

Use of the Erlang C Calculator is subject to our standard terms and conditions.A sales capacity model is a type of financial model that helps plan your company’s top line by using sales rep performance to forecast future bookings. Need a Multi-Channel calculator? Then use our free Multi Channel Calculator Terms and Conditions The Calculator can deal with up to 10,000 agents, thanks to some help with the maths from Philip Wright CEng – (Former Technical Director & CTO Europe at Aspect Telecommunications/Communications 1988-2001).Call Abandons are calculated using the Erlang A formula, which assumes an Average Patience -also know as.You will find that it gets hidden in a longer AHT figure, and agent burn out happens. If you take Occupancy over 85% - 90% for long periods The maximum occupancy is designed to improve accuracy.This article on how to calculate shrinkage Shrinkage is a factor designed to take into account holidays, sickness etc.The maximum number of agents that the calculator can calculate before shrinkage is applied is.In practicality, you may decide to not schedule any staff. This is quite correct, as there may be a possibility So for example if you enter 0 calls per hour it will say that you needġ agent. This calculator works on probabilities, so may appear to overstate the number of agents.


So if you wanted to handle 90% of calls in 15

