UNIVERSIDAD CENTRAL DEL

FACULTAD DE INGENIERA
INVESTIGACIN OPERA
TEORA DE COLAS

Integrantes
Hugo Cceres
Patricia Carrillo
Andrea Galarza
Jhonattan Manosalvas
Denisse Mencas
Samantha Rodas
Katherine Ruiz
Mara Beln Torres

AD CENTRAL DEL ECUADOR

D DE INGENIERA QUMICA
TIGACIN OPERATIVA
EORA DE COLAS

Variables de entrada

INTERVALO
Horario
10:00 - 10:30
10:30 - 11:00
11:00 - 11:30
11:30 - 12:00
12:00 - 12:30
12:30 - 13:00
13:00 - 13:30
13:30 - 14:00
14:00 - 14:30
14:30 - 15:00
15:00 - 15:30
15:30 - 16:00
16:00 - 16:30
16:30 - 17:00
17:30 - 18:00
18:00 - 18:30
18:30 - 19:00
19:00 - 19:30
19:30 - 20:00

Clientespor
Intervalo

Longitud del
Intervalo

Duracin de
Atencin

Nmero de
cajeros

Respuesta
Objetiva

Intensidad
trafico

C
Clientes
3
2
1
4
4
3
2
3
5
1
7
5
9
13
12
16
24
21
17

L
segundos
1800
1800
1800
1800
1800
1800
1800
1800
1800
1800
1800
1800
1800
1800
1800
1800
1800
1800
1800

(DS)
segundos
122
69
65
186
229
265
120
81
102
105
65
123
229
283
427
326
287
224
154

(M)
agentes
2
2
2
2
1
1
2
2
2
2
2
2
2
3
3
3
4
3
3

T
segundos
200
200
200
200
200
200
200
200
200
200
200
200
200
200
200
200
200
200
200

U
C DS /L
0.203
0.077
0.036
0.413
0.509
0.442
0.133
0.135
0.283
0.058
0.253
0.342
1.145
2.044
2.847
2.898
3.827
2.613
1.454

Variables de trabajo
Ocupacin
Funcin
agente
Erlang-C

Nivel de
Servicio

Resultados
Ocupacin
del
Respuesta
Personal
Inmediata

Ec(M, U)

SLVL

(RHO)

C DS /(L M)
0.102
0.038
0.018
0.207
0.509
0.442
0.067
0.068
0.142
0.029
0.126
0.171
0.573
0.681
0.949
0.966
0.957
0.871
0.485

0.019
0.003
0.001
0.071
0.509
0.442
0.008
0.009
0.035
0.002
0.028
0.050
0.417
0.465
0.905
0.936
0.906
0.767
0.221

0.999
1.000
1.000
0.987
0.669
0.710
1.000
1.000
0.999
1.000
1.000
0.997
0.802
0.763
0.158
0.121
0.197
0.457
0.970

10.167
3.833
1.806
20.667
50.889
44.167
6.667
6.750
14.167
2.917
12.639
17.083
57.250
68.130
94.889
96.593
95.667
87.111
48.481

98.124
99.717
99.936
92.921
49.111
55.833
99.167
99.146
96.484
99.835
97.164
95.015
58.314
53.477
9.502
6.369
9.438
23.344
77.918

Promedio

8.00

1800.00

182.21

2.26

200.00

1.04

0.39

0.30

0.78

38.94

69.52

Clientes
30
25
20

f(x) = - 0.0004097119x^5 + 0.0180539919x^4 - 0.2753726439x^3 + 1.8058063302x^2 - 4.7385926162x + 6.1367389061

Clientes
R = 0.9437587174
Polynomial (Clie

15
10
5
0
0

10

15

20

25

30

35

10
5
0
0

10

15

20

25

30

35

Resultados
Nivel de
servicio
SLVL

%
99.901
99.999
100.000
98.715
66.860
71.021
99.963
99.991
99.879
99.996
99.987
99.664
80.244
76.329
15.774
12.061
19.742
45.723
97.033

Elasticidad
Velocidad Promedio
ESLVL/C
de Respuesta
(ASA)
segundos
1.274
0.102
0.021
8.299
237.290
209.627
0.536
0.371
2.089
0.089
1.055
3.698
111.650
137.703
2520.161
2986.007
1499.496
444.078
22.003

ESLVL/L

ESLVL/TS

%
%
%
0.000
0.000
0.000
0.000
0.000
0.000
0.000
0.000
0.000
-0.030
0.029 -0.052
-0.719
0.706 -0.930
-0.546
0.537 -0.717
-0.001
0.001 -0.002
0.000
0.000 -0.001
-0.003
0.003 -0.007
0.000
0.000
0.000
0.000
0.000 -0.001
-0.008
0.008 -0.018
-0.655
0.636 -0.840
-1.114
1.073 -1.325
-17.576 16.975 -17.895
-27.282 26.212 -27.618
-20.451 19.402 -20.849
-5.197
4.959 -5.593
-0.130
0.124 -0.193

ESLVL/T

ESLVL/M

E M / SLVL

%
%
%
0.000
0.000 30388.259
0.000
0.000 16434.316
0.000
0.000 109837.455
0.022
0.031
32.519
0.212
0.677
1.476
0.172
0.483
2.070
0.001
0.001
804.655
0.000
0.000
2396.886
0.004
0.005
205.849
0.000
0.000
6485.331
0.001
0.001
1249.456
0.009
0.011
87.521
0.183
0.612
1.634
0.209
0.990
1.010
0.383 16.489
0.061
0.457 25.869
0.039
0.491 19.167
0.052
0.409
4.915
0.203
0.061
0.138
7.244

78.05

430.82

6162x + 6.1367389061
Clientes
Polynomial (Clientes)

35

-3.88

3.72

-4.00

0.14

3.65

8838.74

35

Variables de entrada

INTERVALO
Horario
10:00 - 10:30
10:30 - 11:00
11:00 - 11:30
11:30 - 12:00
12:00 - 12:30
12:30 - 13:00
13:00 - 13:30
13:30 - 14:00
14:00 - 14:30
14:30 - 15:00
15:00 - 15:30
15:30 - 16:00
16:00 - 16:30
16:30 - 17:00
17:30 - 18:00
18:00 - 18:30
18:30 - 19:00
19:00 - 19:30
19:30 - 20:00

Promedio

Clientespor
Intervalo

Longitud del
Intervalo

Duracin de
Atencin

Nmero de
cajeros

Respuesta
Objetiva

C
Clientes
3
4
6
4
6
4
10
9
11
13
9
14
17
18
21
17
18
11
18

L
segundos
1800
1800
1800
1800
1800
1800
1800
1800
1800
1800
1800
1800
1800
1800
1800
1800
1800
1800
1800

(DS)
segundos
157
150
185
170
213
204
232
213
210
209
179
179
174
171
185
193
204
215
191

(M)
agentes
2
2
2
2
2
1
1
2
2
2
2
2
3
3
3
3
3
3
3

T
segundos
20
20
20
20
20
20
20
20
20
20
20
20
20
20
20
20
20
20
20

11.21

1800.00

191.26

2.26

20.00

Variables de trabajo
Intensidad Ocupacin
trafico
agente
U
C DS /L
0.262
0.333
0.617
0.378
0.710
0.453
1.289
1.065
1.283
1.509
0.895
1.392
1.643
1.710
2.158
1.823
2.040
1.314
1.910

1.20

C DS /(L M)
0.131
0.167
0.308
0.189
0.355
0.453
1.289
0.533
0.642
0.755
0.448
0.696
0.548
0.570
0.719
0.608
0.680
0.438
0.637

0.53

Variables de trabajo
Funcin Nivel de Ocupacin del
Erlang-C Servicio
Personal
Ec(M, U)
0.030
0.048
0.145
0.060
0.186
0.453
1.289
0.370
0.502
0.649
0.277
0.571
0.291
0.317
0.521
0.365
0.463
0.175
0.403

0.37

SLVL
0.976
0.962
0.875
0.950
0.835
0.570
-0.321
0.661
0.531
0.381
0.755
0.466
0.751
0.727
0.524
0.677
0.578
0.851
0.640

0.65

Resultados
Nivel de
Respuesta
Inmediata
servicio

(RHO)

SLVL

13.083
16.667
30.833
18.889
35.500
45.333
128.889
53.250
64.167
75.472
44.750
69.611
54.778
57.000
71.944
60.759
68.000
43.796
63.667

96.973
95.238
85.467
93.998
81.399
54.667
-28.889
62.994
49.839
35.077
72.331
42.861
70.945
68.281
47.882
63.547
53.663
82.528
59.696

97.574
96.187
87.486
95.041
83.521
57.032
-32.139
66.105
53.149
38.055
75.544
46.612
75.140
72.723
52.415
67.733
57.825
85.064
64.043

53.49

62.55

65.22

Velocidad
Promedio de
Respuesta (ASA)
segundos
2.734
4.286
19.436
6.290
30.714
169.171
-1035.077
84.302
146.983
276.601
44.822
168.283
37.265
42.046
114.555
59.763
98.466
22.279
70.625

19.13

surplus

2
5
0
2
1
8
6
6
12
2
9
8
5
9
1
-6
-10
1

3.39

Variables de entrada

INTERVALO
Horario
10:00 - 10:30
10:30 - 11:00
11:00 - 11:30
11:30 - 12:00
12:00 - 12:30
12:30 - 13:00
13:00 - 13:30
13:30 - 14:00
14:00 - 14:30
14:30 - 15:00
15:00 - 15:30
15:30 - 16:00
16:00 - 16:30
16:30 - 17:00
17:30 - 18:00
18:00 - 18:30
18:30 - 19:00
19:00 - 19:30
19:30 - 20:00

Promedio

Clientespor
Intervalo

Longitud del
Intervalo

Duracin de
Atencin

Nmero de
cajeros

Respuesta
Objetiva

C
Clientes
3.03
2.02
1.01
4.04
4.04
3.03
2.02
3.03
5.05
1.01
7.07
5.05
9.09
13.13
12.12
16.16
24.24
21.21
17.17

L
segundos
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00

(DS)
segundos
122.00
69.00
65.00
186.00
229.00
265.00
120.00
81.00
102.00
105.00
65.00
123.00
229.00
283.00
427.00
326.00
287.00
224.00
154.00

(M)
agentes
2.00
2.00
2.00
2.00
1.00
1.00
2.00
2.00
2.00
2.00
2.00
2.00
2.00
3.00
3.00
3.00
4.00
3.00
3.00

T
segundos
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00

8.08

1800.00

182.21

2.26

200.00

Intensidad
trafico

Variables de trabajo
Ocupacin
agente

U
C DS /L
C DS /(L M)
0.205366667
0.1027
0.077433333
0.0387
0.036472222
0.0182
0.417466667
0.2087
0.513977778
0.5140
0.446083333
0.4461
0.134666667
0.0673
0.13635
0.0682
0.286166667
0.1431
0.058916667
0.0295
0.255305556
0.1277
0.345083333
0.1725
1.15645
0.5782
2.064327778
0.6881
2.875133333
0.9584
2.926755556
0.9756
3.864933333
0.9662
2.639466667
0.8798
1.468988889
0.4897

1.05

0.39

Variables de trabajo
Funcin
Erlang-C

Nivel de
Servicio

Service
Level

Average
Speed Of

Ec(M, U)

SLVL

0.0191
0.0029
0.0007
0.0721
0.5140
0.4461
0.0085
0.0087
0.0358
0.0017
0.0289
0.0508
0.4237
0.4750
0.9224
0.9542
0.9261
0.7817
0.2259

0.9990
1.0000
1.0000
0.9869
0.6638
0.7063
0.9996
0.9999
0.9988
1.0000
0.9999
0.9966
0.7972
0.7548
0.1300
0.0877
0.1570
0.4335
0.9691

SLVL
percent
99.9
100.0
100.0
98.7
66.4
70.6
100.0
100.0
99.9
100.0
100.0
99.7
79.7
75.5
13.0
8.8
15.7
43.3
96.9

Answers (ASA)
seconds
1.3
0.1
0.0
8.5
242.2
213.4
0.5
0.4
2.1
0.1
1.1
3.8
115.0
143.7
3154.2
4247.1
1967.9
485.7
22.7

0.31

0.77

77.26

558.41

Variables de entrada

INTERVALO
Horario
10:00 - 10:30
10:30 - 11:00
11:00 - 11:30
11:30 - 12:00
12:00 - 12:30
12:30 - 13:00
13:00 - 13:30
13:30 - 14:00
14:00 - 14:30
14:30 - 15:00
15:00 - 15:30
15:30 - 16:00
16:00 - 16:30
16:30 - 17:00
17:30 - 18:00
18:00 - 18:30
18:30 - 19:00
19:00 - 19:30
19:30 - 20:00

Promedio

Clientespor
Intervalo

Longitud del
Intervalo

Duracin de
Atencin

Nmero de
cajeros

Respuesta
Objetiva

C
Clientes
3.00
2.00
1.00
4.00
4.00
3.00
2.00
3.00
5.00
1.00
7.00
5.00
9.00
13.00
12.00
16.00
24.00
21.00
17.00

L
segundos
1818.00
1818.00
1818.00
1818.00
1818.00
1818.00
1818.00
1818.00
1818.00
1818.00
1818.00
1818.00
1818.00
1818.00
1818.00
1818.00
1818.00
1818.00
1818.00

(DS)
segundos
122.00
69.00
65.00
186.00
229.00
265.00
120.00
81.00
102.00
105.00
65.00
123.00
229.00
283.00
427.00
326.00
287.00
224.00
154.00

(M)
agentes
2.00
2.00
2.00
2.00
1.00
1.00
2.00
2.00
2.00
2.00
2.00
2.00
2.00
3.00
3.00
3.00
4.00
3.00
3.00

T
segundos
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00

8.00

1818.00

182.21

2.26

200.00

Intensidad
trafico

Variables de trabajo
Ocupacin
agente

U
C DS /L C DS /(L M)
0.20132013
0.1007
0.07590759
0.0380
0.03575358
0.0179
0.40924092
0.2046
0.50385039
0.5039
0.43729373
0.4373
0.1320132
0.0660
0.13366337
0.0668
0.28052805
0.1403
0.05775578
0.0289
0.25027503
0.1251
0.33828383
0.1691
1.13366337
0.5668
2.02365237
0.6746
2.81848185
0.9395
2.86908691
0.9564
3.78877888
0.9472
2.58745875
0.8625
1.440044
0.4800

1.03

0.39

ELASTICIDADES

Variables de trabajo
Funcin
Erlang-C

Nivel de
Servicio

Service
Level

Average
Speed Of

Ec(M, U)

SLVL

0.0184
0.0028
0.0006
0.0695
0.5039
0.4373
0.0082
0.0084
0.0345
0.0016
0.0278
0.0489
0.4101
0.4556
0.8878
0.9187
0.8855
0.7517
0.2159

0.9990
1.0000
1.0000
0.9874
0.6733
0.7140
0.9996
0.9999
0.9988
1.0000
0.9999
0.9967
0.8076
0.7715
0.1845
0.1522
0.2357
0.4799
0.9715

SLVL
percent
99.9
100.0
100.0
98.7
67.3
71.4
100.0
100.0
99.9
100.0
100.0
99.7
80.8
77.1
18.5
15.2
23.6
48.0
97.2

Answers (ASA)
seconds
1.2
0.1
0.0
8.1
232.6
205.9
0.5
0.4
2.0
0.1
1.0
3.6
108.4
132.1
2088.6
2287.7
1203.1
408.2
21.3

C DS /(L M)

0.30

0.79

78.80

352.89

ESLVL/C

EASA/C

ESLVL/L

EASA/L

ESLVL/TS

EASA/TS

Variables de entrada

INTERVALO
Horario
10:00 - 10:30
10:30 - 11:00
11:00 - 11:30
11:30 - 12:00
12:00 - 12:30
12:30 - 13:00
13:00 - 13:30
13:30 - 14:00
14:00 - 14:30
14:30 - 15:00
15:00 - 15:30
15:30 - 16:00
16:00 - 16:30
16:30 - 17:00
17:30 - 18:00
18:00 - 18:30
18:30 - 19:00
19:00 - 19:30
19:30 - 20:00

Promedio

Clientespor
Intervalo

Longitud del
Intervalo

Duracin de
Atencin

Nmero de
cajeros

Respuesta
Objetiva

C
Clientes
3.00
2.00
1.00
4.00
4.00
3.00
2.00
3.00
5.00
1.00
7.00
5.00
9.00
13.00
12.00
16.00
24.00
21.00
17.00

L
segundos
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00

(DS)
segundos
123.22
69.69
65.65
187.86
231.29
267.65
121.20
81.81
103.02
106.05
65.65
124.23
231.29
285.83
431.27
329.26
289.87
226.24
155.54

(M)
agentes
2.00
2.00
2.00
2.00
1.00
1.00
2.00
2.00
2.00
2.00
2.00
2.00
2.00
3.00
3.00
3.00
4.00
3.00
3.00

T
segundos
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00

8.00

1800.00

184.03

2.26

200.00

Intensidad
trafico

Variables de trabajo
Ocupacin
agente

U
C DS /L C DS /(L M)
0.20536667
0.1027
0.07743333
0.0387
0.03647222
0.0182
0.41746667
0.2087
0.51397778
0.5140
0.44608333
0.4461
0.13466667
0.0673
0.13635
0.0682
0.28616667
0.1431
0.05891667
0.0295
0.25530556
0.1277
0.34508333
0.1725
1.15645
0.5782
2.06432778
0.6881
2.87513333
0.9584
2.92675556
0.9756
3.86493333
0.9662
2.63946667
0.8798
1.46898889
0.4897

1.05

0.39

ELASTICIDADES

Variables de trabajo
Funcin
Erlang-C

Nivel de
Servicio

Service
Level

Average
Speed Of

Ec(M, U)

SLVL

0.0191
0.0029
0.0007
0.0721
0.5140
0.4461
0.0085
0.0087
0.0358
0.0017
0.0289
0.0508
0.4237
0.4750
0.9224
0.9542
0.9261
0.7817
0.2259

0.9990
1.0000
1.0000
0.9866
0.6624
0.7051
0.9996
0.9999
0.9987
1.0000
0.9999
0.9965
0.7957
0.7532
0.1295
0.0873
0.1563
0.4317
0.9685

SLVL
percent
99.9
100.0
100.0
98.7
66.2
70.5
100.0
100.0
99.9
100.0
100.0
99.6
79.6
75.3
13.0
8.7
15.6
43.2
96.8

Answers (ASA)
seconds
1.3
0.1
0.0
8.6
244.6
215.5
0.6
0.4
2.2
0.1
1.1
3.8
116.2
145.1
3185.8
4289.6
1987.6
490.5
22.9

C DS /(L M)

0.31

0.77

77.21

564.00

ESLVL/C

EASA/C

ESLVL/L

EASA/L

ESLVL/TS

EASA/TS

Variables de entrada

INTERVALO
Horario
10:00 - 10:30
10:30 - 11:00
11:00 - 11:30
11:30 - 12:00
12:00 - 12:30
12:30 - 13:00
13:00 - 13:30
13:30 - 14:00
14:00 - 14:30
14:30 - 15:00
15:00 - 15:30
15:30 - 16:00
16:00 - 16:30
16:30 - 17:00
17:30 - 18:00
18:00 - 18:30
18:30 - 19:00
19:00 - 19:30
19:30 - 20:00

Promedio

Clientespor
Intervalo

Longitud del
Intervalo

Duracin de
Atencin

Nmero de
cajeros

Respuesta
Objetiva

C
Clientes
3.00
2.00
1.00
4.00
4.00
3.00
2.00
3.00
5.00
1.00
7.00
5.00
9.00
13.00
12.00
16.00
24.00
21.00
17.00

L
segundos
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00

(DS)
segundos
122.00
69.00
65.00
186.00
229.00
265.00
120.00
81.00
102.00
105.00
65.00
123.00
229.00
283.00
427.00
326.00
287.00
224.00
154.00

(M)
agentes
2.00
2.00
2.00
2.00
1.00
1.00
2.00
2.00
2.00
2.00
2.00
2.00
2.00
3.00
3.00
3.00
4.00
3.00
3.00

T
segundos
202.00
202.00
202.00
202.00
202.00
202.00
202.00
202.00
202.00
202.00
202.00
202.00
202.00
202.00
202.00
202.00
202.00
202.00
202.00

8.00

1800.00

182.21

2.26

202.00

Intensidad
trafico

Variables de trabajo
Ocupacin
agente

U
C DS /L C DS /(L M)
0.20333333
0.1017
0.07666667
0.0383
0.03611111
0.0181
0.41333333
0.2067
0.50888889
0.5089
0.44166667
0.4417
0.13333333
0.0667
0.135
0.0675
0.28333333
0.1417
0.05833333
0.0292
0.25277778
0.1264
0.34166667
0.1708
1.145
0.5725
2.04388889
0.6813
2.84666667
0.9489
2.89777778
0.9659
3.82666667
0.9567
2.61333333
0.8711
1.45444444
0.4848

1.04

0.39

ELASTICIDADES

Variables de trabajo
Funcin
Erlang-C

Nivel de
Servicio

Service
Level

Average
Speed Of

Ec(M, U)

SLVL

0.0188
0.0028
0.0006
0.0708
0.5089
0.4417
0.0083
0.0085
0.0352
0.0017
0.0284
0.0499
0.4169
0.4652
0.9050
0.9363
0.9056
0.7666
0.2208

0.9990
1.0000
1.0000
0.9874
0.6700
0.7114
0.9996
0.9999
0.9988
1.0000
0.9999
0.9967
0.8039
0.7649
0.1583
0.1212
0.1984
0.4591
0.9709

SLVL
percent
99.9
100.0
100.0
98.7
67.0
71.1
100.0
100.0
99.9
100.0
100.0
99.7
80.4
76.5
15.8
12.1
19.8
45.9
97.1

Answers (ASA)
seconds
1.3
0.1
0.0
8.3
237.3
209.6
0.5
0.4
2.1
0.1
1.1
3.7
111.7
137.7
2520.2
2986.0
1499.5
444.1
22.0

C DS /(L M)

0.30

0.78

78.10

430.82

ESLVL/C

EASA/C

ESLVL/L

EASA/L

ESLVL/TS

EASA/TS

Variables de entrada

INTERVALO
Horario
10:00 - 10:30
10:30 - 11:00
11:00 - 11:30
11:30 - 12:00
12:00 - 12:30
12:30 - 13:00
13:00 - 13:30
13:30 - 14:00
14:00 - 14:30
14:30 - 15:00
15:00 - 15:30
15:30 - 16:00
16:00 - 16:30
16:30 - 17:00
17:30 - 18:00
18:00 - 18:30
18:30 - 19:00
19:00 - 19:30
19:30 - 20:00

Promedio

Clientespor
Intervalo

Longitud del
Intervalo

Duracin de
Atencin

Nmero de
cajeros

Respuesta
Objetiva

C
Clientes
3.00
2.00
1.00
4.00
4.00
3.00
2.00
3.00
5.00
1.00
7.00
5.00
9.00
13.00
12.00
16.00
24.00
21.00
17.00

L
segundos
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00
1800.00

(DS)
segundos
122.00
69.00
65.00
186.00
229.00
265.00
120.00
81.00
102.00
105.00
65.00
123.00
229.00
283.00
427.00
326.00
287.00
224.00
154.00

(M)
agentes
2.02
2.02
2.02
2.02
1.01
1.01
2.02
2.02
2.02
2.02
2.02
2.02
2.02
3.03
3.03
3.03
4.04
3.03
3.03

T
segundos
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00
200.00

8.00

1800.00

182.21

2.29

200.00

Intensidad
trafico

Variables de trabajo
Ocupacin
agente

U
C DS /L C DS /(L M)
0.20333333
0.1007
0.07666667
0.0380
0.03611111
0.0179
0.41333333
0.2046
0.50888889
0.5039
0.44166667
0.4373
0.13333333
0.0660
0.135
0.0668
0.28333333
0.1403
0.05833333
0.0289
0.25277778
0.1251
0.34166667
0.1691
1.145
0.5668
2.04388889
0.6746
2.84666667
0.9395
2.89777778
0.9564
3.82666667
0.9472
2.61333333
0.8625
1.45444444
0.4800

1.04

0.39

ELASTICIDADES

Variables de trabajo
Funcin
Erlang-C

Nivel de
Servicio

Service
Level

Average
Speed Of

Ec(M, U)

SLVL

0.0187
0.0028
0.0006
0.0706
0.5063
0.4397
0.0083
0.0085
0.0351
0.0017
0.0283
0.0498
0.4137
0.4600
0.8894
0.9199
0.8873
0.7548
0.2192

0.9990
1.0000
1.0000
0.9874
0.6731
0.7136
0.9996
0.9999
0.9988
1.0000
0.9999
0.9968
0.8074
0.7709
0.1837
0.1518
0.2353
0.4797
0.9717

SLVL
percent
99.9
100.0
100.0
98.7
67.3
71.4
100.0
100.0
99.9
100.0
100.0
99.7
80.7
77.1
18.4
15.2
23.5
48.0
97.2

Answers (ASA)
seconds
1.3
0.1
0.0
8.2
231.4
205.0
0.5
0.4
2.1
0.1
1.0
3.6
108.3
132.0
2071.6
2268.0
1193.7
405.8
21.4

C DS /(L M)

0.30

0.79

78.78

350.23

ESLVL/C

EASA/C

ESLVL/L

EASA/L

ESLVL/TS

EASA/TS

The key to performing Erlang-C calculations in a spreadsheet is to use the Poisson function, which is provided both in Excel, L
Poisson function and how it is used are explained below, together with detailed instructions for setting up a spreadsheet. Samp
provided.
(1) The Poisson function

The Poisson function is provided in both Excel and Lotus123, and is defined as

(2) The Erlang-C function using the Poisson function

The definition of the Erlang-C function is

Multiplying the numerator and denominator by e -u we get

The above formula for Erlang-C can be rewritten using the Poisson function as

(3) ASA, or waiting time, calculation

Once the Erlang-C function has been calculated, the formula for the ASA, or average wait, is
straightforward.

(4) Service-level calculations

The service level can also be calculated fairly straightforwardly, making use of the EXP function.
The formula for service level as a probability is given here. The spreadsheet coding is given later
in this article, and the probability needs to be converted to a percentage.

(5) Sample spreadsheets

(6) Input values

ll the input values are placed in columns on the left of the spreadsheet.

Column B. The number of calls in the interval.

Column C. The length of the interval in seconds. This allows you to work with hours, half-hours,
or any other length of interval that you prefer.
Column D. The average call duration in seconds, represented by the symbol "T S"..
Column E. The number of agents, represented by the symbol "m" in the formulae.
Column F. The target answer time for the service level.
(7) Intermediate values

Several intermediate values need to be calculated. These are placed in the centre columns of the
spreadsheet.
Column G. Traffic intensity, represented in the formula by the symbol "u". The spreadsheet
formula is "+(Bn/Cn)*Dn", where "n" is the spreadsheet row number.
Column H. The agent utilisation or occupancy, represented by "". The spreadsheet formula is
"+Gn/En". Note that utilisation is on the scale 0 to 1, not 0 to 100%.
Column I. The Erlang-C function. the spreadsheet formula is
"+Poisson(En,Gn,false)/(Poisson(En,Gn,false)+(1-Hn)*Poisson(En-1,Gn,true))"
Column J. The service level, as a probability on the scale 0 to 1. The spreadsheet formula is
"+1-In*Exp(-(En-Gn)*Fn/Dn)"
(8) Results
The results are placed in the right-hand columns. Most of the additional calculations needed are
just to convert probabilities into percentages.
Column K. Agent occupancy. This has already been calculated in column H, but needs to be
converted to a percentage, so the spreadsheet formula is simply "+100*Hn".
Column L. The percentage of calls that are answered immediately. The Erlang-C function,
calculated in column I, is in fact the probability that a call will have to wait, so the percentage of
calls that will be answered immediately is "+100*(1-In)".
Column M. The service level, or the percentage of calls answered within the target answer
time. This has been calculated in column J as a probability, so to get a percentage we simply
need the formula "+100*Jn".
Column N. The ASA, average speed of answer, or average time that a call waits. The
spreadsheet formula is "+In*Dn/(En*(1-Hn))". The result is in seconds.

Distribucin de Poisson

El eje horizontal es el ndice k. La funcin solamente est definida en valores enteros de k. Las lneas que conectan los
continuidad.
Funcin de probabilidad

El eje horizontal es el ndice k.

Funcin de distribucin de probabilidad

Parmetros
Dominio
Funcin de probabilidad (fp)
Funcin de distribucin (cdf)

Media
Mediana
Moda
Varianza
Coeficiente de simetra
Curtosis
Entropa

h is provided both in Excel, Lotus123, and Open Office Calc. The details of the
ing up a spreadsheet. Sample spreadsheets for Excel, Lotus123, and Calc are

son

Las lneas que conectan los puntos son solo guas para el ojo y no indican

k.

abilidad

Distribucion de Poisson

Esta distribucin es una de las ms importantes distribuciones de variable discreta.

Sus principales aplicaciones hacen referencia a la modelizacin de situaciones en las que nos interesa determinar el nmero d
o de espacio, bajo presupuestos de aleatoriedad y ciertas circunstancias restrictivas.
Otro de sus usos frecuentes es la consideracin lmite de procesos dicotmicos reiterados un gran nmero de veces si la prob

Dominio

Funcin de probabilidad

Funcin de distribucin

Media
Mediana
Moda
Varianza
Coeficiente de simetra
Curtosis
Entropa

a determinar el nmero de hechos de cierto tipo que se pueden producir en un intervalo de tiempo

mero de veces si la probabilidad de obtener un xito es muy pequea .