.97 35.43 35.84 36.20 36.53 36.83 38.05 38.99 39.78 42.54 4647 32.31 33.72 34.62 35.29 35.85 36.31 36.72 37.09 37.42 37.72 38.96 39.91 40.71 43.51 4748 33.14 34.57 35.47 36.16 36.72 37.19 37.61 37.98 38.31 38.62 39.87 40.84 41.64 44.47 4849 33.97 35.41 36.33 37.03 37.59 38.07 38.49 38.87 39.20 39.52 40.78 41.77 42.57 45.43 4950 34.81 36.26 37.19 37.90 38.47 38.95 39.38 39.76 40.10 40.41 41.70 42.69 43.50 46.40 5051 35.58 37.08 38.03 38.75 39.33 39.82 40.26 40.64 40.99 41.31 42.61 43.61 44.44 47.36 5152 36.42 37.93 38.89 39.62 40.21 40.71 41.15 41.53 41.89 42.21 43.52 44.53 45.37 48.32 5253 37.26 38.79 39.76 40.49 41.09 41.59 42.03 42.43 42.78 43.11 44.44 45.46 46.30 49.29 5354 38.10 39.64 40.63 41.37 41.97 42.48 42.92 43.33 43.68 44.01 45.36 46.39 47.24 50.25 5455 38.94 40.50 41.50 42.25 42.85 43.37 43.82 44.22 44.58 44.91 46.28 47.32 48.18 51.22 5556 39.78 41.36 42.36 43.12 43.74 44.26 44.71 45.12 45.48 45.82 47.19 48.25 49.12 52.19 5657 40.63 42.22 43.23 44.00 44.62 45.14 45.60 46.01 46.39 46.72 48.11 49.17 50.06 53.15 5758 41.47 43.08 44.11 44.88 45.51 46.03 46.50 46.92 47.29 47.63 49.03 50.10 50.99 54.12 5859 42.32 43.95 44.98 45.76 46.39 46.93 47.40 47.82 48.20 48.54 49.95 51.04 51.93 55.09 5960 43.16 44.80 45.86 46.64 47.28 47.82 48.30 48.71 49.10 49.45 50.87 51.96 52.87 56.06 6061 44.01 45.67 46.73 47.52 48.17 48.71 49.19 49.61 50.00 50.36 51.79 52.90 53.81 57.03 6162 44.86 46.54 47.60 48.40 49.06 49.61 50.09 50.52 50.91 51.26 52.71 53.83 54.75 57.99 6263 45.71 47.40 48.48 49.29 49.95 50.51 50.99 51.42 51.82 52.17 53.64 54.77 55.69 58.96 6364 46.56 48.27 49.36 50.18 50.84 51.40 51.89 52.33 52.73 53.09 54.56 55.70 56.63 59.93 6465 47.41 49.14 50.23 51.06 51.73 52.30 52.79 53.23 53.64 54.00 55.49 56.63 57.57 60.89 6566 48.27 50.01 51.11 51.95 52.62 53.19 53.70 54.14 54.54 54.91 56.41 57.57 58.51 61.86 66
Engenharia de Tráfego para Call Centers Exercício 1 Técnicas de dimensionamento por Erlang
Paragon Consulting Solutions (11)-3849-8757 www.paragon.com.br 04/20/2023 12
Agente BLOQUEIO DE TRONCOS Agente
N 1% 2% 3% 4% 5% 6% 7% 8% 9% 10% 15% 20% 25% 50% NVoltar ao MENU
67 49.13 50.88 52.00 52.83 53.52 54.09 54.59 55.05 55.45 55.83 57.34 58.50 59.46 62.83 6768 49.98 51.75 52.88 53.73 54.41 55.00 55.50 55.95 56.36 56.74 58.26 59.44 60.40 63.80 6869 50.84 52.63 53.76 54.61 55.31 55.90 56.41 56.86 57.27 57.65 59.19 60.37 61.35 64.77 6970 51.69 53.50 54.65 55.50 56.20 56.79 57.31 57.77 58.18 58.57 60.12 61.30 62.29 65.74 7071 52.55 54.37 55.52 56.39 57.10 57.70 58.22 58.68 59.10 59.48 61.04 62.25 63.24 66.71 7172 53.41 55.25 56.41 57.29 57.99 58.60 59.12 59.59 60.01 60.40 61.98 63.18 64.18 67.68 7273 54.27 56.12 57.30 58.18 58.89 59.50 60.02 60.50 60.93 61.31 62.90 64.12 65.13 68.65 7374 55.14 57.00 58.18 59.08 59.79 60.40 60.94 61.41 61.84 62.24 63.83 65.06 66.07 69.62 7475 56.00 57.87 59.07 59.97 60.69 61.31 61.85 62.32 62.76 63.15 64.76 66.00 67.01 70.59 7576 56.87 58.76 59.96 60.86 61.59 62.21 62.76 63.24 63.67 64.07 65.69 66.94 67.96 71.57 7677 57.73 59.63 60.84 61.76 62.49 63.11 63.66 64.14 64.59 64.99 66.62 67.88 68.90 72.54 7778 58.60 60.52 61.74 62.65 63.39 64.03 64.57 65.06 65.50 65.91 67.55 68.81 69.86 73.51 7879 59.47 61.39 62.62 63.55 64.29 64.93 65.48 65.98 66.42 66.82 68.48 69.76 70.80 74.47 7980 60.33 62.28 63.52 64.45 65.19 65.83 66.39 66.89 67.34 67.74 69.41 70.70 71.75 75.45 8081 61.19 63.16 64.41 65.34 66.10 66.74 67.30 67.81 68.25 68.67 70.35 71.63 72.69 76.42 8182 62.06 64.05 65.29 66.24 67.00 67.65 68.21 68.71 69.17 69.59 71.28 72.58 73.64 77.39 8283 62.94 64.93 66.19 67.14 67.91 68.56 69.13 69.64 70.10 70.51 72.22 73.52 74.59 78.37 8384 63.81 65.81 67.08 68.04 68.81 69.47 70.04 70.55 71.01 71.43 73.15 74.46 75.54 79.34 8485 64.68 66.70 67.97 68.94 69.72 70.38 70.95 71.47 71.94 72.36 74.08 75.40 76.49 80.31 8586 65.55 67.58 68.87 69.84 70.62 71.29 71.87 72.39 72.86 73.28 75.02 76.34 77.44 81.28 8687 66.42 68.47 69.77 70.74 71.53 72.20 72.79 73.30 73.78 74.20 75.95 77.29 78.39 82.25 8788 67.29 69.36 70.66 71.64 72.43 73.11 73.70 74.22 74.70 75.12 76.89 78.23 79.34 83.22 8889 68.17 70.25 71.56 72.54 73.34 74.03 74.62 75.14 75.62 76.05 77.82 79.17 80.29 84.20 8990 69.05 71.13 72.45 73.45 74.25 74.93 75.53 76.06 76.54 76.97 78.76 80.12 81.24 85.17 9091 69.92 72.02 73.35 74.36 75.16 75.85 76.45 76.98 77.47 77.90 79.69 81.06 82.19 86.15 9192 70.79 72.91 74.25 75.25 76.07 76.76 77.37 77.90 78.39 78.82 80.62 82.01 83.14 87.12 9293 71.67 73.80 75.15 76.17 76.98 77.68 78.28 78.82 79.31 79.76 81.56 82.95 84.10 88.09 9394 72.55 74.69 76.05 77.07 77.89 78.59 79.20 79.74 80.24 80.68 82.51 83.89 85.04 89.06 9495 73.42 75.58 76.95 77.97 78.80 79.51 80.12 80.66 81.15 81.61 83.44 84.84 86.00 90.05 9596 74.31 76.47 77.85 78.88 79.72 80.42 81.04 81.59 82.08 82.54 84.38 85.78 86.95 91.01 9697 75.19 77.36 78.75 79.78 80.63 81.33 81.95 82.51 83.00 83.46 85.32 86.73 87.90 91.99 9798 76.06 78.26 79.65 80.69 81.53 82.25 82.88 83.43 83.93 84.39 86.25 87.67 88.85 92.96 9899 76.95 79.16 80.55 81.60 82.45 83.17 83.80 84.35 84.85 85.31 87.19 88.63 89.80 93.95 99
Engenharia de Tráfego para Call Centers Exercício 1 Técnicas de dimensionamento por Erlang
Paragon Consulting Solutions (11)-3849-8757 www.paragon.com.br 04/20/2023 13
Agente BLOQUEIO DE TRONCOS Agente
N 1% 2% 3% 4% 5% 6% 7% 8% 9% 10% 15% 20% 25% 50% NVoltar ao MENU
100 77.83 80.04 81.46 82.51 83.36 84.09 84.71 85.28 85.78 86.24 88.14 89.58 90.76 94.91 100101 78.71 80.94 82.35 83.41 84.27 85.01 85.64 86.21 86.71 87.18 89.07 90.52 91.71 95.88 101102 79.60 81.84 83.26 84.32 85.18 85.92 86.56 87.13 87.64 88.11 90.01 91.47 92.67 96.86 102103 80.48 82.73 84.16 85.23 86.10 86.84 87.48 88.06 88.56 89.03 90.94 92.41 93.61 97.85 103104 81.35 83.62 85.07 86.15 87.01 87.75 88.40 88.97 89.50 89.97 91.90 93.37 94.58 98.82 104105 82.25 84.52 85.96 87.06 87.94 88.67 89.32 89.90 90.42 90.90 92.83 94.32 95.53 99.79 105110 86.67 89.01 90.49 91.61 92.51 93.27 93.95 94.53 95.06 95.55 97.53 99.05 100.30 104.70 110112 88.44 90.81 92.31 93.44 94.35 95.11 95.79 96.39 96.93 97.42 99.42 101.00 102.20 106.60 112114 90.22 92.61 94.13 95.27 96.19 96.96 97.64 98.24 98.79 99.28 101.30 102.90 104.10 108.60 114116 92.00 94.42 95.95 97.09 98.03 98.81 99.49 100.10 100.60 101.10 103.20 104.70 106.00 110.50 116118 93.79 96.23 97.77 98.92 99.86 100.70 101.30 102.00 102.50 103.00 105.10 106.70 108.00 112.50 118120 95.56 98.02 99.58 100.80 101.70 102.50 103.20 103.80 104.40 104.90 107.00 108.60 109.90 114.40 120122 97.35 99.84 101.40 102.60 103.50 104.30 105.00 105.70 106.20 106.80 108.90 110.50 111.80 116.40 122124 99.13 101.60 103.20 104.40 105.40 106.20 106.90 107.50 108.10 108.60 110.70 112.40 113.70 118.30 124126 100.90 103.50 105.10 106.30 107.20 108.10 108.80 109.40 110.00 110.50 112.60 114.30 115.60 120.30 126128 102.70 105.30 106.90 108.10 109.10 109.90 110.60 111.30 111.90 112.40 114.50 116.20 117.50 122.30 128130 104.50 107.10 108.70 109.90 110.90 111.80 112.50 113.10 113.70 114.20 116.40 118.10 119.40 124.20 130132 106.30 108.90 110.50 111.80 112.80 113.60 114.30 115.00 115.60 116.10 118.30 120.00 121.40 126.20 132134 108.10 110.70 112.40 113.60 114.60 115.50 116.20 116.90 117.50 118.00 120.20 121.90 123.30 128.10 134136 109.90 112.50 114.20 115.40 116.50 117.30 118.10 118.70 119.30 119.90 122.10 123.80 125.20 130.10 136138 111.70 114.30 116.00 117.30 118.30 119.20 119.90 120.60 121.20 121.80 124.00 125.70 127.10 132.00 138140 113.50 116.20 117.90 119.10 120.20 121.10 121.80 122.50 123.10 123.70 125.90 127.60 129.00 134.00 140142 115.30 118.00 119.70 121.00 122.00 122.90 123.70 124.30 125.00 125.50 127.80 129.50 131.00 135.90 142144 117.10 119.80 121.50 122.80 123.90 124.80 125.50 126.20 126.80 127.40 129.70 131.50 132.90 137.90 144146 118.90 121.60 123.40 124.70 125.70 126.60 127.40 128.10 128.70 129.30 131.60 133.40 134.80 139.90 146148 120.70 123.50 125.20 126.50 127.60 128.50 129.30 130.00 130.60 131.20 133.50 135.30 136.70 141.80 148150 122.50 125.30 127.10 128.40 129.50 130.40 131.10 131.80 132.50 133.00 135.40 137.20 138.70 143.80 150152 124.30 127.10 128.90 130.20 131.30 132.20 133.00 133.70 134.30 134.90 137.30 139.10 140.60 145.70 152154 126.10 129.00 130.70 132.10 133.20 134.10 134.90 135.60 136.20 136.80 139.20 141.00 142.50 147.70 154156 127.90 130.80 132.60 133.90 135.00 136.00 136.70 137.50 138.10 138.70 141.10 142.90 144.40 149.70 156158 129.70 132.60 134.40 135.80 136.90 137.80 138.60 139.30 140.00 140.60 143.00 144.80 146.40 151.60 158160 131.50 134.40 136.30 137.70 138.70 139.70 140.50 141.20 141.90 142.50 144.90 146.80 148.30 153.60 160162 133.40 136.30 138.10 139.50 140.60 141.60 142.40 143.10 143.80 144.40 146.80 148.70 150.20 155.50 162
Engenharia de Tráfego para Call Centers Exercício 1 Técnicas de dimensionamento por Erlang
Paragon Consulting Solutions (11)-3849-8757 www.paragon.com.br 04/20/2023 14
Agente BLOQUEIO DE TRONCOS Agente
N 1% 2% 3% 4% 5% 6% 7% 8% 9% 10% 15% 20% 25% 50% NVoltar ao MENU
164 135.20 138.10 140.00 141.40 142.50 143.40 144.30 145.00 145.70 146.30 148.70 150.60 152.10 157.50 164166 137.00 139.90 141.80 143.20 144.40 145.30 146.10 146.90 147.50 148.20 150.60 152.50 154.10 159.50 166168 138.80 141.80 143.70 145.10 146.20 147.20 148.00 148.80 149.40 150.00 152.50 154.40 156.00 161.40 168170 140.60 143.60 145.50 146.90 148.10 149.00 149.90 150.60 151.30 151.90 154.40 156.30 157.90 163.40 170172 142.40 145.50 147.40 148.80 149.90 150.90 151.80 152.50 153.20 153.80 156.30 158.30 159.80 165.30 172174 144.30 147.30 149.20 150.60 151.80 152.80 153.60 154.40 155.10 155.70 158.30 160.20 161.80 167.30 174176 146.10 149.10 151.10 152.50 153.70 154.70 155.50 156.30 157.00 157.60 160.20 162.10 163.70 169.30 176178 147.90 151.00 152.90 154.40 155.50 156.50 157.40 158.20 158.90 159.50 162.10 164.00 165.60 171.20 178180 149.70 152.80 154.80 156.20 157.40 158.40 159.30 160.10 160.80 161.40 164.00 165.90 167.60 173.20 180182 151.50 154.70 156.60 158.10 159.30 160.30 161.20 161.90 162.60 163.30 165.90 167.90 169.50 175.10 182184 153.40 156.50 158.50 160.00 161.20 162.20 163.00 163.80 164.50 165.20 167.80 169.80 171.40 177.10 184186 155.20 158.30 160.30 161.80 163.00 164.00 164.90 165.70 166.40 167.10 169.70 171.70 173.40 179.10 186188 157.00 160.20 162.20 163.70 164.90 165.90 166.80 167.60 168.30 169.00 171.60 173.60 175.30 181.00 188190 158.90 162.00 164.10 165.60 166.80 167.80 168.70 169.50 170.20 170.90 173.50 175.60 177.20 183.00 190192 160.70 163.90 165.90 167.40 168.70 169.70 170.60 171.40 172.10 172.80 175.40 177.50 179.10 185.00 192194 162.50 165.70 167.80 169.30 170.50 171.60 172.50 173.30 174.00 174.70 177.30 179.40 181.10 186.90 194196 164.30 167.60 169.60 171.20 172.40 173.50 174.40 175.20 175.90 176.60 179.30 181.30 183.00 188.90 196198 166.20 169.40 171.50 173.00 174.30 175.30 176.20 177.10 177.80 178.50 181.20 183.30 184.90 190.90 198200 168.00 171.30 173.40 174.90 176.20 177.20 178.10 178.90 179.70 180.40 183.10 185.20 186.90 192.80 200202 169.80 173.10 175.20 176.80 178.00 179.10 180.00 180.80 181.60 182.30 185.00 187.10 188.80 194.80 202204 171.70 175.00 177.10 178.70 179.90 181.00 181.90 182.70 183.50 184.20 186.90 189.00 190.70 196.70 204206 173.50 176.80 178.90 180.50 181.80 182.90 183.80 184.60 185.40 186.10 188.80 191.00 192.70 198.70 206208 175.30 178.70 180.80 182.40 183.70 184.80 185.70 186.50 187.30 188.00 190.80 192.90 194.60 200.70 208210 177.20 180.60 182.70 184.30 185.60 186.60 187.60 188.40 189.20 189.90 192.70 194.80 196.60 202.60 210212 179.00 182.40 184.50 186.10 187.40 188.50 189.50 190.30 191.10 191.80 194.60 196.70 198.50 204.60 212214 180.80 184.30 186.40 188.00 189.30 190.40 191.40 192.20 193.00 193.70 196.50 198.70 200.40 206.60 214216 182.70 186.10 188.30 189.90 191.20 192.30 193.20 194.10 194.90 195.60 198.40 200.60 202.40 208.50 216218 184.50 188.00 190.10 191.80 193.10 194.20 195.10 196.00 196.80 197.50 200.30 202.50 204.30 210.50 218220 186.40 189.80 192.00 193.60 194.90 196.10 197.00 197.90 198.70 199.40 202.20 204.40 206.20 212.50 220222 188.20 191.70 193.90 195.50 196.80 198.00 198.90 199.80 200.60 201.30 204.20 206.40 208.20 214.40 222224 190.10 193.50 195.80 197.40 198.70 199.90 200.80 201.70 202.50 203.20 206.10 208.30 210.10 216.40 224226 191.90 195.40 197.60 199.30 200.60 201.70 202.70 203.60 204.40 205.10 208.00 210.20 212.00 218.40 226228 193.70 197.30 199.50 201.20 202.50 203.60 204.60 205.50 206.30 207.00 209.90 212.10 214.00 220.30 228
Engenharia de Tráfego para Call Centers Exercício 1 Técnicas de dimensionamento por Erlang
Paragon Consulting Solutions (11)-3849-8757 www.paragon.com.br 04/20/2023 15
Agente BLOQUEIO DE TRONCOS Agente
N 1% 2% 3% 4% 5% 6% 7% 8% 9% 10% 15% 20% 25% 50% NVoltar ao MENU
230 195.60 199.10 201.40 203.00 204.40 205.50 206.50 207.40 208.20 208.90 211.90 214.10 215.90 222.30 230232 197.40 201.00 203.20 204.90 206.30 207.40 208.40 209.30 210.10 210.80 213.80 216.00 217.90 224.30 232234 199.30 202.80 205.10 206.80 208.10 209.30 210.30 211.20 212.00 212.70 215.70 218.00 219.80 226.20 234236 201.10 204.70 207.00 208.70 210.00 211.20 212.20 213.10 213.90 214.60 217.60 219.90 221.70 228.20 236238 202.90 206.60 208.90 210.60 211.90 213.10 214.10 215.00 215.80 216.50 219.50 221.80 223.70 230.20 238240 204.80 208.40 210.70 212.40 213.80 215.00 216.00 216.90 217.70 218.40 221.50 223.80 225.60 232.10 240242 206.60 210.30 212.60 214.30 215.70 216.90 217.90 218.80 219.60 220.40 223.40 225.70 227.50 234.10 242244 208.50 212.20 214.50 216.20 217.60 218.80 219.80 220.70 221.50 222.30 225.30 227.60 229.50 236.10 244246 210.30 214.00 216.30 218.10 219.50 220.70 221.70 222.60 223.40 224.20 227.20 229.50 231.40 238.00 246248 212.20 215.90 218.20 219.90 221.40 222.60 223.60 224.50 225.30 226.10 229.10 231.50 233.40 240.00 248250 214.00 217.70 220.10 221.80 223.30 224.40 225.50 226.40 227.20 228.00 231.10 233.40 235.30 242.00 250N 1% 2% 3% 4% 5% 6% 7% 8% 9% 10% 15% 20% 25% 50% N
Agente BLOQUEIO DE TRONCOS Agente
www.erlang.com.br Tabela ERLANG C
Engenharia de Tráfego para Call Centers Exercício 1 Técnicas de dimensionamento por Erlang
Paragon Consulting Solutions (11)-3849-8757 www.paragon.com.br 04/20/2023 16
Atend 99.9% 95% 90% 80% Atend
N 15 30 45 60 15 30 45 60 15 30 45 60 15 30 45 60 N1 - - - - 0.10 0.10 0.10 0.10 0.10 0.10 0.10 0.10 0.20 0.20 0.20 0.25 12 - 0.10 0.10 0.10 0.35 0.40 0.40 0.40 0.60 0.60 0.60 0.60 0.80 0.80 0.80 0.90 23 0.20 0.20 0.20 0.25 0.80 0.90 0.90 1.00 1.10 1.20 1.20 1.30 1.40 1.50 1.60 1.70 34 0.40 0.50 0.50 0.60 1.40 1.50 1.60 1.70 1.70 1.80 1.90 2.00 2.20 2.30 2.40 2.50 45 0.80 0.80 0.90 0.95 2.00 2.20 2.30 2.40 2.40 2.60 2.70 2.80 3.00 3.10 3.20 3.30 5
10 3.20 3.40 3.60 3.80 5.60 5.90 6.20 6.40 6.30 6.60 6.80 7.10 7.20 7.40 7.70 7.80 1015 6.20 6.60 7.00 7.40 9.60 10.10 10.40 10.80 10.50 10.90 11.30 11.70 11.60 11.90 12.30 12.60 1520 9.60 10.20 10.70 11.30 13.70 14.40 14.90 15.40 14.80 15.40 15.90 16.30 16.10 16.60 17.00 17.30 2025 13.10 13.90 14.70 15.40 18.00 18.80 19.50 20.10 19.30 20.00 20.60 21.10 20.70 21.30 21.80 22.20 2530 16.90 17.90 18.90 19.70 22.40 23.40 24.20 24.80 23.80 24.70 25.30 25.90 25.30 26.10 26.60 27.10 3040 24.70 26.20 27.50 28.70 31.30 32.60 33.60 34.40 32.90 34.10 34.90 35.60 34.80 35.70 36.30 36.80 4050 32.90 34.80 36.40 37.80 40.40 42.00 43.20 44.10 42.30 43.60 44.60 45.40 44.30 45.40 46.20 46.70 5060 41.30 43.60 45.50 47.10 49.70 51.50 52.80 53.80 51.70 53.30 54.40 55.20 53.90 55.10 55.90 56.60 6070 49.90 52.50 54.70 56.60 59.10 61.10 62.60 63.70 61.20 62.90 64.20 65.10 63.50 64.90 65.80 66.50 7080 58.60 61.60 64.10 66.10 68.40 70.70 72.30 73.50 70.70 72.70 74.00 74.90 73.20 74.70 75.70 76.40 80
100 76.30 80.10 83.00 85.30 87.40 90.10 91.90 93.20 89.90 92.20 93.70 94.70 92.60 94.40 95.50 96.30 100150 121.80 127.20 131.10 134.10 135.40 138.90 141.20 142.70 138.30 141.30 143.20 144.40 141.60 143.80 145.20 146.00 150200 168.30 175.10 179.80 183.20 183.80 188.20 190.80 192.40 187.20 190.80 192.80 194.20 190.80 193.40 194.90 195.90 200250 215.50 223.60 228.90 232.60 232.70 237.60 240.40 242.20 236.30 240.30 242.60 244.00 240.10 243.10 244.80 245.80 250300 263.10 272.30 278.20 282.20 281.70 287.10 290.20 292.10 285.60 290.00 292.40 293.90 289.60 292.90 294.60 295.70 300N 15 30 45 60 15 30 45 60 15 30 45 60 15 30 45 60 N
Atend 99.9% 95% 90% 80% Atend
www.erlang.com.br NÍVEL DE SERVIÇO para 60 min ###Voltar ao MENU
![Erlang Parte1[1] (1)](https://img.pdfslide.tips/doc/110x75/554019204a79593b1c8b4936/erlang-parte11-1.jpg)
![[spodek 2.0] Erlang](https://img.pdfslide.tips/doc/110x75/546f7e33af7959c20a8b4580/spodek-20-erlang.jpg)
