{"text_format":"1","workbook":"xlsx","n_sheets":4,"sheets":["Registration","Erlang C","Erlang X","Erlang Chat"],"not_rendered":{"charts":0,"images":1,"macros":1,"external_links":0,"defined_names":23,"comments":0,"pivot_tables":0},"unopened":[],"bounds":{"document_bytes":16777216,"sheet_cells":100000,"rows_first":2000,"rows_last":500,"rows_between":2000,"halvings":0,"cell_chars":16384,"cell_head_chars":4096},"cells_cut":0,"cells_raw":0,"read":"whole","date_system":"1900"}

{"sheet":"Registration","index":0,"n_rows":41,"n_cols":13,"rows_kept":41,"cut":false,"hidden":false,"merged":[[41,1,41,14],[38,2,38,3],[39,2,39,3],[40,2,40,3],[38,4,38,14],[39,4,39,14],[40,4,40,14],[1,12,1,14],[33,3,33,14],[0,12,0,14],[2,1,2,14],[3,1,12,14],[14,1,14,14],[0,4,0,11],[35,1,37,14],[34,3,34,14],[15,1,27,14],[29,1,29,14],[30,1,32,14]]}
[null,null,null,null,"Registration for Erlang modules",null,null,null,null,null,null,null,"Questions?\nsupport@ccmath.com\n +31(0)20 2612523 "]
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[null,"»  Registration"]
[null,"Thank you for your interest in CCmath's Erlang Excel add-in. Before continuing, make sure macro's are enabled by pressing the 'Enable content' button on the yellow top bar you get when opening this file. \n\nPlease use one of the two registration buttons below to get the Excel Erlang formulas. You can choose to get a 30-days free trail, or request a paid version by using the 'Get premium version' button.\n\nCCmath's Erlang Excel add-in includes calcuations based on:\n- Erlang C\n- Erlang X\n- Erlang Chat"]
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[null,"»  How to use the Erlang formula's in all of your Excel sheets"]
[null,"You can use CCmath's Erlang formula's in all of your Excel sheets by adding the add-in to your Excel. You can do this by following the steps below. If you have any troubles, please contact CCmath at support@ccmath.com.\n\n1.  Download the Excel add-in from http://software.ccmath.com/erlang/ErlangCCmath.xla and save it in your personal documents folder. Once you have downloaded the file, you can save it into your documents folder as follows: open the corresponding download folder ('Show in folder'), copy the file ErlangCCmath.xla, browse to your personal documents folder. E.g. C:\\Users\\Anna\\MyFolder, and paste the file in this folder.\n2.  Add the add-in to your Excel. In most Excel versions this can be done as follows:\n     a) Open Excel and go to* File -> Options -> Add-Ins -> (go to the bottom of the page) Manage: Excel add-ins -> Go...\n     b) Browse to the folder where you have saved ErlangCCmath.xla, select the file and click on OK.\n     c) Make sure there is a check mark before the CCmath's Erlang add-in, and click on OK.\n     Now you should be able to use CCmath's Erlang formula's in all of your Excel files.\n\n* If your Excel is not in English, the menu names will be different. In the Duch version of Excel 'add-ins' is called 'invoegtoepassingen'."]
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[null,"»  Other information"]
[null,"In the next tabs you can find some examples of the usage of the Erlang C, Erlang X and Erlang Chat formula's. In these sheets, we use the following color codes:"]
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[null,null,"input","Marks all input values for the calculations."]
[null,null,"output","Shows the result of a calculation."]
[null,"In order to find your appropriate Erlang function, you can view all existing Erlang functions by selecting the 'CCmath' category on the 'Insert function' page. This category is shown at the bottom of the list. For more information, visit the online manual."]
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[null,null,"Go to manual: ",null,"http://software.ccmath.com/erlang/manual/"]
[null,null,"Current version: ",null,"Version 1.15, © CCmath - 2017"]
[null,null,"Get latest version:",null,"http://software.ccmath.com/erlang/Erlang.xlsm"]

{"sheet":"Erlang C","index":1,"n_rows":27,"n_cols":13,"rows_kept":27,"cut":false,"hidden":true,"merged":[[3,1,13,14],[0,12,0,14],[15,1,15,14],[2,1,2,14],[0,4,0,11]]}
[null,null,null,null,"Demo Erlang C",null,null,null,null,null,null,null,"Questions?\nsupport@ccmath.com\n +31(0)20 2612523 "]
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[null,"»  What can be found in this sheet"]
[null,"This sheet demonstrates the usage of CCmath's Erlang C formula's. For the complete manual, visit http://software.ccmath.com/erlang/manual/.\n\nRemarks:\n- All durations have to be in the same unit (e.g., minutes). Hence, forecasts for 15 or 30-minute intervals have to be divided by 15 or 30.\n- When calculating the required number of agents the resulting number is not rounded to the next highest integer, because sometimes shrinkage has to be added before rounding.\n\nExamples:\n- Example 1: calculates the average speed of answer (ASA) and servicel level (SL) based on a fixed number of available agents.\n- Example 2: calculates the required number of agents in order to meet the service level requirements.\n- Example 3: calculates the required number of agents and service level based on the average speed of answer (ASA) target."]
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[null,"»  Examples of Erlang C calculations"]
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[null,null,"Description",null,null,"Example 1",null,"Example 2",null,"Example 3"]
[null,null,"Forecast (FC)",null,null,4,null,4,null,4,null,"per minute"]
[null,null,"Average handling time (AHT)",null,null,3,null,3,null,3,null,"minutes"]
[null,null,"Time to answer (TTA)",null,null,{"$f":"20/60","v":0.33333333333333331},null,{"$f":"20/60","v":0.33333333333333331},null,{"$f":"20/60","v":0.33333333333333331},null,"minutes"]
[null,null,"Number of agents, fractional",null,null,14,null,{"$f":"X_AGENTS_SLA(H26,H19,H20,H21)","v":"Invalid license"},null,{"$f":"X_AGENTS_ASA(J25,J19,J20)","v":"Invalid license"}]
[null,null,"Number of agents, rounded",null,null,null,null,{"$f":"ROUNDUP(H22,0)","v":{"$error":"#VALUE!"}},null,{"$f":"ROUNDUP(J22,0)","v":{"$error":"#VALUE!"}}]
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[null,null,"Average speed of answer (ASA)",null,null,{"$f":"X_ASA(F19,F20,F22)","v":"Invalid license"},null,{"$f":"X_ASA(H19,H20,H23)","v":{"$error":"#VALUE!"}},null,{"$f":"20/60","v":0.33333333333333331},null,"minutes"]
[null,null,"Service level (SL)",null,null,{"$f":"X_SLA(F19,F20,F22,F21)","v":"Invalid license"},null,0.8,null,{"$f":"X_SLA(J19,J20,J23,J21)","v":{"$error":"#VALUE!"}}]
[null,null,"Occupancy",null,null,{"$f":"F19*F20/F22","v":0.8571428571428571},null,{"$f":"H19*H20/H23","v":{"$error":"#VALUE!"}},null,{"$f":"J19*J20/J23","v":{"$error":"#VALUE!"}}]

{"sheet":"Erlang X","index":2,"n_rows":31,"n_cols":13,"rows_kept":31,"cut":false,"hidden":true,"merged":[[2,1,2,14],[3,1,14,14],[16,1,16,14],[0,12,0,14],[0,4,0,11]]}
[null,null,null,null,"Demo Erlang X",null,null,null,null,null,null,null,"Questions?\nsupport@ccmath.com\n +31(0)20 2612523 "]
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[null,"»  What can be found in this sheet"]
[null,"This sheet demonstrates the usage of CCmath's Erlang X formula's. Erlang X takes abandoments and retrials into account (and so the patience of customers). For the complete manual, visit http://software.ccmath.com/erlang/manual/.\n\nRemarks:\n- All durations have to be in the same unit (e.g., minutes). Hence, forecasts for 15 or 30-minute intervals have to be divided by 15 or 30.\n- When calculating the required number of agents the resulting number is not rounded to the next highest integer, because sometimes shrinkage has to be added before rounding.\n\nExamples:\n- Example 1: calculates the average speed of answer (ASA) and servicel level (SL) based on a fixed number of available agents.\n- Example 2: calculates the required number of agents in order to meet the service level requirements.\n- Example 3: calculates the required number of agents and service level based on the average speed of answer (ASA) target, taking abandonments into account."]
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[null,"»  Examples of Erlang X calculations"]
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[null,null,"Description",null,null,"Example 1",null,"Example 2",null,"Example 3"]
[null,null,"Forecast (FC)",null,null,4,null,4,null,4,null,"per minute"]
[null,null,"Average handling time (AHT)",null,null,3,null,3,null,3,null,"minutes"]
[null,null,"Average patience of callers",null,null,1,null,1,null,1,null,"minutes"]
[null,null,"Time to answer (TTA)",null,null,{"$f":"20/60","v":0.33333333333333331},null,{"$f":"20/60","v":0.33333333333333331},null,{"$f":"20/60","v":0.33333333333333331},null,"minutes"]
[null,null,"Number of lines",null,null,100,null,100,null,100]
[null,null,"Number of agents, rounded",null,null,14,null,{"$f":"ROUNDUP(X_AGENTS_SLA(H28,H20,H21,H23,H24,H22,0), 0)","v":{"$error":"#VALUE!"}},null,{"$f":"ROUNDUP(X_AGENTS_ABANDON(J29,J20,J21,J24,J22,0), 0)","v":{"$error":"#VALUE!"}}]
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[null,null,"Average speed of answer (ASA)",null,null,{"$f":"X_ASA(F20,F21,F25,F24,F22,0)","v":"Invalid license"},null,{"$f":"X_ASA(H20,H21,H25,H24,H22,0)","v":{"$error":"#VALUE!"}},null,{"$f":"X_ASA(J20,J21,J25,J24,J22,0)","v":{"$error":"#VALUE!"}},null,"minutes"]
[null,null,"Service level",null,null,{"$f":"X_SLA(F20,F21,F25,F23,F24,F22,0)","v":"Invalid license"},null,0.8,null,{"$f":"X_SLA(J20,J21,J25,J23,J24,J22,0)","v":{"$error":"#VALUE!"}}]
[null,null,"Abandonments (patience is over)",null,null,{"$f":"X_ABANDON(F20,F21,F25,F24,F22,0)","v":"Invalid license"},null,{"$f":"X_ABANDON(H20,H21,H25,H24,H22,0)","v":{"$error":"#VALUE!"}},null,0.05]
[null,null,"Blocked calls (all lines occupied)",null,null,{"$f":"X_BLOCKING(F20,F21,F25,F24,F22,0)","v":"Invalid license"},null,{"$f":"X_BLOCKING(H20,H21,H25,H24,H22,0)","v":{"$error":"#VALUE!"}},null,{"$f":"X_BLOCKING(J20,J21,J25,J24,J22,0)","v":{"$error":"#VALUE!"}}]
[null,null,"Occupancy",null,null,{"$f":"X_OCCUPANCY(F20,F21,F25,F24,F22,0)","v":"Invalid license"},null,{"$f":"X_OCCUPANCY(H20,H21,H25,H24,H22,0)","v":{"$error":"#VALUE!"}},null,{"$f":"X_OCCUPANCY(J20,J21,J25,J24,J22,0)","v":{"$error":"#VALUE!"}}]

{"sheet":"Erlang Chat","index":3,"n_rows":28,"n_cols":13,"rows_kept":28,"cut":false,"hidden":true,"merged":[[2,1,2,14],[3,1,12,14],[14,1,14,14],[0,12,0,14],[0,4,0,11]]}
[null,null,null,null,"Demo Erlang Chat",null,null,null,null,null,null,null,"Questions?\nsupport@ccmath.com\n +31(0)20 2612523 "]
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[null,"»  What can be found in this sheet"]
[null,"This sheet demonstrates the usage of CCmath's Erlang Chat formula's. For the complete manual, visit http://software.ccmath.com/erlang/manual/.\n\nRemarks:\n- All durations have to be in the same unit (e.g., minutes). Hence, forecasts for 15 or 30-minute intervals have to be divided by 15 or 30.\n- When calculating the required number of agents the resulting number is not rounded to the next highest integer, because sometimes shrinkage has to be added before rounding.\n\nExamples:\n- Example 1: calculates the average speed of answer (ASA) and servicel level (SL) based on a fixed number of available agents.\n- Example 2: calculates the required number of agents in order to meet the service level requirements."]
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[null,"»  Examples of Erlang Chat calculations"]
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[null,null,"Description",null,null,"Example 1",null,"Example 2"]
[null,null,"Forecast (FC)",null,null,4,null,4,null,"per minute"]
[null,null,"AHT with 1 parallel chat",null,null,3,null,3,null,"minutes"]
[null,null,"AHT with 2 parallel chats",null,null,3.5,null,3.5,null,"minutes"]
[null,null,"AHT with 3 parallel chats",null,null,4,null,4,null,"minutes"]
[null,null,"Average patience of callers",null,null,1,null,1,null,"minutes"]
[null,null,"Time to answer (TTA)",null,null,{"$f":"20/60","v":0.33333333333333331},null,{"$f":"20/60","v":0.33333333333333331},null,"minutes"]
[null,null,"Number of lines",null,null,100,null,100]
[null,null,"Number of agents, rounded",null,null,5,null,{"$f":"CHAT_AGENTS_SLA(H28,H18,H19:H21,H23,H24,H22)","v":"Invalid license"}]
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[null,null,"Average speed of answer (ASA)",null,null,{"$f":"CHAT_ASA(F18,F19:F21,F25,F24,F22)","v":"Invalid license"},null,{"$f":"CHAT_ASA(H18,H19:H21,H25,H24,H22)","v":{"$error":"#VALUE!"}},null,"minutes"]
[null,null,"Service level (SL)",null,null,{"$f":"CHAT_SLA(F18,F19:F21,F25,F23,F24,F22)","v":"Invalid license"},null,0.8]