Que es la Unidad Erlang
La Unidad Erlang es un cálculo adimensional utilizada en telefonía como una medida estadística del volumen de tráfico. Recibe el nombre del ingeniero danés A. K. Erlang, pionero de la teoría de colas.
El tráfico de un Erlang corresponde a un recurso (circuito, canal, etc.) utilizado de forma continua, o dos recursos utilizados al 50%, y así sucesivamente. Por ejemplo, si una oficina tiene dos operadores de teléfonos y ambos están ocupados durante todo el tiempo, esto representa 2 Erlangs de tráfico, o si un canal de radio está ocupado durante treinta minutos en una hora se dice que soporta un tráfico de 0.5 Erlangs.
De forma alternativa, un Erlang puede ser considerado como «multiplicador de utilización» por unidad de tiempo, así un uso del 100% corresponde a 1 Erlang, una utilización de 200% son 2 Erlangs, y así sucesivamente. Por ejemplo, si el uso total del móvil en un área por hora es de 180 minutos, esto representa 180/60 = 3 Erlangs. En general, si la tasa de llamadas entrantes es de λ por unidad de tiempo y la duración media de una llamada es h, entonces el tráfico A en Erlangs es:
Esto puede ser usado para determinar si un call-center está sobredimensionado o se queda corto (tiene demasiados o muy pocos recursos asignados). Por ejemplo, el tráfico medido sobre muchas horas de ocupación puede ser usado para un T1 o un E1 para determinar cuántas posiciones (troncales) debieran de utilizarse durante las horas de mayor ocupación.
Pasaremos a explicar dos tipos de fórmulas Erlang y su aplicación en los Call-Center:
Modelo «a la pérdida»
Es el modelo de Erlang (conocido como Erlang B). Asume que toda vez que una llamada llega, y todos los recursos están ocupados, esa llamada se pierde y debe repetirse el intento. Es decir, las llamadas no atendidas desaparecen, y no pasan a formar parte de una cola de espera.
Este modelo es aplicable, por ejemplo, a la cantidad de líneas que deben dimensionarse entre la central pública y la central privada. Toda vez que la totalidad de las líneas estén ocupadas, quien llama recibirá tono de ocupado y deberá cortar para reintentar la comunicación.
La fórmula de Erlang B calcula la probabilidad de pérdida (B) en función del tráfico previsto (A) y la cantidad de recursos disponibles (N).
Modelo «a la espera»
En 1918, Engset tomó el modelo de Erlang y lo modificó para que pudiera aplicarse a situaciones en las que, cuando todos los recursos están ocupados, las llamadas esperan hasta ser atendidas, en lugar de cortarse.
Este modelo se conoce como Erlang C, y sus fórmulas permiten calcular la probabilidad de que una llamada tenga que esperar más de un cierto tiempo (T) antes de ser atendida, en función del tráfico recibido y la cantidad de recursos disponibles.
Esta es la situación que se da en la mayoría de los Call Centers Inbound: si la cantidad de líneas entre la central pública y la privada es suficiente como para no producir pérdidas, una llamada que llegue cuando todos los operadores están ocupados será encolada en el ACD, a la espera de que algún recurso se libere y la atienda.
Existen dos variantes de este modelo:
- Con cola finita: Asume que la cantidad de llamadas que pueden encolarse está limitada a una capacidad máxima, y que las que superan esa cantidad se pierden, sin posibilidad de ser encoladas.
- Con cola infinita: Asume que todas las llamadas que llegan pueden ser encoladas, sin límite.
Si bien las centrales telefónicas privadas tienen una capacidad limitada de encolamiento de llamadas, en muchos casos se puede aplicar el modelo de la cola infinita, en base a los fundamentos siguientes:
- Cuando la capacidad de encolamiento es superior a 3 o 4 llamados, la diferencia entre los cálculos con cola finita e infinita es despreciable.
- El cálculo de la probabilidad de espera con cola infinita es mucho más sencillo que con cola finita.
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Es posible utilizar este metodo en otro campo laboral que no sea necesariamente un call center, ejemplo en una bodega que saca pedido para entrega a clientes.
Buenos días, mi consulta es la siguiente:
Hay alguna relación entre la tasa de llamadas y los erlangs? y si existiese, por favor me gustaría saber cual es; también me gustaría saber como se puede calcular los beneficios de una operadora a través de las llamadas por voz.
Gracias
Hola Ruben, si tiene relación; la tasa de llamadas por unidad de tiempo multiplicado por la duración media de la llamada da como resultado la cantidad de Erlang necesarios para atender esa tasa. Explicado de forma práctica, si los clientes de una empresa realizan una media de 180 minutos de llamada cada hora, esto representa 180 / 60 = 3 Erlangs. Lo que significa que la empresa debería mantener tres posiciones de atención al cliente par atender esta demanda.
En cuando a «los beneficios de una operadora» a través de las llamadas de voz, no se a que te refieres.