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Agner Krarup Erlang,  was a mathematician.  Need I say more?  He derived a series of formulas to determine how many telephone operators would be required to process a given volume of calls.  And although this was done in the early 1900's his formulas still apply and can be applied to call centers today.  As the inventor, of course, you get to name your invention afer yourself, thus the Erlang was born.  An Read more»