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Erlang Calculators

Erlang calculators are used to translate predicted workload into required staffing levels. They are an essential component of workforce scheduling and capacity planning. Next to the standard Erlang C method CCmath offers the more accurate Erlang X method and also calculators for blending, chat and skill-based routing. You can try them below or use our add-ins for Excel, Python or R.

Erlang calculators are used to translate predicted workload into required staffing levels. They are an essential component of workforce scheduling and capacity planning. Next to the standard Erlang C method CCmath offers the more accurate Erlang X method and also calculators for blending, chat and skill-based routing. You can try them below or use our add-ins for Excel, Python or R.

Please be aware that the Erlang calculators can only be accessed on desktop devices. Kindly switch to a desktop if you are currently using a mobile or tablet.

Erlang C is the standard calculation used for safety staffing in single-skill inbound call centers.
Use the return on investment (ROI) calculator to estimate your potential savings when switching to Erlang X.
Scenarios Manual
INPUTINPUTINPUT Forecast per
INPUTINPUTINPUTAverage handling time
INPUTOUTPUTOUTPUTNumber of agentsInteger
OUTPUTINPUTOUTPUTAverage speed of answer
OUTPUTOUTPUTINPUTService level % waits less than
OUTPUTOUTPUTOUTPUTOccupancy %
Erlang X uses a more accurate formula to calculate safety staffing by incorporating abandonments and redials.
Use the return on investment (ROI) calculator to estimate your potential savings when utilizing Erlang X.
Scenarios Manual
INPUTINPUTINPUTINPUT Forecast per
INPUTINPUTINPUTINPUTAverage handling time
INPUTINPUTINPUTINPUTAverage patience
INPUTINPUTINPUTINPUTRedials %
INPUTOUTPUTOUTPUTOUTPUTNumber of agentsInteger
OUTPUTINPUTOUTPUTOUTPUTAverage speed of answer
OUTPUTOUTPUTINPUTOUTPUTService level % waits less than
OUTPUTOUTPUTOUTPUTINPUTAbandonments %
OUTPUTOUTPUTOUTPUTOUTPUTOccupancy %
Increase the occupancy by smartly mixing inbound calls and tasks from other channels such as outbound or email.
Scenarios Manual
INPUTINPUTForecast per
INPUTINPUTAHT for inbound
INPUTINPUTAHT for outbound/email
INPUTINPUTNumber of agents (integer required)
INPUTOUTPUTThreshold (integer required)
OUTPUTOUTPUTOccupancy %
OUTPUTOUTPUTOutbound/email per
OUTPUTOUTPUTAverage speed of answer
OUTPUTINPUTService level % waits less than
Calculate the right number of agent for chat operations.
Scenarios Manual
INPUTINPUTINPUTINPUTForecast per
INPUTINPUTINPUTINPUTAHT on
INPUTINPUTINPUTINPUTAverage patience
INPUTOUTPUTOUTPUTOUTPUTNumber of agents
OUTPUTINPUTOUTPUTOUTPUTAverage speed of answer
OUTPUTOUTPUTINPUTOUTPUTService level% waits
less than
OUTPUTOUTPUTOUTPUTINPUTAbandonments%
OUTPUTOUTPUTOUTPUTOUTPUTOccupancy%
See the impact of changes in your agent mix for a simple 2-skill operation with skill-based routing.
Inputs Manual
Type 1Type 2
Forecastper minute
Average handling time minutes
Average patience minutes
Acceptable waiting time minutes
multi-skilled
Agents
Call assignment rule
Call selection rule
Agent reservation threshold
Waiting time threshold minutes
Outputs
Average speed of answer minutes
Service level
Abandonments
Occupancy

Do you prefer working in Excel, Python, or R?

Unleash the power of our Excel add-in and Python/R packages, packed with over twenty-five specialized functions for contact centers. From Erlang X to Chat and Blending, optimize operations with ease.

Effortlessly incorporate Erlang functions into worksheets or explore our demo sheets for quick calculations. With Python and R, tap into flexible programming languages, unlocking a vast ecosystem of data analysis and manipulation capabilities for your contact center.

Erlang C and X calculator Excel