# Erlang Calculator - for Call Centre Staffing (Online Version 4.1)

### Can calculate up to 10,000 agents! - Now also with Day Planner Calculations

Call Centre Erlang Calculator
Calculate the number of staff required to reach an agreed service level
Incoming contacts
in a period of
Average Handling Time (AHT)
seconds
Required Service Level
seconds
Advanced Options (Based on Industry Averages)
Max Occupancy (What's this?)
% Percent
Shrinkage (What's this?)
% Percent

### Statistics from All Erlang Calculations

Number of Erlang Calculations performed
Past 24 Hours Past Month Since Feb 2017
1,930 18,138 158,977

Average Values Entered
AHT (Seconds) 365
AHT (Minutes) 06:05
Average Service Level 81.6%
Average Target Answer Time (Seconds) 36.1
Average Shrinkage 26.5%
Average Max Occupancy 83.3%
Above figures include calls and other work tasks

### How To Use This Erlang Calculator

1. If you have 200 calls per hour, then enter the number of incoming contacts as 200 and the period is 60 minutes.
2. The Average Handling Time is the amount of time that a person (an agent) takes to handle a phone contact. This includes the talk time as well any paperwork time (wrap-up time) before they are able to answer the next call. This should be in seconds.
3. Put in your Service Level target and time. So if you wanted to handle 90% of calls in 15 seconds, put in 90 and 15. If you are uncertain of this the industry "average" is 80% of calls answered in 20 seconds.
4. You also need to include figures for shrinkage (to take care of holidays and meetings) as well as a maximum occupancy to ensure that staff do not get burnt out.
5. This contact centre staffing Erlang C calculator is based on the Erlang C formula which was invented by the Danish Mathematician A.K. Erlang.
6. We also have a more flexible Microsoft Excel based version of this calculator. You can download the free Excel Erlang Calculator
7. This calculator works on probabilities, so may appear to overstate the number of agents needed at low levels. So for example if you enter 0 calls per hour it will say that you need 1 agent. This is quite correct, as there may be a possibility that one call may come in. In practicality, you may decide to not schedule any staff.
8. The maxium number of agents that the calculator can calculate before shrinkage is applied is 10,000 Agents.