lost opportunity

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lost opportunity
given projected calls answered per day,how do I calculate the number of calls that could've been answered but were not due to absence,unscheduled meetings,late logins etc

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Call Centre Helper

Erlang Calculator with Shrinkage
Basically you need to work out what shrinkage figure this applies to.

You then plug it into an Erlang Caclulator.

The online version on this link has shrinkage built in and on the output page it shows the variation if you have a different number of agents.
https://www.callcentrehelper.com/online-call-centre-staffing-calculator-77780.htm

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