Erlang-C Calculator


Operators Required    Call Capacity    Service Level

   

Calculate Operators Required

Expected Calls:    
Average Handling Time (secs):    
Time Period (secs):    
Service Level (%):    
Target Answer Time (secs):    

 
 
 

    
   

Calculate Call Capacity

Available Operators:    
Average Handling Time (secs):    
Time Period (secs):    
Service Level (%):    
Target Answer Time (secs):    

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Calculate Service Level

Expected Calls:    
Available Operatorss:    
Average Handling Time (secs):    
Time Period (secs):    
Target Answer Time (secs):    

 
 
 

    

  1. Expected Calls 
    		2.  the number of calls expected in the Time Period.
  2. Available Operators 
    		3.  the number of operators available in the Time Period.
  3. Average Handling Time 
    		4.  the average time to handle a call including talk, hold and wrap times.
  4. Time Period 
    		5.  the period over which the Expected Calls arrive. Use 900 secs for 15 min, 1800 secs for 30 min, 3600 secs for 60 min.
  5. Target Answer Time 
    		6.  the target time a caller must wait before their call is answered - typically 5-30 secs.
  6. Call Capacity 
    		7.  the max number of calls that can arrive in the Time Period to meet the required Service Level.
  7. Service Level 
    		8.  the probability that a caller will wait no longer than the Target Answer Time - typically 80-90%.
  8. Average Answer Time 
    		9.  the average time a caller will wait before their call is answered.