The main changes in Version 5.5 is a bug fix affecting calculations below 1 erlang of traffic intensity. What’s new in Version 5.5 of the Erlang Calculator?
With an Excel Erlang Calculator you can build a simple or complex staffing model for the contact centre. The calculator then looks at the agent resource you would need to achieve the service level.Īnd because it is all done in an Excel spreadsheet, it makes it pretty easy for you to model different call volumes across the course of the day. You just need to enter your call volume and the service level that you would like to achieve. This is a simple Excel spreadsheet tool that uses the Erlang C Formula and allows you to work out how many agents you will need. Version 5.5 has been released – which contains some bug fixes.
Very accurate and includes shrinkage.Ĭlick here to download the Erlang calculator. Filed under - Erlang, Downloads, Erlang Calculations, Excel, ShrinkageĮrlang C Calculator – Free Excel Spreadsheet that calculates the number of staff required in a contact centre.
