Erlang Calculator for High Traffic Volumes

Here is a nifty example of an Erlang calculator that has been sent in by Phil Wright.

This calculator is a bit more sophisticated than our Excel-based Erlang calculator in that it provides extra figures such as the percentage of abandoned calls and the number of calls that are not answered within the time-to-answer threshold.

It has also been built for high traffic volumes and can scale up to 650 Erlangs, so it should work well in a call centre of up to 800 seats.

Phil Wright was Technical Director at Aspect for a good number of years and was a real whizz at traffic engineering. Thanks to Phil for sending this in.

All of the calculations have been based on a macro called ‘Traffic’. It is quite easy to use. Simply enter your figures at the top of the page and then click on the calculator picture.

For this calculator to work you must first enable the macros on the security settings.

You are free to use this calculator for all private and business purposes and you are free to modify it as you like. You are not allowed to resell it or post it on any other websites without our permission.

If you have any support questions or if you spot any bugs, please leave them in an email to Call Centre Helper and hopefully a member of our community will be able to help.

Click here to download the Erlang Calculator

Published On: 22nd Feb 2011 - Last modified: 22nd Mar 2017
Read more about - Essential Call Centre Tools, ,

  1. Is it possible to convert to SQL instead of excel? Needing some help with the calculation.

    Alex 18 Jul at 4:59 pm
  2. Hi, I am new to this side of Planning and need to create a FC document that allows a variable change to volume, AHT and shrinkage throughout the year any ideas?

    Adswebbo 27 Feb at 5:52 pm
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