EasyErlang Call Center Staffing Calculator
   
EasyErlang© is a feature-rich staffing calculator and planning tool for call centers, help desks and virtually any telephone and email contact centers. It allows call center designers and analysts to model and analyze call traffic and determine how many telephone agents and telephone lines are required to provide satisfactory level of service, and ascertain the level of service they provide.

EasyErlang is an easy to use tool that can help the call center planner analyze call center traffic and key performance indicators and answer questions 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 will hang up before receiving service?

EasyErlang: Erlang Calculator

EasyErlang offers features and range of calculations that are not found in other call center workforce management tools.  EasyErlang allows the call center designer to set a target service level and see the resource requirements the actual service callers will experience and ensure that the call center can perform as per its service level agreement (SLA).  EasyErlang calculates up to 20 different agents and phone line combinations and  displays the service level and key performance indicators (KPIs) that they will achieve.  For a given service level, EasyErlang calculates the optimal resource allocation for the average call load as well as the resources that are required to handle the daily and weekly variances.  EasyErlang calculates the following:

    • 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 rate)

The results are presented in a table that allows quick viewing of expected performance and easy what-if modeling. EasyErlang can plot the data in a variety of line and bar graphs, which can be printed , saved, or converted to Microsoft Excel, Word or PowerPoint.

Calls in QueueService Level

 
 

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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