EasyErlang© is a feature-rich yet very easy to use staffing calculator and planning tool for call centers, help desks and virtually any telephone and email contact centers. It analyzes customer telephone call traffic, calculates how many customer service representatives (CSRs) and telephone lines are needed to provide satisfactory level of service, and displays key metrics of customer experience and CSR workload.
EasyErlang uses the industry-standard Erlang C traffic model. It is powerful and easy to use, and does not require any prior knowledge of complex call center staffing theories. With many features not found in other call center calculators, EasyErlang provides all the information a call center planners and manager needs to know, such as:
- How many agents are needed to support a given call volume?
- What will be the level of service experienced by callers?
- What percentage of their time agents will spend answering calls?
- How many callers are likely to hang up before receiving service?
