Free Engineering Workbench calculator
Erlang C staffing
Agents needed to answer calls within a target time.
Sales & customer successHow it's worked out
- Offered load A = calls × AHT ÷ 3,600. Erlang C wait probability; SL = 1 − C × e^(−(N − A) × t ÷ AHT)
- Poisson arrivals; no abandonment
NoteAdd allowance for breaks, absence and shrinkage on top of this number. It assumes calls are not abandoned.
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