Erlang C Calculator

Calculate needed agents

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Are you interested in cutting costs and improving your customers experience? With the Erlang C calculator below you can achieve just that.

In addition to most basic Erlang C calculators we will also calculate the average percentage of immediately answered calls, average waiting time, and average agent occupancy rate. (Other names for this calculator are: erlang c staffing calculator, call center calculator, or call center staffing calculator)

1. Time Period for calculation

2. Call load and call duration
Number of calls per Time Period
Total time used per call
seconds

3. Waiting time and SL %
Max waiting time
Service level in percentages


Tips & Help
We are pleased that you are using Agenses C.

During your calculations we will show you more tips to improve your staffing needs.
Tip 1
Want to know what happens if you have less agents available?

Reduce the service level in the form and see that for lower service levels less agents are scheduled.
Tip 2
Keep a close eye on average Agent Occupancy. If the occupancy is high it will reduce costs but can have a negative impact on your agents.
Tip 3
There are a few ways how you can save costs in your call center. They all have impact on customers experience.

You can try to keep calls short, but should avoid that customers have to call back.

A simple "Do you have any other questions i can help you with?" at the end of a call is a very polite way to make sure calls are ended or relevant questions are asked.
Tip 4
Want to calculate and forecast all periods of the day in once?

Agenses Forecast can do this for all hours, half hours or quarters of the day.

It will save you a lot of time and make your calculations and forecast more precise.

Sign up for a free two week trial now.
Tip 5
If you like Agenses C, please feel free to share our website with your collegue call center managers.
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Input Result
Time- period (min.) Expected # of calls Avg. Time per call (sec.) Max. waiting time (sec.) Service level (%) Needed agents Expected Service Level (%) Probability immediate answer (%) Avg. wait time (sec.) Agent occupancy (%)

Thank you for using Agenses C

Want to calculate and forecast all periods of the day in once? Agenses Forecast can do this for all hours, half hours or quarters of the day. It will save you a lot of time and make your calculations and forecast more precise. Sign up for a free two week trial now.

Or bookmark this page so you can access it fast in the future.



Example
Number of calls per period: anything between 1 and 1000
Total time used per call in seconds: for example 240 seconds speaking time and 120 seconds makes 360
Seconds of max waiting time: the maximum amount of seconds a customer has to wait before answering the phone call (e.g. 20)
Service level in percentages: the percentage of customers which have to wait less then the max waiting time (e.g. 80)


Agenses Forecast calculates the needed agents of all time periods of a day in once. It saves you time and gives you a good overview
of the needed agents during the day. Try it now two weeks for free. Create your free trial account

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