EasyErlang© call center calculator offers features and range of calculations that are not found in most other call center calculators and planning tools. You enter your call center telephone call load and target service level, and EasyErlang calculates the number of customer service representatives (CSRs) and phone lines that are required to deliver that service level. In addition to the optimal headcount (identified by the highlighted shown in the screen image below), EasyErlang displays up to 20 different telephone agents and phone line combinations to help fine-tune staff allocation and understand the impact of variances in hourly and daily work load.
Click on the different fields in this image to see the description
Click on the different fields in this image to see the description
Below is a brief description of the information calculated by EasyErlang. You can find additional information on the advanced call center calculations page.
Service Level
Enter the desired service level. E.g. 80% of the calls must be answered in 20 seconds or less.
Traffic
Enter the number of calls per hour (CPH) and the average duration of calls (AHT).
Field Descriptions
EasyErlang calculates the number of resources that will be necessary to handle the call load under these conditions and displays critical information concerning customer experience and CSR workload. Not all fields are visible in the screen image above. You can see additional screen views at the EasyErlang call center calculator page.
- Agents - Required number of CSRs (telephone agents)
- Service Level - Actual service level that will be delivered with the calculated resources
- Service Time - the average service time of call answered within the service level threshold
- Abandoned Calls - Percentage of abandoned calls
- ASA - Average speed of answer for all calls
- Call Capacity - Maximum call capacity that the call center can handle
- Tolerance - Excess capacity or gap in ability to handle variances in call load
- Queued Call- percentage of calls that will be placed in a call on hold queue
- Average Queue Time - Average time callers will wait in queue (average delay of delayed calls)
- Maximum Queue Time - Maximum time callers will wait in queue (maximum delay of delayed calls)
- Average Queue - Average number of calls in queue
- Maximum Queue - Maximum number of calls in queue
- Unitization- Agent utilization (also known as occupancy rate)
- Trunks - Required number of telephone lines
Special Features
EasyErlang includes special features that help simulate real-world call center situations, such as impatient callers that hang up the phone before receiving service, or how to plan for unexpected sick days:
- Specify shrinkage - lost time due to breaks, vacation etc.
- Specify the percentage of callers that upon abandoning the will redial immediately. EasyErlang adjusts the results to accommodate for additional load generated by these callers.
- Specify the wait time sensitivity, which EasyErlang uses to estimate call abandonment.
- In many instances it is beneficial to see the number of agents as a fraction instead of an integer in order to assess the added capacity generated by rounding up the number oaf agents. This is easily accomplished in EasyErlang.
You can find additional information on these features on the call center calculations page.