The Erlang C formula is a mathematical equation for calculating the number of agents (advisors) that you need in a call centre, given the number of calls and the service level that you want to achieve.
This article applies to the Adobe, AWS Lambda, Genesys Cloud, Google, Microsoft Dynamics 365, Salesforce, web services, and Zendesk data actions integrations.
Built-in variables provide information about things the system tracks automatically
It's compatible with the translation map in Genesys Cloud data action.
The API resources on this page are available in a limited capacity as a preview of resources that are intended to be released publicly at some point in the future.
The Platform API is a REST based API and is the primary application interface to Genesys Cloud.