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VA Technical Reference Model v 24.7

Erlang Calculator
Erlang Calculator Technology

General InformationGeneral Information help

Technologies must be operated and maintained in accordance with Federal and Department security and privacy policies and guidelines. More information on the proper use of the TRM can be found on the TRM Proper Use Tab/Section.

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Description: Erlang Calculator is a technology that allows users to calculate the number of staff needed for a given number of calls and meets a given service level through a mathematical calculation. Phone calls that are received can be entered throughout a period (per half hour) and average duration of calls. Erlang Calculator works out how many agents are needed in call centers and how many lines it needs to handle those calls.
Technology/Standard Usage Requirements: Users must ensure their use of this technology/standard is consistent with VA policies and standards, including, but not limited to, VA Handbooks 6102 and 6500; VA Directives 6004, 6513, and 6517; and National Institute of Standards and Technology (NIST) standards, including Federal Information Processing Standards (FIPS). Users must ensure sensitive data is properly protected in compliance with all VA regulations. Prior to use of this technology, users should check with their supervisor, Information Security Officer (ISO), Facility Chief Information Officer (CIO), or local Office of Information and Technology (OI&T) representative to ensure that all actions are consistent with current VA policies and procedures prior to implementation.
Section 508 Information: This technology has not been assessed by the Section 508 Office. The Implementer of this technology has the responsibility to ensure the version deployed is 508-compliant. Section 508 compliance may be reviewed by the Section 508 Office and appropriate remedial action required if necessary. For additional information or assistance regarding Section 508, please contact the Section 508 Office at Section508@va.gov.
Decision: View Decisions
Decision Source: TRM Mgmt Group
Decision Process: One-VA TRM v20.1
Decision Date: 01/23/2020 at 12:52:12 UTC
Introduced By: TRM Request
Vendor Name: Erlang
- The information contained on this page is accurate as of the Decision Date (01/23/2020 at 12:52:12 UTC).