You just need to enter your call volume and the service level that you would like to achieve. This is a simple Excel spreadsheet tool that uses the Erlang C Formula and allows you to work out how many agents you will need. Version 5.5 has been released – which contains some bug fixes. Very accurate and includes shrinkage.Ĭlick here to download the Erlang calculator. Filed under - Erlang, Downloads, Erlang Calculations, Excel, ShrinkageĮrlang C Calculator – Free Excel Spreadsheet that calculates the number of staff required in a contact centre.
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