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We’ve also got an online shop with a range of cost-effective tools, guides and more to help with contact centres and customer experience management.

Filesize 126 KB
Version 4.0
Date added October 13, 2021
Category Tools

Free ‘Erlang C’ Call Centre Calculator

Our free Erlang C Calculator is actually five calculators in one that provide you with a range of different options including:

  • Model different scenarios (what impact would it have on staffing if we dropped our Service Levels from 80/30 to 80/60 or what if we could reduce our Average Handling Time by 10 seconds, what impact would that have on employee numbers?).
  • Incorporate metrics like Occupancy and Shrinkage so you can see the impact on Service Levels or Employee numbers as those metrics move
  • Model intraday intervals – overlay your rostered staff numbers against workload and see the changing service levels. Perfect to model different break times etc to balance out your service levels.
  • The free version will enable you to do basic modelling – upgrade to the PRO version to unlock all features!

Please note: You must be able to enable Macros on your computer to use the Erlang Calculator. Learn how for Mac or PC.

We’ve included easy instructions so even if you are not a workforce planning professional you’ll be able to use the tool!