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Glossary |
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E-Mail (Electronic Mail). - The transmission, electronically, of letters, memos and messages from one computer to another. Economies Of Scale. - The principle of gaining better efficiencies through larger group sizes. For example, twice as many calls does not require twice as many staff or trunks to handle because of inherent efficiencies of larger offered call loads and larger groups. Erlang Models - A set of traffic engineering techniques utilized to determine numbers of facilities required in various telecommunications scenarios. Developed by Danish mathematician A.K.Erlang in early 1900s. Erlang B is used to determine required facilities in an "all calls cleared" situation such as automatic route selection in a PBX. Extended Erlang B is a modified technique used when there is measurable retry of calls taking place when calls are blocked. Erlang C assumes blocked calls will wait in queue and is therefore the Erlang technique used to determine staffing needs in a typical "hold for the next agent" contact center scenario. Erlang. - A measurement of telecommunication traffic usage. One Erlang equals 3600 seconds of usage in a one hour period of time. |
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