This application uses Erlang C formula[1] employed in call center applications to estimate the number of agents required to handle a projected call load at a prescribed service level. The inputs required are 1) number of calls arriving in a 15 minute period, 2) average service time in minutes for the calls during that period, 3) percent service level (i.e. percent of incoming calls that need to be answered within a given wait time) and 4) wait time in seconds. The calculator not only calculates the number of agents required to meet the service level target but also provides a detailed table illustrating the service level degradation that would be experienced if the call center employs less than the suggested value by Erlang C formula. A graphical view of the tabular data is also provided.


Best viewed in tablets >= 7 inches


References:

1. Call Center Mathematics, Ger Koole, A scientific method for understanding and improving call centers, March 2006.
http://www.math.vu.nl/~koole/ccmath/book.pdf