It can also be used as a standalone calculator. We have also developed a Multi-Channel call centre calculator which can mix calls emails and webchat. Need to calculate the number of agents for webchat and emails? We have upgraded it over the years as a result of user feedback. Jo has coded it from scratch and it seems intuitive to use. The calculator is based on Microsoft Excel with a bit of nifty software programming from Joanne Sparkes at Expedio Spreadsheets using a mathematical technique called Erlang Theory*. You can then “Enable macro” when you open the spreadsheet. In Excel select Tools > Options > Security > Macro Security and then select Medium. To get the Erlang Calculator to work you will need to have macros enabled on your computer. If you no longer get our newsletter, it is very easy to subscribe. You just need to add in the unlock code found at the bottom of our newsletter. The calculator is free of change to download to all of our readers. The calculator uses macros in Excel so you will need to have these enabled. Which will give the result of 97 Agents required for this half hour period. So for example you have 400 Calls per half hour (30 minutes) with an AHT of 30 seconds and you want to meet a service level of 80% of calls handled in 20 seconds, with a Maximum Occupancy of 85% and 30% Shrinkage. = ProbCallWaits ( calls, reportingPeriodMinutes, averageHandlingTime, agents) Worked Example = ServiceLevel ( calls, reportingPeriodMinutes, averageHandlingTime, serviceLevelTime, agents) 3. =AgentsRequired (calls, reportingPeriodMinutes, averageHandlingTime, serviceLevelPercent, serviceLevelTime, maxOccupancyPercent, shrinkagePercent) 2. Please note that the names of these formulas have changed from earlier versions of the Erlang Calculator. There are Three Formulas in the Calculator For a full description of Shrinkage, read our article on How to Calculate Contact Centre Shrinkage.Ĭlick here to download the Erlang calculator. Shrinkage is a factor used in staffing calculations to take account of holiday, sickness and internal factors.
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