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Type parameters in the boxes below.

The left hand box calculates the number of agents needed to reach a required service level. Use the right hand box if you want to see statistics for the number of agents that you have.

Calculate the number of agents required to reach an agreed service level:

Calls per half hour Invalid Incoming Call Rate
Seconds Invalid Average Call Duration
Probability of target answer time Invalid Probability
Seconds Invalid answer time

Number of Agents required: 0

Calculate probability of calls being answered or waiting:

Calls per half hour
Seconds
Seconds

Traffic Intensity (Erlang): 0

Probability a call waits: 0%
Erlang-C Formula

Probability call is answered in target time: 91.36%
Service Level

Agent planner - see at a glance whether you have enough agents for the calls expected:

Time Slot Agents Available Incoming Call Rate
(calls per half hour)
00.00 - 00.30    
00.30 - 01.00    
00.30 - 01.00    
00.30 - 01.00    
00.30 - 01.00    
00.30 - 01.00    
00.30 - 01.00    
Predicted Service Level Agents required
0.00% 0
0.00% 0
0.00% 0
0.00% 0
0.00% 0