IMPORTANT: For this tool to work correctly you must change Macro security to medium Options > Security

> Macro Security) and Enable macros on opening the spreadsheet

Type parameters in the boxes below.

The left hand box calculates the number of agents needed to service level. Use the right hand box if you want to see statis of agents that you have.

Calculate the number of agents required to reach an agreed service level: Incoming call rate Average call duration Required service level Probability of target answer time Target answer time Traffic Intensity (Erlang) Number of Agents required

0.00 8 360 80.0%

calls per hour seconds

20 0.76 2

seconds

Agent planner - see at a glance whether you have enough agents for the calls expected: Average call duration (s)

360

Agents
Time slot available 08:00-09:00 3 09:00-10:00 3 10:00-11:00 5 11:00-12:00 5 12:00-13:00 2 13:00-14:00 3 14:00-15:00 5 15:00-16:00 5 16:00-17:00 5 17:00-18:00 5 Average Incoming calls per hour

Incoming call rate (calls per hour) 3 8 10 10 6 8 9 9 9 4

0.3 0.8 1 1 0.6 0.8 0.9 0.9 0.9 0.4

ectly you must change Macro security to medium Enable macros on opening the spreadsheet
Type parameters in the boxes below.

(Tools >

The left hand box calculates the number of agents needed to reach a required service level. Use the right hand box if you want to see statistics for the number of agents that you have.

Calculate probability of calls being answered or waiting:

Incoming call rate Average call duration Target answer time Number of agents Traffic Intensity (Erlang) Probability a call waits Erlang-C Formula Probability call is answered in target time Service Level

0.00 8 360 20 4 0.80 0.96%

calls per half hour seconds seconds

99.20%

h agents for the calls expected: Required service level Target answer time (secs)

90.00% 20 Agents required 2 3 3 3 3 3 3 3 3 2

Average call duration -minutes nbound

3
Predicted Service Level

99.68% 95.40% 99.69% 99.69% 87.19% 95.40% 99.81% 99.81% 99.81% 100.00%

Average call duration - Seconds

180
Average After call work (Probably)

180
Probability Average duration ( Call+work ) per Calls

360

Average call duration -minutes

Average call duration - Seconds

Average After call work (Probably)

robability Average duration ( Call+work ) per Calls

IMPORTANT: For this tool to work correctly you must change Macro security to medium Options > Security > Macro Security) and Enable macros on opening the spreadsheet
Type parameters in the boxes below. The left hand box calculates the number of agents needed to reach a required service level. Use the right hand box if you want to see statistics for the number of agents that you have.
Calculate the number of agents required to reach an agreed service level: Incoming call rate Average call duration Required service level Probability of target answer time Target answer time Traffic Intensity (Erlang) Number of Agents required

0.01 25 321 80.0%

calls per hour seconds

20 2.264833333 5

seconds

Agent planner - see at a glance whether you have enough agents for the calls expected: Average call duration (s)

321

Agents
Time slot available 08:00-09:00 3 09:00-10:00 3 10:00-11:00 5 11:00-12:00 5 12:00-13:00 2 13:00-14:00 3 14:00-15:00 5 15:00-16:00 5 16:00-17:00 5 17:00-18:00 5 Average Incoming calls per hour

Incoming call rate (calls per hour) 10 22 27 34 17 24 32 34 33 21

0.9 2 2.4 3 1.5 2.1 2.9 3 2.9 1.9

25

ectly you must change Macro security to medium Enable macros on opening the spreadsheet

(Tools >

ded to reach a required statistics for the number

Calculate probability of calls being answered or waiting:

Incoming call rate Average call duration Target answer time Number of agents Traffic Intensity (Erlang) Probability a call waits Erlang-C Formula Probability call is answered in target time Service Level

0.01 25 321 20 5 2.26 9.29%

calls per hour seconds seconds

92.16%

h agents for the calls expected: Required service level Target answer time (secs)

80.00% 20 Agents required 3 4 5 6 4 4 5 6 5 4

Average call duration -minutes nbound Outbound

1.7

Predicted Service Level

94.00% 60.01% 90.24% 78.41% 36.59% 51.47% 82.38% 78.41% 80.46% 96.14%

Average call duration - Seconds

141
Average After/before call work (Probably)

180
Probability Average duration ( Call+work ) per Calls

321

Average call duration -minutes Average

2.35

Average call duration - Seconds

Average After/before call work (Probably)

robability Average duration ( Call+work ) per Calls

IMPORTANT: For this tool to work correctly you must change Macro security to medium Options > Security > Macro Security) and Enable macros on opening the spreadsheet
Type parameters in the boxes below. The left hand box calculates the number of agents needed to reach a required service level. Use the right hand box if you want to see statistics for the number of agents that you have.
Calculate the number of agents required to reach an agreed service level: Incoming call rate Average call duration Required service level Probability of target answer time Target answer time Traffic Intensity (Erlang) Number of Agents required

0.01 27 321 80.0%

calls per hour seconds

20 2.443166667 5

seconds

Agent planner - see at a glance whether you have enough agents for the calls expected: Average call duration (s)

321

Agents
Time slot available 08:00-09:00 3 09:00-10:00 3 10:00-11:00 5 11:00-12:00 5 12:00-13:00 2 13:00-14:00 3 14:00-15:00 5 15:00-16:00 5 16:00-17:00 5 17:00-18:00 5 Average Incoming calls per hour

Incoming call rate (calls per hour) 12 24 29 36 19 26 34 36 35 23

1.1 2.1 2.6 3.2 1.7 2.3 3 3.2 3.1 2.1

27

ectly you must change Macro security to medium Enable macros on opening the spreadsheet

(Tools >

ded to reach a required statistics for the number

Calculate probability of calls being answered or waiting:

Incoming call rate Average call duration Target answer time Number of agents Traffic Intensity (Erlang) Probability a call waits Erlang-C Formula Probability call is answered in target time Service Level

0.01 27 321 20 5 2.44 12.06%

calls per hour seconds seconds

89.71%

h agents for the calls expected: Required service level Target answer time (secs)

80.00% 20 Agents required 3 4 5 6 4 5 6 6 6 4

Average call duration -minutes nbound Outbound

1.7

Predicted Service Level

90.49% 51.47% 87.44% 73.94% 23.77% 42.16% 78.41% 73.94% 76.24% 94.56%

Average call duration - Seconds

141
Average After/before call work (Probably)

180
Probability Average duration ( Call+work ) per Calls

321

Average call duration -minutes Average

2.35

Average call duration - Seconds

Average After/before call work (Probably)

robability Average duration ( Call+work ) per Calls

Average number of calls handled by an agent in a month Average Call Average time Call (in+out) per person 1350 2.35 Mail per person 120 5 SD Ticket per person 300 5 1770 3.0 Working Day in a month Working Time in a day Utilization Working Time in a hour 21 8 52% 31 Minutes Day Hour