= 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
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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. Added in missing Help Details when you press the fx button.
Change of terminology from Call Duration to Average Handling Time.Day Planner and Expected Service Level charts set dynamically – so you can add on extra rows.Improved error checking to not allow values outside of expected limits.Expected Service Level Planner Tab – show expected Service Level across the day – with graph.Agent Planner – Tab see at a glance the agents needed across the day – with graph.Help on function arguments by pressing the fx (Insert Function) button.
How to use Tab with details of how the formulas work. Probability that a Call Waits – Works out the probability that a call waits for a given number of calls and agents. Service Level Calculation – Works out the service level for a given number of calls and agents. Agents FTE Required – This is more accurate as it includes Shrinkage. Agents Required – This is the raw figure without Shrinkage. Added links to other Call Centre Helper tools. Added warning that calculator only works up to 600 agents with advice to use online calculator for large agent sizes. Bug Fix – Fixed issue with error if period over 546 minutes – (Integer to Long in Excel VBA). Version 5.3 Removed Erlang C function and replaced with Probcall waits to remove number overload and match online calculator Amended shrinkage data entry validation from 0.000001 to 0 so can enter 0%. Bug fix affecting calculations above 150 agents. Bug fix affecting calculations below 1 erlang of traffic intensity. This article provides a good primer on the subject. The key problems with taking Occupancy above 85% are If you try to take this figure over 85% for any long period of time, you will run into difficulties. Occupancy is a measure of how active your contact centre advisors are across and hour. One of the big factors that is often overlooked in resource planning is that of Maximum Occupancy. This brings the functionality in line with the online Erlang Calculator. The biggest addition is that it now includes the ability to set a Maximum Occupancy figure as well as Shrinkage. Version 6.0 of the Call Centre Helper Erlang CalculatorĬlick here to download the latest version. This version allows you to set a Maximum Occupancy figure. Call Centre Helper has released a new version of our popular Excel Erlang Calculator.
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