Erlang Calculator - Day Planner

Entry method is direct

Call Centre Erlang Calculator
Calculate the number of staff required to reach an agreed service level
Incoming contacts
Hours open per day
Distribution of calls by day







100
% Total
Average Handling Time (AHT)
seconds
Required Service Level
% Answered in
Target Answer Time
seconds
Show Advanced Options

Here are Typical Results from the Day Planner

You can update the form above to get your own personalised Erlang calculations across the whole of the day.

21.3 Agents FTE (Typical) 21.5 Agents per 30 Mins (Max) 71 Calls per 30 Mins (Max) 1000 Calls Per Day

Our day planner function shows you a typical distribution of calls per day across the whole day, based on our analysis of multiple contact centres. You would require a Maximum of 21.5 Agents, a total of 21.3 FTE for the Day and an Average of 16 Agents when shrinkage is taken into account. To get a more accurate figure of Agent Size you will need to Create a Schedule.

Assumptions: 1000 calls per 10 hours - - AHT 257 seconds - 80 % Answered in 20 seconds - Shrinkage 35 % - Max Occupancy 85 %.

In a typical Contact Centre environment contacts are not evenly distributed across the day.

Summary
Maximum Calls per Interval 71
Maximum Number of Agents 21.5
Typical Number of Agents FTE 21.3
Average Occupancy 68.6%
Service Level for Day 84.5%
Answered in 20 Seconds
Average Speed of Answer (ASA) 15.9 Seconds
Answered Immediately 79.9%

Try Our Experimental Scheduler

We are experimenting with a new scheduling facility.

Click here to make a schedule

Day Profile

Time Calls AHT (Seconds) Agents Agents (No Shrinkage Applied) Occupancy Service Level ASA (s) Answered Immediately Abandon Rate
08:00 23 257 9 6 54.7% 88.7% 13.3 86% 4.44%
08:30 49 257 15.5 10 70% 82.5% 18.9 77.9% 5.03%
09:00 56 257 17 11 72.7% 80.7% 20.9 75.6% 5.21%
09:30 66 257 20 13 72.5% 84.4% 14.8 79.5% 4.11%
10:00 71 257 21.5 14 72.4% 86% 12.6 81.1% 3.67%
10:30 69 257 21.5 14 70.4% 88.5% 9.9 84.1% 3.15%
11:00 62 257 18.5 12 73.8% 80.9% 19.9 75.6% 4.97%
11:30 56 257 17 11 72.7% 80.7% 20.9 75.6% 5.21%
12:00 50 257 15.5 10 71.4% 80.5% 21.9 75.6% 5.47%
12:30 57 257 18.5 12 67.8% 88.6% 10.3 84.6% 3.33%
13:00 62 257 18.5 12 73.8% 80.9% 19.9 75.6% 4.97%
13:30 61 257 18.5 12 72.6% 82.7% 17.5 77.6% 4.62%
14:00 58 257 18.5 12 69% 87.3% 11.7 83% 3.63%
14:30 56 257 17 11 72.7% 80.7% 20.9 75.6% 5.21%
15:00 53 257 17 11 68.8% 85.9% 13.8 81.6% 4.08%
15:30 51 257 17 11 66.2% 88.7% 10.4 85% 3.41%
16:00 42 257 14 9 66.6% 84.5% 16.7 80.4% 4.78%
16:30 27 257 11 7 55.1% 90.9% 9.5 88.4% 3.45%
17:00 18 257 7.5 5 51.4% 88.2% 15.1 85.7% 4.98%
17:30 13 257 6 4 46.4% 88.1% 16.8 86% 5.51%
Total 1000 (Average) 68.6% 84.5% 15.9 79.9% 4.4%