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

0.14
250

calls per half hour

Average call duration

360

seconds

Required service level

Probability of target answer time

80.0%

Target answer time

20

Traffic Intensity (Erlang)

50

Number of Agents required

57

seconds

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

Time slot
00.00 - 00.30
00.30 - 01.00
01.00 - 01.30
01.30 - 02.00
02.00 - 02.30
02.30 - 03.00
03.00 - 03.30
03.30 - 04.00
04.00 - 04.30
04.30 - 05.00
05.00 - 05.30
05.30 - 06.00
06.00 - 06.30
06.30 - 07.00

240

Agents
available

Incoming call rate

(calls per half hour)
0
0
0
0
0
0
0
0
0
0
0
0
0
0

07.00 - 07.30
07.30 - 08.00
08.00 - 08.30
08.30 - 09.00
09.00 -09.30
09.30 - 10.00
10.00 - 10.30
10.30 - 11.00
11.00 - 11.30
11.30 - 12.00
12.00 - 12.30
12.30 - 13.00
13.00 - 13.30
13.30 - 14.00
14.00 - 14.30
14.30 - 15.00
15.00 - 15.30
15.30 - 16.00
16.00 - 16.30
16.30 - 17.00
17.00 - 17.30
17.30 - 18.00
18.00 - 18.30
18.30 - 19.00
19.00 - 19.30
19.30 - 20.00
20.00 - 20.30
20.30 - 21.00
21.00 - 21.30
21.30 - 22.00
22.00 - 22.30
22.30 - 23.00
23.00 - 23.30
23.30 - 00.00

5
10
20
30
40
50
50
50
50
50
40
40
40
40
50
50

10
32
103
140
266
361
333
281
304
271
272
259
220
250
236
222

1.3
4.3
14
19
35
48
44
37
41
36
36
35
29
33
31
30
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

ectly you must change Macro security to medium

Enable macros on opening the spreadsheet

(Tools >

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 probability of calls being answered or waiting:

Incoming call rate

0.28
500

calls per half hour

Average call duration

240

seconds

Target answer time

15

seconds

Number of agents

60

Traffic Intensity (Erlang)

Probability a call waits
Erlang-C Formula
Probability call is answered
in target time
Service Level

66.67
100.00%

0.00%

h agents for the calls expected:

Required service level
Target answer time (secs)

Predicted Service Level

0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%

80.00%
10
Agents
required
0
0
0
0
0
0
0
0
0
0
0
0
0
0

98.92%
98.94%
93.85%
99.34%
70.40%
34.07%
75.10%
98.01%
92.99%
98.94%
62.29%
78.08%
97.36%
85.55%
99.93%
99.98%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%

3
7
18
24
42
55
51
44
47
43
43
41
35
40
38
36
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0