How many agents I need?

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How many agents I need?
I have 3000 calls per hr. 9 hrs of window. The AHT is 5 minutes. 1 hr break for 9 hrs shift. How many agents do I need for this 9 hrs shift without missing any hourly interval.
What is the formula?

Hai..im ghaya here..
1 HOUR = 3000 CALLS
9 HOUR = 27 000 CALLS

AHT = 5MIN ( 300Ssec)
Interval = 15min
Required service level = 80%
Target answer time = 20 seconds
Shrinkage = 30%

Number of Agents required = 1450








Editor

Call Centre Helper

You need to use an Erlang Calculator
The formula that you need is the Erlang formula
https://www.callcentrehelper.com/erlang-c-formula-example-121281.htm

Luckily we have an Erlang Calculator that can calculate this
https://www.callcentrehelper.com/tools/erlang-calculator/

Putting in 3000 calls per hour, 80/20 service level and 30% shrinkage I come out with 421 agents.

Ghaya - I think that you may have put in 3000 calls per 15 minutes not 3000 calls per hour.

[Please note that calls per hour will n ot be evenly distributed across the day].

Hai..im ghaya here..
Number of Agents required 373 ( if im not mistaken)

Incoming calls 3000 calls

in a period of 60 minutes

Average Handling Time 300 seconds

Required service level 80.0%
Probability of target answer time

Target answer time 20 seconds

Shrinkage 30%

Number of Agents required 373

Editor

Call Centre Helper

You have missed maximum occupancy
Hi Ghaya

You have missed the maximum occupancy. Most Erlang caclulators will return 373 agents. But this means a maximum occupancy of 95.8%

Anything over 85% will lead to employee burnout. You will also find that AHT will increase to cover this occupancy and this will be hidden.

This version of the Erlang Calculator has a maximum occupancy built in. You will see the 373 number on the second page.
https://www.callcentrehelper.com/tools/erlang-calculator/

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