More About EasyErlang
EasyErlang offers features and range of calculations that are not found in other Erlang calculators and call center planning tools. For a given call load and target service level, it calculates up to 20 different agents and phone line combinations and displays the the optimal resource allocation for the average call load, as well as the resources that are required to handle daily and weekly variances.
Click on the various fields in this image to see a description
Click on the various fields in this image to see a description
Enter the desired service level. E.g. 80% of the calls must be answered in 20 seconds or less.
Enter the number of calls and the average duration of the each call. You can enter the duration in minutes or in mm:ss format. The Erlangs field displays the call load in Erlang units.
- Agents - Required number of telephone agents
- Trunks - Required number of telephone lines
- 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
- ASA - Average speed of answer
- Call Capacity - Maximum call capacity that the call center can handle
- Tolerance - Excess capacity or gap in ability to handle variances in call load
- Abandoned Calls - Percentage of abandoned calls
- 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 (occupancy)
The theoretical Erlang C model used in workforce management tools and call center calculators tends to overestimate the required number of agents and the service level they can deliver. EasyErlang has unique features that make Erlang model approximate real-world situation effectively:
- 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.
Prices, Licensing Terms, and Free Support and Free Upgrade offers are subject to change without notice.
The information in this Website, screen captures of EasyErlang, and the use of EasyErlang software do not represent advice or recommendation. Any action taken based upon this information is the sole responsibility of the user. No liability for errors or omissions is implied or accepted by the owners of this site.
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